How are we doing?

These figures are for the period 1 January 2011 to 31 March 2011:

Complaints received                                                       169

Percentage of calls answered by customer services        95%

Unpaid rent owed by residents                                       £1,837,140

Percentage of unpaid rent by residents                           2.76%

Number of letters responded to in 10 days                     90.60%

Percentage of all repairs completed on time                   96.15%

Emergency repairs carried out on time                           96.02%

Urgent repairs carried out on time                                  97.80%

Routine repairs carried out on time                                 97.40%

This quarter has seen the figures improve for repairs completed on time.

This is a continuing trend of improvement and has been reflected in the satisfaction expressed by you in the ongoing satisfaction surveys which many of you have kindly taken part in.

Housing Benefit is always paid up to four weeks in arrears to us so we have to wait for its arrival.

However we can calculate the figure of Housing Benefit outstanding which gives us a better idea of what our residents actually owe for rent. We use this “cleansed” figure, that is rent arrears less housing benefit due, to work out the percentage of unpaid rent. This is the figure which is reported here and the one generally used by Housing Providers.

The time taken and the number of calls we are answering is also showing improvement this month. We did experience a slight dip with the reorganisation of Radian Direct but this has now been overcome and we are showing improvement.

If you require more information on any of our performance indicators, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Alternatively please telephone us on 0300 123 1 567.