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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 - KPITargetMarAprMayResult
Average wait time (seconds) 30 42 37 30
% of calls answered in 20 seconds 80% 64.8% 70.1% 73.1%
% of all calls answered 95% 88.9% 90.2% 92.0%
Repairs - KPITargetMarAprMayResult
% of Emergency (within 24 hours) repairs completed in target time 99.5% 99.8% 97.0% 96.4%
% of Routine (within 15 days) repairs completed in target time 95% 88.7% 85.4% 85.2%
Average time taken to complete repair (urgent + routine) in days 14 19.5 24.0 23.5
% of repairs completed 'first time' 94% 87.7% 87.3% 87.2%
% gas safety certificates (CP12) in date 100% 99.88% 99.93% 99.77%
% missed appointments 0.5% 4.1% 8.4% 4.9%
% customer satisfaction with repairs 85% 75.0% 76.9% 73.1%
Rent* - KPITargetMarAprMayResult
% of current tenant arrears - including housing benefit (4-week rolling average) 3.55% 3.23% 3.26% 3.23%
Lettings and Voids* - KPITargetMarAprMayResult
Average relet times (days) 21 18.1 20.5 22.6
% of empty properties (voids) - (1% = approx 90 properties) 0.50% 0.62% 0.63% 0.74%
Average void rent loss as % income 0.60% 0.67% 0.66% 0.76%
Complaints - KPITargetMarAprMayResult
Average number of working days to resolve all complaints (days) 15 8.3 9.2 10.9
% Satisfied with the handling of the complaint 80% n/a 58.3% 66.7%
% Satisfied with the outcome of the complaint 75% n/a 50% 50%
ASB - KPITargetMarAprMayResult
% cases resolved and closed 75% 100.0% 100.0% 91.1%
% Satisfied with the handling of the ASB report 75% 83.3% 94.4% 94.1%
% Satisfied with the outcome of the report 75% 90.0% 88.9% 82.4%
Staff - KPITargetMarAprMayResult
Rolling 12 month average days lost per employee 4.9 4.0 4.0 4.3