How were doing

Performance indicator How we did April to 2015-16 Traffic light

last year September Target
2014-15 2015

Repairs Direct
Number of responsive repairs completed 16892 8573 - -
% Emergency repairs completed within 24 hours 95.48% 97.60% >=99%
% Non- emergency repairs completed in target 93.09% 94.77% >=98%
Resident satisfaction with repairs service 93.69% 96.75% >=95%

Gas servicing
Properties with valid Landlords Gas Safety Certificate 99.45% 99.9% 100%

Customer contact
Number of calls received by Contact Centre 83696 41506 - -
Percentage of calls answered 91.21% 91.60% >=90%
Percentage of calls answered within 30 seconds 64.40% 62.02% >=70%
% Residents complaints responded to within target 93.95% 95.19% >=90%

Empty properties
No. homes re-let in the period 202 144 - -
Average time taken to re-let an empty general needs home
requiring minor works (calendar days) 23.86 19.47 <=23.0 -

Rent collection
Collection rate excluding arrears brought forward 99.65% 98.73% >=99.96%

Neighbourhoods and estates

No. new ASB reports 233 193 - -
% Estates passing estate inspection standards 98.28% 98.32% >=97%
Resident satisfaction with grounds maintenance 91.63% 92.42% - -

KEY: Target met Near to target Off target

We review our progress against challenging targets, across all areas of service. We monitor
our performance to measure our successes and identify areas for improvement.

We report information on our performance to the Board, and to our residents quarterly in
Link magazine, online and in our customer reception areas.

By Post Kensington and Chelsea TMO, Unit A, 292 Kensal Road, London, W10 5BE

By Telephone 0800 137 111, 020 3617 7080

Online www.kctmo.org.uk