Performance

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.

We record key business performance figures. We let customers know how Dunedin Canmore performs as a business each year in our Report to Tenants.

These figures are also reported to the Scottish Housing Regulator. You can find out more about the results we report to the Regulator in the Annual Return on the Charter.

You can also find performance reports within the Board report section of this website.

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.

Key performance measures2017/2018
Value
2018/2019 (Year to date)
Value
Target
All complaints responded to in full within timescales95.5%96%96%

Calls to our customer service centre which were resolved at first point of contact

79%83.7%80%
Percentage of calls to the customer service centre answered within 30 seconds66%66.3%77%
Average time taken to complete emergency repairs (hours) 3.32.73
Repairs appointments kept99.2%100%98%
Anti-social behaviour cases resolved within agreed timescales92.8%98.8%93.8%
New tenancies sustained for more than a year95.2%91.9%93%
Gross rent arrears as a % of rent due4.83%4.61%3.95%
Rent due lost through properties being empty0.51%0.58%0.44%
Average time to re-let properties (days)13.611.214
New-build completions – Social housing16590104
New-build completions - Mid-market893627