housing service performance report - 2019-20 · 2 days ago · 5 compliments 6 new tenant...

Print Date: 01/05/20

Housing Service Performance Report - 2019-20

Page Section BenchmarkingNew HousingMark National Club

3-4 Closed ComplaintsCustomer Care

5 Compliments

6 New Tenant Satisfaction

7 Tenancy Home Checks

8 Emergency Repairs Completed on Time

9 Urgent Repairs Completed on Time

10 Routine Repairs Completed on Time

11 Responsive Repairs RatiosHousing Maintenance

12 Aids and Adaptations

13 Repair Completions

14 Repairs Appointments

Repairs Expenditure 15 Responsive and Planned Expenditure

16 Decent Homes

17 Gas ServicingProviding Quality Housing

18 Re-let Times Excluding Major Voids

19 Major Voids

20 Dwelling Rent Loss Due to Voids

21 Anti-social Behaviour IncidentsAnti-social Behaviour

22 Anti-social Behaviour Satisfaction

23 Dwelling Rent Collected as a % of Dwelling Rent Owed

24 Current Dwelling Rent Arrears % of Annual Rent Debit

Income Collection 25 Former Dwelling Rent Arrears % of Annual Rent Debit

26 Dwelling Rent Written Off as a % of Annual Rent Roll

27 Tenants Paying by Direct Debit

Right to Buy 28 Right to Buy

Housing Enabling 29 Affordable Housing (Quarterly)

10/03/2019

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Upper Quartile >94.3% >95.5% >97.3% >96%

Second Quartile >91.9% >86.7% >88.3% >87.7%

Third Quartile <91.9% <86.7% <88.3% <87.7%

Responsible Manager Lower Quartile <79.8% <73% <76.9% <73.7%

Group Manager for Building Services/Group Manager for Housing Services 98.9% 98.6% 98.6% 98.5%

Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD

>98% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 88.9% 100.0% 100.0% 100.0% 100.0% 87.5% 97.3%

>98% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 6 9 18 7 6 6 7 6 13 11 13 5 107

N/A 6 9 18 7 6 6 7 6 13 11 13 5 107

N/A 33.3% 50.0% 37.5% 33.3% 0.0% 20.0% 66.7% 50.0% 8.3% 0.0% 20.0% 50.0% 32.0%

N/A 50.0% 0.0% 55.6% 57.1% 33.3% 66.7% 57.1% 50.0% 30.8% 36.4% 53.8% 60.0% 44.9%

N/A 6 9 18 7 6 6 7 6 13 11 13 5 107

N/A 3 0 10 4 2 4 4 3 4 4 7 3 48

N/A 1 1 3 1 2 1 3 3 0 1 1 1 18

N/A 0 0 0 0 0 0 0 0 0 0 0 0 0

Comments - Building Services Manager/Housing Services Manager

No. Stage Two Complaints Closed

No. Ombudsman Complaints Closed

2019-20

2019-20

No. Stage One Complaints Completed On Time

2019-20No. Stage One Complaints Closed

2018-19

No. Stage One Complaints Upheld

Movement on

Previous Month

Closed Complaints

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YTD

Performance

2018-19

Year

% Stage One Complaints Responded to On Time

2019-20

% Stage One Complaints Upheld

No. Stage One Complaints Closed

MDDC

Q4 14-15 Q4 15-16 Q4 16-17 Q4 17-18

The outcome reflects the commitment of the team to ensuring that targets relating to complaints are met in order to ensure that the original complaint is not compounded by poor performance in this area of work.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

% Stage One Complaints Upheld

0

4

8

12

16

20


No. Stage One Complaints

Responsible Manager

Group Manager for Building Services/Group Manager for Housing Services

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD

0 0 1 0 0 1 0 0 0 1 0 0 3

0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0

1 1 1 0 0 0 0 0 1 1 2 1 8

0 0 2 0 1 0 0 1 1 1 1 1 8

3 4 13 6 3 5 4 3 9 6 8 2 66

2 2 1 0 2 0 2 2 1 2 1 0 15

0 2 0 0 0 0 1 0 0 0 1 1 5 40.0%

Tenants' Rents and Service Charges

Tenancy Management

5

3

51.5%34

2

Customer Care

0

20.0%

37.5%

62.5%

0.0%

Complaints Upheld

Allocations

0

0

Closed Complaints

Staff and Customer Services 3

Repairs and Maintenance

8

Lessons Learned Forms Completed

0

0

100.0%

5

4

Estate Service

Anti-social Behaviour

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Other 100.0%

100.0%

100.0%

100.0%

100.0%

15

66

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20

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60

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YTD Complaints Upheld Lessons Learned Forms Completed

Responsible Manager

Group Manager for Building Services/Group Manager for Housing Services


0 0 0 0 0 0 0 0 0 0 1 0 1

0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 1 0 1

0 0 0 0 0 0 0 0 0 0 1 0 1

1 3 6 3 2 2 3 2 2 4 0 1 29

0 1 0 3 1 0 1 1 2 0 0 0 9

0 1 0 0 0 0 1 2 0 5 1 0 10

Tenancy Management

Compliments

5

Estate Service


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Staff and Customer Services

Repairs and Maintenance

Customer Care

Allocations

Tenants' Rents and Service Charges

0

5

10

15

20

25

30

35

Allo

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Anti-s

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No. Compliments

Upper Quartile >83.3% >91.3%

Second Quartile >82% >90%

Third Quartile <82% <90%

Responsible Manager Lower Quartile <78.6% <86.6%

Group Manager for Housing Services 82.3% 92.4%

* Data for these PIs can only be collected after 6 weeks and it will therefore always be a month behind


>85% 77.3% 85.7% 81.8% 76.2% 50.0% 85.7% 80.0% 92.9% 91.7% 92.3% 100.0% 81.8% 82.5%

>85% 76.9% 66.7% 85.7% 81.8% 72.7% 80.0% 83.3% 78.6% 78.6% 36.4% 10.0% 18.2% 65.3%

N/A 13 15 7 11 11 15 12 14 14 11 10 11 144

N/A 10 10 6 9 8 12 10 11 11 4 1 2 94

>97% 88.2% 88.9% 100.0% 93.8% 100.0% 91.7% 91.7% 92.3% 90.9% 91.7% 100.0% 88.9% 93.1%

>97% 100.0% 100.0% 100.0% 100.0% 100.0% 66.7% 90.0% 81.8% 81.8% 100.0% 100.0% 100.0% 90.4%

N/A 10 10 6 9 8 12 10 11 11 4 1 2 94

N/A 10 10 6 9 8 8 9 9 9 4 1 2 85

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No. Satisfaction Surveys Received

No. Satisfied with New Tenancy

2018-19

No. New Tenants Surveyed for Satisfaction

No. Satisfaction Surveys Received

% Responses to New Tenant Satisfaction Survey*

2019-20

2018-19

MDDC

Q4 17-18 Q4 18-19

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New Tenant Satisfaction

YearMovement on

Previous Month

YTD

Performance

L

Customer Care

Comments - Group Manager for Housing Services

L

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% Respondents Satisfied with New Tenancy*

2019-20

Performance has improved through the year. Given the situation regarding the pandemic, I would not have expected performanceagainst this indicator to have been good during March, and am aware that Officers will not have given this work such high priority during recent weeks. I will be suggesting that any outstanding surveys are completed over the telephone.

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


% Responses to New Tenants Satisfaction Survey

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%


% Respondents Satisfied with New Tenancy

Responsible Manager

Group Manager for Housing Services


80.0% 81.8% 83.6% 85.5% 87.3% 89.1% 90.9% 92.7% 94.6% 96.4% 98.2% 100.0% 100.0%

74.0% 74.1% 74.2% 74.1% 74.1% 74.1% 74.2% 75.6% 75.9% 76.2% 76.5% 76.6% 76.6%

2946 2946 2946 2948 2948 2963 2964 2967 2963 2962 2958 2954 2954

2180 2182 2185 2185 2185 2195 2200 2243 2249 2257 2262 2262 2262

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Tenancy Home Checks

YearMovement on

Previous MonthYTD Performance

% Cumulative Tenancy Home Checks Completed

Target


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No. Properties

No. Total Tenancy Home Checks Completed

2019-20

These visits are always given lower priority and with the situation relating to the Coronavirus, I am unsurprised that no visits were undertaken during

March. 3/4 of our homes have been visited in recent years and the programme will resume at some point in the future but at the moment I am unable

to say when this will be.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Tenancy Home Checks

Responsible Manager

Group Manager for Building Services


>100% 98.2% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 98.5% 99.7%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 67 67 41 78 39 44 52 45 58 63 58 47 659

N/A 67 67 41 78 39 44 52 45 58 63 58 47 659

Comments - Group Manager for Building Services

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YTD Performance

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Movement on

Previous Month

Housing MaintenanceEmergency Repairs Completed on Time

Year

2018-19

% Emergency Repairs Completed on Time

2019-20No. Emergency Repairs

No. Emergency Repairs Completed on Time

Excellent results for the whole year.

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Emergency Repairs Completed on Time

0

25

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75

100

125

150

175

200

225

250


No. Emergency Repairs

Responsible Manager


>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.4% 99.3% 100.0% 100.0% 100.0% 100.0% 99.9%

N/A 82 104 119 159 105 114 168 138 127 139 95 101 1451

N/A 82 104 119 159 105 114 167 137 127 139 95 101 1449

Housing MaintenanceUrgent Repairs Completed on Time

2019-20

Year

2018-19


Comments - Group Manager for Buildings Services

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Movement on

Previous Month

No. Urgent Repairs Completed on Time

% Urgent Repairs Completed on Time

No. Urgent Repairs

9

YTD Performance

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Over the whole year, there were 2 out of 1451 urgent repairs that we did not complete on time. Both were due to technical issues which we have worked to resolve.

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Urgent Repairs Completed on Time

0

25

50

75

100

125

150

175

200

225

250


No. Urgent Repairs

Responsible Manager


>100% 99.6% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.7% 100.0% 100.0% 100.0% 99.7% 99.9%

>100% 99.4% 99.1% 99.1% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.3% 99.8%

N/A 354 348 346 412 282 442 402 400 360 417 343 300 4406

N/A 352 345 343 412 282 442 402 400 360 417 343 298 4396

Housing MaintenanceRoutine Repairs Completed on Time

No. Routine Repairs Completed on Time

% Routine Repairs Completed on Time

2018-19

10

Movement on

Previous Month

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YTD

Performance

2019-20No. Routine Repairs


Year


Over the whole year, we were unable to complete 0.2% of routine repairs within target, which were mainly due to technical errors. As we have moved more towards mobile working, there have been some teething problems, which are improving greatly.

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Routine Repairs Completed on Time

0

100

200

300

400

500

600


No. Routine Repairs

Responsible Manager


<10% 7.6% 5.6% 6.9% 7.0% 7.3% 6.9% 6.0% 11.3% 10.2% 11.3% 10.3% 10.0% 8.3%

<10% 10.1% 9.9% 5.9% 9.3% 7.6% 5.9% 6.8% 6.4% 8.9% 7.6% 9.0% 8.1% 7.9%

<20% 13.0% 10.9% 15.7% 16.8% 14.8% 14.0% 16.3% 17.8% 16.7% 17.9% 15.7% 18.6% 15.6%

<20% 12.3% 15.3% 17.1% 19.0% 20.3% 15.3% 21.9% 19.7% 19.5% 16.7% 14.8% 17.5% 17.5%

>70% 79.4% 83.5% 77.5% 76.3% 78.0% 79.1% 77.7% 70.9% 73.1% 70.8% 74.0% 71.5% 76.1%

>70% 77.6% 74.9% 77.0% 71.6% 72.1% 78.8% 71.3% 73.9% 71.6% 75.7% 76.1% 74.4% 74.6%

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Movement on

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Housing Maintenance

2018-19

2018-19

Responsive Repairs Ratios

2019-20

2019-20



% Routine Repairs Undertaken

2019-20

% Emergency Repairs Undertaken

% Urgent Repairs Undertaken

2018-19

YTD Performance

J

J

J

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We were able to achieve our target again this year, due to continued work on accurate diagnosis and efficient planned maintenance.

% Emergency Repairs Undertaken

8%

% Urgent Repairs Undertaken

17%


75%

Responsive Repairs Ratios YTD

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%



% Emergency Repairs Undertaken % Urgent Repairs Undertaken


Responsible Manager

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTDYTD

Performance

14 14 14 19 8 16 19 13 1 24 1 13 156

£1,221 £750 £1,032 £2,119 £455 £2,332 £2,182 £1,108 £3,839 £4,301 £353 £408 £20,099

11 12 4 3 6 10 6 6 2 4 6 7 77

£38,695 £44,515 £13,849 £12,190 £20,275 £38,053 £20,540 £25,410 £5,056 £14,625 £25,026 £28,245 £286,479

3 0 1 2 2 4 1 1 2 5 6 0 27

£19,130 £0 £5,268 £10,327 £59,000 £14,616 £4,115 £7,403 £5,056 £90,838 £29,254 £0 £245,006

Housing Maintenance

N/A

N/AValue of HRA Adaptations >£1000

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No. HRA Aids and Adaptations <£1000

Value of HRA Aids and Adaptations <£1000

No. Private Sector DFGs

Value of Private Sector DFGs

N/A

N/A

N/A

Target

N/A


Aids and Adaptations

No. HRA Adaptations >£1000

£0

£10,000

£20,000

£30,000

£40,000

£50,000

£60,000

£70,000

£80,000


Value of Private Sector DFGs

£0

£10,000

£20,000

£30,000

£40,000

£50,000


Value of HRA Adaptations >£1000

Upper Quartile >98% >89.2% >96% >95.2% >95.3%

Second Quartile >95.1% >92.3% >91.3% >91.8% >90.3%

Third Quartile <95.1% <92.3% <91.3% <91.8% <90.3%

Responsible Manager Lower Quartile <85% <97.7% <84.2% <87.5% <83.5%

99.6% 98.6% 99.7% 99.7% 99.7%


>100% 98.8% 97.2% 98.7% 98.5% 96.4% 99.1% 97.1% 97.8% 99.6% 100.0% 99.4% 99.8% 98.6%

>100% 100.0% 100.0% 99.0% 99.5% 100.0% 99.7% 100.0% 99.5% 99.4% 99.7% 100.0% 98.9% 99.6%

N/A 503 497 506 583 427 604 622 583 506 632 496 452 6411

N/A 503 497 501 580 427 602 622 580 503 630 496 447 6388

MDDC

Q3 19-20Q1 19-20 Q2 19-20Q3 18-19 Q4 18-19

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Housing Maintenance


2019-20No. Repairs Capable of First Time Completion

No. Repairs Completed First Time

Year

2018-19

% Repairs Completed at First Visit

Repair Completions

Over the whole year, we were able to complete 99.6% of repairs at first visit. Based on benchmarking toolkits available, it is suggested that local authorities completing more than 90% of repairs at first visit, although achieving great customer service, may actually be delivering bad value for money. We would recommend that for next year, we change our working method and aim for between 85-95% right first time.

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Repairs Completed First Time

0

200

400

600

800

1000


No. Repairs Completed First Time

Upper Quartile >98.7% >98.6% >99.3% >99.1% >99%

Second Quartile >96.2% >98.2% >97.3% >97.1% >96.9%

Third Quartile <96.2% <98.2% <97.3% <97.1% <96.9%

Responsible Manager Lower Quartile <91.9% <96.5% <94% <92.4% <91.9%

99.9% 99.9% 100% 100% 100%


>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.8% 99.8% 99.7% 99.4% 100.0% 99.9%

N/A 464 490 505 586 427 604 622 590 506 606 467 449 6316

N/A 464 490 505 586 427 604 622 589 505 604 464 449 6309

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% Appointments Kept

No. Appointments Made

Year

2018-19

No. Appointments Kept

2019-20

Housing Maintenance

YTD PerformanceMovement on

Previous Month

J

Repairs Appointments


Q3 18-19 Q4 18-19 Q1 19-20 Q2 19-20 Q3 19-20

MDDC

Over the whole year, out of 6316 appointments made we failed to meet 7. We continue to work with our operatives, administrators and technology providers to reduce any missed appointments.

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Appointments Kept

0

100

200

300

400

500

600

700

800

900

1000


No. Appointments Kept

Responsible Manager

Year Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD

2018-19 <30% -15.4% 10.7% 21.2% 22.9% 21.6% 21.5% 21.9% 33.8% 34.8% 30.2% 33.5% 15.7% 26.4%

<30% 40.3% 21.5% 8.1% 20.2% 29.8% 31.8% 35.6% 26.6% 28.1% 31.2% 30.6% 38.4% 26.0%

N/A £60,834 £90,279 £99,514 £77,151 £126,964 £181,073 £143,038 £123,566 £87,497 £152,322 £123,679 £309,508 £1,575,425

N/A £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880 £1,383,880

2018-19 >70% 115.4% 89.3% 78.8% 77.1% 78.4% 78.5% 78.1% 66.2% 65.2% 69.8% 66.5% 84.3% 73.6%

>70% 59.7% 78.5% 91.9% 79.8% 70.2% 68.2% 64.4% 73.4% 71.9% 68.8% 69.4% 61.6% 74.0%

N/A £89,970 £330,512 £1,131,660 £305,265 £299,731 £388,571 £258,539 £340,142 £223,508 £335,310 £280,870 £496,400 £4,480,478

N/A £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870 £4,269,870

NOTE: The effect of accounting adjustments distort the figures for the first few months of each financial year.

Housing Maintenance Ho

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Responsive Repairs/Planned

YTD Performance

% Spent on Responsive Repairs

J


Planned Maintenance Spend

% Spent on Planned Maintenance


15

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Responsive Repairs Spend

J

J

2019-20

Annual Responsive Budget

2019-20

Annual Planned Budget

The split between Responsive and Planned works has been maintained throughout the year by proactively directing the budgets t owards our statutory obligations whilst still maintaining value for money.

-£1,000,000

£0

£1,000,000

£2,000,000

£3,000,000



Responsive Repairs Spend Planned Maintenance Spend

26.0%

74.0%

Responsible Manager


>100% 99.8% 99.9% 99.7% 99.8% 99.9% 99.9% 99.9% 99.9% 99.9% 99.9% 100.0% 100.0% 100.0%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 2995 2999 2995 2994 2989 2984 3010 3007 3008 3007 3004 3001 3001

N/A 2913 2917 2913 2909 2902 2899 2925 2923 2921 2919 2918 2916 2916

N/A 0 0 0 0 0 0 0 0 0 0 0 0 0

N/A 82 82 82 85 87 85 85 84 87 88 86 85 852019-20

No. Non-decent Properties With Access


2019-20

% Properties that are Decent

Year

16

J

2019-20

Ho

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No. Non-decent Without Access

2018-19

Decent Homes


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YTD

Performance

No. Decent Properties

No. Properties

Movement on

Previous Month

Decent Homes are at 100%, we have been able to maintain this throughout the year by targeting those properties that were due to become non-decent with the correct maintenance programme.

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%


% Properties that are decent

Upper Quartile <100% <100% <100% <100% <100%

Second Quartile <100% <100% <100% <100% <100%

Third Quartile <99.9% <99.9% <99.9% <99.9% <99%

Responsible Manager Lower Quartile <99.9% <99.9% <99.9% <99.6% <100%

Group Manager for Building Services MDDC 286 294 245 164 7


>100% 99.6% 99.7% 99.7% 99.9% 99.9% 99.9% 99.8% 99.9% 100.0% 99.9% 100.0% 100.0% 100.0%

>100% 99.7% 99.8% 99.9% 99.9% 99.9% 100.0% 99.9% 99.8% 99.7% 99.7% 99.7% 99.8% 99.8%

N/A 2225 2228 2229 2226 2225 2227 2246 2245 2247 2243 2244 2244 2244

N/A 2220 2224 2227 2224 2224 2227 2245 2242 2242 2238 2238 2240 2240No. Dwellings With a Valid Gas Certificate

Year

Q4 14-15 Q4 15-16 Q4 16-17

2019-20

Q4 18-19

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Gas Servicing

Movement on

Previous Month

YTD

Performance

J

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Providing Quality Housing

2018-19

Comments - Group Manager for Building Services

% Dwellings with a Valid Gas Certificate

No. Dwellings Requiring a Valid Gas Certificate

Q4 17-18

99.8%. An excellent record of compliance throughout the year. As at the end of March we have 4 non-compliant properties but all are due to shielding or self isolating tenants.

95.0%

96.0%

97.0%

98.0%

99.0%

100.0%


% Dwellings with a Valid Gas Certificate

Upper Quartile <17.96 <19 <19.55 <20.37 <20.6

Second Quartile <27.32 <21.38 <28.11 <27.5 <27.78

Third Quartile >27.32 >21.38 >28.11 >27.5 >27.78

Responsible Manager Lower Quartile >37.28 >27.26 >39.23 >37.82 >40.13

Group Manager for Housing Services/Group Manager for Building Services MDDC 13.00 14.63 13.00 13.30 14.30


<14 17 15 17 14 16 15 11 12 13 15 15 13 15

<14 14 15 13 11 18 13 14 16 14 18 16 16 15

N/A 2.14 2.47 2.00 2.00 2.00 1.80 2.00 1.80 2.00 2.00 2.00 2.78 2.11

N/A 11.86 12.47 11.00 8.83 15.75 11.50 12.00 14.10 12.29 16.20 14.00 12.89 12.71

N/A 7 15 7 6 8 10 9 10 7 5 7 9 100

18

Movement on

Previous Month


Providing Quality HousingRe-let Times Excluding Major Voids

Average Days to Re-let Local Authority Housing

2018-19

Q3 19-20Q2 19-20Q1 19-20Q3 18-19 Q4 18-19H

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No. Void Properties Re-let

2019-20

Time with the Neighbourhood Team

Time with Repairs

L

YTD Performance

2019-20

L


Year

Although outside target, performance remained in the top quartile last year. The fact that the result was the same during the previous year suggests that the target is a challenging one which may not be achievable.

0

5

10

15

20

25

30


Average Days to Re-let Local Authority Housing

0

5

10

15

20

25

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No. Void Properties Re-let

We have missed the combined target by only 1 day throughout the year.

Major Voids

Responsible Manager



N/A 6 8 6 6 2 3 6 1 5 7 6 5 61

N/A 6 3 0 5 2 5 3 4 7 6 3 3 47

N/A 247 106 0 137 73 186 134 160 296 247 154 185 1925

N/A 9 2 6 7 7 5 7 7 8 6 8 4

N/A 52 54 49 60 30 36 35 34 53 42 43 45 45

<40 41 35 0 27 37 37 45 40 42 41 51 62 41

N/A £18,978 £9,939 £0 £10,373 £10,432 £18,745 £9,189 £13,305 £20,738 £13,730 £5,002 £12,451 £142,882

N/A £50,732 £22,550 £0 £42,345 £12,343 £14,942 £24,820 £13,305 £47,416 £38,777 £20,050 £36,911 £324,191

N/A £9,016 £8,457 £7,919 £8,154 £9,287 £8,766 £8,522 £10,106 £7,343 £6,889 £7,481 £9,297 £8,207

N/A £8,455 £7,517 £0 £8,469 £6,172 £2,988 £8,273 £3,326 £6,774 £6,463 £6,683 £12,304 £6,898


No. Days with Repairs

Average Repair Days per Void

Total Cost of Repairs

No. Major Voids

2019-20

Average Cost of Repairs

Outstanding Major Voids

2018-19

2018-19

2019-20

2019-20

2018-19


Year

2019-20

Deferred Maintenance Costs 2019-20

19

Movement on

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YTD

Performance

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We have narrowly missed out on the yearly target by 1 day but this has been due to the fact that we have had such a difficult month during March, where the temporary suspension of works and the difficulty in obtaining required materials has seen a large increase in repair days.

0

2

4

6

8

10


No. Major Voids

0

20

40

60

80

100


Average Repair Days per Major Void

Upper Quartile >0.69% >0.65% >0.64% >0.69% >0.69%

Dwelling Rent Loss Due to Voids Second Quartile >0.88% >1.3% >0.92% >0.95% >0.99%

Third Quartile <0.88% <1.3% <0.92% <0.95% <0.99%

Responsible Manager Lower Quartile <1.32% <1.55% <1.41% <1.46% <1.45%

Group Manager for Building Services 0.5% 0.5% 0.48% 0.53% 0.57%

Year Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2018-19 0.71% 0.67% 0.70% 0.65% 0.57% 0.55% 0.52% 0.50% 0.50% 0.51% 0.50% 0.50%

0.50% 0.50% 0.48% 0.48% 0.52% 0.53% 0.55% 0.56% 0.57% 0.56% 0.56% 0.56%

£1,011,625 £2,025,960 £3,035,704 £4,303,150 £5,055,407 £6,064,789 £7,329,993 £8,093,788 £9,107,715 £10,123,927 £11,140,063 £12,155,544

£5,103 £10,218 £14,562 £20,799 £26,388 £32,130 £40,239 £45,557 £51,661 £56,676 £61,861 £68,226

Rent Due to Date

Rent Loss Due to Voids

MDDC

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2019-20

Q1 19-20 Q2 19-20 Q3 19-20


% Rent Loss Due to Void

Q3 18-19 Q4 18-19

£0

£10,000

£20,000

£30,000

£40,000

£50,000

£60,000

£70,000

£80,000


Rent Loss Due to Void

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%


Rent Loss Due to Void

Upper Quartile >105.25 >95.5 >110.25 >114.5

Second Quartile >247.5 >263 >271.5 >278.5

Third Quartile <247.5 <263 <271.5 <278.5

Responsible Manager Lower Quartile <609 <655 <658.25 <722

Group Manager for Housing Services MDDC 131 54 82 136


N/A 2 1 16 19 15 6 6 3 3 5 6 3 85

N/A 55 55 60 65 78 84 68 62 59 55 56 50 50

N/A 1 1 11 14 2 0 22 9 6 9 5 9 89

>92% 100.0% 100.0% 100.0% 100.0% 100.0% 0.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 1 1 11 14 2 0 22 9 6 9 5 9 89

No. Live ASB Incidents

No. Closed Incident

% Closed Anti-social Behaviour Incidents Resolved


No. Closed Resolved ASB Incidents

21

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Anti-social Behaviour Incidents

Movement on

Previous Month

Q4 16-17

YTD Performance

Q4 17-18Q4 14-15 Q4 15-16

J

No. New ASB Instances in period

The results show that Officers are closing cases in a timely way. It should be noted that the Estates team which manages ASB, is now carrying a vacancy and that during the pandemic, the number of complaints seems to be rising.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Closed Anti-social Behaviour Cases Resolved

0

5

10

15

20

25

30


No. New ASB Instances in period

Upper Quartile >90.7% >92.1% >92.7% >91.8%

Second Quartile >80% >82.2% >84.8% >82.9%

Third Quartile <80% <82.2% <84.8% <82.9%

Responsible Manager Lower Quartile <70.2% <71.1% <70.9% <69.1%

Group Manager for Housing Services MDDC 78.6% 54.6% 86.6% 50%


>90% 0.0% 50.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 2.0%

>90% 0.0% 0.0% 0.0% 25.0% 0.0% 0.0% 14.3% 25.0% 0.0% 20.0% 0.0% 0.0% 10.2%

N/A 0 1 1 4 1 0 7 4 4 5 4 8 39

N/A 0 0 0 1 0 0 1 1 0 1 0 0 4

>95% 0.0% 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%

>95% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0% 100.0% 0.0% 100.0% 0.0% 0.0% 75.0%

N/A 0 0 0 1 0 0 1 1 0 1 0 0 4

N/A 0 0 0 0 0 0 1 1 0 1 0 0 3


% Responses to Anti-social Behaviour Satisfaction

Survey

% Respondents Satisfied with Action Taken

No. Anti-social Behaviour Surveys Returned

No. Anti-social Behaviour Surveys Sent Out

No. Anti-social Behaviour Survey's Returned

2018-19

2018-19

2019-20

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YTD Performance

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Year

2019-20

Anti-social Behaviour Satisfaction

No. Respondents Satisfied with Way the Complaint was

Dealt With

Q4 15-16

Movement on

Previous Month

Q4 14-15

Q4 17-18

L

Q4 16-17

It is always difficult to collect this data and we continue to try to identify ways in which we can improve the outcome and collect more feedback via this survey.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Respondents Satisfied with Action Taken 2019-20

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Responses to Anti-social Behaviour Satisfaction Survey 2019-20

Upper Quartile <100.23%

Dwelling Rent Collected as a % of Dwelling Rent Owed Second Quartile <99.51%

Third Quartile >99.51%

Responsible Manager Lower Quartile >99.24%

Group Manager for Housing Services MDDC 100.229%

Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

>100% 95.34% 96.76% 97.09% 97.68% 99.26% 99.59% 99.40% 98.61% 100.24% 99.90% 99.91% 100.18%

>100% 91.58% 99.90% 98.35% 100.93% 99.30% 98.50% 100.26% 98.37% 98.90% 99.03% 98.97% 99.54%

N/A £1,006,522 £2,015,742 £3,021,142 £4,282,351 £5,029,020 £6,032,658 £7,289,754 £8,048,230 £9,056,054 £10,067,251 £11,078,202 £12,087,318

N/A £921,788 £2,013,735 £2,971,213 £4,321,976 £4,993,592 £5,942,214 £7,308,952 £7,917,072 £8,956,317 £9,969,672 £10,964,460 £12,031,808

Income Collection

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Rent Due to Date

% Rent Collected

Total Rent Collected

Q4 18-19

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Movement on Previous

MonthYTD Performance

K

Performance was just outside target last year but remained in the top quartile. A very pleasing result given the impact of welfare reform throughout the year and the pandemic during the last month of the year.

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

101.00%

102.00%

103.00%

104.00%

105.00%


% Rent Collected as a Portion of Rent Due

Upper Quartile <2.11% <1.07% <2.24% <2.36% <2.26%

Current Dwelling Rent Arrears % of Annual Rent Debit Second Quartile <2.76% <1.48% <3.08% <3.12% <3.12%

Third Quartile >2.76% >1.48% >3.08% >3.12% >3.12%

Responsible Manager Lower Quartile >3.4% >2.43% >3.87% >4.05% >4.02%

Group Manager for Housing Services MDDC 1.07% 0.79% 1.11% 1.17% 1.12%


<1% 1.13% 1.17% 1.29% 1.34% 1.32% 1.31% 1.33% 1.51% 1.07% 1.31% 1.43% 0.79%

<1% 1.10% 0.87% 1.11% 1.09% 0.91% 1.17% 1.14% 1.29% 1.12% 1.15% 1.24% 0.97%

N/A £12,078,266 £12,094,453 £12,084,568 £12,091,345 £12,069,647 £12,065,317 £12,065,799 £12,072,346 £12,074,738 £12,080,701 £12,085,311 £12,087,318

N/A £132,709 £105,546 £133,864 £131,280 £109,758 £141,231 £137,935 £155,761 £135,235 £139,113 £149,861 £116,706

Annual Rent Debit

% Current Arrears

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Current Rent

Arrears

Income CollectionQ1 19-20

24

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YTD Performance

Q2 19-20Q3 18-19 Q4 18-19

Movement on

Previous Month

Q3 19-20

A very pleasing result given the prevailing circumstances at the end of the financial year. Performance compares well with that of other social landlords

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%


% Current Tenant Rent Arrears as a Portion of Annual Rent Debit

Upper Quartile <0.81% <0.71% <0.83% <0.82% <0.84%

Former Dwelling Rent Arrears % of Annual Rent Debit Second Quartile <1.2% <0.94% <1.34% <1.37% <1.43%

Third Quartile >1.2% >0.94% >1.34% >1.37% >1.43%




<0.5% 0.57% 0.61% 0.61% 0.62% 0.65% 0.67% 0.66% 0.70% 0.68% 0.66% 0.66% 0.71%

<0.5% 0.76% 0.75% 0.75% 0.72% 0.75% 0.69% 0.78% 0.82% 0.77% 0.78% 0.81% 0.80%

N/A £12,078,266 £12,094,453 £12,084,568 £12,091,345 £12,069,647 £12,065,317 £12,065,799 £12,072,346 £12,074,738 £12,080,701 £12,085,311 £12,087,318

N/A £91,857 £90,609 £91,127 £86,662 £91,070 £82,969 £94,317 £98,816 £93,375 £94,024 £97,578 £96,215

Q3 18-19 Q4 18-19


Annual Rent Debit

Former Rent Arrears

% Former Arrears

Income CollectionQ3 19-20Q1 19-20

25

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Although outside target, performance remained in the top quartile last year. Priority was given to chasing current arrears of rent and in the current circumstances, this strategy will continue.

0.00%

0.25%

0.50%

0.75%

1.00%


% Former Tenant Rents Arrears as a Portion of Annual Rent Debit

Upper Quartile <0.22% <0.23% <0.2% <0.25% <2.13%

Dwelling Rent Written Off as a % of Annual Rent Roll Second Quartile <0.41% <0.41% <0.39% <0.41% <3.07%

Third Quartile >0.41% >0.41% >0.39% >0.41% >3.07%




<0.36% 0.00% 0.00% 0.01% 0.01% 0.03% 0.06% 0.07% 0.07% 0.12% 0.12% 0.18% 0.18%

<0.36% 0.00% 0.00% 0.02% 0.02% 0.02% 0.10% 0.05% 0.05% 0.14% 0.14% 0.14% 0.20%

N/A £12,139,505 £12,155,759 £12,142,815 £12,150,071 £12,132,977 £12,129,577 £12,132,401 £12,140,682 £12,143,620 £12,148,712 £12,152,796 £12,155,544

N/A £0 £0 £2,584 £2,584 £2,584 £11,702 £5,481 £5,481 £17,200 £17,200 £17,200 £24,180

Income CollectionQ4 18-19Q4 16-17 Q4 17-18Q4 14-15 Q4 15-16


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Annual Rent Roll

Rent Written Off

% Written Off

26

Movement on


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• This shows that Officers have been referring cases for write off as and when necessary in line with policy and procedure.

0.00%

0.50%

1.00%

1.50%


% of Dwelling Rent Written Off as a % of Annual Rent Roll

Tenants Paying by Direct Debit

Responsible Manager



N/A 2,983 2,993 2,987 2,977 2,977 2,966 2,984 2,984 2,984 2,984 2,981 2,978

>40% 42.70% 42.40% 42.00% 42.10% 42.00% 42.20% 41.70% 41.60% 41.70% 40.90% 41.00% 40.60%

>40% 40.40% 40.00% 40.00% 40.00% 39.70% 39.80% 39.50% 39.30% 39.20% 39.10% 39.30% 38.10%

N/A 2,176 2,191 2,187 2,175 2,192 2,191 2,228 2,236 2,234 2,239 2,247 2,239

N/A 879 877 874 870 871 871 879 878 875 875 882 852

N/A 852 859 855 856 854 855 847 850 852 846 842 837

60% 68.10% 68.30% 68.10% 68.30% 68.60% 68.60% 69.40% 70.00% 70.20% 70.10% 71.10% 70.90%

>60% 69.40% 71.90% 73.10% 73.80% 74.40% 73.70% 74.10% 74.10% 69.40% 74.60% 74.50% 74.30%

N/A 852 858 855 848 847 855 847 850 852 837 842 837

N/A 591 617 625 626 630 630 628 630 591 624 627 622

Income Collection

% Garage Tenants Paying by Direct Debit

No. Rent Paying Garage Tenants

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No. Rent Paying Dwelling Tenants

No. Garage Tenants Paying Rent by Direct Debit

Total No. Dwelling Tenants

Total No. Garage Tenants

No. Dwelling Tenants Paying Rent by Direct Debit

% Dwelling Tenants Paying by Direct Debit

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Officers continue to promote Direct Debit as a method of payment. In an era when social distancing has assumed great importance, we see this automated method of payment as a good option for our tenants

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%


% Dwelling Tenants Who Pay Rent Paying by Direct Debit

Right to Buy

Responsible Manager



N/A 2 2 5 3 5 2 4 0 2 2 8 6 41

N/A 4 2 0 4 4 2 2 3 2 4 1 1 29

N/A 5 4 2 2 2 4 2 2 4 1 3 1 32

N/A 0 0 0 0 0 0 0 0 0 0 1 0 1

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 5 4 2 2 2 4 2 2 4 1 4 1 33

N/A 0 0 0 0 0 0 0 0 0 0 0 0 0

>100% 100.0% 100.0% 50.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 98.1%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 0.0% 100.0% 100.0% 100.0%

N/A 9 8 1 2 2 1 2 4 4 0 4 2 39

N/A 0 0 0 0 0 0 0 0 0 0 0 0 0

N/A 0 1 1 3 2 3 1 1 0 0 0 1 13

N/A 1 2 5 1 2 10 0 2 0 1 2 3 29


No. Sales

% Landlord Offers Processed on Time

2019-20

2018-19

2019-20

No. Right To Buys Late

2019-20

No. Landlord Offers

No. Landlord Offers Late

Right to Buy

No. Applications

2018-19

No. Right To Buys Processed

Year

No. Right To Buys Granted

No. Right To Buys Denied

% Right To Buys Processed on Time

28

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YTD Performance

Movement on

Previous Month

J

J

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2018-19

2019-20

All targets were met which is pleasing. It is interesting to note that the number of applications was lower than that received the previous year.

Responsible Manager

Housing Options Manager

Target Quarter 1 Quarter 2 Quarter 3 Quarter 4 YTD

>80 18 11 8 50 87

>80 22 46 17 85

N/A 18 29 7 54

N/A 4 17 10 31

>80 22 46 17 85

N/A 11 18 0 29

N/A 11 28 17 56

No. Affordable Homes Provided

No. Affordable Homes for Urban Areas 2019-20

No. Affordable Homes for Rural Areas

J2018-19

Housing Enabling

29

Comments - Housing Options Manager

J

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No. Affordable Homes for Shared Ownership

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Affordable Housing (Quarterly)

YTD Performance

2019-20No. Affordable Homes for Rent

Movement on Previous

QuarterYear

No. Affordable Homes Provided

Quarter 4 data not yet available.

Homes for Rent 69%

Homes for Shared Ownership 31%

Ratio of Rent/Shared Ownership Affordable Homes No. Affordable Homes for

Urban Areas34%

No. Affordable Homes for Rural

Areas66%

Ratio of Urban/Rural Affordable Homes

housing service performance report - 2019-20 · 2 days ago · 5 compliments 6 new tenant...

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