Along with other Affordable Housing landlords, Cotman has made the following Customer Commitments for 2019-20.

These commitments have been consulted on by members of the National Voice Group and our own Ambassadors.

We are however, interested in wider customer views about them. Please contact us at any time at housing@cotman-housing.org.uk to give us your views on our Commitments as this will help us develop on 2020/21 commitments.

Tenant Involvement and Empowerment
Standard Measure Target
We will effectively respond to complaints % of complaints acknowledged within two working days 98%
% of first stage formal complaints responded to within 10 working days.  94%
We will report to customers on our performance We will produce and publish an Annual Report Report published
We will consult, publish and report on our Customer Commitments quarterly Customer commitments published quarterly
We will engage efficiently and effectively with our customers We will produce a 6 monthly customer involvement e-zine E-zine published and promoted
We will obtain customer feedback in a variety of ways. Published Involvement Strategy to incorporate all the ways customers get involved 
We will offer a range of customer involvement opportunities so that customers can influence service delivery, scrutinise our performance and hold us to account We will publish number of customer involvement opportunities 6 monthly One scrutiny task per year
We will publish scrutiny and customer involvement reports online One scrutiny task per year
We will consult tenants once every three years on the best way of involving tenants in the governance and scrutiny of our housing management service We will consult on our Customer involvement agenda during 2019 and publish the results online Review complete by Q4 19
Home
Standard Measure Target
We will continue to invest in our homes % meet the Decent Homes Standard 100%
We will continue to protect the safety of our residents in their homes % of properties have received their annual gas service 100%
We will continue to protect the safety of our residents in blocks of flats % of our blocks have received an annual fire risk assessment review  100%
We will provide an efficient, effective repairs service % of repairs completed right first time 88%
% of customers surveyed were satisfied with the repairs service they received 90%
Tenancy
Standard Measure Target
We will manage our empty properties effectively Av. no. of days to relet operational voids Cotman - 18 days
We will work to sustain tenancies % turnover in a rolling 12 months Cotman - 7.5%
Neighbourhood & Community
Standard Measure Target
We will provide an effective tenancy enforcement service % of customers surveyed were happy with the way their report of anti-social behaviour was dealt with 82%
We will respond to reports of serious anti-social behaviour within one working day % of reports of anti-social behaviour were responded to within one working day 98%
We will keep our neighbourhoods clean , safe and well maintained % of customers surveyed who were  satisfied with the overall grounds maintenance service provided 75%
% of customers surveyed who were satisfied with the overall estate cleaning service that is provided. 75%