Board Master Report 2015 16 q3

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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