Key Performance Indicators 2020/21

Key Performance Indicators 2020 / 21

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Repairs And Telephone Calls 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Repairs Completed On Time

 

Number of repair orders raised

 

Year to date 7,166
April-June 2020 2,369
July-September 2020 4,797
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 19,332

 

Completed within time

 
Year to date 5,749 (95%) Happy Face
Target 95%
April-June 2020 1,951 (97%)
July-September 2020 3,798 (95%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 16,204 (95%)

 

First Time Fixes

 

Repairs fixed at first appointment

 
Year to date 5,114 (89%) Happy Face
Target 80%
April-June 2020 1,832 (94%)
July-September 2020 3,282 (86%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 14,622 (88%)

 

Repairs Telephone Calls

 

Total number of calls

 
Year to date 10,139
April-June 2020 3,502
July-September 2020 6,637
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 33,058

 

Calls lost

 
Year to date 927 (9%)
April-June 2020 292 (8%)
July-September 2020 635 (10%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 3,652 (11%)

 

Longest time to answer a call (in minutes)

 
Year to date 1hr 18min 36s
April-June 2020 29mins 34s
July-September 2020 1hr 18min 36s
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 31mins 12s

 

Average time to answer a call (in minutes)

 
Year to date 1min 54s Sad face - Not meeting current target by 10% or more
Target 1min 30s
April-June 2020 1min 32s
July-September 2020 2min 16s
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 1min 50s

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Health And Safety (Compliance) 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Gas Safety

Number of homes with a gas safety certificate

 
Year to date 2,566 (100%) Happy Face
Target 100%
April-June 2020 2,566 (100%)
July-September 2020 2,566 (100%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 2,543 (100%)

 

Asbestos Audits

Resident homes where an asbestos survey has been completed 

 
Year to date 3,695 (95.31%) Happy Face
Target 90%
April-June 2020 3,690 (95.18%)
July-September 2020 3,695 (95.31%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 3,667 (95.15%)

 

Electrical Safety Certificate

Homes with a current electrical safety certificate

Year to date 3,777 (100%) Happy Face
Target 100%
April-June 2020 3,778 (100%)
July-September 2020 3,777 (100%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 3,778 (100%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Communal Cleaning & Gardening 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Cleaning & Grounds Maintenance

 

Inspected and meets the agreed Gold Standard

 

Year to date 2,626 (99.4%) Happy Face
Target 75%
April-June 2020 1,249 (99.7%)
July-September 2020 1,377 (99.21%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 4,870 (92.9%)

 

Inspected and meets the agreed Silver Standard

 

Year to date 12 (0.5%) Happy Face
Target 20%
April-June 2020 4 (0.3%)
July-September 2020 8 (0.6%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 299 (5.7%)

 

Inspected and meets the agreed Bronze Standard

 

Year to date 3 (0.24%) Happy Face
Target 3%
April-June 2020 0 (0%)
July-September 2020 3 (0.2%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 89 (1.7%)

 

Inspected and doesn't meet the agreed standard

 

Year to date 0 (0%) Happy Face
Target 0%
April-June 2020 0 (0%)
July-September 2020 0 (0%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 0 (0%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Estate Inspections And Bulk Refuse 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Estate Inspections

Number of estate inspections

 
Year to date 30 Happy Face
Target 95%
April-June 2020 4
July-September 2020 26
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 850 (94.7%)

Please note: The figure for April-June 2020 is lower than expected because inspections ceased due to the Covid-19 situation.

 

Number of completed fire risk assessments

 
Year to date 174 (100%) Happy Face
Target 100%
April-June 2020 174 (100%)
July-September 2020 174 (100%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 175 (100%)

 

Bulk Refuse

Cost of removal of bulk refuse

Bulk £TBA
 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Empty Properties (Voids) 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Empty Properties

Average number of days to let a property from when the last tenant left (to exclude major works lettings)

 

Year to date 78 Sad face
Target 26
April-June 2020 90.1
July-September 2020 65.8
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 25.8

 

Letting Period

Number of voids that exceeded the target days

 

Year to date 52
April-June 2020 7
July-September 2020 45
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 67

 

Average time to let a property once it is fit to let

Year to date TBA Sad face
Target 10 days
April-June 2020 TBA
July-September 2020 TBA
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 67 days

Please note: We were unable to let empty properties for a period of time due to Covid-19 and lockdown. This has increased the average time taken to re-let properties.

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Income (Rent Payments) 2020-21

 

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Happy Face - Meeting current target
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Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

General Needs Rent Collection

Amount of rent collected

 

Year to date

£11,070,354 (98.0%) 

Worried Face
Target 99.50%
April-June 2020 £5,709,504 (97.6%)
July-September 2020

£5,360,850 (98.4%)

October-December 2020  
January-March 2021  

2019/20 End of Year Performance: £21,771,642 (100.50%)

Value of rent arrears for General Needs (cumulative)

 

Year to date

£786,228 (3.49%)

Worried Face
Target 3.00%
April-June 2020 £710,952 (3.17%)
July-September 2020

£786,228 (3.49%)

October-December 2020  
January-March 2021  

2019/20 End of Year Performance: £619,063 (2.83%)

 

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Happy Face - Meeting current target
Meeting current
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Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Tenancies (Antisocial Behaviour) 2020-2021

 

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Happy Face - Meeting current target
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Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Anti-Social Behaviour (ASB)

Total number of new or reactivated open ASB cases by type in period

 

Year to date 617
April-June 2020 285
July-September 2020 332
October-December 2020  
January-March 2021  

 

 

2019/20 End of Year Performance 788
Noise  
Verbal Abuse  
Drugs / substance misuse  
Pets and animal misuse  
All other cases  

 

Number of open active enforcement actions taken - high level cases

 

Year to date 16
April-June 2020 18
July-September 2020 16
October-December 2020  
January-March 2021  

 

2019/20 End of Year Performance: 12

 

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Happy Face - Meeting current target
Meeting current
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Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Customer Service (Non-Repairs Telephone Calls) 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Corporate Services Telephone Calls

Please note: The telephone figures are available up to 20th March 2020 when the service was moved over to home working due to the Covid-19 situation

.

Total number of telephone calls

 

Year to date 14,269
April-June 2020 4,790
July-September 2020 9,479
October-December 2020  
January-March 2021  

 

Number of calls lost

 

Year to date 769 (11.58%)
April-June 2020 236 (4.93%)
July-September 2020 533 (6.65%)
October-December 2020  
January-March 2021  

 

Number of unanswered calls routed back to voicemail for callback

 

Year to date 1,226
April-June 2020 207
July-September 2020 1019
October-December 2020  
January-March 2021  

 

Longest time to answer a call (in minutes)

 

Year to date N/A
April-June 2020 N/A
July-September 2020 N/A
October-December 2020  
January-March 2021  

 

Average time to answer a call

 

Year to date 6.5s
April-June 2020 5s
July-September 2020 8s
October-December 2020  
January-March 2021  

 

Calls dealt with at first point of contact

 

Year to date 7,333 (59.7%) Worried Face
Target 50%
April-June 2020 2,693 (62.8%)
July-September 2020 4,640 (58%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 22,136 (47%)

 

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Happy Face - Meeting current target
Meeting current
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Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Customer Service - Complaints 2020-2021

 

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Happy Face - Meeting current target
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Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

All Complaints By Categories

 

Number of complaints received in that period

Year to date 136
April-June 2020 45
July-September 2020 91
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 515

 

Failure to provide a service

 

Year to date 53 (39%)
April-June 2020 19 (42%)
July-September 2020 34 (37%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 149 (29%)

 

Dissatisfied with repairs service provided

 

Year to date 53 (39%)
April-June 2020 15 (33%)
July-September 2020 38 (42%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 256 (50%)

 

Other

 

Year to date 30 (22%)
April-June 2020 11 (25%)
July-September 2020 19 (21%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 109 (21%)

 

Stage 1 Complaints

 

Number of quick fix or services considerations due in this period

 

Year to date 72
April-June 2020 41
July-September 2020 31
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 504

 

Number of quick fix or service considerations answered within time

 

Year to date 69 (96%) Worried Face
Target 100%
April-June 2020 40 (98%)
July-September 2020 29 (93%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 484 (96%)

 

Number of quick fix or service considerations upheld

 

Year to date 100
April-June 2020 30 (73%)
July-September 2020 70 (79%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 396 (73%)

 

Stage 2 Complaints

 

Number of stage 2 complaints received in that period

 

Year to date 9
April-June 2020 5
July-September 2020 4
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 27

 

Number of stage 2 complaints due that were answered within time

 

Year to date 9 (100%) Happy Face
Target 100%
April-June 2020 5 (100%)
July-September 2020 4 (100%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 27 (100%)

 

Number of stage 2 complaints upheld

 

Year to date 5 (56%)
April-June 2020 3 (60%)
July-September 2020 2 (50%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 21 (75%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more