The Co-operative was delighted with the response to the Tenant Satisfaction Survey earlier in the year, not only in terms of the positive feedback, but by the number of tenants willing to engage with us and tell us what they think of the services we offer.

We are continuing to work towards setting up our Residents Panel which will be a vehicle for tenants to have their views heard on any aspect of the Co-operative or the service they receive from us. Along with this, we will carry on measuring your satisfaction levels which is crucial to ensuring we continually improve our services.

Repairs Satisfaction

From 1 April 2008 – 31 March 2009, the Co-operative carried out 987 repairs and out of these, 374 tenants responded to our survey.

Tenants finding it easy to report repairs	100%
Contractors took precautions to protect carpets, ornaments etc	100%
Contractors Cleaned up to tenants’ satisfaction	100%
Tenants found the contractors helpful and polite	100%
Tenants happy with the quality of the finished job	100%
Tenants happy with the Co-operative’s staff who dealt with their repair	100%
Tenants advised of job priority	98%
Tradesmen contacting the tenant to arrange access	96%

Repairs Response Times

As well as asking tenants what they thought of the repairs service, we regularly check to see if our contractors are carrying our repairs within the timescales we give them.

% Repairs Completed within Timescales 1 April 2008 - 30 March 2009	Actual	Target
Emergency - 2 hours	100%	100%
Urgent - 3 days	100%	95%
Routine - 7 days	99%	95%

Collecting Rent

Rent Arrears as at 30 March 2009	Actual	Target
Total Arrears as a percentage of Rent Due	3.14%	4.0%
Current Tenant Arrears	1.94%	2.0%
Former Tenant Arrears	1.2%	2.0%

Empty Properties

Inevitably, some tenants decide to move on from Fairfield and the Co-operative strives to re-allocate each property as soon as possible to minimise the amount of rent lost.

How Quickly We Let Our Properties as at 30 March 2009
	Actual Working Days	Target Working Days
All Properties	6	10