tmo performance performance digest - whatdotheyknow

TMO Performance

Performance Digest

Performance Digest1 Summary this Month

2 Rent Collection

3 Service Charge Collection

4 Responsive Repairs

5 Repair Satisfaction

6 Gas Servicing

7 Empty Homes

8 For Info

b

March 2014

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

Position Out of

Angell Town 99.0% 9 9 103.3% 97.9% 98.4% 100.1% 99.2% 99.2% 98.7% 98.9% 99.5% 99.3% 99.2% 99.4%

Blenheim Gardens 5 9 103.3% 101.2% 99.9% 100.2% 99.7% 99.3% 100.0% 99.6% 99.5% 99.7% 100.0% 100.0%

CETRA 3 9 102.2% 100.6% 101.1% 100.6% 101.2% 100.2% 100.2% 99.7% 99.5% 99.7% 99.7% 100.1%

Cottington Close 4 9 100.5% 97.5% 98.6% 100.0% 98.5% 98.6% 98.8% 98.7% 98.9% 100.1% 100.2% 100.0%

Cowley 6 9 98.4% 98.6% 98.6% 99.1% 98.5% 98.5% 99.4% 99.5% 99.5% 99.6% 99.5% 99.9%

Holland Rise Not TMO Not TMO 97.3% 92.2% 94.7% 94.7% 96.4% 98.2% 98.5% 98.8% 98.6% 97.8% 98.9% 100.1%

Loughborough 8 9 100.3% 95.7% 96.5% 98.0% 97.4% 97.6% 98.0% 98.0% 98.3% 98.2% 98.9% 99.8%

PACCA 6 9 102.6% 98.7% 99.1% 99.3% 98.7% 98.5% 99.1% 99.2% 99.1% 99.3% 99.6% 99.9%

Roupell Park 2 9 101.3% 99.8% 100.1% 100.2% 99.2% 99.6% 99.6% 99.2% 99.4% 99.2% 99.5% 100.2%

Waltham Estate 1 9 101.9% 98.5% 98.6% 98.9% 97.7% 97.9% 98.0% 98.5% 99.2% 99.1% 100.3% 101.1%

Wellington Mills Co-op N/A

Lambeth Living 1 100.6% 98.2% 98.8% 99.4% 98.9% 98.8% 99.4% 99.3% 99.4% 99.4% 99.5% 100.4%


Position Out of

Angell Town 93.0% 8 9 96.6% 93.9% 92.4% 93.7% 93.1% 93.1% 92.7% 92.8% 93.2% 93.0% 92.9% 92.8%

Blenheim Gardens 3 9 Note 1 99.3% 98.2% 98.5% 98.1% 97.8% 98.2% 97.9% 97.8% 97.9% 98.1% 98.0%

CETRA 2 9 Note 1 99.0% 99.3% 98.7% 99.2% 98.4% 98.3% 97.9% 97.8% 97.9% 97.9% 98.2%

Cottington Close 7 9 94.2% 93.7% 92.4% 93.5% 92.2% 92.3% 92.4% 92.4% 92.6% 93.4% 93.4% 93.1%

Cowley 1 9 97.2% 97.5% 97.5% 98.0% 97.6% 97.6% 98.3% 98.3% 98.3% 98.5% 98.3% 98.5%

Holland Rise Not TMO Not TMO 93.0% 88.6% 90.8% 90.8% 92.3% 94.1% 94.2% 94.5% 94.1% 93.8% 94.1% 94.5%

Loughborough 6 9 94.4% 90.3% 91.1% 92.4% 92.0% 92.2% 92.7% 92.7% 92.8% 92.9% 93.3% 93.6%

PACCA 9 9 93.5% 90.1% 90.4% 90.5% 90.0% 89.9% 90.3% 90.4% 90.3% 90.5% 90.7% 90.6%

Roupell Park 4 9 97.1% 95.8% 96.0% 95.9% 95.1% 95.4% 95.3% 95.0% 95.0% 95.1% 95.3% 95.6%

Waltham Estate 5 9 95.5% 92.5% 92.9% 92.9% 91.9% 92.1% 92.1% 92.7% 93.1% 93.0% 94.0% 94.3%

Wellington Mills Co-op N/A

Lambeth Living 3 96.8% 94.6% 95.1% 95.6% 95.2% 95.1% 95.6% 95.6% 95.5% 95.6% 94.6% 96.0%

TMO

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TMO

Rank

Rank

TARGET

Calculation Work In Progress

We have been engaging in additional work. We are waiting for a number of court dates.

The TMO is hitting one target and is very close to hitting the other target. Both figures have hovered around the target for the course of the year but with some extra work we should be able to hit the

target.

The TMO is hitting both targets.


Performance notes - Rent Collection

Note 1 - Data inaccurate for first two months because out-turns exceeded 100%.


TARGET

Direction of

Travel

Calculation Work In Progress

Direction of

Travel

bSummary March 2013/14

1. Rent Collected In Year

2. BV66a (Percentage of rents and arrears collected)

Angell Town

Blenheim Gardens

TMOs outperforming LL


Cottington Close

CETRA

Cowley


Client

TMO

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TMO

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Client

By year end, there was an improvement to Cowley RMO's in-year performance which had increased by 0.4% from the previous month (99.5%). As a result, by year end, Cowley RMO had exceeded its

Holland Rise

Loughborough

This service is managed by Lambeth Living.

LL comments are....Holland Rise is managed locally by our South Area Income Team. Their performance has been below that of the other 2 Area Income Teams this financial year. As such, we have

taken steps to address this by tightening performance management within that Team and reviewing the effectiveness of the way in which that Team are managing their cases. This has resulted in us:

• Changing the Income Team Manager

• Adding an additional management resource in the short-term with the introduction of a Principal Income Officer

• Increasing the frequency of management monitoring of casework

We would anticipate that all of these measures will help to raise collection performance within that Team and that this will have a knock-on effect on performance at Holland Rise.

We are continuing to implements our Rents improvement plan. We have held surgeries in the offices with the Welfare Reform Team and residents have been made appointments to see them so

that any Discretionary housing benefit payments can be processed. We have also completed two evictions this week, which should take a further £19,000 of the arrears. In addition the another tenant

was evicted in early February who had the highest arrears case on the estate, owing more than £13,000 . All these tenants had numerous stays of eviction prior to being evicted.


PACCA Pacca are working hard to improve the performance in this area.

Compared to the previous month, PACCA TMO's performance on this indicator had fallen by 0.09%. As a result, PACCA TMO's performance had fallen short of the target by 2.39%. To meet their target

Wellington Mills collects into it's own bank account and pays all monies due in full to Lambeth on a quarterly basis.

Roupell Park

Waltham Estate


In year There was no change to the in-year rent collection rate that month. Nevertheless, Roupell Park RMC had ended the year exceeding the target by 0.5%. BV66a There was a 0.03% fall in the

Cowley

There has been steady improvement this year - the TMO is now hitting the overall indicator and only just missing the in year indicator. The Client team is meeting with LEMB on a monthly basis to

monitor the Improvement plan.

Wellington Mills Co-op


Position Out of

Angell Town 98.0% 7 9 No Data 117.0% 126.7% 123.0% 114.3% 106.5% 105.9% 108.1% 108.8% 104.0% 99.4% 94.9%

Blenheim Gardens 8 9 No Data No Data No Data No Data 98.3% 96.9% 97.3% 95.6% 93.1% 96.0% 96.9% 83.9%

CETRA 6 9 No Data 90.4% 121.3% 119.2% 113.4% 109.9% 105.9% 103.5% 102.9% 101.1% 98.6% 97.1%

Cottington Close 3 9 No Data 123.5% 103.0% 102.4% 102.1% 97.8% 95.2% 97.2% 103.7% 101.6% 112.7% 109.6%

Cowley 1 9 No Data 140.1% 133.7% 132.3% 124.4% 119.2% 115.5% 116.6% 117.7% 118.3% 115.9% 115.0%

Holland Rise Not TMO Not TMO No Data 122.8% 103.2% 103.2% 110.8% 104.8% 109.1% 105.8% 107.7% 112.7% 116.3% 116.5%

Loughborough 5 9 No Data No Data No Data No Data 104.9% 106.1% 108.1% 105.5% 104.2% 103.5% 99.8% 97.6%

PACCA Not TMO Not TMO No Data 108.9% 112.1% 107.4% 131.3% 123.1% 123.8% 118.3% 126.6% 123.5% 118.5% 122.1%

Roupell Park 4 9 No Data No Data No Data No Data 84.6% 82.6% 83.0% 81.3% 84.4% 86.8% 102.2% 103.1%

Waltham Estate 9 9 No Data No Data No Data No Data 59.1% 57.9% 72.3% 68.6% 65.2% 64.5% 64.6% 64.8%

Wellington Mills Co-op 2 9 No Data 134.7% 131.5% 133.4% 123.9% 118.0% 127.3% 120.8% 117.4% 116.0% 112.8% 111.7%

Lambeth Living 6 97.7% 99.7% 97.4% 99.6% 99.0% 95.6% 97.1% 96.6% 97.9% 99.9% 100.0% 100.4%

TMO

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The TMO is meeting this target. Please note this service is managed by Lambeth Living.

There are approximately 12 cases that were referred to the solicitors for collection of non payment of service charges and where the solicitors JB Priestley have collected the charges from the

leaseholder and sent them to lambeth council. However the credits have not yet been uploaded onto the individual service charge accounts which still show as owing these charges. The estimated

income from these 12 cases is approximately £20,000. Once these are uploaded the collection rate %. Should increase and Lemb should meet the target.

There have been issues around adjustments applied to the LEMB accounts late in the year, however when

Roupell Park

Waltham Estate

We have provided WERMO with a detailed breakdown on Leaseholder transactions, we would now expect the TMO to start prioritising action. As for BGRMO and RPRMO above the actuals should be

completed within the next few weeks.

The TMO is meeting this target.


Holland Rise

No comments received.


The TMO is meeting this target. Please note this service is managed by Lambeth Living.

TARGET

Performance notes - Service Charge collection

Direction of

travel


Angell Town

Blenheim Gardens BGRMO is very disappointed with the end of year performance which has been in part caused by lambeth taking 8 months to load the service charge adjustments on to SX3. The RMO will tirelessly

work to reach the expected high levels of performance the management committee expect and the employees can provide. The RMO started from a back position since it the calculations were

previously done by URH however, we expect to achieve the necessary levels moving forward.

Whilst the target for CETRA is 98% and the borough target is 97% we would like you to acknowledge that CETRA has the 2nd highest number of TMO leasehold properties and the lowest percentage of

service charge arrears in the borough at 1.7% which is £112. This makes the even more difficult to collect the required 98% as I’m sure you can appreciate.

There have been a number of adjustmnents on the accounts in the last month. This has had a negative affect on the balances, however the outstanding debit is very small, so there is no cause for

The service charges collection rate has reduced considerably due to recent adjustment to leaseholders accounts. Leaseholders in service charge arrears have been sent letters to make payments and

they are encouraged to set up standing orders and direct debits.

The figures have been adversely affected as there have been a number of adjustment to TMO in the last month. This has reduced the collection figure by 4.5% This is beyond the TMOs control.


Rank

CETRA

Cowley

Cottington Close


3. Service Charges Collected

Although there was a 0.9% fall in their service charge collection figures from the previous month, Cowley RMO continues to exceed the target on this indicator, finishing the year exceeding target by

Loughborough

PACCA

There have been problems with bedding down a new system as BGRMO has taken responsibility for collecting Service charges this year. A number of adjustments have had to be made on the accounts

at year end which have had a negative account on the balances. We will work iwth BGRMO and Home Ownership to ensure this process works more effectively in the future.


Position Out of

Angell Town 97.0% 9 10 94.8% 96.9% 97.5% 97.7% 98.1% 97.9% 97.2% 97.9% 97.1% 97.1% 95.0% 94.7%


CETRA 1 10 100.0% 100.0% 100.0% 100.0% 99.1% 99.2% 99.4% 99.5% 99.6% 100.0% 100.0% 100.0%

Cottington Close 1 10 No jobs 100.0% 100.0% 96.8% 100.0% 97.1% 97.2% No info 100.0% 100.0% 100.0% 100.0%

Cowley 1 10 100.0% 100.0% 100.0% 99.5% 99.2% 99.1% 98.9% 98.6% 98.6% 100.0% 100.0% 100.0%

Holland Rise 1 10 100.0% 95.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 85.7% 100.0%

Loughborough 10 10 92.0% 75.4% 77.0% 91.9% 93.6% 93.8% 92.9% 94.0% 94.5% 94.3% 93.7% 93.9%

PACCA 1 10 96.2% 98.6% 97.9% 97.7% 98.1% 97.9% 97.8% 97.8% 97.4% 100.0% 100.0% 100.0%

Roupell Park 8 10 90.4% 97.2% 98.5% 97.4% 99.3% 99.4% 99.3% 93.7% 95.8% 98.4% 98.5% 95.6%

Waltham Estate 1 10 92.9% 84.0% 82.9% 94.2% 95.6% 95.3% 96.7% 99.6% 100.0% 100.0% 100.0% 100.0%

Wellington Mills Co-op 1 10 100.0% 100.0% No jobs No info No info 100.0% 100.0% No info 100.0% 100.0% 100.0% 100.0%

Lambeth Living 7 93.2% 93.5% 93.8% 93.5% 93.9% 94.2% 94.6% 95.7% 95.7% 96.1% 96.4% 96.3%

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For the third consecutive month, Cowley RMO has exceeded their target on this indicator by completing all of its repair jobs within the target time.


For March 2014's Holland Rise and Whitebeam Close TMO had completed all of its repairs raised within the target time helping them to exceed the target by 3%. The low figure for the previous month


For the third consecutive month, PACCA TMO had completed all of its repairs (100%) within the target time, helping them to exceed their target on this indicator by 3%.

No comments received.

There have been chnages to the way that reapirs are recorded - however Angell Town will have to prioritse this area of work.

TARGET

Direction of

travel

Performance notes - Repairs completed on time

Roupell Park



CETRA

Rank


4. Repairs completed on time

Cottington Close

Angell Town

Blenheim Gardens





Cowley

Holland Rise

Waltham Estate

Loughborough

PACCA

LEMB will have to prioritise this area in the new financial year.

Despite implementing the repairs improvement plan that was developed in September completion time performance has not improved significantly. Completion times need to be input manually by

the customer services officers at Lemb as the contractors do not have direct access to the repairs system. Further investigation revealed recently that at least 2 members of the team have been

inputting completion times incorrectly. This has had an adverse affect on the reported performance. Instructions have now been given to all the team on how to correctly input the information

required and so there should be a marked improvement in reported performance in 2014/2015.


Position Out of

Angell Town 95.0% 1 11 100.0% 98.0% 98.2% 100.0% 100.0% 100.0% 100.0% 100.0% 97.6% 100.0% 100.0% 100.0%


CETRA 1 11 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Cottington Close 1 11 No jobs 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Cowley 9 11 100.0% 100.0% 100.0% 99.5% 99.5% 100.0% 100.0% 95.0% 100.0% 100.0% 99.0% 100.0%

Holland Rise 1 11 100.0% 95.5% 100.0% 100.0% 95.8% 100.0% 95.5% 100.0% 95.6% 98.5% 100.0% 100.0%

Loughborough 11 11 90.8% 96.4% 96.3% 96.4% 96.9% 92.2% 95.0% 97.6% 96.2% 98.1% 97.4% 98.1%

PACCA 1 11 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Roupell Park 1 11 No info 97.2% 95.4% 97.4% 100.0% 94.8% 98.2% 94.3% 99.1% 97.8% 100.0% 100.0%

Waltham Estate 1 11 No info 95.5% 96.1% No info 100.0% 100.0% 97.5% 100.0% 100.0% 100.0% 100.0% 100.0%

Wellington Mills Co-op 10 11 No info 100.0% No info No info No info No forms No forms No info 100.0% 100.0% 97.5% 100.0%

Lambeth Living 11 86.7% 86.3% 86.5% 86.3% 86.4% 86.5% 86.6% 86.4% 86.4% 86.0% 86.0% 86.2%

TMO

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The Client team has carried out an audit of repairs satisfaction. Issues identified and communicated to the Estate Director, follow up on 29th January.


Roupell Park

Waltham Estate

All of the tenants who had received a repair that month were satisfied with the quality of the repairs helping the TMO to exceed their target by 5%.

Loughborough

PACCA

The Client team will be carrying out an audit of the Repairs satisfaction returns at the same time as the gas audit.


Wellington Mills Co-op The TMO is meeting this target.

Please note the Client team will be carrying out an audit of the Repairs satisfaction returns in March.


5. Repairs satisfactionDirection of

travel

Performance notes - Repairs satisfaction

The Client team will be carrying out an audit of the Repairs satisfaction on 22/1/14

Rank




CETRA


The Client team has carried out an audit of repairs satisfaction. No issues identified.

Cottington Close

The Client team is currently carrying out an audit of the Repairs satisfaction process at LEMB and will report on this next month.

The Client team will be carrying out an audit of the Repairs satisfaction returns in March.




All tenants who had received a repair that month were satisfied with the quality of the repairs provided by the TMO.

Angell Town

Blenheim Gardens

TARGET


Cowley

Holland Rise The TMO is meeting this target.

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

Position Out of

Angell Town 100.0% 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Blenheim Gardens 1 10 99.4% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

CETRA 1 10 93.6% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Cottington Close 10 10 98.3% 98.3% 100.0% 100.0% 100.0% 98.8% 98.8% 98.3% 96.5% 98.2%

Cowley 1 10 69.0% 99.0% 98.2% 99.3% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Holland Rise 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 93.3% 100.0% 100.0%

Loughborough 1 10 48.2% 98.0% 99.6% 99.5% 98.4% 97.8% 99.0% 98.7% 99.8% 100.0%

PACCA 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Roupell Park 1 10 58.9% 100.0% 100.0% 99.5% 100.0% 100.0% 99.5% 99.0% 99.0% 100.0%

Waltham Estate 1 10 47.5% No info No info 99.4% 99.4% 100.0% 99.4% 96.9% 98.1% 100.0%


Lambeth Living 6 99.4% 98.8% 99.5% 99.9% 99.9% 100.0% 100.0% 100.0% 99.9% 99.7% 99.9% 99.9%

TMO

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TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

The TMO has a communal boiler.


Please note the Client team is now reviewing the compliance sheets on a monthly basis and will be carrying out an audit of Gas completions on 22/1/14

Roupell Park

Angell Town

6. Percentage of Gas servicing completed within 12 months of the previous service

Communal


Performance notes - Gas services

Direction of

travel

Rank

Loughborough

Please note the Client team is now reviewing the compliance sheets on a monthly basis and will be carrying out an audit of Gas completions in March.

The TMO is now meeting this target.

Please note the Client team is now reviewing the compliance sheets on a monthly basis. The audit of completions has been carried out, no issues found.


Holland Rise

Please note the Client team is now reviewing the compliance sheets on a monthly basis and an audit of completions has been carried out. There were some issues identified which have been

communicated to the Estate Director, we are following these up.


Please note the Client team is now reviewing the compliance sheets on a monthly basis. We have recently carried out an audit of the Gas completion service and will be reporting on this next month.

It is apparent that the contractor had not been contacting us until the cert was about to go out of time that they had not gained access. This has been resolved and performance will improve.


The TMO is now prioritising this area of work and has shown that it is taking a pro-active approach to sorting out outstanding CP12s, however the office continues to record outstanding services.

Loughborough are working with legal to speed up the turn around time. The Client team are currently carrying out an audit of the Gas servicing process and will report next month.

We have had a push on our Gas servicing and are now down to two outstanding services. These are both being actively dealt with.

Cottington Close

Cowley

Blenheim Gardens

CETRA

Cowley RMO has continued to exceed the target on this indicator by completing 100% of its gas servicing within 12 months of the previous service. An audit of gas completions carried out, no issues


The TMO will have to work harder to ensure that properties are flagged up before they are due.

The outstanding properties all have appointments agreed.

Please note the Client team is now reviewing the compliance sheets on a monthly basis and will be carrying out an audit of Gas completions on 26th February.


PACCA

Please note the Client team is now reviewing the compliance sheets on a monthly basis.

Waltham Estate



Position Out of

Angell Town 30 days 4 9 28.0 28.0 23.3 23.3 23.3 24.5 24.5 23.8 23.8 23.8 24.5 22.8

Blenheim Gardens 3 9 No lets No lets No lets 25.7 25.7 22.4 23.0 23.0 23.3 24.0 22.4 22.4

CETRA 1 9 7.0 7.0 7.0 7.0 7.0 7.0 7.0 7.0 7.0 7.0 7.0 7.0

Cottington Close 9 9 91.0 66.5 66.5 66.5 66.5 66.5 66.5 49.0 49.0 49.0 45.5 45.5

Cowley 5 9 35.0 35.0 35.0 23.2 26.3 23.8 23.8 24.5 24.5 24.5 24.5 24.5

Holland Rise 2 9 No lets No lets No lets No lets No lets No lets No lets 21.0 21.0 21.0 21.0 21.0

Loughborough 5 9 21.0 21.0 22.4 21.6 21.0 22.1 21.0 21.0 21.0 22.1 22.3 22.9

PACCA 8 9 No lets 42.0 42.0 35.0 37.3 37.3 36.8 36.8 36.8 36.8 30.8 30.8

Roupell Park 7 9 No lets No lets 28.0 28.0 23.3 22.4 19.8 26.0 26.0 24.5 24.5 24.5

Waltham Estate No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets

Wellington Mills Co-op No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets No lets

Lambeth Living 7 38.3 33.6 31.4 25.7 24.7 25.5 25.0 22.0 22.5 25.3 24.0 26.0

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There were no new lets that month so Cowley RMO had ended the year within target by 5.5 days.

The TMO is hitting this target.


There have been four lettings on this estate this year. The issue arose because the first lettings had 27 viewings (there were 67 steps without a lift to the property) leading to a turanaround time of 91

Details as below.




7. Short Cycle Void Turnaround Time


TARGET

Direction of

travel

Rank

Wellington Mills Housing

Roupell Park

Waltham Estate

Loughborough

PACCA


Performance notes - Short Cycle Void turnaround timeAngell Town

There have been no Short cycle lets on the Estate this year.

There have been no Short cycle lets on the Estate this year.

The turnaround time for voids fell outside of the target time by 0.8 days. The reported figure reflects the exclusion of the time properties were held for tenants transferring from Myatts Field North.

As promised we are still liaising with Myatts Fields North Jacqui has already made contact but due to the circumstances of our most recent void relating to a death in the property , the elderly

tenants distraught elderly sister has not been well enough to remove any possessions and return the keys.

I am communicating via a neighbour as the family were under the impression that he owned the property and have refused to leave a contact number.

Most recent communication with the neighbour was on the 17th March.


Cowley

Holland Rise

CETRA

Cottington Close

Blenheim Gardens

Angell Town TMO

Summary this Month

Collecting Income (YTD)

99.0% 99.4% Green

93.00% 92.77% Amber

8

98.0% 94.9% Amber

Repairs and Voids

97.0% 94.7% Amber

95.0% 100.0% Green

100% (99.6%=

Green)

100.0% Green

30.0 22.8 Green

Risk Rating Scoring System

RedThe performance falls short of the threshold for

meeting the target

AmberThe performance is within the threshold for meeting

the target

GreenThe target has been met or exceeded (or within

0.5% for gas compliance)

bMarch-14

Performance IndicatorAnnual

Target

Nov

Profiled

Target

Performance

This Month

RAG

Status This

Month

Average Time to Relet Empty Homes (YTD)

Expect to

meet target

Rent Collection Rate In-year (YTD)

% Rent & Arrears Collected (YTD)

Service Charge Collection: Day-to-day

(YTD)

% All Repairs Completed on Time

% Tenants Satisfied with Repairs

% of gas servicing carried out within 12 months

of the previous service

page 1

Blenheim Gdns RMO

Summary this Month


99.00% 100.0% Green

93.00% 97.97% Green

8

98.0% 83.9% Amber

Repairs and Voids

97.0% 99.1% Green

95.0% 100.0% Green

100% (99.6%=

Green)

100.0% Green

30.0 22.4 Green



meeting the target


the target



bMarch-14


Target

Nov

Profiled

Target

Performance

This Month

RAG

Status This

Month


Expect to

meet target




(YTD)





page 1

Cedars TMC

Summary this Month


99.00% 100.1% Green

93.00% 98.16% Green

8

98.0% 97.1% Amber

Repairs and Voids

97.0% 100.0% Green

95.0% 100.0% Green

100% (99.6%=

Green)

100.0% Green

30.0 7.0 Green



meeting the target


the target



bMarch-14


Target

Nov

Profiled

Target

Performance

This Month

RAG

Status This

Month


Expect to

meet target




(YTD)





page 1

Cottington Close TMC

Summary this Month


99.00% 100.0% Green

93.00% 93.08% Green

98.0% 109.6% Green

Repairs and Voids

97.0% ? Green

#

95.0% ? Green

100% (99.6%=

Green)

98.2% Amber

30.0 45.5 Red



meeting the target


the target



bMarch-14


Target

Nov

Profiled

Target

Performance

This Month

RAG

Status This

Month


Expect to

meet target




(YTD)





page 1

Cowley RMO

Summary this Month


99.00% 99.9% Green

93.00% 98.46% Green

98.0% 115.0% Green

Repairs and Voids

97.0% 100.0% Green

95.0% ? #REF!

100% (99.6%=

Green)

100.0% Green

30.0 24.5 Green



meeting the target


the target



b





Nov

Profiled

Target

March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month


Annual

Target


Performance Indicator


(YTD)


page 1

Holland Rise TMC

Summary this Month


99.00% 100.1% Green Not HRTMO



Repairs and Voids

97.0% 100.0% Green

95.0% 100.0% Green

100% (99.6%=

Green)

100.0% Green

30.0 21.0 Green



meeting the target


the target



b





Nov

Profiled

Target

March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month


Annual

Target




(YTD)


page 1

Loughborough EMB

Summary this Month


99.00% 99.8% Green

93.00% 93.63% Green

98.0% 97.6% Amber

Repairs and Voids

97.0% 93.9% Amber

95.0% 98.1% Green

100% (99.6%=

Green)

100.0% Red

30.0 22.9 Green



meeting the target


the target




Annual

Target




(YTD)


March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month

b





Nov

Profiled

Target

page 1

PACCA TMO

Summary this Month


99.00% 99.9% Green

93.00% 90.61% Amber

98.0% 122.1% Green

Repairs and Voids

97.0% 100.0% Green

95.0% 100.0% Green

100% (99.6%=

Green)

100.0% Green

30.0 30.8 Amber



meeting the target


the target




Annual

Target




(YTD)


March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month

b





Nov

Profiled

Target

page 1

Roupell Park RMC

Summary this Month


99.00% 100.2% Green

93.00% 95.58% Green

98.0% 103.1% Green

Repairs and Voids

97.0% 95.6% Amber

95.0% 100.0% Amber

100% (99.6%=

Green)

100.0% Amber

30.0 24.5 Green



meeting the target


the target



b





Nov

Profiled

Target

March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month


Annual

Target




(YTD)


page 1

Waltham RMO

Summary this Month


99.00% 101.1% Green

93.00% 94.27% Green

98.0% 64.8% Red

Repairs and Voids

97.0% 100.0% Amber

95.0% 100.0% Green

100% (99.6%=

Green)

100.0% Green

30.0No new

voids let

No new

voids let

No new

voids let



meeting the target


the target



b





Nov

Profiled

Target

March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month


Annual

Target




(YTD)


page 1

Wellington Mills TMO

Summary this Month


99.00% In ProgressIn

ProgressIn Progress

93.00% In ProgressIn

ProgressIn Progress

98.0% 111.7% Green

Repairs and Voids

97.0% 100.0% Green

95.0% 100.0% Green

100% (99.6%=

Green)

Communal Communal Communal

30.0 No new lets No new lets No new lets



meeting the target


the target




Annual

Target




(YTD)


March-14

Expect to

meet target

Performance

This Month

RAG

Status This

Month

b





Nov

Profiled

Target

page 1

TMO Performance Digest TMO Performance Digest

Links In01-Sep-13 Week 13

Rent Collection SC Repairs Gas ServicingEmpty Homes Garages

page 11



page 11




This Month % Rent &

Arrears

Collected

(BV66a)

Rent

Collection

Rate (in-

year)

All Rent

Written Off

% in receipt

of HB

Ave Arrears

per Tenant in

Arrears

Service Charge

Collection

Rate: Day-to-

day

% Repairs

Completed

on Time

(ALL)

% Repairs

Satisfaction

% Repairs

Completed

on Time

(RTR)

% of

emergency

repairs

completed

within target

time (24

hours)

Number

emergency

repairs

completed

within target

time (24

hours)

% of urgent

repairs

completed

within target

time (3 days

and 7 days)

Number

urgent

repairs

completed

within target

time (3 days

and 7 days)

% of routine

repairs

completed

within target

time (28 days

and 90 days)

Number

routine

repairs

completed

within target

time (28 days

and 90 days)

% satisfied

with out of

hours repairs

service

Gas Service

Completions

Empty

Homes

Turnaround

Time (BV212)

Turnaround

Time (scv)

non sheltered

Turnaround

Time (scv)

sheltered

Shortcycle

Empties

Longcycle

Empties

Rent Loss

(scv)

Rental

Stock

Garage

arrears - %

collected in

year

Garage

arrears per

garage

tenant in

arrears

30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13 30-Jun-13

Week 13 Week 13 Week 13 Week 13 Week 13 Month 03 Month 03 Week 13 Week 13 Week 13 Week 13 Week 13 Week 13 Week 13 Week 13

LL TOTAL (AREAs) 95.09% 98.75% £145,137 64.62% £674 97.40% 95.60% 91.84% 3138 96.06% 8055 96.09% 2891 94.42% 135 14.9 days 30.5 days 37 49 86 £49.00 20937

LL TMOs 93.82% 98.52% £39,670 61.72% £774 195.82% 95.27% 80.00% 245 96.73% 825 99.21% 507 63.73% 31 29.6 days 33.3 days - 17 14 £17.00 3799

ANGELL TOWN 92.38% 98.45% £0 64.56% £915 126.75% 97.52% 94.44% 18 95.50% 111 99.42% 171 100.00% 1 35.0 days 23.3 days - 0 1 £0.00 369 - -

BLENHEIM GDNS 98.23% 99.90% £1,039 61.43% £348 4974.91% 97.14% 94.00% 50 98.28% 58 100.00% 28 99.40% 3 94.0 days - - 2 1 £2.00 296

CEDARS 99.33% 101.11% £0 62.38% £346 121.26% 100.00% 100.00% 4 100.00% 25 100.00% 16 93.60% 0 3.5 days 7.0 days - 0 0 £0.00 203

COTTINGTON GDNS 92.42% 98.58% £0 58.58% £919 102.96% 100.00% 100.00% 4 100.00% 1 - 0 - 3 66.5 days 66.5 days - 0 3 £0.00 172

COWLEY 97.50% 98.60% £5,871 70.00% £304 133.67% 100.00% 100.00% 10 100.00% 126 100.00% 74 69.00% 1 27.0 days 35.0 days - 1 0 £1.00 414

HOLLAND RISE 90.76% 94.74% £0 60.56% £1,245 103.21% 90.63% 83.33% 6 100.00% 17 100.00% 1 - 0 - - - 0 0 £0.00 71

LOUGHBOROUGH EMB 91.08% 96.48% £17,848 59.24% £818 -2259.89% 92.02% 82.35% 51 89.51% 162 97.37% 76 48.20% 5 21.5 days 22.4 days - 2 3 £2.00 987

MYATTS FIELD 93.57% 99.38% £6,011 61.22% £864 100.00% - 0 100.00% 1 - 0 - 9 31.6 days 38.2 days - 9 0 £9.00 402

PACCA 90.40% 99.06% £0 62.61% £1,470 112.11% 97.92% 50.00% 2 97.83% 46 100.00% 37 - 3 42.0 days 42.0 days - 1 2 £1.00 242

ROUPELL PARK 96.02% 100.14% £0 56.97% £592 - 91.40% 58.82% 68 99.43% 175 98.86% 88 58.90% 3 23.0 days 28.0 days - 1 2 £1.00 405

WALTHAM RMO 92.85% 98.64% £0 63.58% £760 - 95.36% 82.14% 28 97.62% 84 100.00% 16 47.50% 3 0.0 days - - 1 2 £1.00 177

page 11



page 11




This Month % Rent & Rent All Rent % in receipt Ave Arrears Service Charge % Repairs % Repairs % Repairs % of Number % of urgent Number % of routine Number % satisfied Gas Service Empty Turnaround Turnaround Turnaround Shortcycle Longcycle Rent Loss Rental Garage Garage

page 11



page 11

tmo performance performance digest - whatdotheyknow

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