Collection performance
| Collection performance |
Sept 2003 |
Sept 2004 |
Sept 2005 |
Sept 2006 |
Target to Sept 2007 |
| No. of annual accounts delivered |
15,605 |
15,828 |
15,938 |
15,991 |
16,000 |
| No. of Major Works bills issued |
2,825 |
1,870 |
2,835 |
2,069 |
2,200 |
| Service Charge Arrears as at 30th Sept (£'000) |
£1,153 |
£979 |
£933 |
£939 |
£885 |
| Outstanding balance as % of balance at previous October |
9.7% |
8.0% |
6.9% |
6.9% |
6.5% |
| Recovery Action |
|
|
|
|
|
| Cases sent to Legal |
511 |
542 |
232 |
251 |
400 |
| County Court Action |
316 |
235 |
176 |
67 |
100 |
|
Complaints |
Sept 2003 |
Sept 2004 |
Sept 2005 |
Sept 2006 |
Sept 2007 |
| Level 1 – Income Collection Service |
16 |
24 |
298 |
34 |
20 |
| Level 2 – Director |
18 |
9 |
10 |
3 |
2 |
| Level 3 – Chief Executive |
0 |
0 |
0 |
0 |
0 |
| Total |
34 |
33 |
308 |
37 |
22 |
Service Charge Bills - Aggregate service charges collected against bills raised and % of net collectable debit
Service
charge
bills |
Total value
of bills
raised
(£) |
Total value
of bills
collected
(£) |
% of
net
collectable
debt |
| 2002/03 |
12,205 |
10,749 |
88.07 |
| 2003/04 |
11,932 |
10,779 |
90.34 |
| 2004/05 |
12,248 |
11,269 |
92.01 |
| 2005/06 |
13,480 |
12,547 |
93.08 |
| 2006/07 |
13,469 |
12,530 |
93.03 |
| Target 2007/08 |
13,620 |
12,735 |
93.50 |
Collection performance - Value of arrears outstanding and percentage of debit
|
Total arrears
outstanding
(£) |
Arrears
as
% of Debit |
| 2002/03 |
1,456 |
11.9 |
| 2003/04 |
1,153 |
9.7 |
| 2004/05 |
979 |
8.0 |
| 2005/06 |
933 |
6.9 |
| 2006/07 |
939 |
6.9 |
| 2007/08 |
882 |
6.5 |
| Target 2008/09 |
961 |
5.8 |
Our target of last year (6.50%) was not quite met due to staffing resources caused by long-term sickness that has now been resolved. A further improvement has been set although the amount billed this year has increased.
Complaints - Number received and % of complaints dealt with within ten working days
|
Total number
received |
% answered
within
10 working days |
| 2002/03 |
34 |
79.4 |
| 2003/04 |
33 |
72.7 |
| 2004/05 |
308 |
96.8 |
| 2005/06 |
34 |
97.8 |
| 2006/07 |
22 |
100 |
Complaints have been mainly about staff attitude (for which all staff have received customer care training) and the quality of certain reminder letters, which have since been improved. The unusually high number of complaints in 2004/05 were as a result of the proposal to withdraw the 10-monthly instalments payment option. This proposal has since been amended to only those leaseholders who are not the owner-occupier of their leasehold property.
