How are we performing
Performance management is an important part of our daily work as it helps us to plan for the future and continuously improve our services.
We aim to be the best we possibly can be for tenants so we monitor and measure our work using Performance Indicators.
What are performance indictors?
Performance Indicators are targets used to measure our performance in specific areas and provide important information on the key services we provide.
Our performance indicators have been agreed by tenants.
How are we doing?
See below a breakdown of how we performed against our performance indicator targets in Quarter 4 (January to March 2012) of the financial year April 2011 to March 2012.
Percentage of gas servicing completed
Target 100%
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Jan 2012 99.9% |
Feb 2012 100% |
Mar 2012 100% |
Higher is better
We hit our 100% target for completing gas services this quarter.
Number of Emergency Jobs Done On Time
Target 99%
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Jan 2012 99.45% |
Feb 2012 99.69% |
Mar 2012 99.63% |
Higher is better
In Quarter 4, we exceeded our target of 99%. Emergency repairs (priority 1) are defined as: Any defect that puts the health and safety or security of the tenant, or a third party, at immediate risk; or that affects the structure of the building adversely.
Number of Urgent Jobs Done On Time
Target 97%
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Jan 2012 100% |
Feb 2012 100% |
Mar 2012 98.04% |
Higher is better
We beat our target of 97% in Quarter 4. Urgent repairs (priority 2) are defined as: Any defect where comfort or convenience of the tenant or third party is seriously affected.
Number of Routine Jobs Done On Time
Target 97%
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Jan 2012 97.55% |
Feb 2012 99.07% |
Mar 2012 98.88% |
Higher is better
In Quarter 4, the number of Routine Jobs done on time was above our target. Routine repairs (priority 3) are defined as: Any defect that can be deferred without serious discomfort, inconvenience or nuisance to a tenant or a third party, and can await the next convenient maintenance visit.
Percentage of repairs appointments kept
Target 97%
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Jan 2012 97.22% |
Feb 2012 99.54% |
Mar 2012 98.59% |
Higher is better
In Quarter 4, we were successfully above our target of 97%.
Average number of days to complete void repairs
Target 13 days
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Jan 2012 15.1 days |
Feb 2012 16.3 days |
Mar 2012 22.9 days |
Lower is better
In Quarter 4, we did not hit our target for the speed repairs are made to properties when a customer moves out.
Customer Services Centre Percentage of calls abandoned
Target 4%
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Jan 2012 22.74% |
Feb 2012 18.92% |
Mar 2012 8.05% |
Lower is better
An abandoned call is one which is not answered. This is an area we have been working hard to improve in recent months and our performance has improved greatly in March 2012.
Percentage of calls answered at the first point of contact
Target 80%
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Jan 2012 79.86% |
Feb 2012 80.34% |
Mar 2012 74.92% |
Higher is better
Calls answered at the first point of contact are those resolved by speaking with a Customer Services Officer.
Current Rent Arrears
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Jan
Target £583,307.00 Reached £542,575.74 |
Feb
Target £552,752.00 Reached £547,497.56 |
March
Target £500,000.00 Reached £505,804.59 |
Lower is better
Rent arrears occur when tenants don’t pay all or some of their rent. We aim to keep rent arrears as low as possible.
Percentage of Health Walks with tenant representation
Target 100%
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Jan 2012 100% |
Feb 2012 100% |
Mar 2012 100% |
Higher is better
In quarter 4, all health walks had tenant representation.
Percentage of tenants involved
Target 3.5%
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Jan – March 2012 3.9% |
Higher is better
We were above our target last quarter. We are currently looking at more ways to get even more tenants involved.
Percentage of anti social behaviour cases handled on time
Target 100%
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Jan 2012 100% |
Feb 2012 100% |
Mar 2012 100% |
Higher is better
We attended all cases of anti social behaviour on time in quarter four.
Percentage of estate inspection completed against number planned
Target 100%
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Jan 2012 100% |
Feb 2012 100% |
Mar 2012 100% |
Higher is better
All planned estate inspections were completed in Quarter 4.
Average number of days to relet a property
Target 23 days
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Jan 2012 27.12 days |
Feb 2012 21.59 days |
Mar 2012 26.06 days |
Lower is better
This is the number of days we take to get a property ready for the next tenant and get the new people moved in.
Percentage of new tenant visits completed within target
Target 100%
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Jan 2012 92.00% |
Feb 2012 93.94% |
Mar 2012 84.21% |
Higher is better
Our Housing Officers visit every new tenant within a target time. We did not hit our target in Quarter 4.
For further information, please click on the reports below for the financial year 2011-12:
Alnwick Area Board December 2011
Alnwick Area Board February 2012
Blyth Area Board December 2011
Blyth Area Board February 2012
Housemark
Housemark is a national body that evaluates our performance. Please click on the link below to see how we are performing:
More information
If you cannot find the indicator you are looking for or would like to know more information, please contact our Performance and Quality Manager whose contact details are given below.
Strategic Business Unit,
Homes for Northumberland,
Civic Centre,
Renwick Road,
Blyth,
Northumberland,
NE24 2BX.
Telephone: Strategic Business Unit on 01670 542424.
RNID Typetalk service prefix number 18001
EMail: andrew.mcgregor@hfn.uk.com
