Key Performance Indicators 2019/20

Key Performance Indicators 2019 / 20

 

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Happy Face
Meeting current
targett

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

Repairs and Telephone Calls

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Happy Face
Meeting current
targett

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 19,332
    •  
      April-June 2019 4,026
      July-September 2019 4,283
      October-December 2019 5,509
      January-March 2020 5,514
  • 2018/19 End of Year Performance: 14,632

  • Completed within time

    Year to date 16,204 (95%) Happy Face
    Target 95%
    •  
      April-June 2019 3,311 (94%)
      July-September 2019 3,593 (94%)
      October-December 2019 4,693 (97%)
      January-March 2020 4,607 (96%)
  • 2018/19 End of Year Performance: 14,010 (96%)

First Time Fixes

  • Repairs fixed at first appointment

    Year to date 14,622 (88%) Happy Face
    Target 80%
    •  
      April-June 2019 3,010 (88%)
      July-September 2019 3,111 (87%)
      October-December 2019 4,138 (88%)
      January-March 2020 4,363 (95%)
  • 2018/19 End of Year Performance: 12,465 (83%)

Repairs Telephone Calls

  • Total number of calls

    Year to date 33,058
    Target 80%
    •  
      April-June 2019 8,024
      July-September 2019 7,940
      October-December 2019 8,898
      January-March 2020 8,196
  • 2018/19 End of Year Performance: 32,251

  • Calls lost

    Year to date 3,652 (11%)
    •  
      April-June 2019 1,249 (16%)
      July-September 2019 962 (12%)
      October-December 2019 713 (8%)
      January-March 2020 728 (9%)
  • 2018/19 End of Year Performance: 2,947 (96%)

  • Longest time to answer a call (in minutes)

    Year to date 31mins 12s
    •  
      April-June 2019 39mins 43s
      July-September 2019 32mins 32s
      October-December 2019 29mins 19s
      January-March 2020 31mins 12s
    • 2018/19 End of Year Performance: 26mins

  • Average time to answer a call (in minutes)

    Year to date 1min 50s Worried Face
    Target 1min 30s
    •  
      April-June 2019 4mins 1s
      July-September 2019 2mins 51s
      October-December 2019 1min 48s
      January-March 2020 1min 50s
  • 2018/19 End of Year Performance: 2mins 5s

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Happy Face
Meeting current
targett

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

Health and Safety (Compliance)

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Happy Face
Meeting current
targett

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

Gas Safety

  • Number of homes with a gas safety certificate

    Year to date 2,543 (100%) Happy Face
    Target 100%
    •  
      April-June 2019 2,543 (100%)
      July-September 2019 2,539 (99.84%)
      October-December 2019 2,543 (100%)
      January-March 2020

      2,543 (100%)

  • 2018/19 End of Year Performance: 2,535 (99.98%)

Asbestos Audits

  • Resident homes where an asbestos survey has been completed 

    Year to date 3,667 (95.15%) Happy Face
    Target 90%
    •  
      April-June 2019 3,475 (91.26%)
      July-September 2019 3,616 (93.82%)
      October-December 2019  3,659 (94.94%)
      January-March 2020

      3,667 (95.15%)

  • 2018/19 End of Year Performance: 3,454 (91.26%)

Electrical Safety Certificate

  • Homes with a current electrical safety certificate

    Year to date 3,778 (100%) Happy Face
    Target 100%
    •  
      April-June 2019 3,753 (99.34%))
      July-September 2019 3,778 (100%)
      October-December 2019 3,778 (100%)
      January-March 2020

      3,778 (100%)

    • 2018/19 End of Year Performance: 3,847 (99%)

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      Happy Face
      Meeting current
      targett

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

Communal Cleaning & Gardening

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Happy Face
Meeting current
targett

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 4,870 (92.9%) Happy Face
    Target 75%
    •  
      April-June 2019 1,087 (97.1%)
      July-September 2019 1,217 (88.83%)
      October-December 2019  1,220 (89.3%)
      January-March 2020 1,346 (96%)
  • 2018/19 End of Year Performance: 1,147 (98%)

  • Inspected and meets the agreed Silver Standard

    Year to date 299 (5.7%) Happy Face
    Target 20%
    •  
      April-June 2019 29 (2.6%)
      July-September 2019 125 (9.12%)
      October-December 2019 98 (7.28%)
      January-March 2020 47 (3%)
  • 2018/19 End of Year Performance: 12 (1%)

  • Inspected and meets the agreed Bronze Standard

    Year to date 89 (1.7%) Happy Face
    Target 3%
    •  
      April-June 2019 4 (0.4%)
      July-September 2019 28 (2.04%)
      October-December 2019 46 (3.4%)
      January-March 2020 11 (1%)
  • 2018/19 End of Year Performance: 11 (1%)

  • Inspected and doesn't meet the agreed standard

    Year to date 0 (0%) Happy Face
    Target 0%
    •  
      April-June 2019 0 (0%)
      July-September 2019 0 (0%)
      October-December 2019 0 (0%)
      January-March 2020 0 (0%)
  • 2018/19 End of Year Performance: 0 (0%)

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Happy Face
Meeting current
targett

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

Estate Inspections and Bulk Refuse

 

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Happy Face
Meeting current
targett

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 850 (95%) Happy Face
    Target 95%
    •  
      April-June 2019 147 (100%)
      July-September 2019 240 (100%)
      October-December 2019 253 (99%)
      January-March 2020 210 (82%)
  • 2018/19 End of Year Performance: 311 (93%)

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

  • Number of completed fire risk assessments

    Year to date 175 (100%) Happy Face
    Target 100%
    •  
      April-June 2019 174 (100%)
      July-September 2019 174 (100%)
      October-December 2019 175 (100%)
      January-March 2020 175 (100%)
  • 2018/19 End of Year Performance: 180 (100%)

 

Bulk Refuse

  • Cost of removal of bulk refuse

    Bulk £168,000
 

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Happy Face
Meeting current
targett

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

Empty Properties (Voids)

 

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Happy Face
Meeting current
targett

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 25.8 Sad face
    Target 22
    •  
      April-June 2019 23.7
      July-September 2019 24.7
      October-December 2019 30.8
      January-March 2020 23.4
  • 2018/19 End of Year Performance: 23.26

Letting Period

  • Number of voids that exceeded the target days

    Year to date 67
    •  
      April-June 2019 16
      July-September 2019 19
      October-December 2019 22
      January-March 2020 11
  • 2018/19 End of Year Performance: 35

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

    Year to date 12.5 days Sad face
    Target 10 days
    •  
      April-June 2019 12.4 days
      July-September 2019 12.5 days
      October-December 2019 12.5 days
      January-March 2020 TBA
  • 2018/19 End of Year Performance: 10.8 days

 

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Happy Face
Meeting current
targett

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

Income (Rent Payments)

 

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Happy Face
Meeting current
targett

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 £21,771,642 (100.5%)  Happy Face
    Target 99.50%
    •  
      April-June 2019 £5,330,096 (100.4%)
      July-September 2019 £5,489,128 (101.5%)
      October-December 2019 £5,374,459 (97.7%)
      January-March 2020 £5,577,959 (102.3%)
  • 2018/19 End of Year Performance: £21,175,986 (99.50%)

  • Value of rent arrears for General Needs (cumulative)

    Year to date £619,063 (2.83%) Happy Face
    Target 3.50%
    •  
      April-June 2019 £600,744 (2.82%)
      July-September 2019 £625,201 (2.86%)
      October-December 2019 £703,364 (3.22%)
      January-March 2020 £619,063 (2.83%)
  • 2018/19 End of Year Performance: £611,636 (2.87%)

 

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Happy Face
Meeting current
targett

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

Tenancy Management

 

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Happy Face
Meeting current
targett

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 788
    •  
      April-June 2019 152
      July-September 2019 130
      October-December 2019 320
      January-March 2020 186
    •  
      2018/19 End of Year Performance 715
      Noise 228
      Verbal Abuse 97
      Drugs / substance misuse 62
      Pets and animal misuse 56
      All other cases 272
  • Number of open active enforcement actions taken - high level cases

    Year to date 12
    •  
      April-June 2019 10
      July-September 2019 22
      October-December 2019 13
      January-March 2020 12
  • 2018/19 End of Year Performance: 30
 

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Happy Face
Meeting current
targett

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

Customer Service (Non-Repairs Telephone Calls)

 

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Happy Face
Meeting current
targett

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 52,157
    •  
      April-June 2019 12,587
      July-September 2019 14,421
      October-December 2019 12,515
      January-March 2020 12,634
  • Number of calls lost

    Year to date 3,073 (5%)
    •  
      April-June 2019 343 (2.73%)
      July-September 2019 1,017 (7.05%)
      October-December 2019 672 (5.37%)
      January-March 2020 1041 (8.24%)
  • Longest time to answer a call (in minutes)

    Year to date 18mins 16s
    •  
      April-June 2019 18mins 16s
      July-September 2019 17mins 14s
      October-December 2019 17mins 14s
      January-March 2020 Unavailable
  • Average time to answer a call (in seconds)

    Year to date 66
    •  
      April-June 2019 56
      July-September 2019 69
      October-December 2019 72
      January-March 2020 52
  • Calls dealt with at first point of contact

    Year to date 22,136 (47%) Worried Face
    Target 47%
    •  
      April-June 2019 4,514 (46%)
      July-September 2019 5,408 (48%)
      October-December 2019 6,818 (48%)
      January-March 2020 5,396 (51%)
  • 2018/19 End of Year Performance: 15,928 (47%)

 

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Happy Face
Meeting current
targett

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

Customer Service - Complaints

 

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Happy Face
Meeting current
targett

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 515
    •  
      April-June 2019 111
      July-September 2019 122
      October-December 2019 130
      January-March 2020 152
    • 2018/19 End of Year Performance: 663

  • Failure to provide a service

    Year to date 149 (29%)
    •  
      April-June 2019 41 (37%)
      July-September 2019 33 (27%)
      October-December 2019 32 (25%)
      January-March 2020 43 (28%)
    • 2018/19 End of Year Performance: 174 (26%)

  • Dissatisfied with repairs service provided

    Year to date 256 (50%)
    •  
      April-June 2019 61 (55%
      July-September 2019 52 (43%)
      October-December 2019 66 (50%)
      January-March 2020 77 (51%)
    • 2018/19 End of Year Performance: 353 (53%)

  • Other
    Year to date 109 (21%)
    •  
      April-June 2019 9 (8%)
      July-September 2019 37 (30%)
      October-December 2019 32 (25%)
      January-March 2020 31 (21%)
    • 2018/19 End of Year Performance: 136 (24%)

Stage 1 Complaints

  • Number of quick fix or services considerations due in this period

    Year to date 504
    •  
      April-June 2019 108
      July-September 2019 122
      October-December 2019 124
      January-March 2020 150
    • 2018/19 End of Year Performance: 630

  • Number of quick fix or service considerations answered within time

    Year to date 484 (96%) Worried Face
    Target 100%
    •  
      April-June 2019 103 (95%)
      July-September 2019 117 (96%)
      October-December 2019 122 (98%)
      January-March 2020 142 (97%)
    • 2018/19 End of Year Performance: 531 (96%)

  • Number of quick fix or service considerations upheld

    Year to date 396 (73%)
    •  
      April-June 2019 84 (74%)
      July-September 2019 87 (64%)
      October-December 2019 103 (81%)
      January-March 2020 122 (83%)
    • 2018/19 End of Year Performance: 410 (67%)

Stage 2 Complaints

  • Number of stage 2 complaints received in that period

    Year to date 27
    •  
      April-June 2019 6
      July-September 2019 9
      October-December 2019 8
      January-March 2020 4
    • 2018/19 End of Year Performance: 32

  • Number of stage 2 complaints due that were answered within time

    Year to date 28 (100%) Happy Face
    Target 100%
    •  
      April-June 2019 6 (100%)
      July-September 2019 9 (100%)
      October-December 2019 8 (100%)
      January-March 2020 5 (100%)
    • 2018/19 End of Year Performance: 29 (94%)

  • Number of stage 2 complaints upheld

    Year to date 21 (75%)
    •  
      April-June 2019 3 (60%)
      July-September 2019 7 (77%)
      October-December 2019 7 (87%)
      January-March 2020 4 (80%)
    • 2018/19 End of Year Performance: 29 (94%)

 

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Happy Face
Meeting current
targett

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%
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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)
Corporate 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%
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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