How are we performing? Outcomes report Quarter /18

Transcription

1 How are we performing? Outcomes report Quarter /18 1

2 Contents Chapters Sections Page Introduction 1. Contact with our customers 1a Radian Direct 4 1b Satisfaction with repairs 5 1c Satisfaction with ASB services 1d Complaints 2. Gas servicing compliance 2a Gas servicing compliance 3. Tenancy and money matters 3a Allocations and Voids 1 3b Income management 1 4. Satisfaction with the landlord service 4a Satisfaction with the landlord service 1 2

3 Introduction Welcome to our performance report for the first quarter of the 2017/18 financial year. Highlights for the quarter are: Calls answered exceeded target. Excellent arrears performance continued through this quarter. The Quality of Radian Direct's service exceeded target. Repairs satisfaction remained strong. Combined void turnaround time exceeded target. Void rent loss figures met target. KPI (Key Performance Indicator) targets are scrutinised by the Radian Residents Council and HASP (Housing Assets & Services Panel) and performance is compared through the HouseMark benchmarking club. This report includes validated 2015/16 HouseMark Upper Quartile information drawn from the HouseMark system on We have benchmarked our performance against 26 other registered housing providers with more than 7,500 homes in South East England, South West England and London. If you have any questions about this report, or any suggestions for improvements, please contact us using the information below. However, some challenges for the quarter were: Finalising our Satisfaction reporting with our new provider meaning that we were unable to provide a figure as at 30th June Indicative information shows a positive result. There is a reduction in complaints performance which is being monitored and reviewed. Our contact details are: Radian Direct: dg-businessanalysisteam@radian.co.uk Text:

4 1. Contact with our customers 1a. Radian Direct Key Performance Indicator (KPI) H1. Percentage of calls answered H2. Quality of Radian Direct service Radian target Q2 Q3 Q4 Q1 17/18 16/17 16/17 16/17 17/18 15/16 Housemark upper quartile 93.0% 91.6% 93.3% 93.0% 93.6% 95.2% % 96.3% 96.1% 96.3% 96.7% % calls answered is improving, exceeding target at the end of Q1 and moving closer to the top quartile of performance. This comes as a result of improved forecasting, enabling us to better predict call contact. Quality scores have performed well against the new, higher target set for 2017/18. 4m was taken in self service payments this quarter. This is a 20.3% increase on this period last year ( 3.3m). --- Graph 1a:1 17,714 total 19,461 total calls 20,002 total calls 4

5 1b. Satisfaction with repairs Key Performance Indicator (KPI) H4. Satisfaction with repairs H5. Repairs completed right first time Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ % 97.6% 97.8% 97.9% 97.1% 71.1% % 94.8% 94.5% 94.7% 94.4% 93.2% --- Graph 1b:1 5

6 Satisfaction with repairs and the number of jobs "Right First Time" are ahead of target and the top quartile of performance. All day to day trades staff have received refresher training on their PDAs (Personal Digital Assistant). A new material ordering process through the PDA has been introduced which will ensure an improved audit trail of each repair. Graph 1b:2 6

7 1c. Satisfaction with ASB services Key Performance Indicator (KPI) Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ H6b. Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan H7b. Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer) 90.0% 99.0% 99.0% 98.0% 82.0% % 97.0% 97.0% 96.0% 89.2% Graph 1c:1 7

8 An automated reporting system for monitoring contact was introduced in April which we are rolling out across the business. The inclusion team are undertaking further work to find out how and when customers want to be contacted to enable us to further improve our service. Our tenant satisfaction shows high satisfaction with our ASB service: 100% satisfied with being kept up to date with progress; 100% satisfied with support; and 94.7% overall satisfaction. Graph 1c:2 8

9 1d. Complaints Key Performance Indicator (KPI) H8. Satisfaction with complaint handling H9. Satisfaction with complaint outcome Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ % 78.8% 74.1% 75.6% 74.0% 74.0% % 77.1% 74.6% 72.8% 67.8% Graph 1d:1 9

10 Satisfaction with complaint handling currently meets the HouseMark upper quartile of 74%. To achieve our target of 75% we are working on keeping customers better informed, managing expectations and resolving complaints in a timely manner. Complaint numbers are reducing. We have had an increase in "Neither/Nor" responses which account for 12% of responses. 20% are "Dissatisfied". There is no HouseMark upper quartile target for 2017/18 (2016/17: 66.4%) as too few organisations are reporting this. This suggests that other organisations are finding this hard to meet, and perhaps are challenging the validity of this measure. Graph 1d:2 10

11 2. Gas servicing compliance 2a. Gas servicing compliance Key Performance Indicator (KPI) H13. Gas safety - percentage of homes with gas certification at month end Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ % 100% 99.99% 100% 99.99% 100% --- There was one property with an outstanding gas certificate at the end of the quarter which was due to an access issue. After ongoing contact, access was obtained shortly after the end of the quarter. Graph 2a:1 11

12 3. Tenancy and money matters 3a. Allocations and voids Key Performance Indicator (KPI) H20. Combined void turnaround time (General Needs,HfOP & Supported combined and affordable rents) H21. General Needs & HfOP percentage rent loss due to properties being empty Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ days 20.6 days 20.6 days 21.4 days 20.6 days % 0.5% 0.5% 0.5% 0.5% 0.5% --- *Prior to 2016/17, Longwood Park and Thames performance was reported as a combined figure. Graph 3a:1 12

13 Void turnaround time exceeded target at the end of the quarter however some areas have stronger performance than others, which we will minimise through lean review and better team work. Void loss has continued into the new year with strong performance and the year on year trend shows improvement. The void loss target has been stretched from 0.8% to 0.5% for the new year to align with the HouseMark upper quartile and to drive further improvement. Graph 3a:2 13

14 3b. Income management Key Performance Indicator (KPI) Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ H22. All net current tenant arrears (as percentage of annualised debt)* H23. Social & Affordable only net current arrears (as percentage of annualised debt) 2.5% 1.7% 1.9% 1.5% 1.7% % 1.7% 2.0% 1.6% 1.6% 1.7% --- * Includes Sheltered, Supported, General Needs, Market Rent, Intermediate Rent, Shared Ownership and Leasehold debt and other charges such as sewerage and mobile home pitch fees. Graph 3b:1 14

15 Performance has improved on the same time last year with rent arrears reducing. With further roll outs of Universal Credit across the Radian geography, we are closely monitoring the accounts of those residents affected. Graph 3b:2 15

16 4. Satisfaction with landlord service 4a. Satisfaction with the landlord service Key Performance Indicator (KPI) H30. Overall satisfaction with the landlord service* (Combined tenants and owners) Radian target Q2 Q3 Q4 Q1 Housemark upper quartile 17/18 16/17 16/17 16/17 17/18 15/ % 85.6% 85.3% 85.5% Following the appointment of a new organisation to complete the rolling programme of STAR surveys, we are not able to report a satisfaction figure as at 30th June At 10th July, 398 surveys had been undertaken (half of those as at this time last year) and overall satisfaction stood at 86.9%. Our new contractor is working to catch up the number of surveys and an update will be included in the Q2 edition of this report. 16