How are we performing?

The Tenant Services Authority (TSA) is the agency that regulates us. It wants to know how we deliver our services at the quality and value for money you have a right to expect. On this page, you will find some facts and figures that you have asked to see about your rents, repairs, complaints and other services.

How satisfied are you with your services?

We regularly carry out a survey of all our residents to find out what we are doing well, and where we need to do better. The results from the survey are used to ensure we direct our attention to the changes that you want to see. Through taking part in the survey, you directly influence and improve service.

These figures are taken from the 2010 residents' survey.

Satisfaction with Accent Nene General Needs and sheltered residents

Satisfaction with repairs and maintenance General Needs and sheltered residents

Satisfaction with taking your views into account General Needs and sheltered residents

Satisfaction with keeping you informed General Needs and sheltered residents

Homeowner satisfaction Shared owners, Freeholders & Leaseholders

Repairs

We set targets for each of our three repair categories: emergency, urgent and routine.

In response to your requests and to help give you an even better service, we have introduced some new features recently, including better call handling, appointment slots, on-line routine repair reporting, direct emailing and call backs.

Emergency repairs Completed within 24 hours: Target: 100% Actual:100%

Urgent repairs Completed within 7 days: Target: 98.3% Actual: 98.5%

Routine repairs Completed within 1 month: Target: 99.2% Actual: 98.1%

Satisfaction with work: Target: 95% Actual: 95%

Appointments made and kept: Target: 95% Actual: 96.1%

Complaints

There were 156 formal complaints of which 30 were upheld. No complaints were referred to the Ombudsman. The supplied graph gives a category breakdown.

How each £1 of your rent is spent

Every penny of every pound of your rent is put to good use. It helps us to improve the services we give you and keep your home safely managed and maintained. The chart below shows where each £1 of your rent money goes.