Operations
Report
(Public Version)
1 – 31 March 2015
Operations Report March 2015
Executive Summary
Performance
Void Loss as a % of rent debit
cumulated over a rolling 13 week
(quarter) figure
Market Rental Rent Loss due to voids
( Total market rental stock = 11 units)
Rolling 3 month figure
0.99%
£19,270.24
10.39%
£1,122.50
Target
Compliance
with target
Trend
Indicator
Managers Commentary
(12 month 1.18% £99,246.40)
1.03%
3%
General Needs
Average days to re-let a (managed)
social housing rental dwelling
General Needs
30 days
21 days
Average days to re-let a (managed)
social housing rental dwelling
Supported Housing
Housing for Older people
N/A
28 days
Supported Housing
There were no SH relets in this period.
Rent arrears of current social housing
tenants at the financial year-end as a
% of rent debit
1.32%
£111,556.04
Rent arrears of Market Rental current
tenants at the financial year-end as a
% of rent debit
0.00%
Operations Report March 2015
Penrith = 7 days
Non Penrith = 39 days
One property at Satterthwaite took 175 days to let. One
at Tebay took 49 days and another at Plumpton took 49
days. There were 3 back to back lettings in this month.
1.7%
(at the end
of the year)
1.7%
(at the end
of the year)
Performance
No of Tenants (%) reporting AntiSocial behaviour service 'Brilliant' or
'Good'
Number of tenants expressing
improvements in reported anti-social
behaviour.
ASB - % of serious case complainants
conversed with directly within 24 hours
of report.
ASB - % of routine case complainants
conversed with directly within 10
working days
Emergency repairs completed within
target
(24 hrs)
Tenant satisfaction with completed
repairs – focus on EHA
Operations Report March 2015
Brilliant &
Good
combined 96%
Brilliant - 79%
Good 17%
Brilliant &
Good
combined 100%
Brilliant - 67%
Good 33%
-
100%
Target
Compliance
with target
Trend
Indicator
Managers Commentary
24 Surveys in the last 12 months
3 surveys completed in this period.
75%
75%
100%
96%
There were no serious case complaints in this
period.
Total number of complaints in the period was 8,
all contacted within the 10 day target period.
(92 jobs issued, all on time)
100%
99%
combined
(90% very
satisfied)
98%
83 responses
90%
Performance
Tenant satisfaction with completed
repairs – focus on contractor
96%
combined
(89% very
satisfied)
Target
90%
% of non-emergency repairs
(Responsive) where an appointment is
made and kept.
94%
82%
Percentage of social housing rental
stock failing to meet Decent Homes
Standard
2.23%
90%
0%
Meeting Target:
Almost on Target:
(<10%)
Trend Improving
Trend static/
Slight change
Operations Report March 2015
Managers Commentary
90%
94%
90%
Trend
Indicator
81 responded. 72 very satisfied, 6 satisfied
% of non-emergency repairs
(Responsive) where an appointment is
made
% of repairs completed ‘right first time’
as expressed by customers.
Compliance
with target
(78 responses - 73 were offered an
appointment)
(70 responses, 66 had an appointment made &
kept)
(82 responses - 74 were completed right first
time)
This represents all 12 properties at Grisedale Croft, Alston
which are identified as non-decent by lacking Reasonably
Modern Facilities. A further 28 recently acquired
properties at Lowther Village have been identified as nondecent by the presence of severe damp and mould growth
under the HHSRS. There are a further 10 properties
where current tenants have consistently refused heating
improvements, and are therefore classed as non-decent.
Missing Target:
(=>10%)
Trend declining
Operations Report March 2015
Operations Report March 2015