Documents

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.

March 2018

Description	SSHA	Target Met?	MMHA	Target Met?	Target
Current Tenant Arrears %	1.54		1.81		1.96
Former Tenant Arrears %	1.52		1.71		1.29
Rent collected as a % of rent owed	100.09		102.49		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. 

March 2018

Description	SSHA	Target Met?	MMHA	Target Met?	Target
Average relet time (days)	19.60		30.10		25.6
% of properties let on first offer	66.67	​	33.33		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.

March 2018

Description	SSHA and MMHA combined figure	Target Met?	Target
% of serious anti social behaviour cases dealt with in time	100.0		100.0
% of reportees satisfied with handling of anti social behaviour	N/A	N/A	92.0

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. 

March 2018

Description	SSHA	Target Met?	MMHA	Target Met?	Target
% of repairs given an appointment	100.0		100.0		99.3
% of repairs appointments kept	99.0		100.0		99.2
% of repairs completed right first time	94.1		95.0		94.5
% satisfied with repairs service	85.3		95.0		95.4

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. 

March 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	95.7		100.0		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. 

March 2018

Description	SSHA	Target Met?	MMHA	Target Met?	Target
% of major adaptations completed within target time - quarter 4	N/A	N/A	33.3		97.9
% of minor adaptations completed within target time - quarter 4	100.0		100.0		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. 

March 2018 

Description	SSHA and MMHA Combined Figure	Target Met?	Target
% of complaints acknowledged in time	N/A		100.0
Average queue wait time (seconds)	31.5		30.0
% of calls abandoned after 1 minute	0.5		1.2

Next update due: May 2018