How are we performing?

Transcription

1 How are we performing? 3 Outcomes Report

2 Contents Chapters Sections Page Introduction 3 1. Contact with our Customers 1a Direct 4 1b Satisfaction with Repairs 5 1c Satisfaction with ASB Services 6 1d Complaints 7 2. Gas Servicing 2a Gas Servicing Compliance 9 3. Tenancy and Money Matters 3a Allocations and Voids 10 3b Income Management Quality of Home 14

3 Introduction Welcome to our performance report for the third quarter of the financial year. The report summarises our performances and compares to previous quarters. Highlights for the quarter are: ASB performance continues to show excellent results with initial contact at 96% against a target of 80% and weekly contact at 91% against a target of 80%. Quality of Direct remains above the target of 92% with performance of 94.7%. Satisfaction with repairs has performed well with an achievement of 96% against a target of 95%. Complaints Satisfaction in all three areas (case handling, outcome and proportion resolved at Stage 1) remain comfortably above target. Rent arrears continued to perform well at 2.0% of the annual debit (Social and Affordable tenancies performed at 1.9%). Above target customer satisfaction with the quality of home; performance is 88.3% against the target of 85%. However, we have some challenges including: Gas servicing ended the quarter on 99.96% with 6 certificates outstanding (all of which are in the court process). Our performance for Calls Answered remains below target at 94.0% against a target of 97%. Repairs completed Right First Time continues to be challenging with performance at the end of the quarter being 90.0% against a target of 94.0%. Although improving, Average to re-let General Needs properties continues to be out of target: 23.8 against a target of 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 information drawn from the system on We have benchmarked our performance against 30 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. Our contact details are: Direct: dg-businessanalysisteam@radian.co.uk Text: Outcomes Report Page 3 of 14

4 1 Contact with our Customers 1a. Direct H1 H1a Key Performance Indicator () % of calls answered Quality of Direct Service Qtr % 97.0% 96.6% 95.3% 94.0% 95.6% 92.0% % 96.4% 94.7% --- Graph 1a: 1 Direct has been impacted by staff leaving Direct and moving into other parts of the business and our ongoing struggle to recruit fast enough has had an impact on our ability to answer customer calls at peak times. Direct however has received Customer Service Excellence Accreditation with commendation for quality of service and resource planning efficiency. We have also implemented new processes that are helping us to manage sickness and unplanned absences. In October we stepped up our quality standards with new expectations and measures. 3 Outcomes Report Page 4 of 14

5 1b. Satisfaction with Repairs H4 H5 Key Performance Indicator () Satisfaction with repairs Repairs completed Right First Time Qtr % 98.0% 98.0% 98.0% 96.0% 79.3% 94.0% 94.0% 90.0% 94.0% 90.0% --- Graph 1b:1 Graph 1b:2 Overall Satisfaction has again fallen marginally to 96% this month for the first time. This is largely down to Solent recording 3% lower this month at 97%. The other areas recorded similar results to last month. 3 Outcomes Report Page 5 of 14

6 Right First Time performance has not met target this quarter. Solent performance seems to have been a significant factor in the outcome recording a low result of 86%. Thames result of 90% has also impacted the figures, albeit with a much lower sample size than Solent. Performance overall showed a noticeable drop through December, especially in RFT (as above) and Time to Complete. This is largely down to follow-on work and the Christmas closure causing some jobs to take longer to complete. 1c. 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) 80% 96.0% 96.0% 96.0% % 79.0% 90.0% 91.0% --- Graph 1c:1 *This was a new measure as of May Outcomes Report Page 6 of 14

7 Graph 1c:2 *This was a new measure as of May 2015 Both s remain consistently above target and are within the top quartile of performance. The management of ASB cases is now carried out through the CRM system which enables better case management. 1d. Complaints H8 H9 Key Performance Indicator () Satisfaction with Complaint Handling Satisfaction with Complaint Outcome Qtr 4 (rolling year) (rolling year) (rolling year) (rolling year) 73.0% 74.4% 73.3% 80.0% 83.9% 71.0% 70.0% 72.9% 72.4% 77.1% 81.4% 66.4% 3 Outcomes Report Page 7 of 14

8 Graph 1d:1 Graph 1d:2 is being exceeded by 10.9% (handling) and 11.4% (outcome) rolling year. Stage one resolution is currently 97.3% (target 97%). In so far we have received 493 compliments and 285 complaints. 3 Outcomes Report Page 8 of 14

9 2 Gas Servicing Compliance 2a. Gas Servicing Compliance H13 Key Performance Indicator () Gas Safety - % of homes with gas certification at month end Qtr 4 100% 100% 100% (99.99% rounded) 100% (99.98% rounded) 100% (99.96% rounded) 100% Graph 2a:1 At the end of 3 (December) there were six cases outstanding. All were as a result of being unable to access the residents homes. All cases are within the court system awaiting access injunction hearings. 3 Outcomes Report Page 9 of 14

10 3 Tenancy and Money Matters 3a. Allocations and Voids H18 H19 H20 H21 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 Qtr % 0.6% 0.8% 0.7% 0.7% 0.6% Graph 3a:1 3 Outcomes Report Page 10 of 14

11 Graph 3a:2 Graph 3a:3 Affordable re-let times are below target, but Social Re-lets times are over target. Void performance is over-target in both Solent and Thames & Longwood Park, in part due to difficult let properties in each location. Longwood Park has had more voids than usual in the last year because there has been a new development of three-bed houses in the area that residents have moved in to. 3 Outcomes Report Page 11 of 14

12 Increases in average turn around times at Longwood Park are in part due to more refusals (usually citing location and a dislike of the height of the tower) and we found that the Local Authority has been slow to sending over new nominations following refusals. We are addressing this with them. Graph 3a:4 3b. Income Management H22 H23 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) Qtr 4 3.0% 1.8% 1.9% 1.7% 2.0% % 1.8% 1.8% 1.7% 1.9% 1.7% Graph 3b:1 3 Outcomes Report Page 12 of 14

13 Our rent in advance campaign continues to be rolled out and is still proving effective. The arrears process review has seen a revised process for Starter Tenancies introducing efficiencies in the process. Graph 3b:2 Rent arrears are at their lowest level for this time of year based on previous years performance. The Income team will be concentrating on accounts where there have been missed payments over the Christmas holiday period, to manage arrears down leading up to year end. 3 Outcomes Report Page 13 of 14

14 4 Quality of Home Key Performance Indicator () H30 Tenant satisfaction with the overall quality of their home 85.0% 86.0% 87.8% 88.3% 83.4% Graph 4.1 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 has been consistently above target and the top quartile of performance. Continual monitoring will ensure that any drops in performance are identified and investigated. Performance is derived from independent research and is highly accurate; +/- 1.3% at the 95 confidence level. ---o0o--- 3 Outcomes Report Page 14 of 14