We believe that it's important to keep you informed on how well we are delivering specific services to you.
The charts that follow show our performance in the areas below:
The following charts each contain 2 bars which show:
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Target: the target that we have set ourselves
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Falkirk Council: the average performance of all 7 of our Housing offices
Repairs
The chart below shows the percentage of repairs that were completed on or before the target date. The target time is measured from the time the repair is notified to the time the job is completed.
We are very close to achieving our target
Improvement actions we are taking:
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We offer Repairs by Appointment so that you will know exactly when your repair will be carried out
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You can now order a repair in a variety of ways:
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report your repair to the Contact Centre on 01324 504050
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online at: Report a Repair Online
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ask a member of staff at any housing office to make a repair appointment for you
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We offer On The Spot Repairs - our tradesmen will carry out any other small repairs that you require when they are in your home
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We now carry out an Inspect & Repair Service to ensure that we minimise disruption to you - the tradesmen who inspects what is required will carry out the repair at the same visit whenever possible.
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Empty House Re-Let Times
The chart below shows the average number of days taken for houses to be re-let once a tenant has moved out of the property.
We have achieved our target
Improvement actions we are taking:
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We carry out a comprehensive health and safety inspection on all empty houses which includes gas, electricity, legionella and asbestos safety checks
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We are closely monitoring the work of all our sub-contractors to ensure that this always meets our quality expectations
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We are reviewing our void re-let standard to ensure that this matches customer expectations.
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Complaints/Enquiries
The chart below shows the percentage of complaints and enquiries responded to within the target time.
We have achieved our target
Improvement actions we are taking:
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We discuss our performance at our weekly team meetings to identify ways that we can improve our service
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We carry out a quality inspection on at least 5% of all repairs jobs to make sure the work has been completed to a satisfactory standard.
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Customer Satisfaction – Repair Receipts
Customer Satisfaction survey forms are sent out with Repair Receipts for all responsive repairs. The chart below shows the level of satisfaction with our Repairs Service.
We are very close to achieving our target
Improvement actions we are taking:
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We routinely contact any dissatisfied customer to find out what went wrong
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We use this information to improve the service that we provide.
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Customer Satisfaction – New Tenant Sign Up
New tenants are asked how satisfied they are with the offer of accommodation, the condition of the property and the information and advice provided at the sign up stage. The responses are shown in the three charts below:
We have achieved our target
Improvement actions we are taking:
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We consulted with tenants and applicants as part of our Allocations Policy Review
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We introduced a new Allocations Policy in January 2010 which is designed to meet housing need and give you more choice in the process of choosing a house.
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Customer Satisfaction – Tenant Satisfied with Condition of House
We have achieved our target
Improvement actions we are taking:
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We now provide a full list of all repairs that will be carried out before your tenancy will start
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We provide you with copies of all health and safety documentation eg gas / electric / asbestos certificates.
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Customer Satisfaction – Tenants Satisfied with Information and Advice at Sign Up Stage
We have achieved our target
Improvement actions we are taking:
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We give all new tenants a comprehensive Tenancy Pack which includes their tenancy agreement, good neighbour agreement, Tenancy Book, Tenants Handbook and advice leaflets on other services that are available for Falkirk Council tenants
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We make appointments for tenancy viewings and sign ups
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We provide benefits advice as part of our tenancy sign up process.
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Did You Know?
In Falkirk Council:
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There are 16,277 Council owned properties.
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116 properties became available for let in December 2011.
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A Neighbourhood Officer can provide advice and assistance on a variety of issues within the comfort of your own home. Please contact one of our Neighbourhood Offices / One Stop Shops, or email us at housing.falkirk@falkirk.gov.uk to arrange an appointment.
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Our Neighbourhood Officers are required to carry out a Tenancy Visit to your home every 2 years. Please ensure that access is made available, or alternative arrangements made when requested, in order to enable us to support you in your tenancy.
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You should have signed a Scottish Secure Tenancy Agreement. If you have not already done so, or are unsure whether you have signed this, please contact one of our Neighbourhood Offices / One Stop Shops, or email us at housing.falkirk@falkirk.gov.uk in order to clarify this. If required, an appointment can be made for you to sign your agreement.
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You can register to be included on our Consultation Register and be consulted by post, telephone or email on a variety of housing issues. If you want to find out more then please contact the Tenant Participation Team on 01324 590780 or by email at tenant.participation@falkirk.gov.uk.
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There are currently 16 Tenants & Residents Associations operating within Falkirk Council. If you and your neighbours are interested in forming a group we can provide advice, support and funding. If you want to find out more then please contact the Tenant Participation Team on 01324 590780 or by email at tenant.participation@falkirk.gov.uk.
Further Information
If you would like this information in another language, Braille, large print or audio, please contact one of our Neighbourhood Offices/One Stop Shops|.