Download of Repairs Completed in Target

Rent & Voids – Value for Money Dashboard
Arrears Commentary
% Arrears 13 Week Average – Overall
4.91
% Arrears 13 Week Average - General Needs
Average Void Turnaround – General Needs
63.67
Average Void Turnaround – Intermediate Rent
6.17
Arrears have continued to fall, against
expectations, but reflecting the extra
resources put in here.
Ave. days to set up a rent account
12-month rent collection %
N/A
99.78
Voids Commentary
-
28
Void losses have remained relatively low by
historical standards.
Void % General Needs
1
Void % Intermediate Rent
3.19
Void Loss in £ by Tenure
Lettings Commentary
Voids turnaround for 2013/14 was slightly better than anticipated at 42 days. In General Needs May was a poor
month made worse by one void refused by three sets of nominees from Haringey Council.
Intermediate Rent void turnaround has however been good beating the new tougher target.
Resident Safety Dashboard
% of Properties within a valid Fire Risk
Assessment
100
% of Properties with a valid Water
Safety Certificate
100
Number of High or Critical FRA actions
outstanding
269
Number of High or Critical WSC actions
outstanding
3
% Properties with a valid gas
certificate
99.95
Commentary
Gas Certification
We have only one property without a valid certificate. This is
a fairly recent failure and we are working to gain access.
FRA Actions
We have an ongoing works programme to complete all actions
by September. This is discussed in more detail in the Property
Compliance Report.
Water Actions
We have an ongoing works programme to complete all actions
by August. This is discussed in more detail in the Property
Compliance Report.
Repairs Dashboard
% of Repairs Completed in Target
-
-
Average Days to complete a Repair
Commentary
12.6
Repairs Completed
We have suffered a major problem with the interface with
Breyer that has made it impossible to report accurate
completion figures for the current period. The fault has
now been rectified and we should be able to report
accurate figures at the next meeting.
Days to Complete a Repair
Please refer to Property Services TET papre
This KPI has been adversely impacted by the problem with
the interface. Therefore the number is artificially high.
SIP, Cyclical and Survey Programme
As we are at the beginning of the Financial Year we have
made only limited progress. The target is a year end target.
Number of Homes Improved under the Stock
Improvement Programme
10
Number of Homes Improved under the
Cyclical Works Programme
40
Number of Stock Condition Surveys
carried out
0
Anti-Social Behaviour (ASB) Dashboard
Open ASB Cases
57
ASB Cases Responded to in Target
100
Satisfaction with ASB
60
Blue bar = Current open cases;
Green bar = Cases open for more than 6 months;
Red bar = New cases this month;
Gold bar = Cases closed last month
Estates Dashboard
Estates in Good or Excellent Condition
91.9
Estate Inspections attended by Residents
75.6
Commentary
ASB although there appears to have been wobble in
satisfaction this is down to low numbers included in the
survey
Estate Inspections are good, but we need to look at this
area of work and devise a better system for
monitoring . new cleaners and gardeners have begun
and we know there are teething problems but this is
not currently reflected in results. We also get a
reasonable number of complaints about communal
repairs so resident experience is arguably different form
the estate inspection experience.
Customer Contact Dashboard
% of Calls Answered in Target
82
Number of New Complaints
% of Complaints answered within
10 days
18
70
Service Centre Commentary
Call answering statistics have been hit by difficulties working with our principal contractor Breyer. One some days align them ties up over 10% of staff time. This is partly
because of the number of repairs being queries by customers and partly because their call centre is not fully staffed. This has a knock on effect as callers call use
repeatedly some giving up with 30 seconds. Any caller who wants a call back is however offered one automatic ally and we can get back within half an hour in each
instance..
Complaints responses have been poor in the early year mainly for administrative reasons.
% of Starter Tenancy visits due which were
completed
97.5
Number of illegally sublet homes that were
regained
0
Visits Commentary
Referrals In To Work
1
Number of Mutual Exchanges
3
The starter visit programme is being done
effectively and in some months we will visit
more than the target (including some early) and
in some months fewer.
The work on 800 potential illegal sublets identified by
Experian has begun but is unlikely to produce “results”
until later this year.
Customer Satisfaction Dashboard
Commentary on Customer Satisfaction
There is a 2013/14 budget allocation to appoint a market researcher to carry out a rolling STAR* satisfaction survey. The results from that survey will usually be presented on this page; we intend to report overall and just on General Needs.
A comprehensive satisfaction survey is underway and results will be available by the time of the next Resident Services Committee. In the meantime, we have received bids from 4 suppliers to carry out a rolling survey, the results of which will be
reported to committee on a quarterly basis thereafter.
2013 STAR indicator
Quarter 1
Quarter 2
Taking everything into account, how satisfied or dissatisfied are you with the service provided by
Newlon?
Sat
59
59
Dis
25
24
Generally, how satisfied or dissatisfied are you with the way Newlon deals with repairs and
maintenance?
Sat
47
46
Dis
39
41
Sat
68
65
Dis
23
24
Sat
49
47
Dis
31
32
Sat
63
62
Dis
20
19
Sat
55
57
Dis
27
23
Sat
47
49
Dis
45
42
Yes
41
40
No
59
60
Sat
72
77
Dis
19
16
Yes
81
82
No
19
18
Yes
81
84
No
19
16
Yes
63
65
No
37
35
How satisfied or dissatisfied are you with the overall condition of your home?
How satisfied are you that Newlon listens to your views and acts on them?
How satisfied are you that your rent provides value for money?
% of residents who found the staff member helpful
% of residents who said their query was dealt with quickly and efficiently
% of customers who said their enquiry was dealt with the first time they called
% residents satisfied with their last responsive repair
% of residents satisfied they were able to make a convenient appointment
% of residents who said their last appointment was kept
% of residents who said their repair was completed right first time
Quarter 3
Quarter 4
* Definitions: STAR and STATUS are both standard research methodologies used in the social housing sector. STAR is the newer of the two and is gradually replacing STATUS. Adopting a recognised methodology allows us to
compare results with other providers with some confidence that responses are collected in a similar manner.
Notes on the Report
General Notes
Explanations of chart types
Notes on presentation of performance information and key of symbols:
Notes on bullet charts:

Values shown are latest or monthly performance rather than year to date.

The red, amber & green status icons also refer to latest or monthly performance.

The red icon indicates that recent performance is below target:

The green icon indicates that recent performance is above target:

The amber icon indicates that performance is within a range of tolerance, i.e. – it is below target but likely
The bullet graph features a single measure (for example, current year-to-date revenue in the example below),
compares that measure to a target and displays it in the context of ranges of performance, such as poor,
satisfactory, and good.
to recover or meet target soon:

This icon is used where there is no target or information is provided for context only:
The comparative measure in our case is always the PI target.

Where relevant, year to date performance is shown as a blue line on graphs.
If the bar runs from left to right it means that we are aiming to maximise the value of a particular indicator, the %
of repairs completed first time would be an example of this.

Targets are displayed as red lines on graphs.
If the bar runs from right to left it means that we are aiming to minimise the value of a particular indicator, rent
arrears and void turnaround are examples of this.
Glossary of commonly used names, terms and abbreviations:
Notes on spark charts:

Allpay – a company that processes payments from residents and transfers them to Newlon

Arrears – money owed to Newlon by residents
A spark chart is a very small line chart, drawn without axes. It presents the general shape of the variation in a
measurement, for example rent arrears, over time in a simple and highly condensed way. They are commonly
used to track the movement in stock market and share values.

ASB – an abbreviation of ‘Anti-social behaviour’
Index

Breyer – Newlon’s principal maintenance contractor

BSW – Newlon’s gas contractor
Day
Value
Change
Dow
Jones
10765.45
−32.82
(−0.30%)
1256.92
−8.10
(−0.64%)

Orchard – Newlon’s database provider
S&P
500

STATUS & STAR – standard sets of survey questions used by housing providers to compare levels of
Example sparklines of the Dow Jones Index and S&P 500
resident satisfaction

VFM – an abbreviation of ‘Value for Money’

Void – an empty property