Rykneld Homes is committed to providing high quality services to customers. We monitor how well we are performing throughout the year against a set of key performance indicators and service standards.
Rykneld Homes monitors and reports performance each quarter, through the Comprehensive Performance Report . Click here to view the Rykneld Homes Comprehensive Performance Reports.
We also report on our top ten performance areas that our tenants have told us are most important. These are reported quarterly in our 'Homing In' Newsletter, which is sent to all tenants. Click here to view the Homing In Newsletters. The summary of performance against our top ten indicators are listed below.
Performance Indicator |
Our Performance |
2008/09 Target |
On/Off Target |
| Percentage of responsive repairs completed on time |
99.75% |
98.5% |
P |
| Average time to complete a Major (urgent) adaptation |
29.3 days |
35 days |
P |
| Percentage of ASB complaints responded to within 7 calendar days / Average time to respond to an ASB case |
0.44 days |
7 days |
P |
| Percentage of complaints responded to within timescale |
91.46% |
90% |
P |
| Net improvement in Estate Inspection Matrix |
8 estates |
6 estates |
P |
| Average time to re-let properties |
29.2 days |
28 days |
O |
| Registering, responding to and banding lettings application within 20 days |
98.3% |
94% |
P |
| Satisfaction of tenants with services provided by Rykneld Homes |
94.35% |
80% |
P |
| Percentage of contact centre calls answered within 20 seconds |
93.62% |
80% |
P |
| Proportion of calls to Care Call answered within 30 seconds |
98.31% |
94% |
P |
Mystery shopping
Check out the results of the Derbyshire Tenants Network Mystery Shopping exercise carried out on Rykneld Homes services at the end of 2008. The purpose of this Mystery Shopping Project is to give a customer perspective on the services that Rykneld Homes offer along with providing the opportunity to measure performance against company policy and ensure Rykneld Homes services are customer focused. Click here to find out more about how to become involved in Mystery Shopping and other involvement opportunities.
Tenant Satisfaction Survey
Click here to view the results of the Rykneld Homes Tenant Satisfaction Survey 2008. The purpose of the survey was to establish satisfaction levels amongst tenants and to provide us with a baseline of data to help us to ensure customers continue to receive good quality services in the future.
