How Are We Performing?

Jephson Homes

Jephson Homes HA Jephson Homes and Jephson Housing associations aim to provide high quality housing and excellent services to our customers.

Our corporate objective is to achieve national top quartile performance in all key performance indicators by 2014.

We measure our performance using national and internally set indicators.

The tables below shows a summary of our performance on key indicators. Click on the tab headings to view performance at association level or by Jephson region.

Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	16	27	21
% of emergency responsive repairs completed on time	98%	95%	95%
% of urgent responsive repairs completed on time	95%	93%	94%
% of routine responsive repairs completed on time	95%	91%	91%
% of tenants satisfied with responsive repairs service	95%	84%	85%
% of unanswered telephone calls	1%	3%	3%
Average time taken to answer telephone calls (in seconds)	8	7.7	7.8

(Our performance is measured against target)

Jephson Housing

These statistics show the performance of Jephson Housing association.

Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	20	30	28
% of emergency responsive repairs completed on time	98%	96%	95%
% of urgent responsive repairs completed on time	95%	94%	95%
% of routine responsive repairs completed on time	95%	92%	93%
% of tenants satisfied with responsive repairs service	95%	90%	92%

(Our performance is measured against target)

North

These statistics show the performance of Jephson North region.

Jephson Homes Housing Association*

Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	16	18	15
% of emergency responsive repairs completed on time	99%	100%	100%
% of urgent responsive repairs completed on time	97%	98%	99%
% of routine responsive repairs completed on time	97%	97%	98%
% of tenants satisfied with responsive repairs service	90%	91%	92%
% of unanswered telephone calls	1%	3%	3%
Average time taken to answer telephone calls (in seconds)	8	6	6

Although the time taken to re-let empty homes increased slightly from 16 days to 18 days, the region’s performance is amongst the best of any housing provider in the country. The top 25% of housing providers took an average of 26 days to re-let their homes during 2009 compared with 18 days for Jephson North for the year ended 31 March 2010.

The performance of the repairs contractors in completing repairs on time and satisfaction with the service is encouraging to see.

Jephson Housing Association*
Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	19	20	20
% of emergency responsive repairs completed on time	99%	98%	100%
% of urgent responsive repairs completed on time	97%	99%	99%
% of routine responsive repairs completed on time	97%	98%	98%
% of tenants satisfied with responsive repairs service	90%	98%	97%

(Our performance is measured against target)

The performance of the repairs contractors is again encouraging. Although we missed our target for completing emergency repairs on time, 98% of emergency repairs were done on time and we are working to improve this.

*There are two housing associations within the Jephson Housing Group operating in the North region, Jephson Homes Housing Association and Jephson Housing Association. Performance information is presented for each housing association. For details of your landlord please refer to your tenancy agreement.

Quality Housing Services (QHS) results

Jephson is regularly assessed to make sure its services are of the highest quality. We are assessed by QHS (Quality Housing Services), who evaluate ten of our key services and compare them to the average performance of other QHS members. Download our performance results for more details.

East

These statistics show the performance of Jephson East region.

Jephson Homes Housing Association*

Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	21	29	27
% of emergency responsive repairs completed on time	100%	95%	95%
% of urgent responsive repairs completed on time	96%	89%	91%
% of routine responsive repairs completed on time	95%	88%	90%
% of tenants satisfied with responsive repairs service	90%	76%	76%
% of unanswered telephone calls	1%	3%	3%
Average time taken to answer telephone calls (in seconds)	8	8.9	9.1

We experienced early challenges with our repairs service which saw the appointment of a new contractor, Ian Williams, who started working with us in October 2009.

Fundamentally target times to complete work and achieve a first time fix were not consistently achieved and inevitably this poor performance has adversely impacted on customer satisfaction.

However, we have been working very closely with the contractor and our repairs contractor group which includes tenant members and we are beginning to see improved performance which we expect to show in the data at the end of the next quarter.

Jephson Housing Association*
Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	21	56	64
% of emergency responsive repairs completed on time	100%	96%	93%
% of urgent responsive repairs completed on time	96%	87%	88%
% of routine responsive repairs completed on time	95%	89%	92%
% of tenants satisfied with responsive repairs service	90%	82%	87%

(Our performance is measured against target)

We experienced a higher level of voids at one of our housing for older people schemes but as a result of a direct marketing campaign we have now been able to welcome several new customers to the scheme.

*There are two housing associations within the Jephson Housing Group operating in the East region, Jephson Homes Housing Association and Jephson Housing Association. Performance information is presented for each housing association. For details of your landlord please refer to your tenancy agreement.

Quality Housing Services (QHS) results

Jephson is regularly assessed to make sure its services are of the highest quality. We are assessed by QHS (Quality Housing Services), who evaluate ten of our key services and compare them to the average performance of other QHS members. Download our performance results for more details.

S&W

These statistics show the performance of Jephson South & West region.

Jephson Homes Housing Association*

Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	18	30	20
% of emergency responsive repairs completed on time	100%	96%	96%
% of urgent responsive repairs completed on time	95%	91%	91%
% of routine responsive repairs completed on time	95%	90%	89%
% of tenants satisfied with responsive repairs service	95%	86%	88%
% of unanswered telephone calls	1%	2%	2%
Average time taken to answer telephone calls (in seconds)	8	7.7	7.7

Re-let times deteriorated significantly over the quarter due to the number of properties requiring asbestos tests and removal prior to other works commencing. There was little change in repairs performance but the new maintenance contractor is now achieving 90% or more in all categories.

Jephson Housing Association*
Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	12	23	14
% of emergency responsive repairs completed on time	100%	99%	98%
% of urgent responsive repairs completed on time	95%	95%	93%
% of routine responsive repairs completed on time	95%	89%	88%
% of tenants satisfied with responsive repairs service	95%	83%	84%

(Our performance is measured against target)

Although re-let times for Jephson Housing also deteriorated significantly over the quarter the average time of 23 days is still within the top quartile of all housing associations in England. Repairs performance in all three categories of repair continues to improve.

*There are two housing associations within the Jephson Housing Group operating in the South & West region, Jephson Homes Housing Association and Jephson Housing Association. Performance information is presented for each housing association. For details of your landlord please refer to your tenancy agreement.

Quality Housing Services (QHS) results

Jephson is regularly assessed to make sure its services are of the highest quality. We are assessed by QHS (Quality Housing Services), who evaluate ten of our key services and compare them to the average performance of other QHS members. Download our performance results below for more details.

Midlands

These statistics show the performance of Jephson Midlands region.

Jephson Homes Housing Association*

Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	18	25	23
% of emergency responsive repairs completed on time	99%	95%	94%
% of urgent responsive repairs completed on time	99%	94%	94%
% of routine responsive repairs completed on time	97%	92%	92%
% of tenants satisfied with responsive repairs service	95%	88%	89%
% of unanswered telephone calls	1%	3%	3%
Average time taken to answer telephone calls (in seconds)	8	7.9	8

We are continuing to improve our performance in letting our homes quickly and at the end of March 2010 we easily achieved the targets we had set ourselves at the start of the year.

Although we fell just short of our targets for completing repairs on time, we still managed to complete over 90% of repairs on time and we expect this performance to improve over the coming months. Tenant satisfaction with the repairs service is still below our target and we are working hard to improve this.

In terms of the telephone service, we are generally meeting our target for answering calls promptly and we are monitoring the level of unanswered calls to try to improve this aspect of our service.

Jephson Housing Association*
Performance Indicator	Target	Mar-10	Dec-09
Time taken to re-let empty homes (in days)	22	29	29
% of emergency responsive repairs completed on time	99%	95%	94%
% of urgent responsive repairs completed on time	99%	94%	95%
% of routine responsive repairs completed on time	97%	91%	92%
% of tenants satisfied with responsive repairs service	95%	87%	90%

(Our performance is measured against target)

*There are two housing associations within the Jephson Housing Group operating in the Midlands region, Jephson Homes Housing Association and Jephson Housing Association. Performance information is presented for each housing association. For details of your landlord please refer to your tenancy agreement.

Quality Housing Services (QHS) results

Jephson is regularly assessed to make sure its services are of the highest quality. We are assessed by QHS (Quality Housing Services), who evaluate ten of our key services and compare them to the average performance of other QHS members. Download our performance results below for more details.

MHA

Click here for Marches Housing Association statistics.

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Jephson Homes

Jephson Housing

North

Jephson Homes Housing Association*

Jephson Housing Association*

Quality Housing Services (QHS) results

East

Jephson Homes Housing Association*

Jephson Housing Association*

Quality Housing Services (QHS) results

S&W

Jephson Homes Housing Association*

Jephson Housing Association*

Quality Housing Services (QHS) results

Midlands

Jephson Homes Housing Association*

Jephson Housing Association*

Quality Housing Services (QHS) results

MHA

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