Board Master Report 2015 16 q3

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Contents Section 1 2015-16 Quarter 3 – A1 Signpost Performance Indicators Section 2 2015-16 Quarter 3 – BATRA / A1 Hundred Club Report

Performance Management Signposts Report

2015-16 - Quarter 3

2015/16 - Quarter 3Summary CorporateProgress onSignpost Performance Indicators

77.55%

6.12%

16.33%

38

3

8

0

5

10

15

20

25

30

35

40

Below TargetOn Target Just Below

A1 Housing Summary

2015/16 - Quarter 3

4

2014

0

2

1

2

4

2

0

5

10

15

20

25

3078%

6%

16%

77%

Housing & Customer Services

%On Target

82%

Property & Development

%On Target

%On Target

Finance

67%

Summary Directorate Progress onSignpost Performance Indicators

A1 Housing

2015/16 - Quarter 3

Service Service Area PI REF PI Description 2015/16 Actual 2014/15

Latest Revised target

2015/16

Latest Progress

Comments

Finance Finance A187 Value of annual efficiencies (£'s) 646,229 547,930 600,000 Efficiencies are on target for achievement by the end of the year.

Finance Finance A192 Value of new inward investment 635,099 2,356,638 500,000 Inward investment from the HCA for the Harworth Phase 2 development will shortly be received and will ensure the annual target is achieved.

FinanceIncome Management A057 Current Rent Arrears (£'s) 253,265 310,216 278,592

Due to a technical problem not all rental income was credited to tenant accounts in the relevant week, arrears are therefore showing approximately £20,000 higher than they should have been. The adjusted position would be £7,000 above the 2014/15 position and £72,000 below 2012/13.

FinanceIncome Management A202 Current Rent Arrears as % of Rent Roll

(exc void debit) 0.96 1.15 1.04 The arrears as a % of the annual debit would be 1.20% if adjusted to take account of the delayed receipt of rent payments

FinanceIncome Management A066 Proportion of rent collected exc b/f

arrears 99.72 99.15 99.91 The collection rate has been affected by the technical problem in processing rental income in the appropriate week. Adjusting for this would improve the performance to 98.92%

FinanceIncome Management A193 % Rent Loss (voids) at end of period. 0.79 0.59 1.00 The reduced re-let times for void properties is ensuring a

reduction in void rent loss


Contact Centre A406 Inbound calls to organisation answered as a % of all calls received (Call Centre) 94.6 95.88 95.00 Performance continues to be maintained reflecting the full

staffing of the team


Contact Centre A135 Average Year To Date response time to telephone calls (call centre) (seconds) 39.04 30.07 35.00 Performance continues to improve reflecting full staffing in

the team and is now only 0.5 seconds above the target


Contact Centre A504 Overall Customer Satisfaction with the Service - Contact Centre 94.90 96.6 90.00 Satisfaction with the contact centre continues to be at a very

high level


Customer Complaints A148 Average Time Taken to respond to

complaints (Working days) 4.39 5.11 5.00 Although slightly above target this is still well within the Service Standard time of 10 days. 20 complaints and 118 service issues were received from April to September.


Customer Complaints A146 Percentage of complaints resolved at

Stage 1 98.18 96.43 90.00 The percentage of complaints resolved at the first stage of the process continues to remain high and has increased slightly since Quarter 1

Corporate Signpost Performance Indicators

2015/16 - Quarter 3



2015/16

Latest Progress

Comments



Customer Complaints A505 Overall Customer Satisfaction with the

Service - Complaints 76.50 73.20 90.00 Overall satisfaction is disproportionately affected by the outcome of the complaint. Satisfaction with the attitude, speed, advice and quality of service continues to be higher than overall satisfaction.


HR A001 Number of working days lost to sickness per employee 8.80 8.30 7.71

Average of 5.1 days on Long Term Sickness and 3.9 days on Short Term. September has seen massive reduction in lost hours compared to previous month and is the second lowest number of lost hours YTD. There is a reduction in LTS hours lost of 454 hours against last month, with only 3 employees now long term sick. Hopefully this trend will continue with the additional focus on attendance management.


HR A405 Total Staff turnover (Housemark) 8.37 6.33 8.37 8 employees left the organisation voluntarily in Quarter 2 compared to 4 in Quarter 1


HR A517The total number of hours of training completed by attendees at the Branching Out Horticultural Centre

11,700 8214 11,700

A number of agencies are working in partnership with A1 to utilise Forest Nurseries to its full potential, these are:• WorkPays – 3360 hrs • Remedi – 36 hrs• Men in Sheds – 80 hrs• Ingeus – 63 hrs


Supported Housing A116bResponse rate to warden intercom calls received at the Tunstall Contact Centre. % in 60 seconds

98.41 98.39 98.00 Response took a total of 19,009 calls during quarter 2. This compares to a total during quarter 2 during 2014/15 of 15,474


Supported Housing A473 Private sector income received by the Supporting Housing service 59,735 142,051 100,000 The estimated billing for the year continues to be above the

annual target


Supported Housing A495 Total number of private sector residents receiving a Supported Housing Service 922 975 900

228 + Telecare, 717 non TelecareDeceased - 21 / Long term care - 15 / Moved out of area - 3 / No longer required - 5 / Moved to A1 property - 5


Supported Housing A506 Overall Customer Satisfaction with the Service - Supported Housing 93.7 96.5 90.00

Helpfulness of warden - 90% Attitude of warden - 95.3% Speed of response from warden - 94% Quality of service - 92% Advice and information given by warden - 90% Overall satisfaction with service - 96%

2015/16 - Quarter 3



2015/16

Latest Progress

Comments



Housing Allocations & Voids A112 Average time taken to register a new

housing application in calendar days 31.13 26.97 30.00 Although the average registration time has increased since Quarter 1 (probably due to annual summer leave) it is still better than the annual target.


Housing Allocations & Voids A104 Total Number of Current Voids 47 37 50

The improved void turnaround has contributed to the smaller number of voids at the end of the period and is also reducing the void rent loss which is now only 0.62% of the debit


Housing Allocations & Voids A403 % dwellings vacant and available to let 0.66 0.48 43/6864

=0.63% 37 voids are vacant and available to let


Housing Allocations & Voids A404 % dwellings vacant but unavailable to let 0.03 0.06 7/6864

=0.10% 2 voids are long term void and not yet available to let


Housing Allocations & Voids A480 % new tenancies accepted on the 1st

Accompanied Visit to the property 86.06 83.22 86.00 No trends have been identified in the reduced acceptance rate and this is being kept under review to ensure this is not a long term trend


Housing Allocations & Voids A487 Average time taken to relet STANDARD

VOIDS 25.23 17.69 24.73 Performance continues to improve and is now over 7 days less than at the start of the year


Housing Allocations & Voids A507 Overall Customer Satisfaction with the

Service - Allocations and Voids 97.3 100 90.00 Target achieved


Housing ASB A231Number of new anti-social behaviour cases reported by tenants or residents per 1,000 properties managed

37.28 35.08 48.00 The increase in the proportion of cases does not reflect a growth in ASB but an improved recording of the Housing Manager caseload in the year to date since April 2015


Housing ASB A097% ASB closed cases in the current reporting period which have been resolved

98.63 98.51 98.00 152 cases have been closed in the year to date from April to September of which only 1 was not resolved


Housing ASB A508 Overall Customer Satisfaction with the Service - ASB 79.00 78.3 90.00

Due to staffing problems within the team it has only been possible to complete a small number of Tenant Satisfaction Surveys


Housing Estate Management A483 The average Assessment Score across

all completed A1 Estate Inspections 3.54 3.56 3.60 All estates have been assessed as very Good / Good. 15 inspections were completed in Quarter 2 bring in the total to 30 for the year

2015/16 - Quarter 3



2015/16

Latest Progress

Comments



Housing Estate Management A513 % of all Graffiti cases cleared within

target time (24 hours / 5 working days) 100 100.00 95.00 There were only 3 reported incidents in the Quarter all of which were cleared in the target time (2 in under 24 hours and 1 in the 5 day category)


Housing Estate Management A514 Tonnage of waste collected by

Caretaking Teams 251 177.62 251 58.52 tonnes were collected in Quarter 2. From 12 October BDC will now collect all pre booked bulky waste instead of A1 caretakers

Property & Development Repairs - Gas A044 % of Properties with a valid Gas Safety

Certificates 99.98 100.00 100

5888 out of the 5889 appliances have a valid LGSR at 30 September 2015. The outstanding property has now had its gas supply capped. Initial indications are that SURE Group are improving performance following starting the new contract at the beginning of September

Property & Development Repairs - Gas A509 Overall Customer Satisfaction with the

Service - Gas 97.6 98.30 90.00 Target achieved


Repairs - Responsive A042 % emergency repairs completed in

timescale 99.69 99.69 99.00 Target achieved


Repairs - Responsive A041 Ave time to complete non urgent repairs

(days) 5.78 6.70 5.00

The average number of days to complete none urgent repairs has increased from Quarter 1. Investigations have found that this is partly due to sickness along with the summer period and operatives taking their holidays. We are also looking at how repairs are logged in and the time period between the repair being reported and the appointment date given to see if this period can be reduced. To do this and to enable future monitoring in this area we are producing a new monthly report to help manage improvement.


Repairs - Responsive A046 % total repairs completed within target

(A042 +A137 + A493) 99.06 99.79 99.00 Target achieved


Repairs - Responsive A048

% repairs completed "Right First Time" (based on recalls within 28 days of completion)

99.69 99.63 99.00 Target achieved


Repairs - Responsive A510 Overall Customer Satisfaction with the

Service - Responsive Repairs 92 93.70 90.00 Target achieved

Property & Development Adaptations A015

Average time taken to complete Adaptations for all works (calendar days)

40.92 43.12 45.00 254 adaptations were completed in the period of which 43 were out of time on receipt from the County Council

2015/16 - Quarter 3



2015/16

Latest Progress

Comments


Property & Development Adaptations A017c Average No. Calendar Days to complete

Adaptation works under £1000 25.09 21.73 25.00 200 adaptations were completed of which 34 were out of target, only 1 of these was a FastTrack adaptation. A review of the data showed that the Quarter 1 position was misreported and should have been 15.45 days

Property & Development Adaptations A511 Overall Customer Satisfaction with the

Service - Adaptations 99.2 95.60 90.00 Target achieved

Property & Development Branching Out A496

Total number of General Works jobs completed for individual customers (excluding commercial organisations)

763 649 600 The annual target for general works jobs has almost been achieved within the first 6 months of the year

Property & Development Branching Out A497

Total number of ECO Works jobs completed for individual customers (excluding commercial organisations)

62 7 40 The impact of the withdrawal of the Green Deal funding continues and limits ECO works to those funded out of the annual Capital budget


Major Improvements A036 Ave SAP rating: LA dwellings 69.20 69.20 72.00 This is assessed on an annual basis and an updated figure

will be reported in the end of year performance report


Major Improvements A498 % of properties which do not currently

meet the agreed Decency Standard 5.08 4.58 7.50

114 properties were made Decent in Quarter 2 including 13 through Voids works. The average spend per property has been reduced from the estimated £12,500 to £8,000 which will mean an increase in the number of completions to approximately 350 for the year. £1m has also been spent on door and window replacement and re-roofing tackling potential non decency.


Major Improvements A499

The number of properties which did not meet the Decency Standard made Decent under the Major Improvements Programme

232 301 220

114 properties were made Decent in Quarter 2 including 13 through Voids works. The average spend per property has been reduced from the estimated £12,500 to £8,000 which will mean an increase in the number of completions to approximately 350 for the year. £1m has also been spent on door and window replacement and re-roofing tackling potential non decency.


Major Improvements A512 Overall Customer Satisfaction with the

Service - Major Improvements 96.10 93.80 90.00 Target achieved. United Living continue to follow up any cases where tenants are not fully satisfied with the work carried out as part of the programme

2015/16 - Quarter 3



2015/16

Latest Progress

Comments


Property & Development New Build A515 New Units developed as a % of current

stock 0

25 completed properties

0.36%

19 / 6864 = 0.28% The 19 properties in Phase 1 of the Harworth scheme have

been completed and are now occupied

Area Performance Indicator Description 2014/15 performance

Latest performance

Targetfor

2015/16

Customer Contact Average Time Taken to respond to complaints (Working days) 4.39 5.11 5.00

Customer Contact Average Year To Date response time to telephone calls (call centre) (seconds) 39.04 30.07 35.00

Housing Management Average time taken to relet properties (calendar days) 31.81 25.79 31.17

Housing Management

% ASB closed cases in the current reporting period which have been resolved 98.63 98.51 98.00

Housing Management

The average Assessment Score across all completed A1 Estate Inspections 3.54 3.56 3.60

Housing Finance Current Rent Arrears (£'s) 253,265 310,216 278,592

Housing Finance Proportion of rent collected exc b/f arrears 99.72 99.15 99.91

Repairs % emergency repairs completed in timescale 99.69 99.69 99.00

Repairs Non emergency repairs - % of appointments made that are kept 99.89 99.99 99.00

Repairs % repairs completed "Right First Time" (based on recalls within 28 days of completion) 99.69 99.63 99.00

Adaptations Average time taken to complete Adaptations for all works (calendar days) 40.92 43.12 45.00

Decent Homes Customer Satisfaction with Major Improvements 96.10 93.80 90.00

Supported Housing Response rate to warden intercom calls received at the Tunstall Contact Centre. % in 60 seconds 98.41 98.39 98.00

BATRA - Performance SummaryApril 2015 - Dec 2015 Year to Date

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Board Master Report 2015 16 q3