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Performance Information
We measure performance in the following areas:
Rent Arrears
This is income from rent owed to us. If debt is not tackled early, it is more difficult for tenants to manage and repay what they owe.
June 2018
| Description | SSHA | Target Met? | MMHA | Target Met? | Target |
| Current Tenant Arrears % | 1.24 |  |
1.76 | |
1.96 |
| Former Tenant Arrears % | 1.59 |  |
1.74 | |
1.29 |
| Rent collected as a % of rent owed | 96.08 | |
100.27 | |
99.0 |
Empty Properties
Taking a long time to relet a property has an effect on the income from that property and on our ability to meet housing need. Empty properties also have an impact on the neighbourhood they are in and are vulnerable to vandalism and anti social behaviour.
June 2018
| Description | SSHA | Target Met? | MMHA | Target Met? | Target |
| Average relet time (days) | 50.75 | |
35.00 | |
25.6 |
| % of properties let on first offer | 58.33 | |
58.33 | |
70.7 |
Tenancy and Estate Management
We check how we are performing against our customer service standards that have been agreed with tenants, and how we manage issues such as anti-social behaviour.
June 2018
| Description | SSHA and MMHA combined figure | Target Met? | Target |
| % of serious anti social behaviour cases dealt with in time | N/A | N/A | 100.0 |
Repairs
The repairs service is very important to our tenants. We aim to carry out repairs promptly and ensure they are fixed on the first visit.
June 2018
| Description | SSHA | Target Met? | MMHA | Target Met? | Target |
| % of repairs given an appointment | 100.0 | |
100.0 | |
99.3 |
| % of repairs appointments kept | 98.3 | |
98.5 | |
99.2 |
Gas and other Heating Servicing
We are legally required to service gas installations annually. There are not the same requirements for other servicing, but we aim to ensure that a similar standard is achieved.
June 2018
| Description | SSHA | Target Met? | MMHA | Target Met? | Target |
| % of properties with a gas safety certificate | 100.0 | |
100.0 | |
100.0 |
| % of properties with a solid fuel heating servicing safety certificate | 97.6 | |
97.9 | |
100.0 |
| % of properties with an oil heating servicing certificate | 88.9 | |
100.0 | |
100.0 |
Aids and Adaptations
Delays in this service has an impact on the quality of life of tenants, and helps them to stay in their homes for longer.
June 2018
| Description | SSHA | Target Met? | MMHA | Target Met? | Target |
| % of major adaptations completed within target time - Quarter 1 | 100.0 | |
N/A | N/A | 97.9 |
| % of minor adaptations completed within target time - Quarter 1 | 100.0 | |
88.9 | |
97.9 |
Complaints and Telephony
Excellent services to our customers is one of our corporate ambitions, and by measuring this we can ensure it continuously improves.
June 2018
| Description | SSHA and MMHA Combined Figure | Target Met? | Target |
| % of complaints acknowledged in time | N/A | N/A | 100.0 |
| Average queue wait time (seconds) | 39.0 | |
30.0 |
| % of calls abandoned after 1 minute | 1.5 | |
1.2 |
Next update due: September 2018