EPN Tenant Scrutiny Panel - Performance Management …€¦ · (Capital Programme) N/A -N/A N/A N/A Q Q -18.45% Q Q 12.57% Q Q -0.32% -5.00% Indicator Local Q . 3 EPNPMF A Rent collected

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EPN Tenant Scrutiny Panel - Performance Management Framework Report 2015/16 (Q3)

PI Code PI Description 2012/13 2013/14 2014/15

Dec 2014

Apr 2015

May 2015

Jun 2015

Jul 2015

Aug 2015

Sep 2015

Oct 2015

Nov 2015

Dec 2015

Dec 2015 Status

NW HM Benchmark

Short Term trend

Long Term Trend Value Value Value Value Value Value Value Value Value Value Value Value Value Target

PMF A

Rent collected from current tenants as a % of rent due (excl. arrears b/f)(EPN)

100% 99.8% 99.63% 99.56% 114.45% 101.25% 100.5% 99.74% 99.04% 98.92% 98.73% 99.22% 99.83% 100%

Local Indicator

PMF B Current tenant arrears as a % of the annual rent debit (excl. HB adj)

4.74% 5.01% 5.06% 5.51% 4.5% 4.68% 4.79% 4.68% 4.78% 4.75% 4.75% 4.78% 4.69% 4.87%

PMF C Former tenant arrears cash collected (EPN)

£48702 £49363 £51766 £27330 £5735 £10348 £14267 £22696 £30935 £35507 £41233 £47484 £51051 £37499

Local Indicator

PMF D Former tenant arrears as a % of the annual rent debit

2.64% 2.94% 3.51% 3.26% 3.39% 3.43% 3.49% 3.68% 3.67% 3.88% 3.94% 4.02% 4.08% 3.77%

PMF E Rent written off as a % of the annual rent debit

2.21% 0.16% 0.21% 0.19% 0% 0% 0% 0% 0.08% 0.08% 0.08% 0.08% 0.08% 0.61% Incremental

PMF FN % of rent lost through dwellings being vacant

0.89% 1.07% 0.89% 0.93% 0.68% 0.65% 0.66% 0.67% 0.7% 0.67% 0.68% 0.69% 0.67% 0.97%

PMF 1N Average re-let (calendar days) - standard voids only

N/A N/A N/A N/A 25.67 26 23.88 24.05 22.52 22.12 22.31 21.73 19.8 26

PMF 2 % of properties accepted on first offer

93.79% 93.88% 96.02% 95.48% 97.44% 94.12% 95.54% 96.55% 96.77% 96.82% 97.26% 97.01% 97% 93%

PMF 3N % of repairs completed right first visit (M)

N/A N/A N/A N/A 99.47% 99.61% 99.72% 99.61% 99.49% 99.26% 99.19% 99.16% 99.11% 90%

PMF 4 % of tenants satisfied with the most recent repair

88.41% 89.55% 93.96% 94.08% 92.73% 88.18% 88.79% 91.18% 91.49% 91.62% 92.03% 91.67% 91.58% 94%

PMF 5 % of emergency repairs completed within target (24 hrs.)

99.62% 100% 99.95% 99.93% 100% 100% 100% 100% 100% 100% 100% 100% 99.94% 99.5%

Local Indicator

PMF 8 Appointments kept as a % of appointments made

96.87% 96.19% 96.68% 96.83% 97.92% 97.25% 97.67% 97.07% 97.15% 97.34% 97.32% 97.4% 97.57% 97%

PMF 9 % of all tenants who have been evicted for rent arrears

0.04% 0.16% 0.13% 0.04% 0% 0.02% 0.02% 0.02% 0.04% 0.04% 0.06% 0.09% 0.09% 0.33% Incremental

PMF 10 % of properties with a valid gas safety certificate (M)

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

PMF 11 % of stage 1 complaints upheld 57.96% 42.42% 52% 48.49% 50% 50% 42.86% 69.23% 56.25% 52.63% 55% 48% 48.28% 55%

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PI Code PI Description 2012/13 2013/14 2014/15

Dec 2014

Apr 2015

May 2015

Jun 2015

Jul 2015

Aug 2015

Sep 2015

Oct 2015

Nov 2015

Dec 2015

Dec 2015 Status

NW HM Benchmark

Short Term

trend

Long Term

Trend Value Value Value Value Value Value Value Value Value Value Value Value Value Target

PMF 12 % of properties achieving Decent Homes Standard (includes tenant refusals)

59.7% 73.1% 98.5% 84% Q Q 92.2% Q Q 96.3% Q Q 97.8% 97% Q

PMF 13N % of properties with a SAP value less than 65

N/A N/A N/A N/A Q Q 17% Q Q 16% Q Q 15.4% 15.5%

Local Indicator Q

PMF 14 % of tenants satisfied with the landlords services overall (M)

84.05% 87.72% 89.7% 89.9% 86.36% 85% 85.76% 87.56% 89.13% 89.37% 89.85% 89.64% 89.68% 88.5%

PMF 15 % of tenants satisfied that their views are taken into account

83.81% 86.26% 85.81% 86.41% 82.47% 80.91% 81.21% 82.84% 83.24% 83.71% 84.08% 83.64% 84.29% 80%

PMF 16 Average end to end time for all reactive repairs

5.32 5.59 5.9 5.75 7.29 6.4 6.44 6.34 6.08 6.03 6 5.96 5.9 5.9

PMF 17 % customers satisfied with investment programme

98.72% 99.02% 98.67% 99.52% 97.25% 98.8% 98.96% 98.74% 98.94% 99.1% 99.02% 99.11% 98.52% 97.5%

Local Indicator

PMF 18 % of customers satisfied with the way a complaint was handled

66.67% 78.57% 61.54% 58.33% No complaints 100% 100% 100% 100% 100% 100% 100% 66%

PMF 19 % of new very serious ASB cases responded to within 24 working hours (M)

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 96%

Local Indicator

PMF 20 % of closed ASB cases that were resolved

97.87% 99.19% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 98%

PMF 21 % of MP and formal Member enquires dealt with in target.

98.93% 98% 100% 100% No enquiries 100% 85.71% 95% 96.88% 96.97% 96.23% 92.86% 97.5%

Local Indicator

PMF 22 Leaseholder arrears as a % of the leaseholder charges for the previous 12 months

14.92% 7.14% 7.63% 8.5% Q Q 6.98% Q Q 6.93% Q Q 6.87% 8.33%

Local Indicator Q

PMF 23 % of offensive graffiti removed within 24 hours of receiving a report

100% 100% 100% 100% No reports 100% 100% 100% 100% 100% 100% 100%

Local Indicator

PMF 24 % of tenancies with profiling data logged (snapshot)

90.48% 97.69% 99.58% 98.34% 99.54% 99.54% 99.58% 99.52% 99.6% 99.58% 99.61% 99.5% 99.58% 99%

Local Indicator

PMF 25N % of stage one complaints responded to within target

N/A N/A N/A N/A 100% 100% 100% 100% 100% 100% 100% 100% 100% 97%

PMF 26N (+/- %) Variance Actual Spend Against Target completions (Capital Programme)

N/A N/A N/A N/A Q Q -18.45% Q Q -12.57% Q Q -0.32% -5.00%

Local Indicator Q

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EPNPMF A Rent collected from current tenants as a % of rent due (excl. arrears b/f)(EPN)

NW HM Benchmark - TQ NW HM Benchmark - Median NW HM Benchmark - BQ

December 2015 99.79% 99.41% 98.76%

Guidance

This indicator is designed to measure the rent collected year-to-date as a percentage of the rent due year-to-date, for all current General Needs. The rent due (denominator) should exclude rent lost due to properties being vacant, and should also exclude current tenant arrears brought forward at the beginning of the year. Hence should some arrears from the previous year be recuperated, this PI can often exceed 100%.

How its measured

(A / B) * 100, A = The actual rent and service charges collected year-to-date on current GN & HfOP tenancies (excluding garages), B = The actual net rent and service charges due year-to-date for all tenanted GN & HfOP properties (excluding garages).

Service Area Comments

The amount of income collected increased by 0.61% from the previous month. This upward trend from Nov to Dec isn't unusual due to the rent free week falling in December. However we have seen a year on year improvement of 0.27% when comparing December 2015 to December 2014. Payments taken via Allpay (direct debit card payments) increased by 20.15% compared to November’s collection. Payment taken via this method for December amounted to £69,040.33. Compared with December 2014 this was an increase of 24.75%. During December the Income Maximisation Officers received 29 referrals for money advice and their interventions resulted in financial gains of £56,130 for December. Continuous Improvement

•Training session has been delivered from the Business Assurance Team to the Income Manager and Senior Income Officer on assessing operational reports via

Qlikview. These reports will enable the Income Manager and Senior Income Officer to ensure that the team adheres to compliance of cases ensuring actions are taken in accordance with Arrears Policy. These reports will form the basis of performance monitoring via one to one’s. Actions are being progressed which have been identified in the Income Collection Action Plan. As the biggest impact is reducing the amount of arrears going converting

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to former tenant arrears (FTA) we have revised/tightened up our escalation process with earlier interventions. This has consisted of changing two letter stages in the escalation process to face to face visits. This change went live on 22 December 2015. This approach means that tenants are seen early in the arrears progression process so that affordable arrangement plans can be put in place. During December first arrears letters were updated with a sentence to promote the Christmas Draw. Text messages also went out every week during this time. In an effort to increase collection of rent, further new processes have been put in place. These have consisted of

•Changing our IBS system so we can contact the tenant within the four week termination period notice by text message to ensure that they are still aware that rent is

due before the arrears become former tenant arrears (FTA). This is to go live on 18th January 2016

•We are currently exploring with the Income Maximisation Advisors a more robust referral system, which will include a “triage approach”. This will ensure that those in

high level financial difficulties and at risk of losing their home as seen more swiftly.

•Liaison meeting are still taking place with CWAC Housing Benefit section and CWAC Legal Services with a renewed focus on monitoring the process steps and

identifying and removing any bottlenecks that will be delaying the time it takes to take a case to court, which in turn increases the level of arrears.

•Regular meetings are also taking place with DWP/Welfare Reform Network Group

During December, which has less working days due to the Christmas Holidays, the following activities were taken:

•173 Notices of Seeking Possession issued.

•234 new arrangements made (3 former)

•14 cases referred to CWAC legal services for commencement of court action (Possession claims on line)

•10 applications made for a warrant

•0 evictions

There are currently 132 tenants known to be on Universal Credit which is a month on increase of 12 tenants which equates to 10%

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EPNPMF B Current tenant arrears as a % of the annual rent debit (excl. HB adj)


December 2015 2.95% 3.49% 5.15%

Guidance

This indicator calculates the rent arrears of all current GN and HfOP tenants at the end of the period as a percentage of the annual rent debit (for the current financial year). This figure should include arrears due to late Housing Benefit payments and no adjustments should be made for this. This covers all General Needs and Housing for Older People rented stock (excluding garages). Court costs are separate sundry debts and should not be included in the calculation. Former tenant debts (even those which have followed a tenant to their current tenancy) are separate and should not be included in this calculation.

How its measured

(A / B) * 100, A = The actual value of current tenant rent and service charge arrears at the end of the reporting period, B = The annual rent debit for the current financial year. This is the net rent debit after deduction of rent loss due to voids.


Due to a compliance exercise to bring all cases to the right stage of the arrears policy we have seen a spike in the number and level of arrears due to evictions and abandonments this year. As a consequence more current arrears have been reclassified as former. This reduces the current arrears balance but increases the former

arrears balance. This trend may continue until the relevant actions in the Income Action Plan have had an impact. .

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EPNPMF C Former tenant arrears cash collected (EPN)


December 2015 Local Indicator

Guidance

This is the actual rent and service charge income received in the period from former tenants. Rent is considered to be collected from a former tenant when the tenancy has ended with arrears on the account, and a subsequent payment is made. Final payments made within one month of the end of the tenancy should be considered to be collected from current tenants

How its measured

A = The total income collected from former tenants


Strong performance on the former cash collection still continuing.

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EPNPMF D Former tenant arrears as a % of the annual rent debit


December 2015 1.58% 2.02% 2.52%

Guidance

This indicator calculates the amount of former tenant arrears outstanding at the end of the period as a percentage of the total rent debit. It includes former tenant arrears from all GN & HfOP social rented dwellings (excluding garages). It includes former tenant’s service charges, but would not include court costs or overpaid Housing Benefits which re sundry debts normally accounted for separately. This indicator does not include rent and service charge arrears that have been written off. As such this figure can reduce either through former tenant arrears being recuperated, or through them being written off. Note that 'set asides' should continue to be included as former arrears until they are formally written off.

How its measured

(A / B) * 100, A = The actual value of former tenant rent and service charge arrears at the end of the reporting period, B = The total rent debit for the year.


To reduce the amount of current arrears made former we have implemented a new process to target tenants within the 4 week notice period and this is anticipated to go live middle of January 2016. This will consist of tenants receiving text messages throughout the notice period so that they are aware that rent continues to be charged until the tenancy becomes former. To complement the pre -termination visit we are looking to introduce a courtesy call for tenants during their notice period to help guide them through the tenancy agreement requirements on termination, including handing in a full set of keys, etc. We have tightened up the New Tenancy Visits (NTV) process to ensure these are being completed within target and will be monitoring and analysing tenancies that fail within the first 12 months with high former debt. We Awaiting confirmation from CWAC Client Team with regard to the min value recommendation for write off. As soon as confirmed, FTA procedures to be updated that adheres to the CWAC Corporate Debt Policy.

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EPNPMF E Rent written off as a % of the annual rent debit


December 2015 0.44% 0.58% 0.77%

Guidance

This PI measures the rent written off as a proportion of the rent roll. Rent written off is based on the total amount of rent (including service charges eligible for housing benefit) which is written off during the period benchmarked as unrecoverable. The amount written off includes both current and former tenant arrears. The rent roll is the total amount of potential rent (including service charges) which would be collected in the year on all General Needs and Housing for Older People dwellings (excluding garages) if they had been occupied at all times. Note this indicator can only ever increase over the course of the year, or remain constant if no write-offs are made in any given quarter. As such the figure is 'cumulative incremental' and re-sets at the beginning of a new financial year (for HouseMark purposes this is 1st April).

How its measured

(A / B) * 100, A = The actual value of rent and service charges written off year-to-date, B = The annual gross rent roll for the year.


The Quarter 2 and 3 write off totalling £40,995 has been submitted to CWAC for approval. An account history showing what action has been taken to recover the debt must be submitted with the write-off approval list for all accounts that have a write-off balance greater than £2K.

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EPNPMF FN % of rent lost through dwellings being vacant


December 2015 0.55% 1.09% 2.02%

Guidance

Also referred to as ‘void loss’, this should include rent loss on all void types. The dwelling may have been vacant for any reason, and includes dwellings that are unavailable to let.

How its measured

A/B*100, A = void rent loss, B = gross rent debit


The amount of rent lost because a property is empty has reduced and is exceeding this year’s target because we have got considerably better at turning empty properties around. However, hard to let properties are having an impact on how long it is taking to relet a property so this is adding to the total rent loss.

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EPNPMF01N Average re-let (calendar days) - standard voids only


December 2015 18.02 28.53 40.56

Guidance

This indicator measures the average time (in calendar days) to re-let vacant properties during the period benchmarked. It is calculated by dividing the total number of days standard re-let properties were vacant in the period, by the number of standard re-lets in the period. The number of days vacant of a standard re-let is the number of days between the tenancy end date and the tenancy start date. Note that the day the property goes vacant does not count as one day. Hence if a tenancy ends on a Sunday and is let the following day, these counts are a 0 day re-let time. Negative re-let times cannot exist. Note that certain types of lettings are excluded from this indicator, in particular; first / new lets; mutual exchanges; successions; and other lettings excluded as per the COntinuous REcording guidance. Re-lets that have previously undergone major works are also EXCLUDED from this calculation.

How its measured

A/B*100, A = total number of days taken to let the property in standard works only, B = the number of standard work properties that were let in the period


The voids team have significantly improved the amount of time it takes to carryout works to empty properties by reviewing the processes, closer working between the teams and improved management reports.

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EPNPMF02 % of properties accepted on first offer


December 2015 87.63% 74.98% 70.98%

Guidance

This indicator measures the proportion of your properties that were accepted on the first offer, and is calculated by dividing re-lets to properties that were accepted on first offer by all lettings. Include only re-lets to properties that would require a ‘core form’ as included in the most up-to-date core lettings guidance manual. Exclude first lets to new build properties.

How its measured

(A / B) * 100, Where A = The number of properties accepted on first offer. And where B = The total number of properties accepted. A property only counts in the denominator once it has been let, and only counts once no matter how many times it was refused.


Exceeding target, we have high demand for most of our properties.

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EPNPMF03N % of repairs completed right first visit (M)


December 2015 92.6% 90.58% 88.38%

Guidance

This is the number of repairs completed by the operative without the need to return a second time because the repair was inaccurately diagnosed and / or the operative did not fix the problem, as a percentage of all responsive repairs completed (emergency, urgent and routine combined). A repair is considered fixed at first visit when the operative has attended the property, identified, diagnosed and remedied the fault (using van stock), and carried out any making good before then leaving the property. Multiple trades: Where the job requires multiple trades who may follow on from each other, then the work would still be considered completed at first visit so long as each of the trades were completed in one visit. Replacement parts: If the job required specific replacement parts and the operative needed to return a second time with the correct parts because they were not part of his/her van stock, then this would not count as completed at first visit. No access: Where the operative is unable to gain access to the property, this will not be counted as a visit and should be excluded from the figures.

How its measured

(A / B) * 100, A = number of repairs completed in the first visit, B = number of repairs completed in period

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The downward trend in this indicator has been referenced in the last 6 months performance commentary and is not a cause for concern for the repairs service. Each month we record a small number of visits as not Right First Visit (RFV) (around 10 or less). This has been recognised as performance that is almost too good to be true. This was echoed in the feedback from HQN in the Audit of August 2014 as industry best practice is between 80 and 90% compared to our performance of in excess of 99%. Of the issues being recorded as not RFV in December they all relate to materials supply issues. The materials ordering processes have been reviewed and refined as part of the PMF4 action plan and there are no plans to make further changes to this process, rather to monitor the impact of those changes and see the expected reduction in materials issues reported. The review of Planner processes which clearly defines the roles of the Planning Team in checking the availability of materials will also help drive this particular issue down.

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EPNPMF04 % of tenants satisfied with the most recent repair


December 2015 98.09% 96.49% 94.32%

Guidance This indicator is to measure the percentage of residents who say they are ‘very satisfied’ or ‘fairly satisfied’ with the overall repairs service they received at their most recent responsive repair.

How its measured

(A/B)*100, A = the number of people very satisfied or fairly satisfied, B = The total number of people questioned


We continue to work towards achievement of the PMF4 action plan and actions such as reviewing materials ordering and reviewing planning processes have been completed. Generally customers expressing dissatisfaction in December 2015 have commented in relation to jobs that involve more than one visit, sometimes more than one trade, jobs requiring parts and this supports our own internal conclusions that single transactional repairs go well but when there is an additional stage or factors then there is more likelihood of things not running smoothly. This clearly indicates for the focus of process and communication needs to be. Alongside this there are some comments relating to operatives attending without full information which is hampering their ability to carry out works and operatives coming out to look at things that they are not skilled in which is leading to frustration for customers as they are receiving multiple visits for one repair. Both of these things are to do with information, diagnosis, communication and accuracy and are all key features of the job logging and planning stages. Changes to our planner processes are intended to assist with all of this feedback as the roles and responsibilities of planners have been reviewed, re-designed and more clearly defined within the planner team. Of the 10 customers expressing dissatisfaction with their latest repair in December we have identified at least 1 which will be put forward for exclusion from the figures. This involves comments that are very hard to make sense of and many of the responses to the individual questions are confusing and this issue of accuracy needs to be taken up with Voluntas year to date we have identified several individual responses that we will be sharing with CWaC in the coming weeks to consider if these responses are invalid and therefore excluded from the figures.

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EPNPMF05 % of emergency repairs completed within target (24 hrs.)



Guidance

This indicator measures the number of emergency (priority 1) repairs completed within the landlord's target for repairs of this type, expressed as a percentage of the total number of emergency repairs completed. The repair time starts from the time the tenant first reports the repair not from the time it is ordered. The repairs time ends when the repair is actually completed, not when the completed repair is input into the computer. The definition of an emergency repairs is: Any defect that puts the health, safety or security of the tenant, or a third party, at immediate risk; or that affects the structure of the building adversely. Organisations should include all jobs that are treated locally as emergencies.

How its measured

(A / B) * 100 A = The total number of emergency repairs completed year-to-date that were completed within target (e.g. within 24 hours of being raised). As with all reactive repairs with completion targets, the time must begin to elapse as soon as the resident has reported the repair to the landlord, NOT when the landlord raises the repair with a contractor. B = The total number of emergency repairs completed year-to-date.


We continue to investigate whether the one emergency recorded as out of target in December can be evidenced as in target as it would be very disappointing to lose the 100% record for the year after 8 months consistent 100% compliance.

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EPNPMF08 Appointments kept as a % of appointments made


December 2015 99.41% 98.23% 96.95%

Guidance This measure expresses the number of appointments kept as a percentage of the number that were actually made.

How its measured

(A / B) * 100, A = Number of repairs appointments kept, B = Number of repairs appointments made


Just 7 appointments were missed in December and this has provided us with a strong performance improvement at the end of the Quarter and provides us with a strong foundation heading into Quarter 4 that should allow us to remain above or on target by year end.

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EPNPMF09 % of all tenants who have been evicted for rent arrears


December 2015 0.35% 0.45% 0.59%

Guidance This indicator measures the total (cumulative) number of evictions due to rent arrears over the period benchmarked expressed as a percentage of the average number of current tenancies for the period.

How its measured

(A / B) * 100, A = The number of tenants who have been evicted for rent arrears year-to-date. B = The average number of current tenancies for the period, whether or not they are in arrears. This is calculated by; (The total number of current tenancies as at the beginning of the period PLUS the total number of current tenancies at the end of the period) divided by two. This denominator should remain relatively stable, unless there are significant changes to the tenanted stock profile throughout the course of the year.


No evictions were carried out in December.

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EPNPMF10 % of properties with a valid gas safety certificate (M)


December 2015 100% 100% 100%

Guidance

This measures the number of properties with a landlord owned gas appliance, for which the landlord holds a current, valid gas certificate to confirm that the annual safety check has been completed, when due, as a percentage of all properties with a landlord owned gas appliance.

How its measured

(A / B) * 100, A = The number of dwellings with a current valid gas safety certificate as at the end of the period. The landlord must hold a copy of the certificate. B = The number of dwellings for whom the landlord has a gas safety obligation under the Gas Safety (Installations and Use) Regulations 1998.


100% compliance maintained.

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EPNPMF11 % of stage 1 complaints upheld


December 2015 30.84% 58.54% 76.34%

Guidance

This is the number of stage one complaints upheld or partially upheld divided by the total number of stage 1 complaints closed. The definition of ‘upheld’ is that the complaint was justified i.e. it was found in favour of the complainant. Including both those complaints that were fully upheld and those that were partially upheld.

How its measured

(A / B) * 100, A = The number of stage 1 complaints upheld year-to-date, B = The total number of stage 1 complaints closed year-to-date.


We have closed 29 formal complaints since April and upheld 14 of these. Quarterly meeting s are held with managers to discuss customer feedback and what services

have been changed or need to change as a result.

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EPNPMF12 % of properties achieving Decent Homes Standard (includes tenant refusals)


December 2015 100% 100% 99.6%

Guidance

The number of General Needs, Supported Housing and/or Housing for Older People units/bed spaces meeting the Decent Homes Standard. Expressed as a percentage of the total stock. Landlords are not expected to make a home decent if this is against a tenant's wishes, as work can be undertaken when the dwelling is next void. These properties are not counted as non-decent until they are void. However, where works are required to maintain the structural integrity of the dwelling or prevent other components within the dwelling from deteriorating, or where a category 1 hazard must receive early attention, they should be counted as non-decent.

How its measured

A/B*100. Where A= the number of homes classified as decent and B = the total number of dwellings*100


Q3 Performance (not including Tenant Refusals), Target = 94%, Decency = 5,319 = 94.2%, Non-Decency = 319 = 5.8% Q2 Performance (including Tenant Refusals), Target = 97%, Decency = 5,391 = 97.8%, Non-Decency = 120 = 2.2%

Combination of completing decent homes work, re surveying of failing components, and ensuring Tenant Refusals of Investment Works are captured has ensured that the revised Quarter 3 target has been met. A further review of the 120 nr non decent homes will be completed during January to establish whether investment work is programmed to be delivered in the last quarter, or needs to be programmed, or whether the Tenant has been previously refused investment work.

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EPNPMF13N % of properties with a SAP value less than 65



Guidance April 2015 onwards SAP methodology = 2012. Pre April 2015 SAP methodology 2005 was used.

How its measured

Number of properties with a SAP rating <65 (A) / total properties (B) (A/B)*100


QTR 3 UPDATE

The Quarter 3 Target of 15.5% has been achieved (15.4%) by continued work to identify and re assess suspect data along with the recent Energy Projects Plus SAP Campaign which targeted homes with low SAP values and the continued delivery of energy efficiency investment works.

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EPNPMF14 % of tenants satisfied with the landlords services overall (M)


December 2015 88.85% 82.9% 77.9%

Guidance (A/B) *100, A = the number of tenants very satisfied or fairly satisfied, B = total number of tenants surveyed.

How its measured

This is indicator is derived from a questionnaire survey conducted by Voluntas through the monthly repairs satisfaction survey, 110 tenants are surveyed monthly, the question is also asked in the STAR survey which is carried out biannually. The corresponding question is “Taking everything into account, how satisfied or dissatisfied are you with the service provided by Plus Dane?”


Overall satisfaction with the services provided by Plus Dane has increased every year since 2012/13 when satisfaction was 84.0%.

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EPNPMF15 % of tenants satisfied that their views are taken into account


December 2015 69.25% 64.85% 60.35%

Guidance

This is indicator is derived from a questionnaire survey conducted by Voluntas through the monthly repairs satisfaction survey, 110 tenants are surveyed monthly, the question is also asked in the STAR survey which is carried out biannually. The corresponding question is “How satisfied or dissatisfied are you that Plus Dane listens to your views and acts upon them"?

How its measured

(A/B)* 100, A =The number of very satisfied and fairly satisfied respondents, B = the total number of respondents to the question


We are performing above the Top Quartile of providers in the North West with tenants satisfaction that their views are taken into account. Performance has dipped

slightly during this year and we will use the results from the STAR survey conducted during October and November 2015 to identify if there are any reasons for this.

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EPNPMF16 Average end to end time for all reactive repairs


December 2015 5.44 6.88 8.89

Guidance

This is defined as the average number of (calendar) days between the responsive repair being requested and its satisfactory completion including the day of request and the day of completion. Ultimately the date of satisfactory completion is decided by the landlord or its agent. All responsive repairs completed during the benchmarked period should be included.

How its measured

(A / B) * 100, A = the sum of the total number of calendar days taken to complete responsive repairs in the period, and B = the total number of responsive repairs completed in the period.


We are pleased to report the achievement of hitting target this month and hope that this provides us with a solid foundation to head into Quarter 4 and keep this indicator as close to target as possible by year end.

The continued improvement this month has been secured through a combination of job numbers, categories of repair and further data cleansing that has taken place.

25

EPNPMF17 % customers satisfied with investment programme


December 2015 Local indicator

Guidance

Satisfaction of tenants with the capital investment programme provided by their landlord as defined as the percentage of all tenants, or a representative random sample of tenants, stating that they are: satisfied (that includes very satisfied or fairly satisfied) with the way their landlord delivers the Capital Programme.

How its measured

(A/B)*100, A = The number of very satisfied and fairly satisfied respondents, B =Total number of respondents


All expressions of dissatisfaction are investigated by the Asset Team to identify if there is anything we can change in the way we manage and deliver the works to improve the customer experience. How feedback is collected was touched upon during the Tenants Scrutiny of the Delivery of Capital Investment Works in August 2015 and a recommendation was made to improve the way this was collected. An internal audit of the method used to collect this feedback has been completed and the recommendations shared with the Asset Manager.

26

EPNPMF18 % of customers satisfied with the way a complaint was handled


December 2015 72% 62% 47%

Guidance

This measure is sourced from a landlord’s internal survey of complainants, carried out following closure of the complaint. Ideally all, as opposed to a sample, of complainants should be surveyed once their case has been closed.

How its measured

(N / D) * 100, where N = Number of respondents ‘very satisfied’ or ‘fairly satisfied’ with the way in which their complaint was handled. Neutral options such as ‘neither satisfied nor dissatisfied’ should not be included. and where D = Number of respondents who answered the specific survey question


We use Voluntas, an external provider, to contact all complaints after their complaint has been closed to find out if they were happy with the way we dealt with their complaint.

27

EPNPMF19 % of new very serious ASB cases responded to within 24 working hours (M)


December 2015

Guidance

The figure is derived from an IT created report. The report pulls through all cases between the date ranges that have been entered (including the actual start and end date entered.) If the case has got no Actual date (date first contacted) this will also show on the report with a blank. It will show the target date the customer is to be contacted by. This is calculated by the system. When setting up the stages on the system it requires the number of days the officer has to take action. This takes into account weekends and bank holidays. The officer inputs the date the case was logged and the system calculates how long they have to respond and created this date. The report also shows the difference this is calculated by taking the date of response (actual date) and deducting the Target Date this gives the number of days difference. . The % has been calculated by . Count (In Target)/Total Number * 100 . Count(Out Of Target)/Total Number *100

How its measured In Target cases/Total Number of cases * 100


We have received and responded to 11 new very serious ASB complaints in target since April. Last year we received 18 new very serious ASB complaints.

28

EPNPMF20 % of closed ASB cases that were resolved


December 2015 97.03% 92.38% 88.81%

Guidance

Closed resolved cases refer to those cases closed in year-to-date where, in the professional opinion of the landlord, the ASB reported by the complainant(s) has ended or is no longer a cause for concern. Cases that have been investigated but no breach of tenancy or evidence of ASB is found, should also be recorded as a closed resolved case.

How its measured

(A / B) * 100, A = The number of ASB cases resolved year-to-date. B = The number of ASB cases resolved year-to-date (as in the numerator) PLUS the number of ASB cases closed but unresolved.


We recognise that ASB is a high-profile and high-impact issue and wellbeing and prevention of ASB is an essential part of our approach. It is our preference to prevent the ASB wherever possible, and will ensure effective application of our policies and procedures which embrace the full toolbox available to housing providers from early intervention by mediation, restorative justice, Acceptable Behaviour Contracts (ABC's), tenancy support for perpetrators and their families, serving of Notice, Court Injunctions, to the ultimate sanction of eviction. The safety and welfare of witnesses whose complaints form the basis of any action will always be our first consideration. To help manage and improve the way we deal with ASB cases in July 2014 we successfully introduced an anti-social behaviour (ASB) case management system that is

used throughout the UK by housing associations and councils (ReACT). In December 2014 we revised and adopted the Anti-social behaviour policy following the change in legislation to the new ASB, Crime and Policing Act 2014. The number of reported ASB cases has reduced when we compare the number of cases closed in Dec 14 (78) compared to 58 in Dec 15.

29

EPNPMF21 % of MP and formal Member enquires dealt with in target.


December 2015

Guidance This is the number of MP and formal member enquiries that were received within the month analysed that were closed and resolved in target.

How its measured

A / B * 100, where A = Number of Stage 1 complaints responded to in full within target, B = Number of all Stage 1 complaints responded to in full in quarter


Due to the low numbers received it will be extremely difficult to turn performance around for this indicator and we are projecting that the target will not be met at the end of the year. To ensure continuous improvement the MP enquiries are now monitored locally by the EPN Customer Access Manager and regular meetings with the MP office have been set up. As a result the monitoring process has been reviewed and further improvements have been made to each stage of the proc

30

EPNPMF22 Leaseholder arrears as a % of the leaseholder charges for the previous 12 months


December 2015 Not available

Guidance This measure expresses the service charge arrears outstanding at the end of the period benchmarked as a percentage of the total service charges due.

How its measured

(A / B) * 100, A = Service charge arrears at the end of the period benchmarked, B = Service charges due in period benchmarked


31

EPNPMF23 % of offensive graffiti removed within 24 hours of receiving a report



Guidance It measures the average time (in hours) to remove one occurrence of offensive graffiti during the period benchmarked.

How its measured

(A / B) *100, A = number of offensive graffiti jobs completed within the time limit, B = total number of occurrences over the period


Performance continues to be strong in collecting service charges.

32

EPNPMF24 % of tenancies with profiling data logged (snapshot)



Guidance The total number of all current tenancies who have returned a customer profiling form as a percentage of the total number of current tenancies. (Excludes garages and leaseholders).

How its measured

(A/B)*100, A= the number of tenancies with profiling data logged, B = the total number of tenancies


Customer profiling information was very useful when projecting the impact of the welfare reform changes.

33

EPNPMF25N % of stage one complaints responded to within target


December 2015 100% 96.52% 80.12%

Guidance This indicator is measured through the Customer Complaints (CCS) Access Database. Report = Formal Complaints In Target

How its measured

(A/B)*100, A = the number of complaints responded to within target (10 working days from date of acknowledgement), B = the total number of complaints received.


We continue to meet the service standard for responding to complaints.

34

EPNPMF26N (+/- %) Variance Actual Spend Against Target completions (Capital Programme)

Q3 Result -0.32% Target -5.00%



Guidance

Each expenditure stream is calculated: Fire risk assessments, Asbestos, Garage sites, Small scale improvements Void, contingency -capital repairs & voids and profit share. Each stream has an actual spend which is compared to its expenditure target. The figure displayed is the % of the total spent. The target is a stepped target. The upper and lower limit values are within a 5% range either side of the projected cumulative quarterly spend. Guidance notes to the definition : J:\Reports\Performance Indicators_PMF\PMF 26_Capital actual against planned completions\2015-16

How its measured

Calculation method used : Actual spend of all quarters = A Target spend = B A-B =The difference between actual spend and target spend (C) C/B*100 = Result entered into PMF26 (A/B)*100, A=amount spent YTD, B = the year end spend target.


Budgets were re profiled in September in conjunction with the client team, and as a result targets for PMF 26 were revised for QTR 3 & 4. QTR 3 is within target, delivery is on schedule for year end.

EPN Tenant Scrutiny Panel - Performance Management …€¦ · (Capital Programme) N/A -N/A N/A N/A Q Q -18.45% Q Q 12.57% Q Q -0.32% -5.00% Indicator Local Q . 3 EPNPMF A Rent collected

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