We aim to deliver excellent services for all of our customers – and we set targets to measure how we’re doing.
These performance measures help us achieve great results for our tenants, communities and our business.
One of the most important ways we measure how we’re performing is through our annual Tenant Satisfaction Survey. This feedback from tenants is really important as it helps shape our future services.
We also record key business performance figures. We let customers know how Dunedin Canmore performs as a business each year in our Report to Tenants.
Another way we judge our performance is through our awards and accreditations.
The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.
The tables below show some of the highlights from our Tenant Satisfaction Survey and recent performance results.
|Satisfaction measured through our annual tenant survey||2016/2017 survey||2017/2018 survey||% point change|
|Tenants satisfied with the overall service provided by their landlord||94%||94%||+1 (0.68%)|
|Tenants who feel their landlord is good at keeping them informed about services and decisions||93%||95%||+1 (1.07%)|
|Tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes||84%||84%||=|
|Existing tenants satisfied with the quality of their home||94%||94%||=|
|Tenants satisfied with the management of the neighbourhood they live in||92%||88%||-4|
|Tenants who feel that the rent for their property represents good value for money||87%||87%||=|
For more satisfaction results, read our annual Tenants Satisfaction Survey.
|Satisfaction measured throughout the year when receiving a service||2016/2017|
|2017/2018 (Year to date)|
|Tenants who have had repairs or maintenance carried out in the last 12 months who are satisfied with the repairs and maintenance service||88.59%||91.74%||89%|
|Tenants satisfied with the standard of their home when moving in||85.07%||100%||94.02%|
|Key performance measures||2016/2017|
|2017/2018 (Year to date)|
|All complaints responded to in full within timescales||92.11%||96.71%||96%|
Calls to our customer service centre which were resolved at first point of contact
|Percentage of calls to the customer service centre answered within 30 seconds||67.15%||73.66%||73%|
|Average time taken to complete emergency repairs (hours)||3.12||2.5||3.5|
|Repairs appointments kept||99.18%||99.02%||98.02%|
|Anti-social behaviour cases resolved within agreed timescales||84.28%||92.56%||93.87%|
|New tenancies sustained for more than a year||91.88%||95.27%||88%|
|Gross rent arrears as a % of rent due||4.44%||4.97%||4.3%|
|Rent due lost through properties being empty||0.53%||0.38%||0.44%|
|Average time to re-let properties (days)||19.71||10.77||15|
|New-build completions – Social housing||0||65||71|
|New-build completions - Mid-market||21||39||30|
*****TO BE DELETED
*****TO BE DELETED Our latest performance results
Repairs and maintenance
92.78% of customers who had a repair done were happy with the service. That’s a 4.19% improvement on last years’ satisfaction result. We introduced a new repairs service in 2017 and we’re really pleased to hear that customers are finding that it works better for them.
The time it takes us to complete emergency repairs has improved, it now only takes us, on average, 2.74 hours compared to the 3.12 hours it took us last year. We will continue to work to improve our emergency repair times so that customers are confident they can expect a quick service when they most need it.
We also improved the time it takes to complete a non-emergency repair by nearly one day. In 2017 it took us 5.41 days compared to last year when it took us 6.46 days.
We completed 100% of gas safety checks this year, making sure all of our customers stay safe in their homes.
100% of our customers were happy with the investment in our existing homes. Customers all across Dunedin Canmore communities are benefitting from new kitchens, bathrooms and gas central heating systems to keep homes comfortable and warm. You can see what investment is happening in your area here.
We cut our time to let homes by 9 days – meaning we housed people more quickly.
100% of customers were satisfied with the standard of their home when they moved in. That’s almost a 15% improvement on last year.
Our Customer Service Centre answered 8557 calls in the month of November in an average of 32 seconds which was better than the previous month - our aim is to answer all calls within 30 seconds and we will continue to improve on this.
If we don’t get things right, we’ll listen and learn so we can stop it happening again.
Between April and November 2017, we received 411 complaints from Dunedin Canmore tenants about a recent experience.
96.55% of all complaints were responded to within our set timescales.
When we looked at the issues in more detail, we found that in almost half of these complaints we could have done more to get it right first time.
We’ve shared your experiences with staff and managers so we can learn from our mistakes and stop it happening again.
These included examples of where you were unhappy with the quality of a repair and your experience of arranging an appointment for a repair to be completed.
Helping customers get into work
We helped 6 customers from Dunedin Canmore communities get into work in 2017 thanks to the Wheatley Pledge and our Modern Apprenticeship programme.
*****TO BE DELETED External measures
We aim to deliver excellent services – and we set targets to measure how we’re doing.
The Scottish Housing Regulator expects all social landlords, including Dunedin Canmore, to perform well and monitors what we do.
The Scottish Social Housing Charter sets the standards and outcomes that all social landlords should aim to achieve when performing their housing activities.
We report each year on our performance against these standards and outcomes. This is called the Annual Return on the Charter.