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.

September 2020

MyHomeOnline active users

2,120

Rent and service charge collected

99.5%

Target: 100%

Re-let times (general needs)

55.9 days

Target: 17 days

Repair appointments kept

94.3

Target: 99.5%

Repairs completed at first visit

98.3

Target: 92%

Spend vs budget

-20.2

Target: <1%

Gas Safety Compliance

100

Target: 100%

  • MyHomeOnline active users: There were 2,120 individual active MyHomeOnline users in the 90 days to 30th September 2020. This compares to an average of 1,889 active users in any 90 day reporting period during 2019/20 and 2,124 active users in August.
  • Rent and service charge collected: Combined rent and service charge collection for September did not achieve target at 99.5%
  • Re-let times (general needs): The average re-let time for general needs properties was 55.9 days, not achieving the 17 day target. Year to date is 64.2 days. It is important to note that the lettings process has been heavily impacted as a result of Covid-19, with a large backlog of work and delays.
  • Repair appointments kept: The percentage of repair appointments kept during September was 94.3% against the 99.5% target. Year to date is 96.6%.
  • Repairs completed at first visit: 98.3% of repairs were completed first time against the 92% target. Year to date first time completion is 98.0%
  • Spend vs. budget: The target of <1% was achieved this month with a variance of -20.2%
  • Gas safety compliance: Gas compliance performance was target on target for September at 100%.

June 2020

MyHomeOnline active users

2,086

Rent and service charge collected

99.5

Target: 100%

Re-let times (general needs)

74.3 days

Target: 17 days

Repair appointments kept

100

Target: 99.5%

Repairs completed at first visit

98.3

Target: 92%

Spend vs budget

-32.6

Target: <1%

Gas Safety Compliance

99.99

Target: 100%

  • MyHomeOnline active users: There were 2,086 individual active MyHomeOnline users in the 90 days to 30th June 2020. This compares to an average of 1,889 active users in any 90 day reporting period during 2019/20 and 2,103 active users in May.
  • Rent and service charge collected: Combined rent and service charge collection for June did not achieve target at 99.5%
  • Re-let times (general needs): The average re-let time for general needs properties was 74.3 days, not achieving the 17 day target. Year to date is 71.3 days. It is important to note that the lettings process has been heavily impacted as a result of Covid-19, with a large backlog of work and delays.
  • Repair appointments kept: The year to date percentage of appointments kept as at June 2020 is 99.7% against the 99.7% target.
  • Repairs completed at first visit: The year to date performance for first time completion as at 97.7% as at June 2020 against the 92% target.
  • Spend vs. budget: The target of <1% was achieved this month with a variance of -32.6%
  • Gas safety compliance: Gas compliance performance was marginally below target for June at 99.99%. The outstanding inspection has since been completed to ensure 100% compliance.

March 2020

MyHomeOnline active users

2140

Rent and service charge collected

99.99

Target: 99.9%

Re-let times (general needs)

15.6 days

Target: 17 days

Repair appointments kept

99.7

Target: 99.5%

Repairs completed at first visit

95.6

Target: 92%

Spend vs budget

-2.8

Target: <1%

Gas Safety Compliance

100

Target: 100%

  • MyHomeOnline active users: There were 2,140 individual active MyHomeOnline users in the 90 days to 31st March 2020. This compares to an average of 1,590 active users in any 90 day reporting period during 2018/19 and 2,024 active users in February.
  • Rent and service charge collected: Combined rent and service charge collection for March was achieved against the target at 99.9%
  • Re-let times (general needs): The average re-let time for general needs properties was 15.6 days, achieving the 17 day target. Year to date is 17.5 days.
  • Repair appointments kept: The percentage of repair appointments kept during March was 99.7% against the 99.5% target. Year to date is 99.5%.
  • Repairs completed at first visit: 95.6% of repairs were completed first time against the 92% target. Year to date first time completion is 96.3%.
  • Spend vs. budget: The target of <1% was not achieved this month with a variance of 2.8%.
  • Gas safety compliance: The 100% target for gas safety compliance was met for March 2020.

December 2019

MyHomeOnline active users

1,942

Rent and service charge collected

99.86

Target: 99.9%

Re-let times (general needs)

16.3 days

Target: 17 days

Repair appointments kept

100

Target: 99.5%

Repairs completed at first visit

99.2

Target: 92%

Spend vs budget

-2.5

Target: <1%

Gas Safety Compliance

100

Target: 100%

  • MyHomeOnline active users: There were 1,942 individual active MyHomeOnline users in the 90 days to 31st December 2019. This compares to an average of
    1,590 active users in any 90 day reporting period during 2018/19 and 1,956 active users in November 2019.
  • Rent and service charge collected: Combined rent and service charge collection for December achieved target at 99.9%
  • Re-let times (general needs): The average re-let time for general needs properties was 16.3 days, achieving the 17 day target. Year to date is 17.6 days.
  • Repair appointments kept: The percentage of repair appointments kept during December was 100% against the 99.5% target. Year to date is 99.6%.
  • Repairs completed at first visit: 99.2% of repairs were completed first time against the 92% target. Year to date first time completion is 96%.
  • Spend vs. budget: The target of 0% has been achieved this month with a variance of -2.5%.
  • Gas safety compliance: The 100% target for gas safety compliance was met for December 2019.