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Below is the list of our key performance indicators, at least half of which have been selected by the Residents Forum as measures of performance that customers want to see. The table will be updated monthly. Target values are reset and changed over time. The "Target" value in the table below is the most recent target of that KPI.

Customer services - KPI Target Jan Feb Mar Result
Average call wait time (seconds) 30.0 34.0 18.0 11.0
% of calls answered in 20 seconds 80% 71.5% 82.0% 87.7%
% of all calls answered 95.0% 92.7% 95.7% 97.4%
Repairs - KPI Target Jan Feb Mar Result
% of Emergency (within 24 hours) repairs completed in target time1* 99.5% 96.3% 98.2% 96.5%
% of Routine (within 15 days) repairs completed in target time 95.0% 87.7% 85.5% 78.1%
Average time taken to complete repair (urgent + routine) in days 14.0 19.9 20.9 22.6
% of repairs completed 'first time' 94.0% 88.1% 83.9% 82.5%
% gas safety certificates (CP12) in date2* 100% 100.00% 99.98% 100.00%
% missed appointments3* 0.5% 4.5% 4.1% 4.5%
% customer satisfaction with repairs 85.0% 77.8% 74.0% 76.5%
Rent* - Target Jan Feb Mar Result
% of current tenant arrears - including housing benefit (4-week rolling average) 3.55% 3.37% 3.24% 3.14%
Lettings and Voids* - Target Jan Feb Mar Result
Average relet times HM (days)4* 21.0 25.8 28.4 27.3
% of empty properties (voids)5* 0.50% 0.41% 0.52% 0.47%
Average void rent loss as % income 0.60% 0.55% 0.59% 0.57%
Complaints - Target Jan Feb Mar Result
Average number of days to resolve all complaints 15.0 11.6 12.3 15.4
ASB - Target Jan Feb Mar Result
% cases resolved and closed 75.0% 93.5% 84.2% 97.7%
Staff - Target Jan Feb Mar Result
Rolling 12 month average days lost per employee 4.9 5.7 6.0 6.2

Notes:

PI calculated as defined by Housemark (general needs + supported housing for older people)
7 emergency repairs should not have been classed as emergencies in March.
Of the 7 failures reported in Frameworks, 6 can be excluded as void properties according to new Housemark guidance. The other 1 is an inability to gain access, but we are led to believe the gas supply has been cut off in the street.
Detailed analysis of all appointments in February show a truer reflection of missed appointments to be nearer to 4.5%.
Days to Let excludes all Investment Works lets and those Extra Care properties where the support agency has control over the nomination and/or the void rent loss is invoiced to the authority after the initial void period.
Extra Care Voids are excluded.