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Service charges May 2024 June 2024 Target

% tenants consulted on service charge

% of service charge estimates issued to residents where they apply (excludes external managing agents) – Reported annually

100% 100% 95%

% service charge accounts served correctly and on time

% of variable service charge accounts that are served correctly and on time (based on no of schemes, excludes external managing agents) – Reported annually

- - 80%
Repairs May 2024 June 2024 Target

Repairs satisfaction

The percentage of customers satisfied with their last repair. YTD

71% 71% 87%

Standard repairs in time

Percentage of standard repairs that were completed in time (within 20 working days) YTD

76.2% 76.2% 87%

Emergency repairs in time

Percentage of emergency repairs completed in time (made safe within 24 hours) YTD

91.2% 91.2% 97%

First time fix

Percentage of standard repairs that were fixed first time. YTD

73.9% 73.9% 85%

% duplicate repairs

% of repairs that have been raised as a duplicate. A duplicate repair is counted when the same repair title has been selected and raised as a separate job within the period where the previous job can be recalled YTD

11.5% 11.5% 10%

% of appointments kept

% of appointments which were scheduled and were attended by the contractor YTD

90.4% 90.4% 95%

% of recalls

% of recalls following job completion within time period. A recall is counted when a job has been recalled within the time period agreed with each contractor. YTD

0.8% 0.8% 15%
Satisfaction May 2024 June 2024 Target

% satisfied with a service received (YTD)

The percentage of customers who are satisfied with a service received (YTD) (Transactional) *combines ‘interaction’ & ‘repair’ scores

68.1% 68.1% 80%
Complaints May 2024 June 2024 Target

No of complaints per 1000 properties

The number of stage 1 complaints received per 1,000 units in management in the last month

4.1% 4.1% n/a%

Stage 1 complaints completed in time

% of complaints at S1 responded to within 10 days, or within the time agreed with the resident. YTD

67.9% 67.9% 100%

Stage 2 complaints completed in time

% of complaints at S2 responded to within 20 days, or within the time agreed with the resident. YTD

70.5% 70.5% 100%

Escalations

% of complaints escalated from stage 1 to stage 2. YTD

7.6% 7.6% 10%

Detrimental determinations

Number of findings of maladministration or service failure as a % of all findings. YTD

80.6% 80.6% n/a%
Anti-social behaviour (ASB) May 2024 June 2024 Target

No of new ASB cases per 1000 properties (YTD)

The number of new ASB cases received per 1,000 units YTD

2.3 2.3 n/a

ASB cases updated in last 10 working days

The percentage of ASB cases that have been updated in the last 10 working days

65.5% 65.5% 100%
Arrears and income collection May 2024 June 2024 Target

Cash collection rate YTD

Rent collected as a percentage of the rent due. This is calculated as a year-to-date figure.

97.8% 97.8% 100%

Current tenant arrears %

Current tenant arrears as a percentage of annual rent due YTD

5.3% 5.3% 4.8%
Planned investment May 2024 June 2024 Target

% properties meeting decent homes standard

% of homes that meet the Decent Homes Standard

99.5% 99.5% 100%

% of SDR dwellings inspected within a 5-year cycle

The percentage of SDR dwellings that have been physically inspected to assess DHS compliance over the last 5 years

48.1% 48.1% 64%

Number of properties improved (planned programme)

Number of homes improved through either cyclical or kitchen and bathroom works in the 23/24 programme

321 321 4,288

Number of properties moved to EPC C

The number of properties that have moved to EPC C YTD because of retrofitting, planned investment programme, data cleansing or updated home condition report

410 410 1,428

Number of stock condition surveys completed

Number of stock condition surveys completed YTD

1,069 1,069 8,500

Customer satisfaction (Planned Investment)

The percentage of customers satisfied with works completed through the planned programme YTD

50% 50% 80%

Customer satisfaction (Aids & Adaptations)

The percentage of customers satisfied with works completed through aids and adaptations YTD

83% 83% 80%
Compliance May 2024 June 2024 Target

Overall FRA compliance

Percentage of blocks with both an in-date Fire Risk Assessment and no overdue actions.

73% 73% 100%

Landlord Gas Safety Record compliance

Homes with a gas servicing certificate as percentage of those requiring one.

99.9% 99.9% 100%

Domestic electrical safety compliance

The percentage of domestic buildings with an up-to-date EICR without outstanding category 1 or 2 defects.

98.6% 98.6% 100%

Communal electrical safety compliance

The percentage of blocks with an up-to-date EICR without outstanding category 1 or 2 defects.

99.4% 99.4% 100%

Water safety risk assessment compliance

The percentage of blocks with an up-to-date water risk assessment, review and no overdue actions.

100% 100% 100%

Communal asbestos survey compliance

The percentage of Asbestos Health and Safety compliance

100% 100% 100%

Domestic lifts statutory inspection compliance

The percentage of domestic lifts with an in date statutory inspection

100% 100% 100%

Passenger lifts statutory inspection compliance

The percentage of passenger lifts with an in date statutory inspection

100% 100% 100%
Service charges May 2024 June 2024 Target

% tenants consulted on service charge

% of service charge estimates issued to residents where they apply (excludes external managing agents) – Reported annually

100% 100% 95%

% service charge accounts served correctly and on time

% of variable service charge accounts that are served correctly and on time (based on no of schemes, excludes external managing agents) – Reported annually

- - 80%
Repairs May 2024 June 2024 Target

Repairs satisfaction

The percentage of customers satisfied with their last repair. YTD

71% 71% 87%

Standard repairs in time

Percentage of standard repairs that were completed in time (within 20 working days) YTD

76.2% 76.2% 87%

Emergency repairs in time

Percentage of emergency repairs completed in time (made safe within 24 hours) YTD

91.2% 91.2% 97%

First time fix

Percentage of standard repairs that were fixed first time. YTD

73.9% 73.9% 85%

% duplicate repairs

% of repairs that have been raised as a duplicate. A duplicate repair is counted when the same repair title has been selected and raised as a separate job within the period where the previous job can be recalled YTD

11.5% 11.5% 10%

% of appointments kept

% of appointments which were scheduled and were attended by the contractor YTD

90.4% 90.4% 95%

% of recalls

% of recalls following job completion within time period. A recall is counted when a job has been recalled within the time period agreed with each contractor. YTD

0.8% 0.8% 15%
Satisfaction May 2024 June 2024 Target

% satisfied with a service received (YTD)

The percentage of customers who are satisfied with a service received (YTD) (Transactional) *combines ‘interaction’ & ‘repair’ scores

68.1% 68.1% 80%
Complaints May 2024 June 2024 Target

No of complaints per 1000 properties

The number of stage 1 complaints received per 1,000 units in management in the last month

4.1% 4.1% n/a%

Stage 1 complaints completed in time

% of complaints at S1 responded to within 10 days, or within the time agreed with the resident. YTD

67.9% 67.9% 100%

Stage 2 complaints completed in time

% of complaints at S2 responded to within 20 days, or within the time agreed with the resident. YTD

70.5% 70.5% 100%

Escalations

% of complaints escalated from stage 1 to stage 2. YTD

7.6% 7.6% 10%

Detrimental determinations

Number of findings of maladministration or service failure as a % of all findings. YTD

80.6% 80.6% n/a%
Anti-social behaviour (ASB) May 2024 June 2024 Target

No of new ASB cases per 1000 properties (YTD)

The number of new ASB cases received per 1,000 units YTD

2.3 2.3 n/a

ASB cases updated in last 10 working days

The percentage of ASB cases that have been updated in the last 10 working days

65.5% 65.5% 100%
Arrears and income collection May 2024 June 2024 Target

Cash collection rate YTD

Rent collected as a percentage of the rent due. This is calculated as a year-to-date figure.

97.8% 97.8% 100%

Current tenant arrears %

Current tenant arrears as a percentage of annual rent due YTD

5.3% 5.3% 4.8%
Planned investment May 2024 June 2024 Target

% properties meeting decent homes standard

% of homes that meet the Decent Homes Standard

99.5% 99.5% 100%

% of SDR dwellings inspected within a 5-year cycle

The percentage of SDR dwellings that have been physically inspected to assess DHS compliance over the last 5 years

48.1% 48.1% 64%

Number of properties improved (planned programme)

Number of homes improved through either cyclical or kitchen and bathroom works in the 23/24 programme

321 321 4,288

Number of properties moved to EPC C

The number of properties that have moved to EPC C YTD because of retrofitting, planned investment programme, data cleansing or updated home condition report

410 410 1,428

Number of stock condition surveys completed

Number of stock condition surveys completed YTD

1,069 1,069 8,500

Customer satisfaction (Planned Investment)

The percentage of customers satisfied with works completed through the planned programme YTD

50% 50% 80%

Customer satisfaction (Aids & Adaptations)

The percentage of customers satisfied with works completed through aids and adaptations YTD

83% 83% 80%
Compliance May 2024 June 2024 Target

Overall FRA compliance

Percentage of blocks with both an in-date Fire Risk Assessment and no overdue actions.

73% 73% 100%

Landlord Gas Safety Record compliance

Homes with a gas servicing certificate as percentage of those requiring one.

99.9% 99.9% 100%

Domestic electrical safety compliance

The percentage of domestic buildings with an up-to-date EICR without outstanding category 1 or 2 defects.

98.6% 98.6% 100%

Communal electrical safety compliance

The percentage of blocks with an up-to-date EICR without outstanding category 1 or 2 defects.

99.4% 99.4% 100%

Water safety risk assessment compliance

The percentage of blocks with an up-to-date water risk assessment, review and no overdue actions.

100% 100% 100%

Communal asbestos survey compliance

The percentage of Asbestos Health and Safety compliance

100% 100% 100%

Domestic lifts statutory inspection compliance

The percentage of domestic lifts with an in date statutory inspection

100% 100% 100%

Passenger lifts statutory inspection compliance

The percentage of passenger lifts with an in date statutory inspection

100% 100% 100%