Performance Indicators 2019/20

Performance Indicators
Back to menu Performance
Indicator
April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to
Date
Target How Are
We Doing?

2018/19 End of Year Performance

Repairs and Telephone Calls
Repairs Completed on Time Number of repair
orders raised
4,026       4,026     14,632
Completed
within time
3,311       3,311 95% Worried Face 14,010
94%       94% 96%
First Time Fixes Repairs fixed at
first appointment
3,010       3,010 80% Happy Face 12,465
88%       88% 83%
Repairs Telephone Calls Total number
of calls
8,024       8,024   32,251
Calls lost 1,249       1,249 2,947
16%       16% 9%
Longest time to
answer a call
in minutes)
39mins 43s       39mins 43s 26mins
Average time to
answer a call
(in minutes)
4min 1s       4mins 1s 1min 30s Sad face 2mins 5s
Back to menu Performance Indicator April-June
2019
July-
September 2019

October-
December
2019

January-
March
2020
Year to Date Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Health and Safety (Compliance)
Gas Safety Number of homes
with a gas safety certificate
2,543       2,543 100% Happy Face 2,535
100%       100% 99.98%
Asbestos Audits Resident homes
where an asbestos survey has been completed
3,475       3,475 90% Happy Face 3,454
91.26%       91.26% 91.26%
Electrical Safety Certificate Homes with a current electrical safety
certificate
3,753       3,753 100% Happy Face 3,847
99.34%       99.34% 199%
Back to menu Performance Indicator April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to
Date
Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Communal Cleaning & Gardening
Cleaning & Grounds Maintenance Cleaning & grounds maintenance inspected and meets
the agreed gold
standard
1087       1087 75% Happy Face 1147
97.1%       97.1% 97.1%
Cleaning & grounds maintenance inspected and meets the agreed silver standard 29       29 20% Happy Face 12
2.6%       2.6% 1%
Cleaning & grounds maintenance inspected and meets the
agreed bronze
standard
4       4 3% Happy Face 11
0.4%       0.4% 1%

Cleaning & grounds maintenance inspected and doesn' meet the agreed
standard

0       0 0% Happy Face 0
0%       0% 0%
Back to menu Performance
Indicator
April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to
Date
Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Estate Inspections and Bulk Refuse
Estate Inspections Number of estate inspections 49       49 95% Happy Face 311
100.0%       100% 93%
Communal Fire Risk Assessment Number of completed fire risk assessments 174       174 100% Happy Face 180
100%       100% 100%
Bulk Refuse Cost of removal of bulk refuse   

Bulk:
£168,000

 
Back to menu Performance
Indicator
April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to
Date
Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Empty Properties (Voids)
Empty Properties Average number of days to let a property from when the last tenant left (to exclude major works lettings) 23.7       23.7 22 Worried Face 23.26
Letting Period Number of voids that exceeded the target days 16       16   36
Average time to let a property once it is fit to let 12.4       12.4 10
days
Worried Face 10.8
Back to menu Performance Indicator April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to
Date
Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Income (Rent Payments)
General Needs Rent Collection Amount of rent collected £5,330,096       £5,330,096 99.5% Happy Face £21,175,986
Rent collected as percentage of rent due 100.40%       100.40 99.50%
Value of rent arrears for General Needs (cumulative) £600,744       £600,744   Happy Face £611,636
Rent arrears for General Needs as a percentage of annual rent debit 2.82%       2.82% 3.50% 2.87%
Back to menu Performance
Indicator
April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to Date Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Tenancies (Anti-Social Behaviour)
Anti-Social Behaviour (ASB) Total number of new or reactivated open ASB cases by type in period 152       152   715
Noise           228
Verbal abuse           97
Drugs / substance misuse           62
Pets and animal nuisance           56
All other cases           272
Number of
open active
enforcement actions taken - high level cases
9       9 30
Back to menu Performance
Indicator
April-June
2019
July-
September
2019
October-
December
2019
January-
March
2020
Year to
Date
Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Customer Service (Non-Repairs Telephone Calls)
Central Services Telephone Calls Calls dealt with at first point of contact 4,514         50% Worried Face  
46%       46%
Callbacks made on time  
Back to menu Performance
Indicator
April-June
2019
July-September
2019
October-December
2019
January-March
2020
Year to Date Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Customer Service - Complaints
All Complaints By Categories Number of complaints received in that period 111       111     663
Failure to provide a service 41       41 174
37%       37% 26%
Dissatisfied with repairs service provided 61       61 353
55%       55% 53%
Other 9       9 136
8%       8% 24%
Stage 1 Complaints Number of quick fix or services considerations due in this period 108       108     630
Number of quick fix or service considerations answered within time 103       103 100% Worried Face 531
95%       95% 96%
Number of quick fix or service considerations upheld 84       84     410
74%       74% 67%
Stage 2 Complaints Number of stage 2 complaints received in that period 6       6     32
Number of stage 2 complaints due that were answered within time 5       5 100% Happy Face 29
100%       100% 94%
Number of stage 2 complaints upheld 3       3     22
60%       60% 69%
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Performance
Indicator

April-June
2019
July-September
2019
October-December
2019
January-March
2020
Year to Date Target How
Are
We
Doing?
2018/19 End
of Year
Performance
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more

Performance Indicators 2018/19

 

Performance Indicators
Back to menu Performance
Indicator
April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to
Date
Target How Are
We Doing?

2017/18 End of Year Performance

Repairs and Telephone Calls
Repairs Completed on Time Number of repair
orders raised
3,657 3,746 3,390 3,839 14,632      
Completed
within time
3,458 3,617 3,255 3,680 14,010 95% Happy Face  
95% 97% 96% 96% 96%
First Time Fixes Repairs fixed at
first appointment
4,067 4,199 4,199 4,178 12,465 80% Happy Face 15,479
85% 84.3% 83% 85% 83% 82%
Repairs Telephone Calls Total number
of calls
8,257 7,184 7,771 9,039 32,251   28,847
Calls lost 667 581 783 916 2,947 2,836
8% 8% 10% 10% 9% 10%
Longest time to
answer a call
in minutes)
33mins 47s 33mins 55s 32mins 54s 28mins 49s 26mins N/A
Average time to
answer a call
(in minutes)
1min 25s 1min 38s 2mins 29s 2mins 46s 2mins 5s 1min 30s Sad face 1min
Back to menu Performance Indicator April-June
2018
July-
September 2018

October-
December
2018

January-
March
2019
Year to Date Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Health and Safety (Compliance)
Gas Safety Number of homes
with a gas safety certificate
2,480 2,480 2,535 2,535 2,535 100% Worried Face 2,480
100% 100% 99.92% 100% 99.98% 100%
Asbestos Audits Resident homes
where an asbestos survey has been completed
3,378 3,259 3,454 3,475 3,454 90% Worried Face 3,547
84.1% 84.5% 90.8% 91.26% 91.26% 87.7%
Electrical Safety Certificate Homes with a current electrical safety
certificate
3,864 3,847 3,847 3,847 3,847 100% Happy Face 3,831
99.9% 100% 100% 100% 100% 99.5%
Back to menu Performance Indicator April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Communal Cleaning & Gardening
Cleaning & Grounds Maintenance Cleaning & grounds maintenance inspected and meets
the agreed gold
standard
Service
Started
July 2018
235 906 1147 1147 75% Happy Face  
95% 94% 98% 98%
Cleaning & grounds maintenance inspected and meets the agreed silver standard 6 30 12 12 20% Happy Face
3% 3% 1% 1%
Cleaning & grounds maintenance inspected and meets the
agreed bronze
standard
2 17 11 11 3% Happy Face
1% 2% 1% 1%

Cleaning & grounds maintenance inspected and doesn' meet the agreed
standard

1 6 0 0 0% Happy Face
1% 1% 0% 0%
Back to menu Performance
Indicator
April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Estate Inspections and Bulk Refuse
Estate Inspections Number of estate inspections 46 135 130 141 311 95% Happy Face  
98.0% 95.7% 89.3% 96% 93%
Communal Fire Risk Assessment Number of completed fire risk assessments 166 172 180 180 180 100% Happy Face 166
100% 100% 100% 100% 100% 100%
Bulk Refuse Cost of removal of bulk refuse   

Bulk:
£168,000

 
Back to menu Performance
Indicator
April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Empty Properties (Voids)
Empty Properties Average number of days to let a property from when the last tenant left (to exclude major works lettings) 28.5 21 20.8 24.8 23.6 22 Worried Face 32.6
Letting Period Number of voids that exceeded the target days 25 10 16 19 35   108
Average time to let a property once it is fit to let 10.5 10 11.3 11.3 10.8 10
days
Worried Face Not Available
Back to menu Performance Indicator April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Income (Rent Payments)
General Needs Rent Collection Amount of rent collected £5,416,518 £5,152,569 £5,601,440 £5,005,459 £21,175,986 99.5% Happy Face £21,107,046
Rent collected as percentage of rent due 102.20% 97.70% 100.30% 100.00% 99.50% 100.5%
Value of rent arrears for General Needs (cumulative) £571,098 £642,741 £694,488 £611,636 £611,636   Happy Face £652,054
Rent arrears for General Needs as a percentage of annual rent debit 2.71% 3.02% 3.26% 2.87% 2.87% 3.50% 3.08%
Back to menu Performance
Indicator
April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to Date Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Tenancies (Anti-Social Behaviour)
Anti-Social Behaviour (ASB) Total number of new or reactivated open ASB cases by type in period 215 237 129 134 715   1005
Noise 53 78 48 49 228  
Verbal abuse 25 28 22 22 97
Drugs / substance misuse 21 19 13 7 62
Pets and animal nuisance 15 21 9 13 56
All other cases 101 91 37 43 272
Number of
open active
enforcement actions taken - high level cases
8 10 9 3 30 14
Back to menu Performance
Indicator
April-June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Customer Service (Non-Repairs Telephone Calls)
Central Services Telephone Calls Calls dealt with at first point of contact 4,498 4,764 TBA 4,326 13,588 50% Worried Face  
48% 48% 43% 45%
Callbacks made on time  
Back to menu Performance
Indicator
April-June
2018
July-September
2018
October-December
2018
January-March
2019
Year to Date Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Customer Service - Complaints
All Complaints By Categories Number of complaints received in that period 175 152 149 187 663      
Failure to provide a service 59 45 25 45 174
34% 30% 17% 24% 26%
Dissatisfied with repairs service provided 79 81 89 104 353
45% 53% 60% 56% 53%
Other 37 26 35 38 136
21% 17% 23% 20% 24%
Stage 1 Complaints Number of quick fix or services considerations due in this period 169 144 139 178 630      
Number of quick fix or service considerations answered within time 113 124 141 153 531 100% Worried Face 784
97% 95% 96% 96% 96%  
Number of quick fix or service considerations upheld 107 83 98 122 410     455
61% 61% 68% 77% 67% 60%
Stage 2 Complaints Number of stage 2 complaints received in that period 6 8 10 8 32     39 (5%)
Number of stage 2 complaints due that were answered within time 7 7 7 8 29 100% Worried Face  
100% 100% 88% 89% 94%
Number of stage 2 complaints upheld 3 8 6 5 22     33
43% 100% 75% 56% 69% 85%
Back to menu

Performance
Indicator

April-June
2018
July-September
2018
October-December
2018
January-March
2019
Year to Date Target How
Are
We
Doing?
2017/18 End
of Year
Performance
 
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more