How are we performing?

Transcription

1 How are we performing? 205/6

2 Contents Chapters Sections Page Introduction. Contact with our Customers a Direct 4 b Satisfaction with Repairs 5 c Satisfaction with ASB Services 6 d Complaints 7 2. Gas Servicing 2a Gas Servicing Compliance 9. Tenancy and Money Matters a Allocations and Voids 0 b Income Management 2 4. Quality of Home 4

3 Introduction Welcome to our performance report for the first quarter of the 205/6 financial year. We start this year with two new areas of performance measures being: Quality of Direct Service and Tenant Satisfaction with overall quality of home. We have also altered our ASB performance measures to reflect our new targets. Highlights of the quarter are: More % Calls answered than in Q 204/5. Quality of Direct measure has kicked off with very high performance. Satisfaction with repairs has continued to see outstanding performance. Great performance for new measure: ASB initial contact. Strong performance with complaint handling and outcome. Our excellent arrears performance continued through this quarter. Gas servicing improved ending the quarter on a high note achieving 99.99% with only one certificate outstanding. Above target customer satisfaction with the quality of home. However, we have some challenges including: Continued below target results for average time to complete responsive repairs. Below target Right First Time (repairs): 90% against a target of 94%. Average to re-let General Needs properties: 25.6 against a target of Our performance for Calls Answered: 96.% for April and 96.6% for May and June were below our target of 97.0%. Satisfaction with providing weekly progress updates to ASB complainants in a minimum of 80% of cases (in a format and frequency determined by the customer) has just missed target: 79% against a target of 80%. targets are scrutinised by the Residents Council and HASC (Housing Assets & Customer Services Committee) and performance is compared through the benchmarking club. This report includes validated 20/4 information drawn from the system on We have benchmarked our performance against 22 other registered housing providers with more than 7,500 homes in South East England, South West England and London. 204/5 quartile performance will be available from in September / October 205 and will be included in our Q report. If you have any questions about this report, or any suggestions for improvements, please contact us using the information below. Our contact details are: Direct: businessanalysisteam@radian.co.uk Text: /6 20 Page of 4

4 Contact with our Customers a. Direct H Ha Key Performance Indicator () % of calls answered Quality of Direct Service 205/6 Qtr 2 204/5 Qtr 204/5 Qtr 4 204/5 Qtr 205/6 20/4 97.0% 97.% 97.4% 97.0% 96.6% % % --- Graph a: A new measure is being used this quarter: Quality of Direct Service. Quality is measured using an independent external company called BPA. They select random calls and evaluate against set standards/guidelines agreed by ourselves focusing on the customer experience. They evaluate approximately 000 calls per quarter. Implementation of our new Customer Relationship Management system (known as Dynamics) generated increased contact handling times due to advisors learning the new system. 205/6 20 Page 4 of 4

5 There were an additional 860 signups to My (our internet customer portal) in compared with 289 in 204/ customers have now joined My and digital contact continues to grow. The implementation of Dynamics has been a success. It has slightly increased our call times but we are now capturing more customer information allowing us to provide a more responsive service to our customers. b. Satisfaction with Repairs Key Performance Indicator () H4 Satisfaction with repairs H5 Repairs completed Right First Time Graph b: 205/6 Qtr 2 204/5 (rolling year) Qtr 204/5 (rolling year) Qtr 4 204/5 Qtr 205/6 20/4 95.0% 84.2% 84.% 98.0% 98.0% 80.5% 94.0% 77.% 76.7% 94.0% 90.0% --- Graph b:2 205/6 20 Page 5 of 4

6 Satisfaction with repairs and maintenance remains strong. Repairs completed Right First Time (RFT) performance has dropped to 90% this quarter. Work is being done to understand why this has occurred with processes being reviewed and the principles of RFT have been reinforced throughout our service. Our repairs service stores faculty is currently receiving a new automated purchasing supply system which should help improve performance. Overall, residents seem satisfied with the time it takes for jobs that have been completed first time, and frequent praise has been received for emergency appointments. c. Satisfaction with ASB Services H6b H7b Key Performance Indicator () Respond to a minimum of 80% of initial ASB reports within one working day and draft an action plan Provide weekly progress updates to ASB complainants in a minimum of 80% of cases (in a format and frequency determined by the customer) 205/6 Qtr 205/6 (rolling year) 20/4 80% 96.0% % 79.0% --- Graph c: 205/6 20 Page 6 of 4

7 Graph c:2 This year, new measures are being used to report tenant satisfaction with our Anti-Social behaviour service (introduced in in May 205). They are: Responding to a minimum of 80% of initial ASB reports within one working day and draft an action plan; Provide weekly progress updates to ASB complainants in a minimum of 80% of cases (in a format and frequency determined by the customer). These measures were chosen after a lean review was carried out involving residents and staff. The review pinpointed that these areas had the greatest impact on tenant satisfaction. Performance shows that the initial contact time is high; the majority of officers are maintaining 00%. The numbers of cases being contacted on a weekly basis has increased significantly during the first three months and the early indicators suggest this has risen further exceeding target in July. The lean review also developed new streamlined ASB procedures which were implemented in May. d. Complaints H8 H9 Key Performance Indicator () Satisfaction with Complaint Handling Satisfaction with Complaint Outcome 205/6 Qtr 2 204/5 (rolling year) Qtr 204/5 (rolling year) Qtr 4 204/5 (rolling year) Qtr 205/6 (YTD) 20/4 7.0% 75.7% 7.5% 74.4% 7.% 65.5% 70.0% 72.9% 7.% 72.9% 72.4% 64.5% 205/6 20 Page 7 of 4

8 Graph d: Graph d:2 65 surveys were completed between 0/07/4 & 0/6/5 (rolling year); representing approximately 4% of closed complaints. is being exceeded by 0.% (handling) & 2.4% (outcome). In 5/6 so far we have received 40 compliments & 87 complaints. A visit to Amicus Horizon (a large Housing Association operating across London, Surrey, Kent and Sussex) is arranged in July to learn from their approach to complaints. 205/6 20 Page 8 of 4

9 2 Gas Servicing Compliance 2a. Gas Servicing Compliance H Key Performance Indicator () Gas Safety - % of homes with gas certification at month end 205/6 Qtr 2 204/5 Qtr 204/5 Qtr 4 204/5 00% 99.9% 99.9% 00% Qtr 205/6 00% (99.99% rounded) 20/4 00% Graph 2a: At the end of (June) we had one case outstanding and the court have been contacted to assist with access via an injunction. During we appointed a specialist housing officer, dedicated to working with our Technical Services department to progress cases where access to our homes is proving difficult. 205/6 20 Page 9 of 4

10 Tenancy and Money Matters a. Allocations and Voids H8 H9 H20 H2 Key Performance Indicator () Average to re-let General Needs properties Average number of Affordable Rent minor voids are vacant (based on CoRe definitions) Combined void turnaround time (General Needs, HfOP & Supported combined and Affordable Rents) General Needs & Housing for Older People % Rent loss due to properties being empty 205/ Qtr 2 204/ Qtr 204/ Qtr 4 204/ Qtr 205/ / % 0.6% 0.6% 0.6% 0.8% 0.7% Graph a: 205/6 20 Page 0 of 4

11 Graph a:2 Graph a: Overall void performance is within target however work is being done to ensure performance improves over the next quarter. 205/6 20 Page of 4

12 Graph a:4 There were some issues in April with properties in Portsmouth due to Portsmouth City Council being inundated with properties to allocate (from all their HA partners) and as a result there was a six week delay before we received nominations to our new scheme. A meeting has been held to discuss this situation and agree the way forward. b. Income Management H22 H2 Key Performance Indicator () All net current tenant arrears (as % of annualised debt) [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)] Social & Affordable tenancies only net current arrears (as % of annualised debt) 205/6 Qtr 2 204/5 Qtr 204/5 Qtr 4 204/5 Qtr 205/6 20/4.0%.9% 2.%.8%.9% ---.0%.8% 2.0%.8%.8% 2.% 205/6 20 Page 2 of 4

13 Graph b: We have received seven Universal Credit cases so far which have needed intensive management. Financial Inclusion Officers, Tenancy Support Officers, Energy Advisers and Welfare Benefits Officers all support our tenants to try and ensure that they are able to stay in their homes. Extra resources will be made available in the Avon and Solent panel areas. This is to enable there to be enough cover from the Financial Inclusion Officer service for tenants in these areas. Graph b:2 Despite Welfare Reform (including the start of Universal Credit), performance is comparable to the same period last year. Staffing resources have been redistributed to ensure that areas of high arrears have been targeted; mainly the Solent and Avon panel areas. Going forward we will be working with Payplan, a free money advice service, who will support our tenants in managing their debts. 205/6 20 Page of 4

14 Staff are encouraging tenants to pay in line with their tenancy agreement to ensure rent accounts are kept clear of arrears. 4 Quality of Home H0 Key Performance Indicator () Tenant satisfaction with the overall quality of their home 205/6 Qtr 205/6 20/4 85.0% 86.0% --- Graph 4. This year the Tenant Satisfaction with Overall Quality of Home measure is being used as it gives a good indication of tenant satisfaction with services, the built environment and the surrounding neighbourhood. Performance is derived from independent research. ---o0o /6 20 Page 4 of 4