performance

Measuring our perfomance allows you to see how our services are improving.

We measure what is most important to customers. Here you will see our latest performance figures and what we are doing to ensure we continue to improve.

We are reviewing the way we monitor and report our performance which means that the way in which we are currently reporting our performance will change. We have consulted with our Tenant Scrutiny Panel as part of this project; however we would like to know what you think?

If you have any comments about performance or ideas relating to possible measures, please email us at performance@wulvernhousing.org.uk. Alternatively you can contact us on 01270 506200

Performance for November 2009 -

Business priority Key performance indicator Description This year Last year Trend Growth Cumulative Handover of Units Total Number of Units to date (from April) handed over from Regeneration to Housing. These include all new and bought units. 12 65 Service Improvement Rent Collection (Current Month) This is the Cash Collected as a % of the rent Debit in the month N/A 97.80% Service Improvement Overall Tenant Satisfaction % Overall Satisfaction (taking everything into account) with Services Offered by Wulvern Housing Survey carried out annually Survey carried out annually Service Improvement Customer Satisfaction with Repairs and Maintenance Service Shows the % of Customers that are currently satisfied with the service in repairs and maintenance. Sample is around 100 per surveys per month, carried out by the internal Customer Services Team. 89.0% 91.0% Service Improvement End to End time for Responsive Repairs Shows the average End to End time to complete a Responsive Repair from 'call taken' to 'repair complete' by month. This Indicator is for repairs carried our by the Internal Repairs team only, that are classed as 'As Soon As Possible'. 10.1 17.4 Service Improvement AntiSocial Behaviour This is the Number of Current Live Cases which the ASB Team are dealing with. 50 76 Service Improvement Average Rent Loss through Voids Rental income lost through Void as a % of Rent Debit. N/A 2.73% Sustainability Tenancy Turnover This is the sum of all tenancies ended for the previous (moving) 12 months, over the total number of properties. 637 531 Sustainability Operational Expenditure This is the Operational Expenditure of the business, excluding Major Works in £,000's £966.000 £914.000

Year to November 2009 +

Business priority Key performance indicator This year Last year Trend Comment Growth Cumulative Handover of Units Sum of 12 Sum of 65 In November we completed 9 properties. Four x three bed houses on Henry Street and five 2 and 3 bed houses at Adlington Road. We had anticipated handover of properties at Barony Road, however this has been delayed due to service connections and is due to take place in December 2009 Service Improvement Rent Collection (Current Month) Cumulative 98.93% Cumulative 98.65% Data on rent collection for Nov is not available due to data errors in the Housing Benefit notification file received from Cheshire East. Whilst the problem has been rectified it is not possible to recreate the performance position at the previous month end. I.T have introduced more rigorous checking processes of data files which will reduce this risk in the future. Service Improvement Overall Tenant Satisfaction 92% Satisfied (Kwest Short Survey Sep'08) 77% Satisfied (Kwest STATUS Survey Jan'07) This is an excellent performance improvement of 15% in Overall Satisfaction in a 21mth period. Both Surveys were carried out by our Survey Partners Kwest. This compares very favourably with 85% for other better performing Housing Associations. Service Improvement Customer Satisfaction with Repairs and Maintenance Service 84% Satisfied (Kwest Short Survey Sep'09) 76% Satisfied (Kwest STATUS Survey Jan'07) There were 84 surveys completed this month. Out of these there was one customer that was very dissastisfied; we have spoken to the customer and resolved the issue. There were four customers fairly dissatisfied, one with the length of time it took to carry out the repair, one who hadn't fully understood what work had been carried out and two who said there was really no reason for being fairly dissatisfied Service Improvement End to End time for Responsive Repairs 11.6 20.1 The ETE for responsive repairs is continuing to reduce. There has been a slight increase in the number of our trades team working in repairs during November which has impacted on the ETE times. We anticipate that the ETE will continue to decrease in December but may increase in Jan as we see a rise in the demand after the Christmas period Service Improvement AntiSocial Behaviour 140 cases opened from Dec 08 to Dec 09 181 cases opened from Dec 07 to Dec 08 Overall levels of ASB continue to fall, reflecting improvements in our service. The team scoping excercise during December has identified further room for improvement and a thorough intervention is planned for January. This is likely to result in greater focus on how we perform against customer-focused measures Service Improvement Average Rent Loss through Voids 2.17% Rolling 12mth Average 2.66% Rolling 12mth Average Data on rent collection for Nov is not available due to data errors in the Housing Benefit notification file received from Cheshire East. Whilst the problem has been rectified it is not possible to recreate the performance position at the previous month end. I.T have introduced more rigorous checking processes of data files which will reduce this risk in the future. Sustainability Tenancy Turnover 11.43% Turnover 10.23% Turnover The actions agreed by Board are underway and we will be analysing the new reason codes as teh volume of data increases. The data for Nov terminations shows that of the 61 terminations that we pay attention to these were distributed over 40 estates (with small hot spots of terminations on Derby Docks, Brookhouse and Marshfield which are high turnover areas). Of the reasons for ending tenancies some 70% were not reasons we could influence (e.g. 11 deaths, 10 customers going into residential care/ transferring to smaller property). Of the remaining 30% of the largest single reason cited by customers was ASB followed by not liking the area or neighbourhood. The work on neighbourhoods scooping has highlighted ASB as an area of concern - there appear clear connections to tenancy turnover adn we will be working on getting greater depth of data in order to act on it Sustainability Operational Expenditure £12,364.500 £12,661.000 In the month of November, operational expenditure totalled £966K against a budget of £975K, giving a net underspend of £9K. There are no significant variances within services or across the overhead departments. Year to date operational expenditure is some £175K under budget comprised of net over spends in Estates and Repairs and Maintenance of £66K and £34K respectivly. This is offset by a net underspend across overheads of departments of £275K. The Board has recently approved a revised forecast and the November operating expenditure is in-line with the forecast

If you want to see any additional performance information, please call us on 01270 506200. We are here to help.