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.

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.

September 2019

MyHomeOnline active users

1,879

Rent and service charge collected

101.33

Target: 100%

Re-let times (general needs)

12 days

Target: 17 days

Repair appointments kept

99

Target: 99.5%

Repairs completed at first visit

96.1

Target: 92%

Spend vs budget

-4.1

Target: <1%

Gas safety compliance

100

Target: 100%

  • MyHomeOnline active users: In September there were 1,879 active portal users.
  • Rent and service charge collected: The 100% target was achieved with 101.33% collection during September.
  • Re-let times (general needs): The average re-let time in September for general needs properties was 12 days, achieving the 17 day target. Year to date is 18.4 days.
  • Repair appointments kept: The percentage of repair appointments kept during September was 99.0% against the 99.5% target. Year to date is 99.4%.
  • Repairs completed at first visit: 96.1% of repairs were completed first time against the 92% target. Year to date first time completion is 95.3%.
  • Spend vs. budget: The target of 0% has been achieved this month with a variance of -4.1%
  • Gas safety compliance: The 100% target for gas safety compliance was met for September 2019.

June 2019

MyHomeOnline 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%

  • MyHomeOnline 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: The 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 and 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 and service charge collected for current and 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 and service charge collected for current and former tenants: In December 2018, rent and 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.
  • MyHomeOnline (MHO): At the end of December 2018 there were 41.8% of tenancies signed up to MyHomeOnline, which is below the stage target of 44.0%. There were 35.1% of tenants signed up against the 39.2% stage target.