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 18,721
April-June 2020 2,369
July-September 2020 4,797
October-December 2020 5,818
January-March 2021 5,726

2019/20 End of Year Performance: 19,332

 

Completed within time

 
Year to date 15,293 (95%) Happy Face
Target 95%
April-June 2020 1,951 (97%)
July-September 2020 3,798 (95%)
October-December 2020 4,558
(94%)
January-March 2021 4,986
(96%)

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

 

First Time Fixes

 

Repairs fixed at first appointment

 
Year to date 13,704
(90%)
Happy Face
Target 80%
April-June 2020 1,832 (94%)
July-September 2020 3,282 (86%)
October-December 2020 4,136
(91%)
January-March 2021 4,454
(89%)

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

 

Repairs Telephone Calls

 

Total number of calls

 
Year to date 27,048
April-June 2020 3,502
July-September 2020 6,637
October-December 2020 8,682
January-March 2021 8,227

2019/20 End of Year Performance: 33,058

 

Calls lost

 
Year to date 2,430
(9%)
April-June 2020 292
(8%)
July-September 2020 635
(10%)
October-December 2020 1161
(13%)
January-March 2021 342
(4%)

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 29min 34s
July-September 2020 1hr 18min 36s
October-December 2020 1hr 9min 19s 
January-March 2021 51min 10s

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

 

Average time to answer a call (in minutes)

 
Year to date 2min 26s 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 3min 52s
January-March 2021 2min 2s

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
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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

Gas Safety

Number of homes with a gas safety certificate

 
Year to date 2,604 (100%) Happy Face
Target 100%
April-June 2020 2,566 (100%)
July-September 2020 2,566 (100%)
October-December 2020 2,621 (100%)
January-March 2021 2,604
(100%)

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

 

Asbestos Audits

Resident homes where an asbestos survey has been completed 

 
Year to date 3,732
(96.61%)
Worried Face - Within 10% of meeting current target
Target 90%
April-June 2020 3,690
(95.18%)
July-September 2020 3,695
(95.31%)
October-December 2020 3,690
(95.52%)
January-March 2021 3,732
(96.61%)

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

 

Electrical Safety Certificate

Homes with a current electrical safety certificate

 

Year to date 3,873
(100%)
Happy Face
Target 100%
April-June 2020 3,778
(100%)
July-September 2020 3,777 (100%)
October-December 2020 3,863
(99.92%)
January-March 2021 3,873
(100%)

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

 

Communal Fire Risk Assessment

Number of completed fire risk assessments

 

Year to date 171
(99%)
Happy Face
Target 100%
April-June 2020 174
(100%)
July-September 2020 174
(100%)
October-December 2020 172
(100%)
January-March 2021 171
(99%)

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

 

Water Hygiene

Number of properties with a water risk assessment

 

Year to date 178 (100%) Happy Face
Target 100%
April-June 2020 178
(100%)
July-September 2020 178
(100%)
October-December 2020 178
(100%)
January-March 2021 178
(100%)

 

Lift Servicing (Blocks)

Number of properties with a communal lift

 

Year to date 30
(99%)
Worried Face - Within 10% of meeting current target
Target 100%
April-June 2020 27
(99%)
July-September 2020 30
(99%)
October-December 2020 31
(84%)
January-March 2021 31
(97%)
 

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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

Communal Cleaning & Gardening 2020-2021

 

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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

Cleaning & Grounds Maintenance

 

Inspected and meets the agreed Gold Standard

 

Year to date 4,830 (97.2%) Happy Face
Target 75%
April-June 2020 1,249 (99.7%)
July-September 2020 1,377 (99.21%)
October-December 2020 1,195
(95.68%)
January-March 2021 1,009
(93.69%)

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

 

Inspected and meets the agreed Silver Standard

 

Year to date 96
(1.9%)
Happy Face
Target 20%
April-June 2020 4
(0.3%)
July-September 2020 8
(0.6%)
October-December 2020 42
(3.4%)
January-March 2021 42
(3.9%)

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

 

Inspected and meets the agreed Bronze Standard

 

Year to date 41
(0.83%)
Happy Face
Target 3%
April-June 2020 0
(0%)
July-September 2020 3
(0.2%)
October-December 2020 12
(1.0%)
January-March 2021 26
(2.4%)

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 0
(0%)
January-March 2021

0
(0%)

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

 

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Happy Face - Meeting current target
Meeting current
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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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Meeting current
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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 77 Happy Face
Target 95%
April-June 2020 4
July-September 2020 26
October-December 2020 36
January-March 2021 11

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.

 

Bulk Refuse

Cost of removal of bulk refuse

Bulk £TBA
 

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Within 10% of meeting
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Not meeting
current target by 10% or more

Empty Properties (Voids) 2020-2021

 

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Within 10% of meeting
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Sad face - Not meeting current target by 10% or more
Not meeting
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Empty Properties

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

 

Year to date 50.0 Sad face
Target 26
April-June 2020 90.1
July-September 2020 65.8
October-December 2020 28.8
January-March 2021 31.6

2019/20 End of Year Performance: 25.8

 

Letting Period

Number of voids that exceeded the target days

 

Year to date 89
April-June 2020 8
July-September 2020 45
October-December 2020 14
January-March 2021 22

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 TBA
January-March 2021 TBA

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
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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) 2020-2021

 

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Within 10% of meeting
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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

£22,502,303
(98.8%) 

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

£5,360,850 (98.4%)

October-December 2020 £5,389,342
(95.5%)
January-March 2021 £6,042,607
(103.6%)

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

Value of rent arrears for General Needs (cumulative)

 

Year to date

£872,038
(3.37%)

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

£786,228 (3.49%)

October-December 2020 £872,038
(3.87%)
January-March 2021 £767,813
(3.37%)

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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Within 10% of meeting
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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 434
April-June 2020 153
July-September 2020 124
October-December 2020 70
January-March 2021 87

 

Number of open active enforcement actions taken - high level cases

 

Year to date 39
April-June 2020 12
July-September 2020 16
October-December 2020 5
January-March 2021 6

2019/20 End of Year Performance: 12

 

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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
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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

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 28,998
April-June 2020 4,790
July-September 2020 9,479
October-December 2020 5,471
January-March 2021 9,258

 

Number of calls lost

 

Year to date 1981
(6.16%)
April-June 2020 236
(4.93%)
July-September 2020 533
(8.25%)
October-December 2020 447
(8.17%)
January-March 2021 765
(8.26%)

 

Number of unanswered calls routed back to voicemail for callback

 

Year to dateN/A N/A
April-June 2020 207
July-September 2020 1019
October-December 2020 N/A
January-March 2021 N/A

 

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 N/A
January-March 2021 N/A

 

Average time to answer a call

 

Year to date 28s
April-June 2020 5s
July-September 2020 8s
October-December 2020 70s
January-March 2021 89s

 

Calls dealt with at first point of contact

 

Year to date 15,052
(58.00%)
Worried Face
Target 50%
April-June 2020 2,693
(62.8%)
July-September 2020 4,640
(58%)
October-December 2020 3,427
(68%)
January-March 2021 4,292
(52%)

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

 

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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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Within 10% of meeting
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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 372
April-June 2020 45
July-September 2020 91
October-December 2020 123
January-March 2021 113

2019/20 End of Year Performance: 515

 

Failure to provide a service

 

Year to date 145
(39%)
April-June 2020 19
(42%)
July-September 2020 34
(37%)
October-December 2020 46
(37%)
January-March 2021 46
(41%)

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

 

Dissatisfied with repairs service provided

 

Year to date 142
(38%)
April-June 2020 15
(33%)
July-September 2020 38
(42%)
October-December 2020 46
(37%)
January-March 2021 43
(38%)

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

 

Other

 

Year to date 85
(23%)
April-June 2020 11
(25%)
July-September 2020 19
(21%)
October-December 2020 31
(26%)
January-March 2021 24
(21%)

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

 

Stage 1 Complaints

 

Number of quick fix or service considerations due in this period

 

Year to date 284
April-June 2020 41
July-September 2020 31
October-December 2020 117
January-March 2021 95

2019/20 End of Year Performance: 504

 

Number of quick fix or service considerations answered within time

 

Year to date 263
(93%)
Worried Face
Target 100%
April-June 2020 40
(98%)
July-September 2020 29
(93%)
October-December 2020 107
(91%)
January-March 2021 87
(92%)

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

 

Number of quick fix or service considerations upheld

 

Year to date 262
(92%)
April-June 2020 30
(73%)
July-September 2020 70
(79%)
October-December 2020 94
(80%)
January-March 2021 68
(72%)

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

 

Stage 2 Complaints

 

Number of stage 2 complaints received in that period

 

Year to date 21
April-June 2020 5
July-September 2020 4
October-December 2020 6
January-March 2021 6

2019/20 End of Year Performance: 27

 

Number of stage 2 complaints due that were answered within time

 

Year to date 18
(86%)
Worried Face
Target 100%
April-June 2020 5
(100%)
July-September 2020 4
(100%)
October-December 2020 3
(60%)
January-March 2021 6
(100%)

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

 

Number of stage 2 complaints upheld

 

Year to date 16
(89%)
April-June 2020 3
(60%)
July-September 2020 2
(50%)
October-December 2020 5
(100%)
January-March 2021 6
(86%)

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

 

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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