________________________________________________________________________________________ Performancereport July2014 ________________________________________________________________________________________ Thisreport showsperf ormanceagainst 15measuresagreedwit ht heCouncil ________________________________________________________________________________________ Ascham Homes and Friday Hill and SAMS T MOs manage Walt ham Forest Council homes. AschamHomesalsomanagest heCouncil'sst at ut oryhomelessnessdut iesandchoicebased let t ings. Createinf ographics Tableofcontents Overview KPI1Percent ageof t enant ssat isf iedwit ht heoverallservice KPI2Percent ageof t enant ssat isf iedt hat t heirviewsaret akenint oaccount KPI3Percent ageof resident ssat isf iedwit hASBcase-handling KPI4Percent ageof rent collect ed KPI5Percent ageof complaint srespondedt owit hin10workingdays KPI6Percent ageof members'enquiriesrespondedt owit hin10calendardays KPI7Numberof prevent ionsachievedbyAschamHomes KPI8Averagerelet t ime(days)f orrout inevoids KPI9Percent ageof t enant ssat isf iedwit ht heirmost recent repair KPI10Percent ageof repairscomplet edwit hint imescale KPI11Percent ageof t enant ssat isf iedwit hmajorworks KPI12Percent ageof homesmeet ingt heWalt hamForest St andard KPI13Percent ageof est at einspect ionsachievingagrade"A"cleanandlit t er-f reest andard KPI14Percent ageof t enant ssat isf iedwit hest at eservices KP I15Balancebet weent hedirect cost sof deliveringservicest oresident sandbackof ﬁce cost s.ThisisannualmeasuredueinOct ober Except ionreport ,of f -t arget KPIs Createinf ographics Overview Nonemet Allmet 8/14 Indicators achieved target Createinf ographics KPI1Percentageoftenants satisfiedwiththeoveralllevel ofservice 100 Percentage 90 80 70 60 May AH13/14 Jul Sep Nov Jan Mar T arget AH14 /15 AHandT MO14 /15 Target missed Dat a is year-t o -dat e. Year-on-year direct ion of t ravel is 'Down' (Declining).TheTMOsdidnot submit dat af ort hisindicat or. This is a t elephone survey of 150 randomly select ed t enant s per mont h. Createinf ographics KPI2Percentageoftenants satisfiedthattheirviewsare takenintoaccount 100 Percentage 90 80 70 60 May AH13/14 Jul T arget Sept Nov Jan Mar AH14 /15 AHandT MO14 /15 Target narrowlymissed Dat a is year-t o -dat e. Year-on-year direct ion of t ravel is "Down" (Declining).TheTMOsdidnot submit dat af ort hisindicat or. This is a t elephone survey of 150 randomly select ed t enant s per mont h Createinf ographics KPI3Percentageofresidents satisfiedwithASBcase-handling 110 100 Percentage 90 80 70 60 May AH13/14 July Sep Nov Jan Mar T arget AH14 /15 AHandT MO14 /15 Target missed. Dat a is year-t o -dat e. Year-on-year direct ion-of t ravel is Down (declining).TheTMOshadnoclosedcasesyeart odat e. Thissurveyisbasedona100%sampleof closedasbcases. Createinf ographics KPI4Rentcollected 101 100 99 98 97 96 95 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar AH13/14 Prof iledT arget 14 /15 AH14 /15 AH&T MO14 /15 Best InLondon Target met AH13/14perf ormanceisshownf orref erence,howeveryear-on-year comparisonsshouldnot bemadeasweareusinganewcalculat ion met hodin14/15. Createinf ographics KPI5Percentageofstage1 complaintsrespondedtowithin 10workingdays 100 Percentage 90 80 70 60 May AH13/14 Jul Sep Nov Jan Mar T arget AH14 /15 AHandT MO14 /15 Perf ormanceisof f t arget . Dat a is year-t o -dat e. Year-on-year direct ion of t ravel is 'Up' (Improving). Ascham Homesrespondedt o78%ont ime. The T MOsrespondedt o 100%,2,ont ime. Createinf ographics KPI6Percentageofmembers' enquiriesrespondedtowithin 10calendardays 110 Percentage 100 90 80 70 May AH13/14 Jul Sep Nov Jan Mar T arget AH14 /15 AHandT MO14 /15 Perf ormanceisof f t arget Dat a is year-t o -dat e. Year-on-year direct ion of t ravel is Up (Improving). 91.4%,308/337,wererespondedont ime,against t he100%t arget . Createinf ographics KPI7Numberofpreventions achievedbyAschamHomes 250 200 150 100 AHT arget 257 0 216 50 AH14 /15 Target met Createinf ographics KPI8Averagerelettimes(days) forroutinevoids 28 26 Averagedays 24 22 20 18 16 May AH13/14 Jul T arget Sep Nov Jan Mar AH14 /15 AHandT MO14 /15 Best inLondon Target met byAschamHomesandt heTMOs Dat a is year-t o -dat e. Year-on-year direct ion of t ravel is 'Down' (Improving). 23daysachievedagainst t he23dayt arget Createinf ographics KPI9Percentageoftenants satisfiedwiththeirmostrecent repair 100 99 98 97 Percentage 96 95 94 93 92 91 90 May Jul Sep Nov Jan Mar AH13/14 Target AH14/15 AHandTMO14/15 BestinLondon Targetmet Dataisyear-to-date.Year-on-yeardirectionoftravelis'nochange'. Createinfographics KPI10Percentageofrepairs completedwithintimescale 101 100 99 98 97 96 95 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar AH13/14 Target AH14/15 AH&TMO14/15 BestinLondon Target(97%)metbyAschamHomesandtheTMOs Data is year-to -date. Year-on-year direction of travel is Down (declining). This is as a result of changes to the manner in which performance is reported and year-on-year comparison is not applicable. Createinfographics KPI11Percentageoftenants satisfiedwithmajorworks 100 Percentage 90 80 70 60 May AH13/14 Jul Sep Nov Jan Mar T arget AH14 /15 AHandT MO14 /15 Target met This is a post al survey of 100% of t enant s who have had major workst ot heirhome. Createinf ographics KPI12Percentageofhomes meetingtheWalthamForest standard 30 20 Q1 Q2 Q3 35 20.25 29 16 25 15 17.36 18.64 21.5 0 13 10 Q4 AHandT MO13/14 T arget 14 /15 AH14 /15 AHandT MO14 /15 Target not met Createinf ographics KPI13Percentageofestate inspectionsachievingagrade "A"cleanandlitter-free standard 101 100 99 98 97 96 95 94 93 92 Apr May Jun AH13/14 Jul Aug Sep T arget Oct Nov Dec Jan Feb Mar AH14 /15 AHandT MO14 /15 Target met byAschamHomesandt heTMOs Dat aisyear-t o-dat e.Direct ionof t ravelis"Up"(Improving). Createinf ographics KPI14Percentageoftenants satisfiedwithestateservices 100 Percentage 90 80 70 60 May AH13/14 Jul Sep Nov Jan Mar T arget AH14 /15 AHandT MO14 /15 Target met This is a 100% post al survey of resident s who receive an est at e cleaningandgroundsmaint enanceservice Createinf ographics P1Exceptionreportonoff-targetKPIs 1)%oftenantssatisfiedwiththeoveralllevelofservice. Performance83%.Target88% Year-to-date83%299/360weresatisfiedagainstthe88%target. Ofthe20narrativecommentsbydissatisfiedtenants,8relatedto failuretoachievestandards/qualityofservice/poorserviceand7 relatedtodelaysinresponding,orcomplaintsaboutthe administrativeprocess. Themajorityofthesatisfactionmeasuresaremarginallyofftarget andalthoughweareatanearlystagethisisaconcern.Weare scrutinisingtheseresultscloselyandanticipateimproved performancegoingforward. HeadofServiceMartinWierzbicki 2)%oftenantssatisfiedthattheirviewsaretakenintoaccount. 84%,219/261,ofresidentsweresatisfiedthattheirviewsare takenintoaccountinquarter1,narrowlymissingthe85%target. 3)%ofresidentssatisfiedwithasbcase-handling.Performance 81%.Target91% Year-to-date81%,21/26,weresatisfiedagainstthe91%target.We arelookingatarelativelysmallvolumeofresponsesbutwewill lookatthespecificreasonsfordissatisfactionandfollowtheseup withtheresidentsconcerned. HeadofServiceJennieAnderson Createinf ographics P2Exceptionreportonoff-targetKPIs 4)%ofcomplaintsrespondedtowithin10workingdays. Performance79%.Target95% Actionstoreducevolumesofformalcomplaintsarestartingto resultinlowernumbersmonth-on-month,weexpectthistrendto continue. ItisworthnotingthatAschamHomeshasa10workingday responsetargetwhiletheCouncilhasa20daytarget. Wehavenowimplementedtheimprovementplansforcomplaint handlingandthequalityofresponses.Theteamrestructureis nearingcompletion,processingofcomplaintsisbeingintegrated intoCustomerServicesandnewtechnologyhasimproved thetrackingofcomplaints. HeadofServiceMartinWierzbicki Createinf ographics P3Exceptionreportonoff-targetKPIs 5)%ofmember'senquiriesansweredin10calendardays. Performance91%.Target100% Year-to-date91.4%,308/337,enquirieswererespondedwithin10 calendardays.Thevolumeofmembersenquiriesisreturningto moremanageablelevelsandweanticipateimproved performancegoingforward. Theimprovementplansforcomplaintshandlingmentionedabove willhelpimprovetheresponsetomember'senquiries.Inaddition everyenquiryissenttoamemberoftheExecutiveManagement Teamforresponse. HeadofServiceMartinWierzbicki 6)%ofhomesmeetingtheWalthamForeststandard.17.36% achieved.Q1target21.5% Atthestartofeachyearweresettheassetmanagementdatabase fortheWFSfailuresthataroseintheprecedingyearandsome propertiesthathadpreviouslymetthestandardnolongerpass. ThusthenumberofpropertiespassingtheLBWFstandardwent from21.16%attheendof2013/14to15.91%,thishasincreasedto 17.36%buthasnothitthetargetof21.5%. Weareontargettoachieve35%bytheendofthefinancialyear. HeadofServiceJudithPage Createinf ographics