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 4 (January to March) 2009/10

4. Responding to complaints What we measure: –Number of complaints per 1,000 City West properties –Target is 46.00 –Performance is 67.05 How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating:

5. Responding to complaints What we measure: –Percentage of Stage 1 complaints letters responded to on time –Target is 100.00% –Performance is 37.39% How did we do: –Our assessment: Getting better or worse: worse ↓ Overall rating: 

6. How we’ll get better  Provide in depth training across service areas on logging and responding to complaints  Provide additional reminders to Investigating Officers  Provide weekly reports to managers identifying all current complaints  Publish revised Complaints Policy and Procedure  Review how we feedback to customers

7. Reducing rent arrears What we measure: –Tenant rent arrears as a percentage of rent owed –Target is 5.00% –Performance is 4.76% How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating:

8. Quick availability of properties for new tenants What we measure: –Percentage of properties vacant –Target is 2.00% –Performance is 2.36% How did we do? –Our assessment: Getting better or worse: better ↑ Overall rating: 

9. How we’ll get better Additional contractors are now on site to help reduce the number of vacant properties Investment programmes are continuing to be delivered and completed Introduced more effective monitoring including use of customer inspectors Properties requiring major repairs and investment works are progressed as quickly as possible

10. 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 61.71 days How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating: 

11. How we’ll get better Areas for improvement are identified and focussed on to get better 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 Monitor performance by both Kinetics and City West Works on a weekly basis

12. 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 98.36% How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating:

13. How we’ll get better A texting service has been introduced where the Gas Team text the customer to remind them the day before the service is due Better joint working between teams who will be visiting properties. The teams will work to attend properties together where access will be given Customers are contacted prior to the certificate expiring, giving less chance for it to fall out of date

14. 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:

15. Customer Satisfaction What we measure: –Customer satisfaction with the service received at the Area Housing Offices –Target is 85.00% –Performance is 98.15% How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating:

16. Customer Satisfaction What we measure: –Customer satisfaction with the overall improvements made in their home –Target is 90.00% –Performance is 96.79% How did we do? –Our assessment: Getting better or worse: worse ↓ Overall rating:

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