Performance Management Info 09

Performance Management Information - Board Report 11th May 2009(Text only summary)

This report provides information on performance in key areas of the service for the year ended 31st March 2008.

Rent Collection and Arrears
Empty Properties
Repairs
Right to Buy and Mortgages
Neighbour Nuisance
Formal Complaints
Personnel

Rent Collection and Arrears

We collected 97.43% of the rent due, slightly below our target of 97.9%
780 tenants (5.65%) have more than 7 weeks of (gross) rent arrears.The target is 4.0%
Arrears of current tenants as a proportion of the rent roll is 2.18% against a target of 1.8%
275 tenants (1.99% owe over 13 weeks rent (net of housing benefit and excluding those owing less than £250). The target is 1.3%

In relation to rent arrears the following actions were taken:

1524 notices seeking possession have been served during the year.
381 arrears cases were entered into Court.
101 Possession orders were granted.
429 evictions were applied for
137 evictions were carried out.

In terms of arrears activity there has been an increase in NSPs served and action taken throughout the year has been in line with procedure.
Several targeted initiatives have also taken place including teatime and Saturday morning visits and telephone contact.
It is clear the economic recession has impacted adversely on performance and is doing so for peer organizations.

Empty Properties

1.1% of rent was lost with dwellings becoming empty, almost meeting a target of 1.3%.

The average time to relet properties is 27.3 days, exceeding the target of 33 days.

139 properties (1.01% of stock) are empty and available for letting, exceeding the target of 1.1%.

Performance continues to be excellent on these 3 indicators and especially on void turnaround times. Further improvements are expected as we implement the outcomes of Project Viper.

Repairs

Both the % of urgent repairs and the overall % of repairs completed on time exceeded the target for this year.

Satisfaction with the repairs service has met the target set at the beginning of the year.

98.8% of urgent repairs were completed within Government time limits, against a target of 97.9%.
97.6% of repairs were completed within priority timescales, this exceeded the target of 96%.

The average time to complete non-urgent responsive repairs was 10.5 days, slightly below our target of 10days.

An appointment was made and kept for 92.5% of repairs for which access was required, exceeding the 83% target.

Overall, 93.0% of tenants are satisfied or very satisfied with the repairs service, which meets the targetf 93%.

Performance on repairs has been very good throughout the year particularly on appointments made and kept.

Right to Buy and Mortgages

100% of Right to Buy applications were admitted or rejected within Government timescales.
Right to Buy acknowledgement notices were served in an average of 10.9 days. The target is 16.5 days.
100% of Right to Buy offer prices were despatched within Government timescales.
Right to Buy offer notices were served within an average of 12.0 days for houses (target 30 days) and 24.4 days for flats (target 57 days).
Arrears as a % of the total outstanding mortgage balance stands at 3.32%, against a target of 1.85%.

All performance indicators show improvement in respect of time served on notices. The number of RTB’s are still in decline at this current time.
The small remaining mortgage portfolio contains a number of more difficult cases and mortgage arrears have increased over recent months as interest rates have risen. On the mortgage side we still have a number of difficult cases with high level arrears going to legal with a view to repossession.

Neighbour Nuisance

1,133 reports of neighbour nuisance were made in the year 2008/09 as follows:

North - 400
South - 260
Pennines - 219
Middleton -141
Heywood -113

In 468 cases action has been taken, as follows:

Warnings/Acceptable Behaviour Contact - 267
Notice Seeking Possession - 39
Possession - 18
Anti Social Behavoiur Order -20
Injunction - 10
Other Court Action - 9
Mediation - 4
Referrals to other agencies - 82
Other action by Legal Services and Enforcement Team (e.g., visits etc) - 19

Formal Complaints

97.6% were responded to within the 15 working days target, against a target of 97%.
The average time to investigate and respond to complaints is 6.1 working days against a target of 7 working days.

Performance on complaints has been much improved with targets met.

Personnel

9.43% of new starters were from Asian Communities. The target for 2008/09 is 14%
6.75% of employees are from ethnic minority communities, against a target of 11.5%.
6.6% of employees consider themselves to be disabled, exceeding the target of 5.5%.
4.2% of working days are lost to sickness, against a target of 4.0%.
An average of 4.14 days are lost to short-term sickness per employee, slightly higher than the target of 4 working days. There has been an overall improvement of 0.34 of a day when compared to 2007/8.
Long term absence stands at 6.35 days per employee. The target for 2008/09 is 5 days
40.6% of the top 5% of earners are women, against a target of 50%. The top 5% of posts relates to POSc6 and above. In previous quarters it has included POSc4, but due to incremental progression for a postholder this has affected this key performance indicatori.
6.25% of the top 5% of earners are from BME communities. This KPI has improved since 2007/8 by 0.95%.

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Home About RBH - Performance information Business Plan Annual Report Equality and Diversity Governance Annual General Meetings RBH Board Area Panels Organisational Structure Employment Directors Reports and Financial Statements * * *		Performance Management Information - Board Report 11th May 2009(Text only summary) This report provides information on performance in key areas of the service for the year ended 31st March 2008. Rent Collection and Arrears Empty Properties Repairs Right to Buy and Mortgages Neighbour Nuisance Formal Complaints Personnel Rent Collection and Arrears We collected 97.43% of the rent due, slightly below our target of 97.9% 780 tenants (5.65%) have more than 7 weeks of (gross) rent arrears.The target is 4.0% Arrears of current tenants as a proportion of the rent roll is 2.18% against a target of 1.8% 275 tenants (1.99% owe over 13 weeks rent (net of housing benefit and excluding those owing less than £250). The target is 1.3% In relation to rent arrears the following actions were taken: 1524 notices seeking possession have been served during the year. 381 arrears cases were entered into Court. 101 Possession orders were granted. 429 evictions were applied for 137 evictions were carried out. In terms of arrears activity there has been an increase in NSPs served and action taken throughout the year has been in line with procedure. Several targeted initiatives have also taken place including teatime and Saturday morning visits and telephone contact. It is clear the economic recession has impacted adversely on performance and is doing so for peer organizations. Back to top Empty Properties 1.1% of rent was lost with dwellings becoming empty, almost meeting a target of 1.3%. The average time to relet properties is 27.3 days, exceeding the target of 33 days. 139 properties (1.01% of stock) are empty and available for letting, exceeding the target of 1.1%. Performance continues to be excellent on these 3 indicators and especially on void turnaround times. Further improvements are expected as we implement the outcomes of Project Viper. Back to top Repairs Both the % of urgent repairs and the overall % of repairs completed on time exceeded the target for this year. Satisfaction with the repairs service has met the target set at the beginning of the year. 98.8% of urgent repairs were completed within Government time limits, against a target of 97.9%. 97.6% of repairs were completed within priority timescales, this exceeded the target of 96%. The average time to complete non-urgent responsive repairs was 10.5 days, slightly below our target of 10days. An appointment was made and kept for 92.5% of repairs for which access was required, exceeding the 83% target. Overall, 93.0% of tenants are satisfied or very satisfied with the repairs service, which meets the targetf 93%. Performance on repairs has been very good throughout the year particularly on appointments made and kept. Back to top Right to Buy and Mortgages 100% of Right to Buy applications were admitted or rejected within Government timescales. Right to Buy acknowledgement notices were served in an average of 10.9 days. The target is 16.5 days. 100% of Right to Buy offer prices were despatched within Government timescales. Right to Buy offer notices were served within an average of 12.0 days for houses (target 30 days) and 24.4 days for flats (target 57 days). Arrears as a % of the total outstanding mortgage balance stands at 3.32%, against a target of 1.85%. All performance indicators show improvement in respect of time served on notices. The number of RTB’s are still in decline at this current time. The small remaining mortgage portfolio contains a number of more difficult cases and mortgage arrears have increased over recent months as interest rates have risen. On the mortgage side we still have a number of difficult cases with high level arrears going to legal with a view to repossession. Back to top Neighbour Nuisance 1,133 reports of neighbour nuisance were made in the year 2008/09 as follows: North - 400 South - 260 Pennines - 219 Middleton -141 Heywood -113 In 468 cases action has been taken, as follows: Warnings/Acceptable Behaviour Contact - 267 Notice Seeking Possession - 39 Possession - 18 Anti Social Behavoiur Order -20 Injunction - 10 Other Court Action - 9 Mediation - 4 Referrals to other agencies - 82 Other action by Legal Services and Enforcement Team (e.g., visits etc) - 19 Back to top Formal Complaints 97.6% were responded to within the 15 working days target, against a target of 97%. The average time to investigate and respond to complaints is 6.1 working days against a target of 7 working days. Performance on complaints has been much improved with targets met. Back to top Personnel 9.43% of new starters were from Asian Communities. The target for 2008/09 is 14% 6.75% of employees are from ethnic minority communities, against a target of 11.5%. 6.6% of employees consider themselves to be disabled, exceeding the target of 5.5%. 4.2% of working days are lost to sickness, against a target of 4.0%. An average of 4.14 days are lost to short-term sickness per employee, slightly higher than the target of 4 working days. There has been an overall improvement of 0.34 of a day when compared to 2007/8. Long term absence stands at 6.35 days per employee. The target for 2008/09 is 5 days 40.6% of the top 5% of earners are women, against a target of 50%. The top 5% of posts relates to POSc6 and above. In previous quarters it has included POSc4, but due to incremental progression for a postholder this has affected this key performance indicatori. 6.25% of the top 5% of earners are from BME communities. This KPI has improved since 2007/8 by 0.95%. Back to top Back to How we are performing