1. How are we doing?

2. Performance update We set ourselves some ambitious targets to achieve in 2009/10. Some of these targets include those for: –Repairs services –Responding to complaints –Reducing rent arrears –Quick availability of properties for new tenants –An up-to-date gas safety check

3. How did we do? Summary of performance for Quarter 3 (October - December) 2009/10

4. Responding to complaints What we measure: –Number of complaints per 1,000 City West properties –Target is 34.47 –Performance is 44.67 How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating: Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

5. Responding to complaints What we measure: –Percentage of Stage 1 complaints letters responded to on time –Target is 100.00% –Performance is 69.77% How did we do: –Our assessment: Getting better or worse: better ↑ Overall rating:  Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

6. How we’ll get better Introducing a new IT system Reviewing the complaints policy and procedure Closer monitoring of open complaints Provide additional training to staff and investigating officers about their responsibilities in handling complaints Measuring customer satisfaction around how complaints are handled

7. Reducing rent arrears What we measure: –Tenant rent arrears as a percentage of rent owed –Target is 5.00% –Performance is 5.64% How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating: Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

8. How we’ll get better Customer Service Advisors now take rent and arrears payments as well as Income Officers Customer Service Teams will be working out of hours to reach residents who are not at home in the day Rent action weeks will be implemented with targeted action in key areas Individual weekly targets set for officers Encourage customers to take up welfare debt advice

9. Quick availability of properties for new tenants What we measure: –Percentage of properties vacant –Target is 2.00% –Performance is 2.97% How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating:  Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

10. How we’ll get better Additional contractors are now on site to help reduce the number of vacant properties Have set targets to dramatically reduce the number of vacant properties by 31 st March 2010 Investment programmes are continuing to be delivered and completed Introduced more effective monitoring including use of customer inspectors

11. Quick availability of properties for new tenants What we measure: –Average number of days to re-let a property –Target is 41.00 days –Performance is 59.90 days How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating:  Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

12. How we’ll get better Pilot project monitoring the efficiency of the works undertaken Review the process to see how it can be simplified and improve quality Engaged support of new contractor, Kinetics, to work on all voids in the Swinton and Worsley areas City West Works Team will concentrate on turning around empty properties in the Eccles and Irlam areas

13. An up-to-date gas safety check What we measure: –Percentage of properties with an up-to- date Gas Servicing certificate –Target is 99.50% –Performance is 99.01% How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating: Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

14. How we’ll get better Check outstanding properties when repairs and other appointments are being requested and linking appointments when possible Have emergency engineers that will call within 30 minutes if access has been granted

15. Customer satisfaction What we measure: –Customer satisfaction with the housing management services provided –Target is 85.00% –Performance is 95.20% How did we do? –Our assessment: Getting better or worse: Better ↑ Overall rating: Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

16. Customer Satisfaction What we measure: –Customer satisfaction with the service received at the Area Housing Offices –Target is 85.00% –Performance is 98.20% How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating: Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

17. Customer Satisfaction What we measure: –Customer satisfaction with the aids and adaptations work undertaken –Target is 85.00% –Performance is 94.00% How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating: Any questions? Email: performance@citywest.org.uk Call: 0161 605 7600

18. Any questions? Email: performance@citywest.org.uk Telephone: 0161 605 7600