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Performance Management Signposts Report 2015-16 - Quarter 3
Contents Section 1 2015-16 Quarter 3 – A1 Signpost Performance Indicators Section 2 2015-16 Quarter 3 – BATRA / A1 Hundred Club Report
Summary CorporateProgress on Signpost Performance Indicators
2015/16 - Quarter 3
A1 Housing Summary 40
38
35 16.33%
30 25
6.12%
20 15 77.55%
8
10 5
3
0
On Target
Just Below
Below Target
Summary Directorate Progress on Signpost Performance Indicators A1 Housing
16%
2015/16 - Quarter 3
Finance
Housing & Customer Services
Property & Development
% On Target
% On Target
% On Target
6%
77%
82%
67%
78%
30 25
4 2
20
2 1
15 10 5 0
20 2 0 4
14
Corporate Signpost Performance Indicators
2015/16 - Quarter 3
Latest Comments Revised target Progress 2015/16
Service
Service Area
PI REF PI Description 2015/16
Actual 2014/15
Latest
Finance
Finance
A187
Value of annual efficiencies (£'s)
646,229
547,930
600,000
Efficiencies are on target for achievement by the end of the year.
Finance
Finance
A192
Value of new inward investment
635,099
2,356,638
500,000
Inward investment from the HCA for the Harworth Phase 2 development will shortly be received and will ensure the annual target is achieved.
Finance
Income Management
A057
Current Rent Arrears (£'s)
Finance
Income Management
A202
Current Rent Arrears as % of Rent Roll (exc void debit)
Finance
Income Management
A066
Proportion of rent collected exc b/f arrears
Finance
Income Management
A193
Housing & Customer Services
Contact Centre
Housing & Customer Services
253,265
310,216
278,592
Due to a technical problem not all rental income was credited to tenant accounts in the relevant week, arrears are therefore showing approximately £20,000 higher than they should have been. The adjusted position would be £7,000 above the 2014/15 position and £72,000 below 2012/13.
0.96
1.15
1.04
The arrears as a % of the annual debit would be 1.20% if adjusted to take account of the delayed receipt of rent payments
99.72
99.15
99.91
The collection rate has been affected by the technical problem in processing rental income in the appropriate week. Adjusting for this would improve the performance to 98.92%
% Rent Loss (voids) at end of period.
0.79
0.59
1.00
The reduced re-let times for void properties is ensuring a reduction in void rent loss
A406
Inbound calls to organisation answered as a % of all calls received (Call Centre)
94.6
95.88
95.00
Performance continues to be maintained reflecting the full staffing of the team
Contact Centre
A135
Average Year To Date response time to telephone calls (call centre) (seconds)
39.04
30.07
35.00
Performance continues to improve reflecting full staffing in the team and is now only 0.5 seconds above the target
Housing & Customer Services
Contact Centre
A504
Overall Customer Satisfaction with the Service - Contact Centre
94.90
96.6
90.00
Satisfaction with the contact centre continues to be at a very high level
Housing & Customer Services
Customer Complaints
A148
Average Time Taken to respond to complaints (Working days)
4.39
5.11
5.00
Although slightly above target this is still well within the Service Standard time of 10 days. 20 complaints and 118 service issues were received from April to September.
Housing & Customer Services
Customer Complaints
A146
Percentage of complaints resolved at Stage 1
98.18
96.43
90.00
The percentage of complaints resolved at the first stage of the process continues to remain high and has increased slightly since Quarter 1
Corporate Signpost Performance Indicators Service
Service Area
Housing & Customer Services
Customer Complaints
PI REF PI Description 2015/16
A505
Overall Customer Satisfaction with the Service - Complaints
Actual 2014/15
76.50
Latest
73.20
2015/16 - Quarter 3
Latest Comments Revised target Progress 2015/16 90.00
Overall satisfaction is disproportionately affected by the outcome of the complaint. Satisfaction with the attitude, speed, advice and quality of service continues to be higher than overall satisfaction. Average of 5.1 days on Long Term Sickness and 3.9 days on Short Term. September has seen massive reduction in lost hours compared to previous month and is the second lowest number of lost hours YTD. There is a reduction in LTS hours lost of 454 hours against last month, with only 3 employees now long term sick. Hopefully this trend will continue with the additional focus on attendance management.
Housing & Customer Services
HR
A001
Number of working days lost to sickness per employee
8.80
8.30
7.71
Housing & Customer Services
HR
A405
Total Staff turnover (Housemark)
8.37
6.33
8.37
The total number of hours of training completed by attendees at the Branching Out Horticultural Centre
Housing & Customer Services
HR
Housing & Customer Services
Response rate to warden intercom calls Supported Housing A116b received at the Tunstall Contact Centre. % in 60 seconds
Housing & Customer Services
Supported Housing A473
Private sector income received by the Supporting Housing service
Housing & Customer Services
Supported Housing A495
Total number of private sector residents receiving a Supported Housing Service
Supported Housing A506
Overall Customer Satisfaction with the Service - Supported Housing
Housing & Customer Services
A517
8 employees left the organisation voluntarily in Quarter 2 compared to 4 in Quarter 1 A number of agencies are working in partnership with A1 to utilise Forest Nurseries to its full potential, these are: • WorkPays – 3360 hrs • Remedi – 36 hrs • Men in Sheds – 80 hrs • Ingeus – 63 hrs
11,700
8214
11,700
98.41
98.39
98.00
Response took a total of 19,009 calls during quarter 2. This compares to a total during quarter 2 during 2014/15 of 15,474
59,735
142,051
100,000
The estimated billing for the year continues to be above the annual target
922
975
900
228 + Telecare, 717 non Telecare Deceased - 21 / Long term care - 15 / Moved out of area - 3 / No longer required - 5 / Moved to A1 property - 5
Helpfulness of warden - 90% Attitude of warden - 95.3% Speed of response from warden - 94% Quality of service - 92% Advice and information given by warden - 90% Overall satisfaction with service - 96%
93.7
96.5
90.00
Corporate Signpost Performance Indicators Service
Service Area
PI REF PI Description 2015/16
Housing & Customer Services
Housing Allocations A112 & Voids
Average time taken to register a new housing application in calendar days
Housing & Customer Services
Housing Allocations A104 & Voids
Total Number of Current Voids
Housing & Customer Services
Housing Allocations A403 & Voids
Housing & Customer Services
2015/16 - Quarter 3
Latest Comments Revised target Progress 2015/16
Actual 2014/15
Latest
31.13
26.97
30.00
Although the average registration time has increased since Quarter 1 (probably due to annual summer leave) it is still better than the annual target.
47
37
50
The improved void turnaround has contributed to the smaller number of voids at the end of the period and is also reducing the void rent loss which is now only 0.62% of the debit
% dwellings vacant and available to let
0.66
0.48
43/6864 =0.63%
37 voids are vacant and available to let
Housing Allocations A404 & Voids
% dwellings vacant but unavailable to let
0.03
0.06
7/6864 =0.10%
2 voids are long term void and not yet available to let
Housing & Customer Services
Housing Allocations A480 & Voids
% new tenancies accepted on the 1st Accompanied Visit to the property
86.06
83.22
86.00
No trends have been identified in the reduced acceptance rate and this is being kept under review to ensure this is not a long term trend
Housing & Customer Services
Housing Allocations A487 & Voids
Average time taken to relet STANDARD VOIDS
25.23
17.69
24.73
Performance continues to improve and is now over 7 days less than at the start of the year
Housing & Customer Services
Housing Allocations A507 & Voids
Overall Customer Satisfaction with the Service - Allocations and Voids
97.3
100
90.00
Target achieved
Housing & Customer Services
Housing ASB
A231
Number of new anti-social behaviour cases reported by tenants or residents per 1,000 properties managed
37.28
35.08
48.00
Housing & Customer Services
Housing ASB
A097
% ASB closed cases in the current reporting period which have been resolved
98.63
98.51
98.00
152 cases have been closed in the year to date from April to September of which only 1 was not resolved
Housing & Customer Services
Housing ASB
A508
Overall Customer Satisfaction with the Service - ASB
79.00
78.3
90.00
Due to staffing problems within the team it has only been possible to complete a small number of Tenant Satisfaction Surveys
Housing & Customer Services
Housing Estate Management
A483
The average Assessment Score across all completed A1 Estate Inspections
3.54
3.56
3.60
All estates have been assessed as very Good / Good. 15 inspections were completed in Quarter 2 bring in the total to 30 for the year
The increase in the proportion of cases does not reflect a growth in ASB but an improved recording of the Housing Manager caseload in the year to date since April 2015
Corporate Signpost Performance Indicators Service
Service Area
PI REF PI Description 2015/16
Housing & Customer Services
Housing Estate Management
A513
Housing & Customer Services
Housing Estate Management
2015/16 - Quarter 3
Latest Comments Revised target Progress 2015/16
Actual 2014/15
Latest
% of all Graffiti cases cleared within target time (24 hours / 5 working days)
100
100.00
95.00
There were only 3 reported incidents in the Quarter all of which were cleared in the target time (2 in under 24 hours and 1 in the 5 day category)
A514
Tonnage of waste collected by Caretaking Teams
251
177.62
251
58.52 tonnes were collected in Quarter 2. From 12 October BDC will now collect all pre booked bulky waste instead of A1 caretakers
99.98
100.00
100
5888 out of the 5889 appliances have a valid LGSR at 30 September 2015. The outstanding property has now had its gas supply capped. Initial indications are that SURE Group are improving performance following starting the new contract at the beginning of September
97.6
98.30
90.00
Target achieved
99.69
99.69
99.00
Target achieved
Property & Development
Repairs - Gas
A044
% of Properties with a valid Gas Safety Certificates
Property & Development
Repairs - Gas
A509
Overall Customer Satisfaction with the Service - Gas
Property & Development
Repairs Responsive
A042
% emergency repairs completed in timescale
5.78
6.70
5.00
The average number of days to complete none urgent repairs has increased from Quarter 1. Investigations have found that this is partly due to sickness along with the summer period and operatives taking their holidays. We are also looking at how repairs are logged in and the time period between the repair being reported and the appointment date given to see if this period can be reduced. To do this and to enable future monitoring in this area we are producing a new monthly report to help manage improvement.
% total repairs completed within target (A042 +A137 + A493)
99.06
99.79
99.00
Target achieved
A048
% repairs completed "Right First Time" (based on recalls within 28 days of completion)
99.69
99.63
99.00
Target achieved
Repairs Responsive
A510
Overall Customer Satisfaction with the Service - Responsive Repairs
92
93.70
90.00
Target achieved
Adaptations
A015
Average time taken to complete Adaptations for all works (calendar days)
40.92
43.12
45.00
254 adaptations were completed in the period of which 43 were out of time on receipt from the County Council
Property & Development
Repairs Responsive
A041
Ave time to complete non urgent repairs (days)
Property & Development
Repairs Responsive
A046
Property & Development
Repairs Responsive
Property & Development Property & Development
Corporate Signpost Performance Indicators Service
Service Area
PI REF PI Description 2015/16
Property & Development
Adaptations
Average No. Calendar Days to complete A017c Adaptation works under £1000
Property & Development
Adaptations
A511
Property & Development
Branching Out
A496
Property & Development
Branching Out
A497
Property & Development
Major Improvements
A036
Property & Development
Major Improvements
Overall Customer Satisfaction with the Service - Adaptations Total number of General Works jobs completed for individual customers (excluding commercial organisations) Total number of ECO Works jobs completed for individual customers (excluding commercial organisations) Ave SAP rating: LA dwellings
A498
% of properties which do not currently meet the agreed Decency Standard
Property & Development
Major Improvements
A499
The number of properties which did not meet the Decency Standard made Decent under the Major Improvements Programme
Property & Development
Major Improvements
A512
Overall Customer Satisfaction with the Service - Major Improvements
Actual 2014/15
Latest
2015/16 - Quarter 3
Latest Comments Revised target Progress 2015/16
25.09
21.73
25.00
200 adaptations were completed of which 34 were out of target, only 1 of these was a FastTrack adaptation. A review of the data showed that the Quarter 1 position was misreported and should have been 15.45 days
99.2
95.60
90.00
Target achieved
763
649
600
The annual target for general works jobs has almost been achieved within the first 6 months of the year
62
7
40
The impact of the withdrawal of the Green Deal funding continues and limits ECO works to those funded out of the annual Capital budget
69.20
69.20
72.00
This is assessed on an annual basis and an updated figure will be reported in the end of year performance report
5.08
4.58
7.50
114 properties were made Decent in Quarter 2 including 13 through Voids works. The average spend per property has been reduced from the estimated £12,500 to £8,000 which will mean an increase in the number of completions to approximately 350 for the year. £1m has also been spent on door and window replacement and re-roofing tackling potential non decency.
232
301
220
114 properties were made Decent in Quarter 2 including 13 through Voids works. The average spend per property has been reduced from the estimated £12,500 to £8,000 which will mean an increase in the number of completions to approximately 350 for the year. £1m has also been spent on door and window replacement and re-roofing tackling potential non decency.
96.10
93.80
90.00
Target achieved. United Living continue to follow up any cases where tenants are not fully satisfied with the work carried out as part of the programme
Corporate Signpost Performance Indicators Service
Property & Development
Service Area
New Build
PI REF PI Description 2015/16
A515
New Units developed as a % of current stock
Actual 2014/15
Latest
2015/16 - Quarter 3
Latest Comments Revised target Progress 2015/16
25 completed 19 / 6864 = 0 properties 0.28% 0.36%
The 19 properties in Phase 1 of the Harworth scheme have been completed and are now occupied
BATRA - Performance Summary April 2015 - Dec 2015 Year to Date Area
Performance Indicator Description
Customer Contact
Average Time Taken to respond to complaints (Working days)
Customer Contact
2014/15 performance
Latest performance
Target for 2015/16
4.39
5.11
5.00
Average Year To Date response time to telephone calls (call centre) (seconds)
39.04
30.07
35.00
Housing Management
Average time taken to relet properties (calendar days)
31.81
25.79
31.17
Housing Management
% ASB closed cases in the current reporting period which have been resolved
98.63
98.51
98.00
Housing Management
The average Assessment Score across all completed A1 Estate Inspections
3.54
3.56
3.60
Housing Finance
Current Rent Arrears (ÂŁ's)
253,265
310,216
278,592
Housing Finance
Proportion of rent collected exc b/f arrears
99.72
99.15
99.91
Repairs
% emergency repairs completed in timescale
99.69
99.69
99.00
Repairs
Non emergency repairs - % of appointments made that are kept
99.89
99.99
99.00
Repairs
% repairs completed "Right First Time" (based on recalls within 28 days of completion)
99.69
99.63
99.00
Adaptations
Average time taken to complete Adaptations for all works (calendar days)
40.92
43.12
45.00
Decent Homes
Customer Satisfaction with Major Improvements
96.10
93.80
90.00
Supported Housing
Response rate to warden intercom calls received at the Tunstall Contact Centre. % in 60 seconds
98.41
98.39
98.00
12
0
1