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

Repairs and Telephone Calls 2018-2019

Performance Indicators 2018/19
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 96% Happy Face  
95% 97% 96% 96% 96%
First Time Fixes Repairs fixed at first appointment 4,067 4,199 4,199 4,178 16,643 80% Happy Face 15,479
85.0% 85% 83% 85% 85% 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 2031 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 58s
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