East Kent Housing's latest
performance information
We've been looking after the housing
services for Canterbury, Dover, Shepway and Thanet councils since
April 2011 and we want to make sure you can see how we
are performing.
Our performance during the
last quarter (July to September 2012)
Over the last year, we have been
monitoring our progress and have put together a summary of our
performance in four service areas for you to see:
You also can read our:
Why is performance important?
East Kent Housing was set up to
improve the housing services that you receive. To make sure
that we do this, we need to monitor how we are doing in each of our
business areas. As it is your rent that pays for the services
we provide, it is vital that we can show you how we are improving
or, where we are not doing as well as we could be, that we tell you
what plans we have to make sure that we get better.
How do we measure our
performance?
To allow us to show not just how East
Kent Housing is performing as a whole, but also how the four
districts compare to each other, we have agreed a standard set of
performance indicators that are used across the whole
organisation. These cover four main areas:
- Letting empty properties
- Rent arrears and collection
- Repairs and maintenance
- Customer satisfaction and complaints
In each of these key business areas,
we set ourselves challenging targets to ensure that we deliver the
excellent service you deserve.
On a quarterly basis, we look at
various aspects in each of these areas and report our performance
to the East Kent Housing Board and the Area Boards for each
district. We have also committed to presenting a selection
of main performance information to our tenants and
leaseholders in local newsletters, and to publishing full
information here on our website.
In addition to this, our Area Managers
and Maintenance Managers receive a monthly performance pack for the
districts they look after, so that they can identify any issues
early on and put plans in place to improve where this is
needed.