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CROYDON LANDLORD SERVICES QUARTERLY PERFORMANCE REPORT April - June 2014

CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

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Page 1: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

CROYDON LANDLORD SERVICES

QUARTERLY PERFORMANCE REPORT

April - June

2014

Page 2: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

CONTENTS

SECTION PAGE

TECHNICAL

1. Responsive repairs Urgent repairs 1

Non urgent repairs 2

2. Planned maintenance and

improvements Expenditure chart 3,4

Repair/improvements questionnaire 5,6

3. Voids Turnaround times 7,8

ENVIRONMENTAL

4. Neighbourhood wardens Warden activity & quarterly highlights 9,10

5. Neighbourhood services Internal cleaning results 11

Bulk refuse collection 12

External cleaning & litter 13

Grass cutting & horticultural 14

Window cleaning 15

6. Neighbourhood voice Reports 16-19

PEOPLE

7. Anti-social behaviour Number/ type of new incidents & resultant action 20

8. Rent arrears Cumulative arrears 21

9. Complaints Complaints by service area

Data for first quarter not available

Page 3: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

RESPONSIVE REPAIRS

Targets: 98% of all urgent repairs to be completed within 24 hours

All areas April - June 2014

98%

Overall trend

Jul - Sep 13 98%

Oct - Dec 13 98%

Jan - Mar 14 95%

Apr - Jun 14 98%

50%

60%

70%

80%

90%

100%

Target 98%

98%

50%

60%

70%

80%

90%

100%

Jul - Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Target 98%

Page 1

Page 4: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

RESPONSIVE REPAIRS

Target: 98% of non urgent repairs completed within target timescales

All areas April - June 2014

95%

Overall trend

Jul - Sept 13 98%

Oct - Dec 13 98%

Jan - Mar 14 92%

Apr - Jun 14 95%

50%

60%

70%

80%

90%

100%

April - June 2014

Target 98%

50%

60%

70%

80%

90%

100%

Jul - Sept 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Target 98%

95%

Page 2

Page 5: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

PLANNED MAINTENANCE IMPROVEMENTS EXPENDITURE 2014/15

Spent Committed Not committed

£M 2.8 18.7 8.5

Key to terms

Resource figure money that is available to spend in the financial year

Spent work that has been carried out and paid for

Committed work where an order has been issued or a contract entered into and which

may be in progress but has not yet been paid

Not committed work which is being prepared but has not yet reached the committed stage

Over Programme The volume of work that is being prepared over the resource figure

0

2

4

6

8

10

12

14

16

18

20

22

24

26

28

30

PROGRAMME RESOURCE FIGURE

£30m

Spent

Committed

Not committed

Page 3

Page 6: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

PLANNED MAINTENANCE AND IMPROVEMENTS - RESULTS OF REPAIR/IMPROVEMENTS

QUESTIONNAIRE 2014/2015

Number of questionnaires sent out since: 01/04/2014 : 1,228

Number of replies received up to: 30/06/2014: 342

How satisfied are you with the way in which you were consulted about the work ?

Total number of replies up to 30/06/2014: 342

Very satisfied 43%

Satisfied 43%

Neither satisfied nor dissatisfied10%

Dissatisfied 3%

Very dissatisfied 1%

100%

Did the work cause disruption to your household ?

Total number of replies received up to 30/06/2014:342

Less disruption than expected 56%

Disruption as expected36%

More disruption than expected8%

100% Less disruption than expected

55%

More disruption 11%

Disruption

Very satisfied44%

Satisfied 40%

Neither satisfied nor dissatisfied

9%

Dissatisfied3%

Consultation

Very dissatisfied 4%

SummarySatisfied overall 84%Dissatisfied overall 7%Neither overall 9%

Disruption as expected

34%

Page 5

Page 7: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

PLANNED MAINTENANCE AND IMPROVEMENTS OF REPAIR/IMPROVEMENTS QUESTIONNAIRE

2014/2015

Did the Contractor treat you & your family with respect ?

Total number of replies up to 30/06/2014:342

Yes 95%

No 1%

Did not meet contractor 4%

100%

Are you satisfied with the quality of the work carried out in your home/block ?

Total number of replies up to 30/06/2014:342

Very satisfied 49%

Satisfied 37%

Neither satisfied nor dissatisfied6%

Dissatisfied 5%

Very dissatisfied 3%

100%

Yes92%

Did not meet the contractor

6%

No 2%

Respect

Very satisfied 50%

Satisfied 31%

Neither satisfied nor dissatisfied

8%

Dissatisfied7%

Very dissatisfied

4%

QualitySummarySatisfied overall 81%Dissatisfied overall 11%Neither overall 8%

Page 6

Page 8: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Quarterly void turnaround April - June 14

Target: To turnaround empty properties within an average of 23 days

General needs and sheltered 39

General needs only 37

Trendlines

Jan - Mar 13 23

Apr - Jun 13 28

Jul - Sept 13 36

Oct - Dec 13 23

Jan - Mar 14 39

Apr - Jun 14 39

Jan - Mar 13 20

Apr - Jun 13 26

Jul - Sept 13 36

Oct - Dec 13 22

Jan - Mar 14 24

Apr - Jun 14 37

39 days 37 days

15

20

25

30

35

40

General needs and sheltered General needs only

Average void turnaround

26

36

22

24

37

15

20

25

30

35

40

Apr - Jun 13 Jul - Sept 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

General needs only

28

36

23

39 39

15

20

25

30

35

40

Apr - Jun 13 Jul - Sept 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

General needs and sheltered housing

Page 7

Page 9: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

QUARTERLY VOID TURNAROUND PERFORMANCE

Target : To turn around empty properties within an average of 23 calendar days

Average time an empty property spends with Croydon Landlord Services and Allocations

CLS (repairs/

lettings) working

days

Allocations/

Overall calendar

days

CLS (repairs/

lettings) working

days

Allocations/

Overall calendar

days

Standard voids 24 52 26 50

Major works voids 0 15 0 14

Average turnaround 24 39 26 37

All voids General needs only

24

52

26

50

15 14

24

39

26

37

0

10

20

30

40

50

60

CLS (repairs/ lettings)working days

Allocations/ Overallcalendar days

CLS (repairs/ lettings)working days

Allocations/ Overallcalendar days

All voids General needs only

Standard voids Major works voids Average turnaround

Page 8

Page 10: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Neighbourhood wardens April - June 14

Key statistics

Warden Team Team 1 Team 2 Team 3 Total

Area covered North of borough,

Ashburton & Shrublands

Fieldway, New Addington

& Monks Hill

Waddon, Coulsdon &

mobile team

Vehicle issues reported

Abandoned vehicles 13 8 5 26

Illegal parking 3 0 1 4

Tax discs 7 5 9 21

Fixed penalty warnings*

Litter 5 9 3 17

Dog related 3 7 11 21

Spitting/Urinating 0 0 0 0

Fly tipping 10 6 10 26

Total 18 22 24 64

Fixed penalty notices*

Litter 1 0 0 1

Dog related 3 2 0 5

Spitting/Urinating 0 0 0 0

Fly tipping 2 1 2 5

Total 6 3 2 11

*The FPN fine is now a straight £75 and there is no recourse to an appeal. The wardens now give FPNs for urinating,

spitting and fly-tipping as well as dog offences and littering. In some instances a fixed penalty warning is issued, this does

not result in a fine but a record is kept.

Page 9

Page 11: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Page 10

Neighbourhood warden activity highlights April – June 14

• The wardens have been holding coffee mornings for residents in sheltered accommodation and giving out information with respect to cold callers and

fire safety.

• In Shrublands the wardens made presentations to young people and parents as part of ‘Child Protection’ week. Information leaflets about personal

safety were also provided.

• Supporting the ‘Centre for Change Project’ at the Timebridge Community Centre which offers support and counselling services to young people across

Croydon.

• Assisting the income team out of hours by delivering letters and talking to ‘hard to reach’ tenants with rent arrears.

• Carried out road safety awareness sessions called “Kerb Craft”. These sessions include wardens accompanying primary school pupils to a main road

and explaining road hazards to them.

• Wardens have been supporting a Good Food Matters Project in New Addington. They have so far held three sessions in which a total of 19 young

people were able to get involved in a number of gardening activities such as weeding, planting seeds and harvesting. In time the project plans to run

courses which will enable local people to gain nationally recognised agriculture qualifications.

• Identified elderly and vulnerable tenants following a door knocking exercise and initiated regular courtesy visits to check on them.

• Provided support for a vulnerable resident with learning disabilities who was coerced into renting out her flat.

• One of the wardens received Croydon Landlord Service Star of the month for his off-duty care for a disorientated, elderly lady.

• Delivered a comprehensive programme of young people’s activities for the summer. This included youth football coaching sessions on various estates

across the borough. Over 50 young people have been involved. Some of these had previously been involved in anti-social behaviour complaints

concerning football around blocks and this activity has now ceased.

• On various estates across Croydon the wardens have been working closely with local police, residents and colleagues in the tenancy team to help

address issues of youth congregation, noise nuisance, graffiti, drug taking/dealing. Regular patrols have resulted in extensive reports regarding these

activities and a visible presence has been established on a day to day basis which has helped to reduce this anti-social behaviour. Improvements have

also been made in some areas to help kerb problems, such as cutting of hedges, installing cameras and replacing lighting.

• The north part of the borough has seen a rise in people gaining illegal access to high rise blocks to erect aerials for pirate radios. The wardens have

been working with OFCOM, the police, residents and the repairs team to secure the blocks and have the aerials brought down.

• Wardens increased patrols and worked in partnership with the tenancy team to deal with parking problems at Grindall Close. A green area was

identified that will be converted to parking bays and provide a lasting solution. Planned maintenance is working on the installation of the new bays.

• The wardens in Waddon have been jointly working with the tenancy team to tackle the issue of storage on communal landings in high rise blocks in

The Waldrons. The tenancy officer is now looking into providing sheds under the block to provide additional storage for residents.

• Monitoring illegal car repair businesses in New Addington.

• Engaged in a partnership working operation with local SNT to tackle dangerous riding of mopeds and quad bikes on several estates.

• Worked with local residents to identify irresponsible dog owners who were directly approached and warned by the wardens as well as sent formal letters from the tenancy team. The location is regularly monitored and instances of dog fouling are greatly reduced.

Page 12: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

NEIGHBOURHOOD SERVICES

Internal cleaning results April - June 14

Combined totals of all inspections carried out by caretaker managers,

neighbourhood inspectors and joint monitoring with residents.

Target 95%: Achieved 97%

97%

Area % Achieved Inspections 3%

A North 98% 747

B Central 96% 326

C South 97% 530

D East 95% 81

All teams 97% 1684

Figure in bar = number of blocks per area

Figures above bar = number of inspections

Jan - Mar 13 97%

Apr - Jun 13 97%

Jul - Sep 13 95%

Oct - Dec 13 97%

Jan - Mar 14 97%

Apr - Jun 14 97%

90%

92%

94%

96%

98%

100%

A North B Central C South D East All teams

Internal cleaning by area

747

326

530

198

81

1684

844218 212 216

97%

95%

97%

97% 97%

90%

92%

94%

96%

98%

100%

Apr - Jun 13 Jul - Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Internal cleaning trend line % achieved

97%

3%

Internal cleaning overall % achieved

Page 11

Page 13: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

NEIGHBOURHOOD SERVICES - BULK REFUSE

Bulk refuse April - June 14

Refuse collection contractor to achieve a weekly collection

rate of 100% on all removal orders of bulk refuse

Target 100%: Achieved 99%

Area

%

Achieved

Items

collected

A - North 99% 595

B - Central 100% 799 99%

C - South 99% 548 1%

D - East 99% 752

All teams 99% 2694

Key: Figure in bar = total number of items collected

Apr - Jun 13 98%

Jul - Sept 13 99%

Oct - Dec 13 98%

Jan - Mar 14 98%

Apr - Jun 14 99%

595

799

548 752

2694

90%

92%

94%

96%

98%

100%

A - North B - Central C - South D - East All teams

Bulk refuse collection by area

98%

99%

98% 98%

99%

90%

92%

94%

96%

98%

100%

Apr - Jun 13 Jul - Sept 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Bulk refuse trendline

99%

1%

Bulk refuse overall % achieved

Page 12

Page 14: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

NEIGHBOURHOOD SERVICES

External cleaning & litter April - June 14

Combined totals of all inspections

A score of 95% or above denotes a satisfactory inspection

Target 95%: Achieved 95%

Area % Achieved

Number of

inspections 95%

A North 96% 305 5%

B Central 95% 223

C South 95% 184

D East 95% 76

All teams 95% 788

Grade 1 - 100% No litter or refuse

Grade 2 - 95% Predominantly free of litter, except for some small items

Grade 3 - 90% Widespread distribution of litter, with minor accumulations

Grade 4 - 85% Heavy litter, with significant accumulations

Jan - Mar 13 96%

Apr - Jun 13 98%

Jul - Sep 13 95%

Oct - Dec 13 95%

Jan - Mar 14 95%

Apr - Jun 14 95%

305 223 184 76 788

90%

92%

94%

96%

98%

100%

A North B Central C South D East All teams

External cleaning & litter by area

98%

95%

95% 95% 95%

90%

92%

94%

96%

98%

100%

Apr - Jun 13 Jul - Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

External cleaning & litter trendline

95%

5%

External cleaning & litter% achieved

Page 13

Page 15: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

NEIGHBOURHOOD SERVICES

Grass cutting and horticultural monitoring April - June 14

Combined totals of all inspections

A score of 95% or above denotes a satisfactory inspection

Target 95%: Achieved 96%

Area % Achieved

Number of

inspections x 96%

A North 97% 147 y 4%

B Central 95% 44

C South 96% 86

D East 94% 19

All teams 96% 296

Grade 1 - 100% No litter or refuse

Grade 2 - 95% Predominantly free of litter, except for some small items

Grade 3 - 90% Widespread distribution of litter, with minor accumulations

Grade 4 - 85% Heavy litter, with significant accumulations

Jan - Mar 13 99%

Apr - Jun 13 94%

Jul - Sep 13 95%

Oct - Dec 13 95%

Jan - Mar 14 95%

Apr - Jun 14 96%

94%

95% 95% 95%96%

90%

92%

94%

96%

98%

100%

Apr - Jun 13 Jul - Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Grass cutting & horticultural trendline

96%

4%

Grass cutting & horticultural % achieved

44 86 19 296

90%

92%

94%

96%

98%

100%

A North B Central C South D East All teams

Grass cutting & horticultural by area

147

Page 14

Page 16: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Area No of sites

No of sites

cleaned &

inspected

% of sites

cleaned &

inspected

No of cleaned

sites

satisfactory

% of cleaned

sites

satisfactory

% Overall sites

cleaned and

satisfctory

North 244 131 54% 131 100% 54%

South Central 295 270 92% 270 100% 92%

East 242 71 29% 71 100% 29%

All areas 781 472 60% 472 100% 60%

Jul-Sep 13 71%

Oct - Dec13 64%

Jan - Mar 14 80%

Apr - Jun 14 60%

Window Cleaning Monitoring Results: April - June 2014

54%

92%

29%

60%

100% 100% 100% 100%

54%

92%

29%

60%

0%

20%

40%

60%

80%

100%

North South Central East All areas

% Sites cleaned & satisfactory

% of sites cleaned & inspected % of cleaned sites satisfactory

71%

64%

80%

60%

50%

60%

70%

80%

90%

100%

Jul-Sep 13 Oct - Dec13 Jan - Mar 14 Apr - Jun 14

Overall % sites cleaned and satisfactory trend line

Page 15

Page 17: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Neighbourhood voice quarterly results

April - June 14 93 forms 40 members

Jan - Mar 13 78%

Apr - Jun 13 77%

Jul-Sep 13 79%

Oct - Dec 13 78%

Jan - Mar 14 79%

Apr - Jun 14 81%

Page 16

18%

63%

15%

4%

Overall results - all areas

1

2

3

4

16

18

7

10

13

2

17

9

6

39

42

11

46

39

40

47

51

43

10

6

5

5

8

8

3

5

2

2

3

1

1

1

3

0% 20% 40% 60% 80% 100%

Bins

Entrance

Lifts

Stairs

Landings

Walls

Lights

Handrails

Window frames

Caretaking results - all areas

Very good Good Poor Very poor

57

63

65

67

66

51

25

64

61

Very good / good

81%

77%79% 78% 79% 81%

50%

60%

70%

80%

90%

100%

Apr - Jun 13 Jul-Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Trendline: Quarterly Overall % Very good/good

Very good

Good

Poor

Very poor

Very good / good 88%

Page 18: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Page 17

16

19

13

13

16

12

13

10

50

42

33

36

49

46

47

22

15

5

6

29

10

13

7

8

6

2

1

3

1

2

1

1

0% 20% 40% 60% 80% 100%

Grass - Litter

Hardstand

Garages

Pathways

Estate roads

Recycling

Carparks

Play area

Estate cleansing results - all areas

Very good Good Poor Very poor

68

41

76

81

73

68

87

53

13

10

11

5

58

47

43

42

12

11

5

16

6

4

4

14

0% 20% 40% 60% 80% 100%

Grass - Horti

Shrubs beds

Hedges

Weeds

Horticultural services results - all areas

Very good Good Poor Very poor

89

77

63

72

6

4

31

38

15

21

6

1

0% 20% 40% 60% 80% 100%

Windows

Frames

Window cleaning results - all areas

Very good Good Poor Very poor

64

58

Very good / good 80%

Very good / good 76%

Very good / good 65%

Page 19: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Results by area

A Very Good Good Poor Very Poor

Total 176 341 117 29 663

Window cleaning 3 25 17 1 46

Horticultural 27 68 21 10 126

Estate cleansing 80 87 41 13 221

Caretaking 66 161 38 5 270

B Very Good Good Poor Very Poor

Total 0 153 14 9 176

Window cleaning 0 17 0 0 17

Horticultural 0 28 3 7 38

Estate cleansing 0 64 7 0 71

Caretaking 0 44 4 2 50

C Very Good Good Poor Very Poor

Total 38 287 62 20 407

Window cleaning 1 19 15 4 39

Horticultural 5 57 15 10 87

Estate cleansing 22 105 25 2 154

Caretaking 10 106 7 4 127

D Very Good Good Poor Very Poor

Total 45 161 30 7 243

Window cleaning 6 8 4 2 20

Horticultural 7 37 5 1 50

Estate cleansing 10 69 20 2 101

Caretaking 22 47 1 2 72

Page 18

176

3

27

80

66

341

25

68

87

161

117

17

21

41

38

29

1

10

13

5

0% 20% 40% 60% 80% 100%

Total

Window cleaning

Horticultural

Estate cleansing

Caretaking

Area A - North

Very Good Good Poor Very Poor

37 forms Very good / good 78%

153

17

28

64

44

14

3

7

4

9

7

2

0% 20% 40% 60% 80% 100%

Total

Window cleaning

Horticultural

Estate cleansing

Caretaking

Area B - Central

Very Good Good Poor Very Poor

13 forms Very good / good 87%

38

1

5

22

10

287

19

57

105

106

62

15

15

25

7

20

4

10

2

4

0% 20% 40% 60% 80% 100%

Total

Window cleaning

Horticultural

Estate cleansing

Caretaking

Area C - South

Very Good Good Poor Very Poor

45

6

7

10

22

161

8

37

69

47

30

4

5

20

1

7

2

1

2

2

0% 20% 40% 60% 80% 100%

Total

Window cleaning

Horticultural

Estate cleansing

Caretaking

Area D - East

Very Good Good Poor Very Poor

27 forms Very good / good 80%

16 forms Very good / good 85%

270

46

126

663

221

50

71

38

17

176

72

101

50

39

154

20

87

243

407

127

Page 20: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Service area trendlines

Caretaking

Jan - Mar 13 85%

Apr - Jun 13 81%

Jul-Sep 13 84%

Oct - Dec 13 87%

Jan - Mar 14 84%

Apr - Jun 14 88%

Estate cleansing

Jan - Mar 13 73%

Apr - Jun 13 78%

Jul-Sep 13 77%

Oct - Dec 13 75%

Jan - Mar 14 76%

Apr - Jun 14 76%

Horti

Jan - Mar 13 81%

Apr - Jun 13 76%

Jul-Sep 13 77%

Oct - Dec 13 76%

Jan - Mar 14 79%

Apr - Jun 14 76%

Window cleaning

Jan - Mar 13 56%

Apr - Jun 13 57%

Jul-Sep 13 67%

Oct - Dec 13 60%

Jan - Mar 14 66%

Apr - Jun 14 65%

Page 19

81% 84%87%

84%88%

50%

60%

70%

80%

90%

100%

Apr - Jun 13 Jul-Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Trendline: Caretaking % Very good/ good

78% 77% 75%76% 76%

50%

60%

70%

80%

90%

100%

Apr - Jun 13 Jul-Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Trendline: Estate cleansing % Very good/good

76%77% 76% 79% 76%

50%

60%

70%

80%

90%

100%

Apr - Jun 13 Jul-Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Trendline: Horticultural services % Very good/good

57%

67%

60%

66% 65%

50%

60%

70%

80%

90%

100%

Apr - Jun 13 Jul-Sep 13 Oct - Dec 13 Jan - Mar 14 Apr - Jun 14

Trendline: Window cleaning % Very good/good

Page 21: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

Tenancy: Anti-social behaviour

Number and Type of New Incidents April - June 14

Type of ASB - New cases opened in this quarter East North Sth Cen Total

Pets and animal nuisance 7 2 4 13

Vandalism and damage to property 4 4 5 13

Neighbour dispute 10 4 10 24

Verbal abuse/harassment/intimidation 11 12 18 42

Alcohol related 1 7 3 11

Litter/rubbish/fly tipping 7 6 4 17

Misuse of communal areas/public space 12 4 9 25

Hate related incidents 0 1 0 1

Garden nuisance 9 5 1 15

Prostitution/sexual acts/kerb crawling 2 1 0 3

Drugs/substance misuse/dealing 0 3 4 7

Noise 19 12 11 42

Nuisance from vehicles 0 0 1 1

Domestic violence/abuse 0 2 1 3

Crimal behaviour 2 1 6 9

Resultant action April - June 14

Action Taken East North S Central Total

Cases opened/reopened 60 41 46 147

Investigation 102 178 207 487

Victim support 124 107 96 327

Accused warnings 60 44 41 145

Referral 4 6 7 17

Tenancy action 0 2 0 2

Case referred to mediation 34 17 16 67

Cases closed 78 39 33 150

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Page 22: CROYDON LANDLORD SERVICES · Grass cutting & horticultural 14 Window cleaning 15 6. Neighbourhood voice Reports 16-19 PEOPLE 7. Anti-social behaviour Number/ type of new incidents

CUMULATIVE RENT ARREARS - SECURE AND NON SECURE TENANTS 2014/15

C/F Start June June Average arrears Reduction / % increase/

of Year 2013 2014 per tenant Increase decrease

£ £ £ £ £ %

East 477,409 658,096 411,302 94 -66,107 -14%

North 567,669 655,324 580,506 138 12,837 2%

South Central 403,530 666,740 373,093 74 -30,437 -7.5%

Total 1,448,608 1,980,160 1,364,901 102 -83,707 -5.7%

477,409

567,669

373,093

1,448,608

658,096

655,324

666,740

1,980,160

411,302

580,506

403,530

1,364,901

0 1,000,000 2,000,000 3,000,000

East

North

South Central

Total

June 2014 £

June 2013 £

C/F Start of Year £

Page 21