Key Performance Indicators

From mid-April 2019 Town and Country Housing (TCH) have been collecting satisfaction data via surveys conducted on our behalf by research company Voluntas.  Customers are given the opportunity to qualify their scoring with additional commentary, it is this information that we analyse, to identify root causes of both satisfaction and dissatisfaction, this is then used to shape our services and inform future service improvements.

June 2019

My Home Online Active Users

1,733

Rent and service charge collected

100.27

Target: 100%

Re-let times (General Needs)

19.5 days

Target: 17 days

Repair appointments kept

99.7

Target: 99.5%

Repairs completed at first visit

96.1

Target: 92%

Spend vs budget

0.2

Target: <1%

Gas Safety Compliance

100

Target: 100%

  • My Home Online Active Users: In June 2019 there were 1,733 active portal users.
  • Rent and service charge collected: The target of 100% was achieved for rent and service charge collection with 100.27% collection during June 2019.
  • Re-let times (General Needs): The average relet time in June 2019 was 19.5 days against a target of 17 days. Year to date is 21.8 days.
  • Repair appointments kept: TThe percentage of repair appointments kept during June 2019 was 99.7% against the 99.5% target. Year to date is 99.7%.
  • Repairs completed at first visit:  96.1% of repairs were completed first time against the 92% target. Year to date first time completion is 96.2%.
  • Spend vs. Budget: From the period April to June 2019 TCH spending is 0.2% or 14.5k over budget.
  • Gas Safety Compliance:  The 100% target for gas safety compliance was met for June 2019.

March 2019

Service charge enquiries

67.7

Target: 40%
(Resolved first time)

Rent & service charges collected

100

Target: 99.8%

Income lost from void properties

0.6

Target: 0.8%

Satisfaction with their last enquiry

95.1

Target: 92%

Spend vs budget

-1.5

Target: 0.0%

Registrations for My Home Online

44

Target: 47.3%

  • Service Charge Enquiries Resolved 1st Time (%): There were 62 service charge enquiries for the month with 42 resolved 1st time (67.7% against the 40% target). Year to date performance is above target at 49.4%, with 163 out of 330 enquiries resolved first time.
  • Rent & Service Charge Collected for Current & Former Tenants: Performance for the rolling 12 months to the end of March 2019 was better than target at 100.0%
  • Void Income Loss: This is a combination of the income lost from Managed General Needs, Affordable, Sheltered and Living Homes – The combined figure for the month was 0.6% with year end at 0.7%, both better than the 0.8% target. Global void loss for the Group was 0.8% with a year end of 1.1% (or £586,485).
  • Last Enquiry Satisfaction:  Satisfaction with last enquiry with TCHG for the month was 95.1%; better than the 92.0% target. Year end is below target at 89.7%.
  • Spend vs. Budget: For the period April 2018 to December 2018 TCHG Group (Including Countrywise) is £175 thousand or 0.8% under Budget.
  • My Home Online (MHO):  At the end of the month 44.0% of tenancies were signed up to My Home Online, below the stage target of 47.3%. There were 36.5% of tenants signed up against the 43.2% stage target. These figures comprise 978 tenancies signed up to the old MHO platform and 2,914 signed up to the new MHO platform, with 1,007 tenants signed up to the old MHO platform and 2,958 tenants signed up to the new MHO platform.

December 2018

Service charge enquiries

50

Target: 40%
(Resolved first time)

Rent & service charges collected

99.9

Target: 99.8%

Income lost from void properties

0.8

Target: 0.8%

Satisfaction with their last enquiry

85.3

Target: 92%

Spend vs budget

0.3

Target: 0.0%

Registrations for My Home Online

41.8

Target: 44%

  • Service Charge Enquiries Resolved 1st Time (%):In December 2018, there were 6 service charge enquiries, 3 of which were resolved 1st time (50%). This and the year to date at 43.5% are both performing better than the 40% target.
  • Rent & Service Charge Collected for Current & Former Tenants: In December 2018, Rent & Service Charge Collected stood at 99.9%.
  • Void Income Loss: This is a combination of the income lost from General Needs, Affordable, Sheltered and Living – The combined figure in December 2018 was performing to target at 0.8%.
  • Last Enquiry Satisfaction: Satisfaction with the last enquiry with TCHG in December 2018 was 85.3%, and is below the 92.0% target.
  • Spend vs. Budget:For the period April 2018 to December 2018 TCHG Group (Including Countrywise) is £60,000 or 0.3% under Budget.
  • My Home Online (MHO): At the end of December 2018 there were 41.8% of tenancies signed up to My Home Online, which is below the stage target of 44.0%. There were 35.1% of tenants signed up against the 39.2% 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.