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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 Dec Jan Feb Result
Average call wait time (seconds) 30.0 29.0 34.0 18.0
% of calls answered in 20 seconds 80% 73.7% 71.5% 82.0%
% of all calls answered 95.0% 93.9% 92.7% 95.7%
Repairs - KPI Target Dec Jan Feb Result
% of Emergency (within 24 hours) repairs completed in target time1* 99.5% 97.8% 96.3% 98.2%
% of Routine (within 15 days) repairs completed in target time 95.0% 91.2% 87.7% 85.5%
Average time taken to complete repair (urgent + routine) in days 14.0 17.2 19.9 20.9
% of repairs completed 'first time'* 94.0% 88.1% 88.1% 83.9%
% gas safety certificates (CP12) in date2* 100% 100.00% 100.00% 99.98%
% missed appointments3 0.5% 1.3% 4.5% 4.1%
% customer satisfaction with repairs 85.0% 73.8% 77.8% 74.0%
Rent* - Target Dec Jan Feb Result
% of current tenant arrears - including housing benefit (4-week rolling average) 3.55% 3.20% 3.37% 3.24%
Lettings and Voids* - Target Dec Jan Feb Result
Average relet times HM (days)4* 21.0 24.9 25.8 28.4
% of empty properties (voids)5* 0.50% 0.44% 0.41% 0.52%
Average void rent loss as % income 0.60% 0.48% 0.55% 0.59%
Complaints - Target Dec Jan Feb Result
Average number of days to resolve all complaints 15.0 14.3 11.6 12.3
ASB - Target Dec Jan Feb Result
% cases resolved and closed 75.0% 92.9% 93.5% 84.2%
Staff - Target Dec Jan Feb Result
Rolling 12 month average days lost per employee 4.9 5.4 6.0 6.0

Notes:
PI calculated as defined by Housemark (general needs + supported housing for older people)
4 emergency repairs should not have been classed as emergencies in February.
Of the 5 failures reported in Frameworks, 3 can be excluded as void properties according to new Housemark guidance. The other 2 were failures due to inability to gain access.
Detailed analysis of all appointments in February show a truer reflection of missed appointments to be nearer to 4.1%.
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. Recalculated data: October – 26.1; Nov 18.9 days to let.
Extra Care Voids are excluded.