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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 - KPITargetAugSepOctResult
Average wait time (seconds) 30.0 35.0 41.0 23.0
% of calls answered in 20 seconds 80% 70.0% 68.4% 78.0%
% of all calls answered 95.0% 91.1% 89.6% 94.7%
Repairs - KPITargetAugSepOctResult
% of Emergency (within 24 hours) repairs completed in target time 99.5% 96.5% 94.7% 97.5%
% of Routine (within 15 days) repairs completed in target time 95.0% 89.6% 90.6% 87.5%
Average time taken to complete repair (urgent + routine) in days 14.0 18.14 17.69 22.41
% of repairs completed 'first time' 94.0% 85.1% 84.2% 80.7%
% gas safety certificates (CP12) in date 100% 99.90% 99.95% 99.91%
% missed appointments 0.5% 6.3% 8.0% 7.5%
% customer satisfaction with repairs 85.0% 79.1% 84.8% 78.2%
Rent* - KPITargetAugSepOctResult
% of current tenant arrears - including housing benefit (4-week rolling average) 3.55% 3.30% 3.32% 3.27%
Lettings and Voids* - KPITargetAugSepOctResult
Average relet times (days) 21.0 17.9 16.9 20.8
% of empty properties (voids) - (1% = approx 90 properties) 0.50% 0.52% 0.54% 0.48%
Average void rent loss as % income 0.60% 0.59% 0.57% 0.58%
Complaints - KPITargetAugSepOctResult
Average number of working days to resolve all complaints (days) 15.0 11.1 11.2 13.4
ASB - KPITargetAugSepOctResult
% cases resolved and closed 75.0% 100.0% 92.3% 90.6%
Staff - KPITargetAugSepOctResult
Rolling 12 month average days lost per employee 4.9 4.4 4.4 4.7