We keep a close eye on how we're performing, we produce monthly, quarterly and annual reports to make sure we're hitting targets and making adjustments to how we're working to strive for continuous improvement. In our aim to be open and transparent, we've provided you with a variety of ways to view our performance.
We use customer satisfaction data to try to see tenant's perspective and use their experiences to help improve or keep a high level of service.
Read about the Government's Tenant Satisfaction Measures and how DDC are meeting these.
For Tenant Satisfaction Measures 2023/24.
See how we're performing quarterly.
Don't wait for a survey to be sent to you, you can let us know what you think 24/7 on our handy feedback form.
Read our statistics on how we're combatting Tenancy Fraud and working to keep properties out of the hands of fraudsters.
Read our latest Annual reports and publications for residents.
Find out how you can get involved and make a difference to the Housing Service you receive.
What is Housing Performance data?
Throughout the housing service we collect a range of information known as performance data, for example how long it takes to deliver a particular service, how many requests for a particular service we deal with and your feedback on our services. This allows us to measure how well we are delivering service, how satisfied you are with our service and it also allows us to compare our performance quarterly, annually.
We also compare our performance against other social landlords, including other Councils and Housing Associations.
What do we do with this data?
Our performance and survey data is discussed by the Housing Management and Asset Management Teams to highlight any areas of concern as well as good performance. It also allows the team to look at what actions need to be taken as a result. Managers/Officers are then allocated responsibility for looking into any issues of concerns. Issues would be raised at meetings with our contractors or further research undertaken including increasing visits to blocks/estates or amending our processes to find methods to create a better service.
All this data therefore is used to help us make decisions and look at ways to improve our service delivery.
We are always looking at ways we can provide meaningful information to share with our residents, and help present them in a way that out residents will find useful and interesting. If you're interested in helping scrutinising services, please get in touch with Beth Becks on Beth.Becks@dover.gov.uk.
We share data with the Dover District Tenant Group, who use the information to scrutinise services and hold DDC to account.