performance

Performance for November 2011 -

Business area Business priority TSA Standard Key performance indicator Description This month, This year This month, Last year Trend Complaints Improve Complaints received The total number of complaints received each month. This is the total number of customer complaints received this month.  5 7 Customer Access Improve Tenant Involvement & Empowerment Average Call Answered Wait Time This is the average wait time for all answered calls by Wulvern's helpdesk.  01:38 01:14 Customer Access Improve Tenant Involvement & Empowerment Number of Calls Received This is the total number of calls received by Wulvern's helpdesk.  4313 6300 Customer Access Improve Tenant Involvement & Empowerment % of Calls Abandoned This is the percentage of calls which are abandoned before being answered by Wulvern's helpdesk.  21% 18% Customer Access Improve Average number of agents available Average number of agents available to answer calls to the helpdesk. This is the average number of agents available to answer calls made to the Wulvern helpdesk.  4.02 4.8 Development and Improvement Improve Home Wulvern Gas Service This is the percentage of homes which have gas, which have a valid gas safety certificate.  99.95% 99.9% Housing Management Sustain Tenancy Tenancy Turnover - Number of Tenancies Ended This is the total number of tenancies which have ended this month.  44 36 Housing Management Sustain Tenancy Tenancy Turnover - % Tenancy Turnover This is the percentage of the number of tenancies which have ended this month.  0.85% 0.7% Housing Management Sustain Tenancy Average Duration of Tenancies Ended This is the average duration of the ended tenancies this month.  5.7 years 9.2 years Rents Improve Tenancy Monthly Rent Collection - including current arrears expressed as a % of rent due This is the percentage of rent collected against the amount due, including rent arrears.  96.1% 96.8% Repairs and Maintenance Improve Home End to End Time for Repairs This is the average number of days it takes to complete a repair, from when it was reported to when it was finished.  9.7 days 12.3 days Repairs and Maintenance Grow Home Emergency Repairs Completed This is the percentage of classified emergency repairs, which were completed or made safe within 24 hours.  100% 100% Repairs and Maintenance Improve Home Customer Satisfaction - Repairs & Maintenance This is the percentage of customers who are satisfied with Wulvern's repairs and maintenance service.  93.1% 93.1% Voids and Lettings Improve Tenancy Re-let Days Recorded This is the average number of days it takes Wulvern to re-let an empty property. This excludes empty properties that have undergone major renovations or repairs.  26 20 Voids and Lettings Improve Empty Homes Available % of properties that are empty and available for letting. % of properties that are empty and available for letting.  1.2 % 0.7% Voids and Lettings Improve Empty Homes Unavailable % of properties that are empty and unavailable for letting. % of properties that are empty and unavailable for letting.  1.0 % 1.0 %