Calls resolved first time when contacting the Customer Service Centre
57%
59%
55%
Customer Satisfaction with the Customer Service Centre
80%
84%
82%
% of abandoned calls at the Customer Service Centre
3%
5%
Helpfulness of Staff
N/A
No Target Set
Being treated as a valued customer
Involved customers satisfied that their views are taken into account
86%
100%
95%
Services changed, withdrawn or implemented as a result of customer involvement
10
8
(30 per Year)
Customers satisfied with their involvement in meetings and focus groups
93%
98%
Customers satisfied with training they attended
Involved customers who said they would recommend getting involved to other people
88%
Complaints responded to on time
91%
Customers satisfied with the resolution of their complaint
40%
50%
Complaints acknowledged on time
99%
Customers satisfied with the overall service
71%
85%
Emergency repairs completed in time
87%
96%
Average Time for Non-Emergency Jobs (Days)
13.4
12.0
14 Days
Emergency Jobs completed on or before the first appointment date.
99.6%
70%
83%
Satisfaction with Aids and Adaptations
Satisfaction with Heating
90%
Satisfaction with Kitchens / Bathrooms / Electrical Works (Internal Refurbishments)
64%
Satisfaction with EERP / Eco
31%
-
Satisfaction with Cyclical Works
69%
58%
Satisfaction with Doors and Windows
Properties with a valid gas certificate
99.84%
99.99%
Customers satisfied with the overall service received
Customers satisfied with the overall service they received when they moved into their new home
67%
74%
General Needs - Average time taken to re-let our properties (Days)
20.9
16.4
OHE - 18.5
OES - 17.8
Sheltered - Average time taken to re-let our properties (Days)
55.7
29.5
OHE - 39
OES - 25
General Needs & Sheltered - Average time taken to re-let our properties (Days)
28.1
18.1
OHE - 21.2
OES - 18.7
Satisfaction with how Orbit dealt with the ASB issue you reported (four week)
20%
Satisfaction with how Orbit dealt with the ASB issue you reported (case closure)
0%
33%
48%
Customers contacted about their complaint within timescales (urgent cases)
97%
Customers contacted about their complaint within timescales (non-urgent cases)
Gross Rent arrears owed (General Needs and Sheltered)
4.19%
3.71%
OHE - 4.30%
OES - 4.70%
Rent is Value for Money
Service Charge is Value for Money
Additional income obtained for customers following use of our advice services
Annual Gains - £431,198.95
One off Gains - £262,592.97
Annual Gains - £142,072.70
One off Gains - £32,080.51
Estate Services - Customers satisfied with the overall service
32%
