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 email@example.com to give us your views on our Commitments as this will help us develop on 2020/21 commitments.
|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|
|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%|
|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%|
|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%|