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How we are doing… April and September 2015

We measure our performance against targets to ensure that we are delivering the best possible service to tenants.

We are on target to keep our promise to you and complete the Welsh Housing Quality Standard (WHQS) programme by the end of 2015. Statistics on the number of homes which fail to meet WHQS are shown below.

We have serviced 3,614 boilers in the first half of 2015.

We completed 9,655 emergency, urgent and non- urgent repairs in the first half of the year. More than eight out of ten were on time and to your satisfaction.

We have answered 98 out of every 100 calls to 0300 303 1717 on time and you’re also satisfied with 98 out of 100 calls.

We have had 39 formal complaints and 8 informal complaints between April and September 2015. Most were about delays or the lack of action. However the number of complaints that were upheld has decreased from the previous quarter.

Please click here for the latest report about the complaints we have had and what we have done as result.


Our performance

April to September 2015

Target

The percentage of homes failing to meet the Welsh Housing Quality Standard

5.63%

Compliance achieved by end 2015

Percentage of gas servicing completed on time

99.88%

100.00%

Repairs completed Right First Time

77.44%

81.00%

Overall satisfaction with the repairs process

88.02%

95.00%

Repairs completed to time

89.09%

98.30%

% of calls answered by Customer Services

98.21%

97.50%

Customer satisfaction with Customer Services

98.16%

95.00 %

Formal complaints

39

N/A

Informal complaints

8

N/A

  • Get in touch
  • 0300 303 1717
  • info@taicalon.org
  • Text taicalon to 60030,
    followed by your message.