Our monthly performance

We are a member of Housemark who collect data from over 250 housing associations. Being a member enables us to compare our performance within the sector and with similar organisations. Our performance is measured by quartiles, upper being the best.

The table below shows the measures that Housemark collect on a monthly basis, showing our performance against the sector and London Housing Association's.

table showing performance for 1222

 

Our performance & improvement plans

We have now come to the end of the financial year and we have our final Key Performance Indicators (KPI's) for the year April 2021 to March 2022. Unfortunately we have not managed to meet most of our targets for various reasons.

These KPI's will be used as part of our Housemark reporting; where we benchmark ourselves against our peer groups Placeshapers and London HA's with under 2k stock. These are also reported to the Board to review our performance in our key service areas. Their objective is to ensure we are hitting our targets and providing our customers with a quality service.

Our objectives for this financial year include improving our performance and meeting our targets. We are implementing action plans to get our performance back on track.

Average re-let time (days)

average re let time days

Covid-19 had an impact on our re-let days.

Improvement plans:

We have created an action plan focusing on minimising delays and improving co-ordination in the pre-termination, repairs and nominations/lettings stages. We have seen a positive improvement

 

Current tenant arrears as % age

houses showing the current arrears for each year against the target

Our current arrears have also been impacted by Covid-19.

Improvement plans:

The customer services and supported teams are focusing on arrears, and have designated ‘arrears days’ to catch up with residents in arrears and support them in managing their arrears.

Rent collected in year from current & former tenants % age

rent collected for the year against the target

Covid-19 has had a slight impact on our rent collection in comparison to the previous year.

Improvement plans:

We have created an action plan that takes an holistic approach, focusing on prevention, providing support for tenants, and identifying the risk factors.

 

Percentage of dwellings with a valid gas safety certificate

gas certificate for the year and target

There has been no major impact on our gas checks and we have achieved our target.

Improvement plans:

However, we have procured a new contractor and software to monitor our compliance more effectively.

 

KPI's

Compliments

smiley face with clapping hands

70 Compliments received in April 2021 to March 2022.

 

Repairs completed

spanner and screwdriver icon

6430 Repairs completed April 2021 to March 2022.

 

Tenant portal registered users

pc with house on screen and mouse on house

33% of our tenants have registered to the tenant portal. This year we aim to support more tenants to sign up.

Complaints within time frame

clipboard saying complaint

75% of the complaints were handled within the time frame for the year April 2021 to March 2022. The year before we only achieved 57%. We are pleased with the improvement made.