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Standards and performance

  1. How we measure our performance
  2. Our standards 
  3. Performance against our Service Standards 
  4. Complaints and compliments
  5. Customer satisfaction surveys
  6. Annual Tenants' Survey 2017

How we measure our performance

We report on government, local and customer focused indicators. These are the things that are considered the most important to you. 

To make sure that we continually improve performance, we monitor our progress towards a range of challenging targets and against the promises we have made. Customer care is a high priority for us and we pride ourselves on providing a high quality housing service. 

Our standards for South Tyneside

In April 2015 the Homes and Communities Agency (HCA) introduced a revised set of national standards that all social housing providers have to meet.

South Tyneside Council also needs to have local standards specific to the Borough. These are standards that are set and monitored by you as tenants.

Below you will find 'Our standards for South Tyneside'. These standards have been influenced by tenants, developed by tenants and agreed by tenants. They cover four key areas:

Home:

  • how we improve, repair and maintain your home

Neighbourhood and community:

  • how we manage your neighbourhood
  • how we work in co-operation with others in your local area and respond to complaints about anti-social behaviour.

Tenant involvement and empowerment:

  • customer service, choice and complaints
  • understanding and responding to your diverse needs
  • how we involve and empower customers to improve services

Tenancy:

  • how we support you to maintain your tenancy
  • how we help you to find a home

Performance against our Service Standards

It is important that we keep our promises. To make sure that we do, our performance is regularly reviewed by our involved tenants.

Our involved residents have told us which Service Standards are the most important from a tenants' perspective and have chosen a selection that we will report on a quarterly basis.

Quarterly performance - April to September 2019

Description of Service StandardPerformanceTarget
Customer Care - Respond to complaints within timescale93.72%91%
Repairs - Attend an emergency repair within 4 hours99.39%99%
Gas Servicing - Service and test all gas and solid fuel appliances at least every 12 months99.98%100%
Customer Care - Acknowledge complaints within 3 working days99.45%92%
Customer Care - Calls dealt with at the 1st point of contact81.48%80%
Estate Management - Remove fly tipped rubbish within 5 days100%100%
Estate Management - We will make contact with you to arrange an appointment within 10 working days of you being referred100%95%
Estate Management - Remove discarded needles within 1 working day100%100%
Estate Management - Respond to all serious incidents of anti-social behaviour within 1 working day100%90%
Customer Care - We will handle all calls on average within 300 seconds250 seconds300 seconds

Annual performance

Our annual performance against Service Standards is reported in the Tenants' Annual Report. A summary of performance can be viewed by clicking the links below:

Complaints and compliments

We value receiving both your complaints and compliments.

Complaints let us see where we need to improve our service. Compliments are a great way for us to learn what we are doing well. As part of the Consumer Standards set out in the Regulatory Framework, we are required to publish our complaints data. 

Find out more about how you can make a complaint or give feedback.

Complaints received April 2017 to March 2018

 Stage 1Stage 2Stage 3
Number received6787024
Responded to on time90.56%82.86%91.67%

Findings: 

  • Upheld: 21.42%
  • Partially upheld: 27.62%
  • Not upheld: 50.96%

Satisfaction with the way your complaint was handled: 69%

Reasons for complaints: As in previous years, complaints tend to be for those teams with close interaction with customers, and specifically around service not delivered, communication breakdown, delays to providing a service, quality of service or the customer is unhappy with a decision.

Compliments received April 2017 to March 2018

Number received: 464

Reasons for compliments: Compliments tend to arise from good service received, and also the good attitude and professionalism of staff. We also receive compliments when customers feel the staff member has 'gone the extra mile'.

Comparison of yearly summaries

YearComplaints receivedCompliments received
2010-2011922309
2011-2012899451
2012-2013931538
2013-2014960498
2014-2015838428
2015-2016964489
2016-2017844497
2017-2018678464

Customer satisfaction surveys

We regularly ask customers to tell us how they feel about the services we provide. Customer satisfaction surveys are sent via text, post, or could be carried out by staff over the phone.

We also conduct a periodic survey which is sent to all customers to see how they think their housing services are being delivered.

If you are contacted to complete a customer survey please take a few moments to complete this. Your views are very important to us and will help South Tyneside Homes improve the services you receive.

Annual Tenants' Survey 2017

In March 2017, a survey was sent out to all customers asking their views about how we deliver our services. We received responses from 1,138 customers (this represents 6.82% of our customers).

The results from the survey are below:

Questions askedOverall satisfaction in 2017Satisfaction at last survey
Overall, how satisfied are you with the services we offer?86.65%84.33%
How satisfied are you with the overall condition of your home?82.94%75.98%
How satisfied are you with the way we deal with repairs and maintenance?80.52%78.90%
How satisfied are you that the rent and service charges you pay are good value for the services you receive?79.31%79.42%
How satisfied are you that we listen to your views and act upon them?71.36%70.50%

Overall, the results for the survey were positive and the responses highlighted some ideas as to how services can be improved with valuable input from our customers.

A number of exciting changes and improvements will be made to services, including innovative ways to access housing services online which will be made directly from listening to customer feedback.

We welcome any comments, suggestions or compliments that will help us improve the services delivered to customers. You can do this by contacting us.