Performance Management Information - Board Report 12th May 2008(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 97.84% of the rent due, just exceeding the target of 97.8%
• 781 tenants (5.62% have more than 7 weeks of (gross) rent arrears.The target is 4.1%
• Arrears of current tenants as a proportion of the rent roll is 2.21% against a target of 1.8%
• 249 tenants (1.79% 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:

• 1409 notices seeking possession have been served during the year.  This represents 21.8% of tenants against a target of 25%.
• 384 arrears cases were entered into Court.
• 71 Possession orders were granted.
• 350 evictions were applied for
• 103 evictions were carried out.

Former Tenant Debt/Benefit Adviser started in Quarter 3.

Water charges – RBHsought legal counsel’s advice on legality of collection of water rates with rent. Although this delayed recovery in some cases, we still beat our target for overall rent collection.

New payment methods – textpay, and arrears recovery via text, will lead to a predicted improvement in recovery levels.

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Empty Properties

1.29% of rent was lost with dwellings becoming empty, almost meeting a target of 1.3%.

The average time to relet properties is 34.3 days, exceeding the target of 35 days.

132 properties (0.95% of stock) are empty and available for letting, exceeding the target of 1.3%.

All 3 targets were exceeded for the first time.  Void system review continues, with anticipated impact in 2008/09 and beyond.

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Repairs

The % of urgent repairs completed on time fell short of the target however significant improvement has been made when compared with the performance of the previous year. The overall % of repairs completed on time exceeded the target for this year.

This target was achieved with an excellent performance of 9.4 days. This indicator continues to improve each year.

This indicator exceeded the target and continues the trend of continually improving each year.

Satisfaction with the repairs service has again improved and exceeded the target set at the beginning of the year.

• 96.2% of urgent repairs were completed within Government time limits, against a target of 97.8%.
• 96.7% of repairs were completed within priority timescales, this exceeded the target of 95%.

The average time to complete non-urgent responsive repairs was 9.4 days, exceeding our target of 10 days.

An appointment was made and kept for 87.7% of repairs for which access was required, exceeding the 82% target.  There has been significant improvement in the % of jobs for which an appointment was made and kept.

Overall, 93.4% of tenants are satisfied or very satisfied with the repairs service, this exceeds the target of 90%.  Overall satisfaction with the service is at its highest level.

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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 13.4 days. The target is 17 days.
• 100% of Right to Buy offer prices were despatched within Government timescales.
• Right to Buy offer notices were served within an average of 22.7 days for houses (target 30 days) and 44.1 days for flats (target 57 days).
• Arrears as a % of the total outstanding mortgage balance stands at 2.7%, against a target of 1.85%.

100%  target achieved for the complete year in respect of admitting RTB's and offer notices issued. Applications and sales have fallen this year hence time recorded to undertake each task has reduced. None the less all targets achieved are well within the given timescales.  On the mortgage side we still have a number of difficult cases with high level arrears going to legal with a view to repossession.  Although the number of cases in arrears has risen, seven of the arrears cases owe less than £20.

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Neighbour Nuisance

223 reports of neighbour nuisance were made in the 4th quarter as follows:

• North - 82
• South - 34
• Pennines - 33
• Middleton - 46
• Heywood - 28

In 122 cases action has been taken, as follows:

• Warnings/Acceptable Behaviour Contact - 73
• Notice Seeking Possession - 3
• Possession - 1
• Anti Social Behavoiur Order -7
• Injunction - 3
• Other Court Action - 3
• Mediation - 2
• Referrals to other agencies - 15
• Other action by Legal Services and Enforcement Team (e.g., visits etc) - 4

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Formal Complaints

 

• 93.2% were responded to within the 15 working days target, against a target of 97%.
• The average time to investigate and respond to complaints is 7.8 working days against a target of 7 working days.

The Quarter 4 nett figures exceeded the target of 97%, which has improved the cumulative figures to 93.2%.

The average time has improved by 0.4 days year on year, with Q4 nett figures of just 5.6 days.

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Personnel

• 20.9% of new starters were from Asian Communities. The target for 2007/8 has been exceeded.
• 8.08% of employees are from ethnic minority communities, against a target of 12%. Compared to 2006/7 there has been an overall increase of 4 BME employees .
• 5.18% of employees consider themselves to be disabled, exceeding the target of 5.0%.
• 3.7% of working days are lost to sickness, against a target of 4.0%. This is the first time absence levels for the whole 12 month period have been less than 4%. When the contract commenced with AHP the overall aim was to see absence levels at less than 4% per annum.
• An average of 4.48 days are lost to short-term sickness per employee, exceeding the target of 5 working days. There has been an overall improvement of 0.45 of a day when compared to 2006/7.  
• Long term absence stands at 4.65 days per employee.
• The target of 5 days has been bettered.  This is the first time that long term absence has been less than 5 days over the 12 month period. This is an improvement of 1.16 days compared to 2006/7.
• 49% of the top 5% of earners are women, against a target of 50%. An almost equal proportion of males and females in the top 5% of posts (ie posts graded PO Sc 4 and above).
• 5.3% of the top 5% of earners are from BME communities. This KPI has improved since 2006/7 by 1.26%.

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