Key Performance Indicators

November 2018

Service charge enquiries

51.4%

Target: 40%
(Resolved first time)

Rent & service charges collected

100.1

Target: 99.8%

Income lost from void properties

0.7

Target: 0.8%

Satisfaction with their last enquiry

83.8%

Target: 92%

Spend vs budget

1.1

Target: 0.0%

Registrations for My Home Online

40.9

Target: 41.7%

  • Service Charge Enquiries Resolved 1st Time (%): In October 2018, 51.4% of service charge enquiries (56 out of 109) were resolved 1st time, putting performance ahead of target.
  • Rent & Service Charge Collected for Current & Former Tenants: In October 2018, Rent & Service Charge Collected stood at 100.1%, and is better than the 99.8% target.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living – The combined figure in October 2018 performed better than the 0.8% target at 0.7%
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in October 2018 was 83.8%, and is below the 92.0% target.
  • Spend vs. Budget: For the period April 2018 to October 2018 TCHG Group (Including Countrywise) is £175,000 or 1.1% over Budget.
  • My Home Online (MHO): At the end of October 2018 there were 40.9% of tenancies signed up to My Home Online, which is below the stage target of 41.7% but within tolerance. There were 34.4% of tenants signed up against the 36.5% stage target.

September 2018

Service charge enquiries

71.4%

Target: 40%
(Resolved first time)

Rent & service charges collected

100.3

Target: 99.8%

Income lost from void properties

0.7

Target: 0.8%

Satisfaction with their last enquiry

83.5%

Target: 92%

Spend vs budget

3.6

3.6% over budget

Registrations for My Home Online

41.6

Target: 40.5%

  • Service Charge Enquiries Resolved 1st Time (%): In September 2018, 71.4% of service charge enquiries (5 out of 7) were resolved 1st time, putting performance ahead of target.
  • Rent & Service Charge Collected for Current & Former Tenants: In September 2018, Rent & Service Charge Collected stood at 100.3%, and is better than the 99.8% target.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living – The combined figure in September 2018 was performing better than target at 0.7%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in September 2018 was 83.5%, and is below the 92.0% target.
  • Spend vs. Budget: For the period April 2018 to August 2018 TCHG Group (Including Countrywise) was 3.6% over or budget, or £400,000.
  • My Home Online (MHO):At the end of September 2018 there were 41.6% of tenancies signed up to My Home Online, which is better than the stage target of 40.5%. There were 33.8% of tenants signed up against the 35.1% stage target.

August 2018

Service charge enquiries

66.7

Target: 40%
(Resolved first time)

Rent & service charges collected

100.2

Target: 99.8%

Income lost from void properties

0.8

Target: 0.8%

Satisfaction with their last enquiry

95.5

Target: 92%

Spend vs budget

3.6

3.6% over budget

Registrations for My Home Online

39.6

Target: 39.4%

  • Service Charge Enquiries Resolved 1st Time (%): In August 2018, 66.7% of service charge enquiries (2 out of 3) were resolved 1st time, putting performance ahead of target.
  • Rent & Service Charge Collected for Current & Former Tenants: In August 2018, Rent & Service Charge Collected stood at 100.2%, and is better than the 99.8% target.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living – the combined figure in August 2018 was performing on target at 0.8%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in August 2018 was 95.5%, and is better than the 92.0% target.
  • Spend vs. Budget: For the period of April 2018 to August 2018 TCHG Group (including Countrywise) is 3.6% over budget, or £400,000.
  • My Home Online (MHO): At the end of August 2018, 39.6% of tenancies were signed up to My Home Online, which is better than the stage target of 39.4%. There were 33.1% of tenants signed up against the 33.8% stage target.

July 2018

Service charge enquiries

40

Target: 40%
(Resolved first time)

Rent & service charges collected

100.2

Target: 99.8%

Income lost from void properties

1.1

Target: 0.8%

Satisfaction with their last enquiry

88.9

Target: 92%

Spend vs budget

5.9

5.9% over budget

Registrations for My Home Online

38.9

Target: 38.3%

  • Service Charge Enquiries Resolved 1st Time (%): In July 2018, 40% of service charge enquiries (2 out of 5) were resolved 1st time, putting performance on target.
  • Rent & Service Charge Collected for Current & Former Tenants: In July 2018, Rent & Service Charge Collected stood at 100.2%, and is better than the 99.8% target.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living – the combined performance in July 2018 was behind the 0.8% target at 1.1%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in July 2018 was 88.9%, and is below the 92.0% target.
  • Spend vs. Budget: For the period of April 2018 to July 2018 TCHG Group (Including Countrywise) is £505,000 or 5.9% over budget.
  • My Home Online (MHO): At the end of July 2018,  38.9% of tenancies were signed up to My Home Online, which is better than the stage target of 38.3%. There were 32.6% of tenants signed up against the 32.5% target. These figures comprise 1,139 tenancies signed up to the old MHO platform and 2,291 signed up to the new MHO platform, with 1,173 tenants signed up to the old MHO platform and 2,352 tenants signed up to the new MHO platform.

June 2018

Service charge enquiries

22.2

Target: 50%
(Resolved first time)

Rent & service charges collected

100.3

Target: 99.8%

Income lost from void properties

1.2

Target: 0.8%

Satisfaction with their last enquiry

87.2

Target: 92%

Spend vs budget

4.4

4.4% over budget

Registrations for My Home Online

38.5

Target: 37.2%

  • Service Charge Enquiries Resolved 1st Time (%): In June 2018, 22.2% of service charge enquiries (2 out of 9) were resolved 1st time. This is behind the 50% target.
  • Rent & Service Charge Collected for Current & Former Tenants: In June 2018, Rent & Service Charge Collected stood at 100.3%, and is better than the 99.8% target.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living – the combined performance in June 2018 was behind the 0.8% target at 1.2%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in June 2018 was 87.2%, and is below the 92.0% target.
  • Spend vs. Budget: For the period April of 2018 to June 2018 TCHG Group (including Countrywise) is £276,000 or 4.4% over budget.
  • My Home Online (MHO): At the end of June 2018, 38.5% of tenancies signed up to My Home Online. This is better than the stage target of 37.2%.

May 2018

Service charge enquiries

42.9

Target: 50%
(Resolved first time)

Rent & service charges collected

100.5

Target: 99.8%

Income lost from void properties

1

Target: 0.8%

Satisfaction with their last enquiry

91

Target: 92%

Registrations for My Home Online

37.4

Target: 36.1%

  • Service Charge Enquiries Resolved 1st Time (%): In May 2018, 42.9% of service charge enquiries (6 out of 14) were resolved 1st time. This is below the 50% target.
  • Rent & Service Charge Collected for Current & Former Tenants: In May 2018 this measure improved to 100.5% and is above the 99.8% target.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living. The combined performance in May 2018 was below the 0.8% target at 1.0%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in May 2018 was 91.0%, and is below the 92.0% target, but within tolerance.
  • Spend vs. Budget: For the period of May 2018 for TCHG Group (including Countrywise), figures are unavailable at the time of this report.
  • My Home Online (MHO): At the end of May 2018, 37.4% of tenancies were signed up to My Home Online, ahead of the stage target of 36.1%.

April 2018

Service charge enquiries

22.2

Target: 50%
(Resolved first time)

Rent & service charges collected

99.9

Target: 99.8%

Income lost from void properties

1

Target: 0.8%

Satisfaction with their last enquiry

88.5

Target: 92%

Registrations for My Home Online

35

Target: 43.9%

  • Service Charge Enquiries Resolved 1st Time (%): In April 2018, 22.2% of service charge enquiries (4 out of 18) were resolved 1st time. This is below the 40% target.
  • Rent & Service Charge Collected for Current & Former Tenants: In April 2018 this measure was just above target at 99.9%.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living. The combined performance in April 2018 was just below the 0.8% target at 1.0%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in April 2018 was 90.8% and is just below the 92.0% target.
  • Spend vs. Budget: For the period of April 2018 for TCHG Group (including Countrywise), figures are unavailable at time of this report.
  • My Home Online (MHO): At the end of April 2018, 35% of tenancies were signed up to My Home Online, against a target of 43.9%.