Key Performance Indicators

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 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 there were 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 May 2018 TCHG Group (including Countrywise), figures unavailable at time of this report.
  • My Home Online (MHO): At the end of May 2018 there were 37.4% of tenancies 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 April 2018 TCHG Group (including Countrywise), figures unavailable at time of this report.
  • My Home Online (MHO): At the end of April 2018 there were 35% of tenancies signed up to My Home Online, against a target of 43.9%.