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CROYDON LANDLORD SERVICES
QUARTERLY PERFORMANCE REPORT
April - June
2014
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
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
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
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
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
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
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
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
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 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.
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
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
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
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
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
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 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%
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
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
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
Page 20
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