Key Performance Indicators 2020/21

Key Performance Indicators 2020 / 21

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Repairs And Telephone Calls 2020-2021

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Repairs Completed On Time

  • Number of repair orders raised

    Year to date 2,369
    •  
      April-June 2020 2,369
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 19,332

  • Completed within time

    Year to date 1,951 (97%) Happy Face
    Target 95%
    •  
      April-June 2020 1,951 (97%)
      July-September 2020  
      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 1,832 (94%) Happy Face
    Target 80%
    •  
      April-June 2020 1,832 (94%)
      July-September 2020  
      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 3,502
    •  
      April-June 2020 3,502
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 33,058

  • Calls lost

    Year to date 292 (8%)
    •  
      April-June 2020 292 (8%)
      July-September 2020  
      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 29mins 34s
    •  
      April-June 2020 29mins 34s
      July-September 2020  
      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 32s Worried Face
    Target 1min 30s
    •  
      April-June 2020 1min 32s
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 1min 50s

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Health And Safety (Compliance) 2020-2021

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

Worried Face 
Within 10% of meeting
current target
Sad face
Not meeting
current target by10% 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  
      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 3,690 (95.18%) Happy Face
    Target 90%
    •  
      April-June 2020 3,690 (95.18%)
      July-September 2020  
      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 3,778 (100%) Happy Face
    Target 100%
    •  
      April-June 2020 3,778 (100%)
      July-September 2020  
      October-December 2020  
      January-March 2021

       

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

      Back To Menu
      Back To
      Menu

      Happy Face
      Meeting current
      target

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

Communal Cleaning & Gardening 2020-2021

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Cleaning & Grounds Maintenance

  • Inspected and meets the agreed Gold Standard

    Year to date 1,249 (99.7%) Happy Face
    Target 75%
    •  
      April-June 2020 1,249 (99.7%)
      July-September 2020  
      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 4 (0.3%) Happy Face
    Target 20%
    •  
      April-June 2020 4 (0.3%)
      July-September 2020  
      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 0 (0%) Happy Face
    Target 3%
    •  
      April-June 2020 0 (0%)
      July-September 2020  
      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  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 0 (0%)

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Estate Inspections And Bulk Refuse 2020-2021

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Estate Inspections

  • Number of estate inspections

    Year to date 0 (0%) Happy Face
    Target 95%
    •  
      April-June 2020 0 (0%)
      July-September 2020  
      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  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 175 (100%)

 

Bulk Refuse

  • Cost of removal of bulk refuse

    Bulk £TBA
 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Empty Properties (Voids) 2020-2021

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

Worried Face 
Within 10% of meeting
current target
Sad face
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 86 Sad face
    Target 26
    •  
      April-June 2020 86
      July-September 2020  
      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 7
    •  
      April-June 2020 7
      July-September 2020  
      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 N/A days Sad face
    Target 10 days
    •  
      April-June 2020 TBA
      July-September 2020  
      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.

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Income (Rent Payments) 2020-21

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

General Needs Rent Collection

  • Amount of rent collected

    Year to date £5,709,504 (97.6%)  Worried Face
    Target 99.50%
    •  
      April-June 2020 £5,709,504 (97.6%)
      July-September 2020  
      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 £710,952 (3.17%) Worried Face
    Target 3.00%
    •  
      April-June 2020 £710,952 (3.17%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: £619,063 (2.83%)

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Tenancies (Antisocial Behaviour) 2020-2021

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

Worried Face 
Within 10% of meeting
current target
Sad face
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 285
    •  
      April-June 2020 285
      July-September 2020  
      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 0
    •  
      April-June 2020 0
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 12
 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

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

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

Worried Face 
Within 10% of meeting
current target
Sad face
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 4,790
    •  
      April-June 2020 4,790
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • Number of calls lost

    Year to date 236 (4.93%)
    •  
      April-June 2020 236 (4.93%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • Number of unanswered calls routed back to voicemail for callback

    Year to date 207
    •  
      April-June 2020 207
      July-September 2020  
      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  
      October-December 2020  
      January-March 2021  
  • Average time to answer a call

    Year to date 5s
    •  
      April-June 2020 5s
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • Calls dealt with at first point of contact

    Year to date 2,693 (62.8%) Worried Face
    Target 50%
    •  
      April-June 2020 2,693 (62.8%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
  • 2019/20 End of Year Performance: 22,136 (47%)

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

Customer Service - Complaints 2020-2021

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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

All Complaints By Categories

  • Number of complaints received in that period

    Year to date 45
    •  
      April-June 2020 45
      July-September 2020  
      October-December 2020  
      January-March 2021  
    • 2019/20 End of Year Performance: 515

  • Failure to provide a service

    Year to date 19 (42%)
    •  
      April-June 2020 19 (42%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
    • 2019/20 End of Year Performance: 149 (29%)

  • Dissatisfied with repairs service provided

    Year to date 15 (33%)
    •  
      April-June 2020 15 (33%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
    • 2019/20 End of Year Performance: 256 (50%)

  • Other
    Year to date 11 (25%)
    •  
      April-June 2020 11 (25%)
      July-September 2020  
      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 41
    •  
      April-June 2020 41
      July-September 2020  
      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 40 (98%) Worried Face
    Target 100%
    •  
      April-June 2020 40 (98%)
      July-September 2020  
      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 30 (73%)
    •  
      April-June 2020 30 (73%)
      July-September 2020  
      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 5
    •  
      April-June 2020 5
      July-September 2020  
      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 (100%) Happy Face
    Target 100%
    •  
      April-June 2020 5 (100%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
    • 2019/20 End of Year Performance: 27 (100%)

  • Number of stage 2 complaints upheld

    Year to date (60%)
    •  
      April-June 2020 3 (60%)
      July-September 2020  
      October-December 2020  
      January-March 2021  
    • 2019/20 End of Year Performance: 21 (75%)

 

Back To Menu
Back To
Menu

Happy Face
Meeting current
target

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