M a r / P e r io d 1 3 2 0 1 2 - 1 3
D o m e s tic N o is e C o m p la in ts : A v e r a g e tim e ( h o u r s ) b e tw e e n c o m p la in t a n d s ite v is it ( A n tis o c ia l B e h a v io u r A c t) A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 0 0 0 0 0 0 0 0 0 0 0 0
2 0 1 0 /1 1
.8 .8 .9 .6 .6 .7 .6 .5 .8 .7 .5 .6
0 0 0 0 0 0 0 0 0 0 0 0
.8 .9 .7 .7 .7 .6 .8 .9 .8 .9 .8 .9
2 0 1 1 /1 2 0 0 0 1 1 1 1 0 0 0 0 0
.8 .9 .7 .0 .0 .4 .0 .9 .9 .9 .9 .6
2 0 1 2 /1 3 0 1 1 0 1 0 0 0 0 0 0 0
A c tu a l (2 0 1 2 )
1 .6
.6 .1 .0 .5 .3 .5 .8 .6 .8 .6 .7 .8
1 .4 1 .2 1 .0 0 .8 0 .6 0 .4
M ar
Feb
Jan
D ec
N ov
O ct
Sep
Aug
Jul
Jun
Im p r o v e m e n t A c tio n
N a r r a tiv e In d ic a t o r d r iv e n b y s e r v ic e r e q u e s t s r e c e iv e d
M ay
0 .0
Apr
0 .2
N one
2 of 20
T r a d in g S ta n d a r d s C o m p la in ts : P e r c e n ta g e o f c o n s u m e r c o m p la in ts c o m p le te d w ith in 1 4 d a y s A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 6 6 5 6 6 6 7 6 5 6 7 8
8 6 9 2 0 8 4 9 4 4 4 0
.1 .2 .5 .3 .7 .0 .2 .4 .2 .5 .5 .2
% % % % % % % % % % % %
2 0 1 0 /1 1 7 7 6 7 8 7 8 8 9 8 7 7
4 8 5 8 3 7 3 2 1 1 9 4
.4 .8 .9 .0 .8 .1 .3 .4 .2 .6 .1 .0
% % % % % % % % % % % %
2 0 1 1 /1 2 6 5 7 6 7 5 5 6 6 8 8 6
5 2 3 9 5 8 3 8 3 4 0 6
.1 .2 .9 .4 .5 .8 .4 .9 .6 .1 .0 .7
% % % % % % % % % % % %
2 0 1 2 /1 3 5 9 7 7 7 7 7 7 6 8 8 7
9 0 8 4 2 8 8 3 7 2 6 6
.6 .2 .5 .6 .1 .9 .9 .8 .2 .1 .3 .4
% % % % % % % % % % % %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
N a r r a tiv e 6 8 c o m p la in t s w e r e c o m p le t e d d u r in g M a r c h . O f t h e s e 5 2 w e r e c o m p le t e d w it h in 1 4 d a y s . A s s u c h , t h e p e r c e n t a g e o f c o n s u m e r c o m p la in t s c o m p le t e d w it h in 1 4 d a y s w a s 7 6 .4 % f o r t h e m o n t h o f M a r c h . T h e s e r v ic e h a s b e e n d e a lin g w it h a h ig h e r n u m b e r o f c o m p la in t s , m a n y o f w h ic h a r e c o m p le x , w h e n c o m p a r e d t o p r e v io u s y e a r s . T h is in c r e a s e is a t t r ib u t e d t o g r e a t e r f o o t f a ll a s a r e s u lt o f t h e m o v e t o a n o f f ic e w it h in t h e to w n ce n tre .
M ar
Feb
Jan
D ec
N ov
O ct
Sep
Aug
Jul
Jun
M ay
0
Apr
10
Im p r o v e m e n t A c tio n N o im p r o v e m e n t a c t io n s a r e p r o p o s e d a t t h is t im e .
3 of 20
B e n e fit A d m in is tr a tio n : A v e r a g e tim e ta k e n to p r o c e s s n e w c la im s a n d c h a n g e e v e n ts A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 1 1 1 1 1 1
0 4 2 4 2 4
.1 .0 .5 .9 .4 .2 9 .4 1 3 .1 1 4 .9 1 2 .3 4 .3 1 0 .9
2 0 1 0 /1 1 1 1 1 1 1 1 1 1 1 1 1 1
4 0 3 2 3 8 6 5 3 6 3 1
.1 .5 .2 .1 .6 .1 .7 .6 .7 .3 .9 .9
2 0 1 1 /1 2 1 1 1 1 1 1 1 1 1 1 1
2 0 1 2 /1 3
5 7 6 3 4 5 5 5 2 7 2
.6 .1 .3 .2 .1 .7 .6 .8 .4 .3 .1 9 .9
1 1 1 1 2 1 2 2
2 6 3 7 0 8 5 4
.3 .2 .4 .5 .3 .6 .8 .2 0 .0 0 .0 8 .0 2 9 .5
A c tu a l (2 0 1 2 )
30
25
20
15
10
N a r r a tiv e T h e s e c t io n a r e d e a lin g w it h a s u b s t a n t ia l n u m b e r o f a p p lic a t io n s a n d a lt h o u g h o v e r t im e w a s u n d e r t a k e n a n d t r a in in g o f n e w s t a f f h a s b e g u n , it w ill t a k e s o m e t im e t o c le a r t h e o u t s t a n d in g w o r k lo a d
M ar
Feb
Jan
D ec
N ov
O ct
Sep
Aug
Jul
Jun
M ay
0
Apr
5
Im p r o v e m e n t A c tio n O v e r t im e is b e in g w o r k e d a n d a d d it io n a l s t a f f h a v e b e e n a p p o in t e d a n d a r e in t h e p r o c e s s o f c o m m e n c in g t r a in in g .
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B e n e fit A d m in is tr a tio n : P e r c e n ta g e o f c la im s p r o c e s s e d a c c u r a te ly A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0
2 0 1 0 /1 1 9 9 9 9 9 9 9 9 9 9 9 9
5 7 9 7 6 8 7 3 3 0 5 3
.2 .9 .4 .6 .6 .6 .7 .7 .8 .0 .1 .1
% % % % % % % % % % % %
2 0 1 1 /1 2
2 0 1 2 /1 3
0 .0 % 0 .0 % 9 1 .0 % 9 6 .2 % 8 8 .3 % 9 3 .6 % 9 4 .2 % 9 4 .0 % 9 6 .3 % 9 8 .9 % 9 7 .5 % 9 7 .0 %
9 9 9 9 9 9 9 9
7 7 7 8 6 8 8 6
.4 % .5 % .8 % .6 % .1 % .7 % .3 % .0 % 0 .0 % 0 .0 % 0 .0 % 9 6 .9 %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
N a r r a tiv e
M ar
Feb
Jan
D ec
N ov
O ct
Sep
Aug
Jul
Jun
M ay
0
Apr
10
Im p r o v e m e n t A c tio n
A c c u r a c y c h e c k in g h a s n o w r e c o m m e n c e d f o llo w in g t h e in t r o d u c t io n o f t h e n e w s y s t e m . T h e c h e c k in g le v e l w a s lo w t h is p e r io d b u t w ill b e b a c k t o n o r m a l f r o m A p r il.
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B e n e fit A d m in is tr a tio n : P e r c e n ta g e o f c la im s p r o c e s s e d w ith in 1 4 d a y s A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0
2 0 1 0 /1 1 7 8 9 9 9 8 7 8 8 8 8 7
8 8 2 4 3 9 7 2 5 0 3 7
.6 .7 .3 .4 .5 .1 .2 .4 .6 .1 .5 .9
% % % % % % % % % % % %
2 0 1 1 /1 2 8 8 9 8 7 7 8 8 9 8 9 7
6 0 1 5 9 9 1 5 0 1 0 9
.0 .0 .9 .8 .3 .1 .2 .0 .3 .2 .7 .9
% % % % % % % % % % % %
2 0 1 2 /1 3 8 8 8 7 6 7 6 7
1 2 6 0 5 1 3 2
.5 % .4 % .7 % .9 % .2 % .9 % .2 % .2 % 0 .0 % 0 .0 % 2 2 .8 % 2 6 .7 %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
N a r r a tiv e T h e r e h a s b e e n a s lig h t im p r o v e m e n t o n p r e v io u s p e r io d , h o w e v e r t h e r e is s t ill a la r g e v o lu m e o f o u t s t a n d in g c la im s t o c le a r
M ar
Feb
Jan
D ec
N ov
O ct
Sep
Aug
Jul
Jun
M ay
0
Apr
10
Im p r o v e m e n t A c tio n A d d it io n a l s t a f f h a v e b e e n a p p o in t e d a n d a r e n o w u n d e r g o in g t r a in in g a n d o v e r t im e is b e in g w o r k e d t o r e d u c e t h e n u m b e r o f c la im s o u t s t a n d in g
6 of 20
C o u n c il T a x : P e r c e n ta g e o f C o u n c il T a x r e c e iv e d . A c tu a l (2 0 1 1 )
P e r io d P P P P P P P P P P P P P
e e e e e e e e e e e e e
r io r io r io r io r io r io r io r io r io r io r io r io r io
d d d d d d d d d d d d d
2 0 0 9 /1 0 1 2 3 4 5 6 7 8 9 1 1 1 1
0 1 2 3
1 1 2 3 4 4 5 6 7 8 9 9 9
0 9 8 7 5 9 8 7 6 5 1 1 4
.8 .7 .2 .0 .0 .7 .7 .9 .8 .4 .0 .8 .1
% % % % % % % % % % % % %
2 0 1 0 /1 1 1 1 2 3 4 5 5 6 7 8 9 9 9
0 9 8 7 0 3 8 7 6 4 1 2 4
.8 .8 .4 .1 .8 .7 .7 .8 .9 .0 .1 .6 .2
% % % % % % % % % % % % %
2 0 1 1 /1 2 1 1 2 3 4 4 5 6 7 8 9 9 9
0 9 8 5 0 9 8 7 6 3 0 2 4
.8 .8 .4 .9 .9 .7 .6 .7 .6 .7 .7 .4 .3
2 0 1 2 /1 3
% % % % % % % % % % % % %
1 2 2 3 4 5 5 6 7
1 0 9 8 5 4 9 8 7
.8 % .4 % .2 % .0 % .3 % .2 % .5 % .6 % .5 % 0 .0 % 9 0 .7 % 9 2 .0 % 9 4 .0 %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
P e r io d 1 3
P e r io d 1 2
P e r io d 1 1
P e r io d 1 0
Im p r o v e m e n t A c tio n
P e r io d 9
P e r io d 8
P e r io d 7
P e r io d 6
P e r io d 5
P e r io d 4
P e r io d 3
N a r r a tiv e
P e r io d 2
0
P e r io d 1
10
T h e c o lle c t io n f ig u r e f o r 2 0 1 2 / 1 3 h a s b e e n im p a c t e d b y b o t h t h e im p le m e n t a t io n o f a n e w IT s y s t e m a n d t h e c o n t in u e d e c o n o m ic r e c e s s io n .
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In v o ic e s : P e r c e n ta g e p a id w ith in 3 0 c a le n d a r d a y s o f r e c e ip t. A c tu a l (2 0 1 1 )
8 8 8 8 8 8 8 8 8 8 7 8 8
5 8 6 2 6 5 8 3 5 9 1 6 8
.1 .4 .2 .0 .1 .1 .5 .2 .8 .8 .5 .7 .1
% % % % % % % % % % % % %
9 8 8 8 8 8 8 9 8 8 7 9 9
4 2 2 8 4 6 9 1 7 6 5 2 3
.1 .4 .4 .6 .3 .9 .7 .2 .9 .6 .0 .9 .4
% % % % % % % % % % % % %
9 9 9 8 8 9 9 9 9 8 8 9 9
0 0 2 8 7 1 1 4 1 9 1 4 4
.0 .0 .9 .6 .1 .7 .3 .5 .6 .7 .1 .1 .3
% % % % % % % % % % % % %
90 80 70 60 50 40 30 20
Im p r o v e m e n t A c tio n
P e r io d 1 3
N a r r a tiv e
P e r io d 1 2
0
P e r io d 1 1
10 P e r io d 1 0
% % % % % % % % % % % % %
P e r io d 9
.8 .6 .5 .4 .2 .1 .6 .9 .6 .8 .0 .1 .2
P e r io d 8
7 3 6 1 8 0 5 2 7 3 7 5 2
P e r io d 7
0 1 2 3
8 9 8 8 8 8 7 8 8 6 4 8 8
P e r io d 6
1 2 3 4 5 6 7 8 9 1 1 1 1
A c tu a l (2 0 1 2 )
100
P e r io d 5
d d d d d d d d d d d d d
2 0 1 2 /1 3
P e r io d 4
r io r io r io r io r io r io r io r io r io r io r io r io r io
2 0 1 1 /1 2
P e r io d 3
e e e e e e e e e e e e e
2 0 1 0 /1 1
P e r io d 2
P P P P P P P P P P P P P
2 0 0 9 /1 0
P e r io d 1
P e r io d
8 of 20
A ll S to c k : P e r c e n ta g e o f r e - le ts w ith in 4 w e e k s A c tu a l (2 0 1 1 )
P e r io d P P P P P P P P P P P P P
e e e e e e e e e e e e e
r io r io r io r io r io r io r io r io r io r io r io r io r io
d d d d d d d d d d d d d
2 0 0 9 /1 0 1 2 3 4 5 6 7 8 9 1 1 1 1
0 1 2 3
4 4 3 3 4 4 4 4 4 3 3 3 3
8 2 9 9 3 1 0 0 1 9 7 6 6
.6 .6 .8 .8 .1 .8 .9 .0 .2 .9 .7 .7 .8
% % % % % % % % % % % % %
2 0 1 0 /1 1 3 3 3 4 5 4 1 2 2 3 1 2 2
1 2 7 1 0 0 9 7 8 2 4 9 6
.6 .2 .6 .6 .0 .3 .8 .1 .6 .7 .4 .6 .8
% % % % % % % % % % % % %
2 0 1 1 /1 2 4 3 3 3 3 3 3 3 2 2 2 2 2
5 5 7 8 3 2 2 1 9 9 6 5 6
.1 .0 .3 .0 .9 .8 .6 .0 .8 .0 .4 .2 .1
% % % % % % % % % % % % %
2 0 1 2 /1 3 3 3 2 2 2 2 2 2 2 2 2 3 3
0 1 9 9 7 8 7 7 9 9 9 1 3
.6 .2 .4 .1 .9 .4 .1 .2 .4 .9 .4 .1 .5
% % % % % % % % % % % % %
A c tu a l (2 0 1 2 )
50 45 40 35 30 25 20 15 10
P e r io d 1 3
P e r io d 1 2
P e r io d 1 1
P e r io d 1 0
Im p r o v e m e n t A c tio n
P e r io d 9
P e r io d 8
P e r io d 7
P e r io d 6
P e r io d 5
P e r io d 4
P e r io d 3
N a r r a tiv e
P e r io d 2
0
P e r io d 1
5
T h e p e r c e n t a g e o f p r o p e r t ie s r e - le t w it h in 4 w e e k s in 2 0 1 2 / 1 3 is 3 3 .5 % w h ic h is b e t t e r t h a n t h e 2 0 1 1 / 1 2 y e a r e n d p e r fo r m a n c e o f 2 6 .1 % a n d b e t t e r t h a n t h e 2 0 1 0 / 1 1 p e r f o r m a n c e o f 3 1 .9 % a n d h ig h e r t h a n t h e 2 0 1 2 / 1 3 t a r g e t o f 3 0 % . C u r r e n t p e r f o r m a n c e is lo w e r t h a n t h e 2 0 0 9 / 1 0 y e a r e n d o f 3 6 .9 % , t h e 2 0 0 8 / 0 9 y e a r e n d f ig u r e o f 4 3 .4 % a n d t h e 2 0 0 7 / 0 8 y e a r f ig u r e o f 4 6 .3 % . A n a ly s is in d ic a t e s t h a t a s ig n if ic a n t p r o p o r t io n o f r e - le t s w h ic h m is s e d t h e 4 w e e k t a r g e t w e r e r e - le t in 5 t o 8 w e e k s ( 3 4 .2 % ) . A f u r t h e r a n a ly s is o f t h e 5 t o 8 w e e k b a n d s h o w s t h a t 1 1 .6 % o f p r o p e r t ie s w e r e le t in 5 w e e k s , 1 0 .4 % in 6 w e e k s , 7 .6 % in 7 w e e k s a n d 4 .6 % % in 8 w eeks.
9 of 20
H o m e le s s n e s s : N u m b e r o f p e o p le a s s e s s e d a s h o m e le s s o r p o te n tia lly h o m e le s s A c tu a l (2 0 1 1 )
4 4 2 3 3 3 3 3 3
0 9 7 6 7 6 4 4 5
60 50 40 30
4 20
N a r r a tiv e
Im p r o v e m e n t A c tio n
P e r io d 1 3
0
P e r io d 1 2
10
P e r io d 1 1
25 43 17
P e r io d 1 0
0 2 6 3 0 2 0 8 6 8 5 5 0
P e r io d 9
5 3 4 4 5 6 4 3 4 2 3 3 4
9 4 8 3 9 9 5 6 7 4 1 1 3
P e r io d 8
5 4 6 6 4 4 4 4 4 3 5 4 5
0 2 5 4 9 1 6 5 3 7 2 8 6
P e r io d 7
0 1 2 3
7 4 5 4 4 5 4 4 5 2 3 6 7
P e r io d 6
1 2 3 4 5 6 7 8 9 1 1 1 1
A c tu a l (2 0 1 2 )
70
P e r io d 5
d d d d d d d d d d d d d
2 0 1 2 /1 3
P e r io d 4
r io r io r io r io r io r io r io r io r io r io r io r io r io
2 0 1 1 /1 2
P e r io d 3
e e e e e e e e e e e e e
2 0 1 0 /1 1
P e r io d 2
P P P P P P P P P P P P P
2 0 0 9 /1 0
P e r io d 1
P e r io d
T h e le v e l o f h o m e le s s a s s e s s m e n t s u n d e r t a k e n is a f f e c t e d b y t h e le v e l o f p r e s e n t a t io n s t o t h e H o u s in g O p t io n s T e a m . It s h o u ld b e n o t e d t h a t w it h a ll c a s e s p r e s e n t in g a s h o m e le s s t h e r e is a p r o c e s s t im e la g . C u m u la t iv e h o m e le s s a s s e s s m e n t s in 2 0 1 2 / 1 3 a r e 4 0 9 . T h e a v e r a g e n u m b e r o f h o m e le s s a s s e s s m e n t s in 2 0 1 2 / 1 3 is 3 2 c o m p a r e d w it h 4 2 in 2 0 1 1 / 1 2 a n d 5 0 in 2 0 0 1 0 / 1 1 . A ll c lie n t s id e n t if ie d a s n o t b e in g h o m e le s s a t t h e t im e o f p r e s e n t a t io n a r e p r o v id e d w it h in f o r m a t io n a n d a d v ic e t o p r e v e n t h o m e le s s n e s s .
10 of 20
H o m e le s s n e s s : P e r c e n ta g e o f r e p e a t h o m e le s s n e s s w ith in o n e y e a r A c tu a l (2 0 1 1 )
12 10 8 6 4 2 0
N a r r a tiv e
Im p r o v e m e n t A c tio n
P e r io d 1 3
% % % % % % % % % % % % %
P e r io d 1 2
.0 .6 .7 .8 .1 .8 .9 .0 .0 .0 .0 .3 .9
P e r io d 1 1
0 5 3 2 8 2 2 8 0 0 0 9 5
P e r io d 1 0
1 0 .0 % 3 .3 % 1 3 .0 % 9 .3 % 8 .0 % 5 .2 % 7 .5 % 2 .6 % 4 .3 % 0 .0 % 2 .9 % 0 .0 % 1 0 .0 %
P e r io d 9
.9 % .7 % .6 % .0 % .2 % 1 1 .9 % 4 .3 % 1 0 .9 % 1 0 .6 % 2 .9 % 5 .9 % 7 .3 % 7 .5 %
P e r io d 8
4 3 4 5 4
P e r io d 7
0 1 2 3
1 0 .0 % 9 .0 % 7 .8 % 9 .9 % 1 0 .0 % 9 .3 % 9 .2 % 9 .8 % 1 0 .0 % 1 0 .3 % 9 .9 % 9 .5 % 9 .6 %
P e r io d 6
1 2 3 4 5 6 7 8 9 1 1 1 1
A c tu a l (2 0 1 2 )
14
P e r io d 5
d d d d d d d d d d d d d
2 0 1 2 /1 3
P e r io d 4
r io r io r io r io r io r io r io r io r io r io r io r io r io
2 0 1 1 /1 2
P e r io d 3
e e e e e e e e e e e e e
2 0 1 0 /1 1
P e r io d 2
P P P P P P P P P P P P P
2 0 0 9 /1 0
P e r io d 1
P e r io d
T h is f ig u r e f lu c t u a t e s t h r o u g h o u t t h e y e a r a n d c a n b e a f f e c t e d d is p r o p o r t io n a lly b y a r e la t iv e ly s m a ll n u m b e r o f r e p e a t e d h o m e le s s r e p r e s e n t a t io n s . In 2 0 1 2 / 1 3 t h e r e h a v e b e e n 2 0 r e p e a t h o m e le s s c a s e s . T h e c u r r e n t c u m u la t iv e r e p e a t h o m e le s s r a t e is 4 .9 % T h e c u r r e n t c u m u la t iv e r e p e a t h o m e le s s f ig u r e is lo w e r t h a n t h e 2 0 1 2 / 1 3 t a r g e t o f 7 % . H o u s in g t e a m s w ill c o n t in u e t o w o r k w it h t e n a n t s r e c e n t ly h o u s e d t o e n s u r e t h a t t h e y a r e a b le m a in t a in t h e ir t e n a n c ie s .
11 of 20
R e p a ir s : P e r c e n ta g e o f h o u s in g r e p a ir s c o m p le te d o n th e fir s t v is it A c tu a l (2 0 1 1 )
P e r io d P P P P P P P P P P P P P
e e e e e e e e e e e e e
r io r io r io r io r io r io r io r io r io r io r io r io r io
d d d d d d d d d d d d d
2 0 0 9 /1 0 1 2 3 4 5 6 7 8 9 1 1 1 1
0 1 2 3
9 9 9 9 9 9 9 9 9 9 9 9 9
4 4 4 4 3 5 4 4 3 6 4 4 2
.6 .6 .0 .8 .9 .2 .7 .2 .7 .2 .0 .4 .7
% % % % % % % % % % % % %
2 0 1 0 /1 1 9 9 9 9 9 9 9 9 9 9 9 9 9
3 2 2 3 2 3 4 2 3 4 3 3 3
.5 .8 .4 .1 .9 .6 .9 .8 .0 .7 .5 .6 .2
% % % % % % % % % % % % %
2 0 1 1 /1 2 9 9 9 9 9 9 9 9 9 9 9 9 9
6 5 5 4 4 4 4 5 5 5 4 4 4
.2 .4 .0 .9 .6 .5 .2 .8 .9 .9 .9 .5 .6
2 0 1 2 /1 3
% % % % % % % % % % % % %
9 9 9 9 9 9 9 9 9 9 9 9 9
6 6 7 3 5 6 6 5 5 7 4 6 6
.3 .4 .1 .7 .0 .1 .0 .3 .1 .2 .1 .0 .2
% % % % % % % % % % % % %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
P e r io d 1 3
P e r io d 1 2
P e r io d 1 1
P e r io d 1 0
Im p r o v e m e n t A c tio n
P e r io d 9
P e r io d 8
P e r io d 7
P e r io d 6
P e r io d 5
P e r io d 4
P e r io d 3
N a r r a tiv e
P e r io d 2
0
P e r io d 1
10
P e r f o r m a n c e h a s im p r o v e d f r o m p e r io d 1 2 ( 9 6 % ) , a n d is a b o v e t a r g e t ( 9 0 % ) . S t o c k it e m s c a r r ie d b y a ll R e s p o n s e R e p a ir o p e r a t iv e s t o f a c ilit a t e f ir s t t im e f ix , a n d s t o c k it e m s r e g u la r ly r e v ie w e d t o e n s u r e r e le v a n c y . H o w e v e r , it is d if f ic u lt t o a n t ic ip a t e a ll m a t e r ia l r e q u ir e m e n t s f o r t h e v a r ie t y o f h o u s e t y p e s a n d c o m p o n e n t p a r t s in u s e , in o r d e r t o a lw a y s a c h ie v e a f ir s t t im e f ix . C e r t a in m a t e r ia ls a r e n o t s t o c k it e m s a n d r e q u ir e s p e c ia lis t o r d e r s / m a n u f a c t u r in g .
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L e is u r e S e r v ic e s : N u m b e r o f v is ito r s to a ll le is u r e fa c ilitie s A c tu a l (2 0 1 1 )
2 5 0 ,0 0 0
2 0 0 ,0 0 0
1 5 0 ,0 0 0
1 0 0 ,0 0 0
5 0 ,0 0 0
0
N a r r a tiv e
Im p r o v e m e n t A c tio n
P e r io d 1 3
1 8 ,2 3 2 2 9 ,5 5 4 3 0 ,8 2 0 4 6 ,7 1 1 5 1 ,5 1 7 2 8 ,6 7 4 3 4 ,5 7 7 5 8 ,3 1 7 5 6 ,8 0 5 9 9 ,5 5 8 1 3 ,9 3 3 2 4 ,5 2 8 5 0 ,6 7 0
P e r io d 1 2
2 2 2 2 2 2 2 2 1 2 2 2
P e r io d 1 1
2 6 ,9 6 8 0 6 ,9 5 3 1 3 ,2 3 3 2 5 ,3 4 1 1 1 ,9 1 8 0 6 ,3 6 4 9 9 ,4 2 5 2 1 ,0 1 0 2 7 ,3 9 0 6 7 ,2 2 1 0 6 ,0 4 2 3 5 ,5 0 3 4 5 ,5 5 9
P e r io d 1 0
2 2 2 2 2 1 2 2 1 2 2 2
P e r io d 9
1 7 ,0 8 6 0 0 ,7 9 6 9 7 ,2 8 4 0 6 ,6 9 9 9 1 ,1 5 1 0 5 ,5 7 8 0 0 ,1 3 9 3 1 ,3 8 5 1 9 ,5 3 1 5 9 ,8 1 5 8 1 ,1 2 6 1 4 ,4 6 0 3 9 ,4 0 9
P e r io d 8
2 1 2 1 2 2 2 2 1 1 2 2
P e r io d 7
0 1 2 3
2 6 ,8 2 2 4 6 ,1 0 7 4 0 ,1 0 6 4 6 ,8 6 8 6 9 ,7 2 9 5 4 ,8 8 3 5 2 ,0 3 7 8 0 ,2 4 5 6 6 ,3 2 0 2 6 ,0 8 8 3 5 ,3 3 5 6 8 ,5 4 6 1 0 ,3 3 8
1 1 1 1 1 1 1 1 1 1 1 2
P e r io d 6
1 2 3 4 5 6 7 8 9 1 1 1 1
A c tu a l (2 0 1 2 )
3 0 0 ,0 0 0
P e r io d 5
d d d d d d d d d d d d d
2 0 1 2 /1 3
P e r io d 4
r io r io r io r io r io r io r io r io r io r io r io r io r io
2 0 1 1 /1 2
P e r io d 3
e e e e e e e e e e e e e
2 0 1 0 /1 1
P e r io d 2
P P P P P P P P P P P P P
2 0 0 9 /1 0
P e r io d 1
P e r io d
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S tr e e t L ig h tin g : P e r c e n ta g e o f r e p a ir s c o m p le te d w ith in 7 d a y s . A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 9 9 9 9
6 6 8 9
.7 % .9 % .3 % .8 % 1 0 0 .0 % 9 8 .4 % 9 6 .1 % 9 8 .8 % 9 8 .6 % 9 8 .9 % 9 9 .5 % 9 8 .9 %
2 0 1 0 /1 1 9 9 9 9 9 9 9 9 9 9 9 9
4 9 8 8 9 9 8 9 2 8 9 5
.8 .1 .7 .7 .1 .6 .2 .5 .1 .0 .6 .8
% % % % % % % % % % % %
2 0 1 1 /1 2 9 9 9 9 9 9 9 9 8 9 9 9
6 9 9 6 5 5 6 7 9 7 9 9
.8 .5 .2 .0 .9 .8 .5 .4 .0 .8 .7 .8
2 0 1 2 /1 3
% % % % % % % % % % % %
9 9 9 9 9 9 9 9 9 9 9 9
8 7 8 7 8 5 9 8 5 9 7 8
.0 .8 .0 .8 .5 .0 .1 .5 .4 .9 .6 .5
% % % % % % % % % % % %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
N a r r a tiv e
M ar
Feb
Jan
D ec
N ov
O ct
Sep
Aug
Jul
Jun
M ay
0
Apr
10
Im p r o v e m e n t A c tio n
D e s p it e c o n t in u e d e m p h a s is o n e n e r g y c o n v e r s io n w o r k s , lm u p e r f o r m a n c e in c r e a s e d t o o v e r 9 8 % t h is m o n t h , h e lp e d b y t h e u s u a l s e a s o n a l r e d u c t io n in t h e n u m b e r o f f a u lt s .
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P la n n in g A p p lic a tio n s : P e r c e n ta g e o f h o u s e h o ld e r p la n n in g a p p lic a tio n s d e te r m in e d w ith in tw o m o n th s A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 6 7 7 7 4 3 5 8 7 5 7 6
4 0 7 6 6 8 1 6 8 2 3 8
.3 .5 .8 .9 .7 .5 .9 .7 .3 .2 .6 .6
% % % % % % % % % % % %
2 0 1 0 /1 1 7 9 8 8 8 7 9 8
8 2 3 8 6 3 6 3
.8 % .0 % .3 % .5 % .4 % .3 % .3 % .3 % 1 0 0 .0 % 9 3 .8 % 1 0 0 .0 % 1 0 0 .0 %
2 0 1 1 /1 2 3 5 7 4 4 6 5 6
2 0 1 2 /1 3
5 3 3 1 6 2 2 1
.3 % .3 % .7 % .7 % .0 % .5 % .0 % .5 % 1 0 0 .0 % 7 1 .4 % 3 6 .4 % 4 5 .5 %
3 5 8 8 9 8 8 9 6 9 9 9
7 2 0 8 2 3 3 2 6 0 0 1
.5 .6 .0 .9 .9 .3 .3 .8 .7 .9 .0 .0
% % % % % % % % % % % %
A c tu a l (2 0 1 2 )
120
100
80
60
40
N a r r a tiv e W h ile t h is m a in t a in s t h e s a m e h ig h le v e l a s t h e p r e v io u s m o n t h s ig n if ic a n t b a c k o f f ic e d e v e lo p m e n t w o r k is o n g o in g t o r a is e a n d m a in t a in t h e le v e ls o f p e r f o r m a n c e w it h in t h e s e t y p e s o f a p p lic a t io n s .
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Im p r o v e m e n t A c tio n C o n t in u e w it h c u r r e n t im p r o v e m e n t p la n t o c o n s is t e n t ly im p r o v e p e r f o r m a n c e t o r a is e t h e s t a n d a r d s w it h in t h e S e r v ic e .
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P la n n in g A p p lic a tio n s : P e r c e n ta g e o f n o n - h o u s e h o ld e r p la n n in g a p p lic a tio n s d e te r m in e d w ith in tw o m o n th s A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 2 4 4 4 2 1 2 5 3 4 1 7
7 4 1 6 5 7 2 0 2 0 3 2
.8 .6 .2 .5 .0 .6 .2 .0 .3 .0 .5 .5
% % % % % % % % % % % %
2 0 1 0 /1 1 6 4 6 5 6 4 4 4 5 5 4 5
3 5 0 0 5 8 9 3 7 8 8 5
.6 .5 .0 .0 .5 .5 .0 .5 .1 .3 .6 .2
% % % % % % % % % % % %
2 0 1 1 /1 2 2 2 5 5 5 4 2 4 3 2 2 3
6 7 3 5 3 7 3 1 3 4 0 8
.5 .5 .5 .0 .7 .4 .9 .9 .3 .2 .0 .5
2 0 1 2 /1 3
% % % % % % % % % % % %
3 4 4 5 7 4 6 7 7 5 1 5
8 5 0 5 9 2 3 3 0 6 9 3
.5 .0 .4 .3 .2 .3 .6 .3 .0 .7 .2 .3
% % % % % % % % % % % %
A c tu a l (2 0 1 2 )
80 70 60 50 40 30 20
N a r r a tiv e P e r f o r m a n c e h a s im p r o v e d f r o m 1 9 .2 % in F e b r u a r y 2 0 1 3 t o 5 3 .3 % in M a r c h 2 0 1 3 b u t r e m a in s b e lo w t a r g e t ( 8 0 % ) . O v e r t h e c o u r s e o f 2 0 1 2 / 1 3 p e r f o r m a n c e h a s f lu c t u a t e d f r o m a lo w o f 1 9 .2 % in F e b r u a r y 2 0 1 3 t o a h ig h o f 7 9 .2 % in A u g u s t 2 0 1 2 .
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10
Im p r o v e m e n t A c tio n C o n t in u e w it h c u r r e n t im p r o v e m e n t p la n t o c o n s is t e n t ly im p r o v e p e r f o r m a n c e t o r a is e t h e s t a n d a r d s w it h in t h e S e r v ic e .
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A tte n d a n c e : P u p il A tte n d a n c e R a te s . A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0
2 0 1 0 /1 1
2 0 1 1 /1 2
9 3 .4 % 9 3 .6 % 9 3 .5 % 0 .0 % 9 5 .3 % 9 4 .2 % 9 3 .3 % 9 3 .4 % 9 3 .0 % 9 2 .8 % 9 2 .9 % 9 2 .9 %
9 2 .9 % 9 3 .0 % 9 2 .8 % 0 .0 % 9 4 .3 % 9 4 .7 % 9 4 .5 % 9 4 .0 % 9 3 .3 % 9 3 .1 % 9 3 .2 % 9 3 .2 %
9 3 .2 % 9 3 .2 % 9 3 .0 % 0 .0 % 9 5 .0 % 9 4 .8 % 9 4 .4 % 9 4 .4 % 9 3 .6 % 9 3 .7 % 9 3 .8 % 9 3 .6 %
2 0 1 2 /1 3 9 3 .8 % 9 3 .5 % 9 3 .5 % 0 .0 % 9 5 .1 % 9 4 .7 % 9 4 .5 % 9 4 .1 % 9 3 .7 % 9 3 .3 % 9 3 .5 % 9 3 .4 %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
N a r r a tiv e A t t e n d a n c e f o r t h e m o n t h o f M a r c h w a s 9 3 .4 % r a n g in g f r o m 9 1 .4 % in s e c o n d a r y s c h o o ls t o 9 5 .3 % in s p e c ia l s c h o o ls . T h e s e f ig u r e s a r e in lin e w it h s im ila r r e p o r t in g p e r io d s a n d r e f le c t t h e p a t t e r n s o f a t t e n d a n c e o v e r t h e c o u r s e o f t h e s c h o o l s e s s io n .
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Jan
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0
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10
Im p r o v e m e n t A c tio n S c h o o ls m u s t r e m a in v ig ila n t in m o n it o r in g a t t e n d a n c e in p a r t n e r s h ip w it h p a re n ts/ca re rs.
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E x c lu s io n s : N u m b e r o f e x c lu s io n in c id e n ts . A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0
2 0 1 0 /1 1
2 0 1 1 /1 2
34 97 58 0 28 84 56 86 49 85 68 137
35 72 72 0 42 85 52 115 41 103 56 77
12 83 51 0 50 58 78 104 54 88 78 84
2 0 1 2 /1 3 42 64 58 0 36 86 90 99 60 62 61 90
A c tu a l (2 0 1 2 )
120
100
80
60
40
N a r r a tiv e E x c lu s io n s in M a r c h s t a n d a t 9 0 , a n in c r e a s e o f 6 o n t h e s a m e p e r io d la s t y e a r . E x c lu s io n s p e r 1 0 0 0 s t a n d a t 5 .6 a n in c r e a s e o f 0 .4 o n t h e s a m e p e r io d la s t y e a r .
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Im p r o v e m e n t A c tio n S c h o o ls s h o u ld c o n t in u e t o im p le m e n t p o s it iv e b e h a v io u r s t r a t e g ie s a n d r e s t o r a t iv e p r a c t ic e s t o e n s u r e t h a t a ll c h ild r e n a n d y o u n g p e o p le b e n e f it f r o m s t r o n g p e r s o n a l d is c ip lin e a n d a c o m m it m e n t t o t h e ir le a r n in g .
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C h ild r e n R e p o r te r : P e r c e n ta g e o f r e p o r ts s u b m itte d to S C R A b y th e d u e d a te . A c tu a l (2 0 1 1 )
P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0 1 2 2 4 1 4 3 4 4 4 3 5
7 3 2 2 6 7 7 6 1 5 3 8
.3 .9 .6 .9 .7 .6 .5 .9 .9 .7 .3 .5
% % % % % % % % % % % %
2 0 1 0 /1 1 8 6 4 6 6 3 6 7 8 8 9 6
2 4 5 9 0 1 3 6 4 1 5 1
.5 .0 .0 .0 .5 .8 .0 .7 .0 .0 .2 .5
% % % % % % % % % % % %
2 0 1 1 /1 2 5 5 5 4 6 6 8 9 7 7 7 6
4 2 2 8 8 3 4 1 8 9 4 8
.8 .6 .4 .4 .8 .6 .9 .0 .1 .0 .0 .0
2 0 1 2 /1 3
% % % % % % % % % % % %
7 6 6 9 6 8 8 7 8 8 8
6 3 8 1 7 7 9 5 6 1 8
.5 % .3 % .6 % .4 % .5 % .0 % .3 % .0 % .7 % .1 % .2 % 0 .0 %
A c tu a l (2 0 1 2 )
100 90 80 70 60 50 40 30 20
N a r r a tiv e T h e S c o t t is h C h ild r e n 's R e p o r t e r A d m in is t r a t io n m a n a g e m e n t in f o r m a t io n s y s t e m . S ig n if ic a n t t e in s t a lla t io n h a v e p r e v e n t e d t h e p r o d u c t io n o f M s h o u ld r e in t r o d u c e m o n t h ly r e p o r t in g f o r A p r il 2 2013.
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h a v e m o v e d o v e r to a n e w c h n ic a l p r o b le m s f o llo w in g a r c h 2 0 1 3 d a t a . S y s t e m m a in t e n a n c e 0 1 3 , d u e f o r c o lle c t io n o n 2 J u n e
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H o m e c a r e : P e r c e n ta g e o f h o m e c a r e c lie n ts a g e d 6 5 + r e c e iv in g P e r s o n a l C a r e . A c tu a l (2 0 1 1 )
9 9 9 9 9 9 9 9 9 9 9 9
7 7 7 7 7 7 7 7 7 7 7 8
.0 .6 .7 .7 .5 .8 .8 .7 .8 .6 .8 .2
% % % % % % % % % % % %
9 9 9 9 9 9
7 8 7 8 6 8
.9 % .0 % .8 % .2 % .8 % .1 % 1 0 0 .0 % 9 8 .0 % 9 8 .0 % 9 8 .0 % 9 9 .0 % 9 8 .5 %
9 9 9 9 9 9 9 9 9 9 9 9
9 9 9 9 9 9 9 8 9 8 9 8
.0 .0 .0 .0 .0 .0 .0 .7 .0 .7 .0 .6
% % % % % % % % % % % %
120
100
80
60
40
N a r r a tiv e
M ar
Feb
Jan
D ec
N ov
0
O ct
20
Sep
% % % % % % % % % % % %
A c tu a l (2 0 1 2 )
Aug
.5 .9 .8 .9 .9 .9 .4 .6 .6 .6 .6 .0
2 0 1 2 /1 3
Jul
5 5 5 5 5 5 6 6 6 6 6 7
2 0 1 1 /1 2
Jun
9 9 9 9 9 9 9 9 9 9 9 9
2 0 1 0 /1 1
M ay
Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar
2 0 0 9 /1 0
Apr
P e r io d
Im p r o v e m e n t A c tio n
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