Thames Valley Housing: Key Performance Indicators

Key Performance Indicators 2007/2008	0-Turn 05/06	Qtr1	Qtr2	Qtr3	Qtr4	Target
General Service Satisfaction Rate (Tenants)	76%	-	-	76%	-	76%
General Service Satisfaction Rate (Home Owners)	59%	-	-	-	-	76%
General Tenant Repairs Satisfaction Rate	90%	93%	93%	91%	91%	76%
Answering Telephone Calls	87%	87%	87%	91%	98%	92%
Dealilng with Calls Politely	83%	-	-	87%	-	92%
Handling Letters Within 10 Days	94%	95%	94%	94%	94%	95%
Email Response within 2 Working Days	91%	94%	93%	94%	92%	95%
Keeping Apppointments Within 5 minutes	96%	94%	97%	96%	96%	95%
% Home Visits To Residents To Time	99%	99.8%	99.7%	99.5%	99.6%	97%
Complaints Responded To on Time	-	79%	77%	77%	80%	90%

Full complaints statistics can be found by clicking here.

Key Performance Indicators - Service Promise