Properties in Chingford

Learn more about CBHA's performance.

Each month we measure our performance against targets set at the beginning of each year to ensure that we are delivering the best possible service to our customers. Our performance is compared to other housing providers of a similar size for benchmarking purposes.

Our full suite of Key Performance Indicators (KPIs) are reported monthly to the Mangement team and at least quarterly to CBHA Board.

You can find more information about our past performance in our CBHA Report and Accounts, 2014 as well as the CBHA Annual Report to Residents. Our plans for future service delivery including how we will measure and monitor our performance are contained within the Business Plan.

CBHA collects and collates performance information in a number of different ways. Amongst others these include monthly and annual surveys, customer reply cards and information from the housing management system.

CBHA Key Performance Indicators

Measure

2013/14 performance

2014/15 performance

Customer Satisfaction with Telephone Service

 N/A

91%

Percentage of complaints resolved at stage 1

97%

96%

Customer satisfaction with complaint handling

93%

66%

Customer satisfaction with complaint outcome

78%

58%

 

 Repairs and maintenance

Measure

2013/14 performance

2014/15 performance

Repairs within target- All

96%

98%

The percentage of repairs appointments kept

98%

97%

Satisfaction with last repair

 N/A

93%

The percentage of properties with a valid gas safety certificate

 N/A

100%

 

Tenancy

Measure

2013/14 performance

2014/15 performance

Percentage of rent collected

 N/A

100.2%

Average time taken to re-let a home (general needs)

22

21

 

Neighbourhood and community

Measure

2013/14 performance

2014/15 performance

Satisfaction with Anti-Social Behaviour service ASB)- case handling

100%

99%

Number of people into jobs

39

57

Number of people into training

147

162

  • CBHA repairs

    All about the repairs service, plus information about pest control and home insurance.

  • Tenancy and support services

    How CBHA’s Tenancy Support Services team works to support residents in feeling comfortable in their home.  

  • Our policies

    Key CBHA policies, including repairs and maintenance, complaints and antisocial behaviour and domestic violence