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06F Quarterly Reporting KPI Data Results 2017-18 (For Overview And

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06F Quarterly Reporting KPI Data Results 2017-18 (For Overview And LB of Lambeth 2017-18 Quarter 4 This report, put together by HouseMark provides information on performance indicators collected quarterly and some indicators collected annually. The report provides bar charts with trend information for your organisation and the peer group quartiles Report criteria Club Stock Size Medium - large 5,000 - 10,000, 5,000 - 7,500, 7,500 - 10,000, Large 10,000+, 10,000 - 15,000, 15,000 - 20,000, 20,000 - 25,000, 25,000 - 30,000, 30,000 - 40,000, 40,000 - 50,000, 50,000+ Location London Group Filtering Compare at organisation level Organisation Type Districts, Mets/Unitaries, London Boroughs, Housing Association (LSVT), Housing Association (Traditional), ALMOs Organisations in peer group A2Dominion Group LB of Ealing Notting Hill Housing Group Viridian Housing Barnet Homes LB of Enfield One Housing Group Wandle Housing Association Brent Housing Partnership LB of Hackney Origin Housing Group Catalyst Housing LB of Hammersmith and Fulham Peabody Group CityWest Homes LB of Harrow Phoenix Community Housing DIO Service Delivery Accommodation LB of Havering Poplar HARCA Homes for Haringey LB of Lambeth Richmond Housing Partnership Hyde Group (The) LB of Redbridge Royal Borough of Kingston upon Thames LB of Barking and Dagenham LB of Waltham Forest Southern Housing Group LB of Croydon Network Homes Sutton Housing Partnership Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Contact centre Percentage of calls answered 100.00 98.00 96.00 94.00 92.00 % 90.00 88.00 86.00 84.00 82.00 80.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Percentage of calls answered KPI Value 96.70 97.20 96.20 Upper Quartile 96.60 93.05 94.60 Median 90.60 90.20 91.60 Lower Quartile 86.53 86.83 88.20 Sample 20 18 11 Average time taken to answer inbound telephone calls (in seconds) 140.00 120.00 100.00 80.00 60.00 Number 40.00 20.00 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Average time taken to answer inbound telephone calls (in seconds) KPI Value 22.00 26.00 41.00 Upper Quartile 30.50 23.25 27.50 Median 54.00 58.00 51.00 Lower Quartile 128.00 123.75 101.50 Sample 15 18 11 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Complaints Percentage of complaints responded to within target time 120.00 100.00 80.00 % 60.00 40.00 20.00 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Percentage of complaints responded to within target time KPI Value 92.00 90.90 Upper Quartile 96.61 90.90 Median 92.00 81.62 Lower Quartile 69.93 67.50 Sample 0 18 9 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Housing management Rent collected from current and former tenants as a percentage of rent owed (excluding arrears b/f) 101.50 101.00 100.50 100.00 99.50 99.00 % 98.50 98.00 97.50 97.00 96.50 96.00 2016-17 2017-18 2017-18 2017-18 2017-18 Quarter 4 Quarter 1 Quarter 2 Quarter 3 Quarter 4 Rent collected from current and former tenants as a percentage of rent owed (excluding arrears b/f) KPI Value 100.38 99.89 Upper Quartile 100.29 100.87 100.24 99.92 Median 99.43 99.69 99.56 99.57 Lower Quartile 98.91 98.36 97.95 99.42 Sample 30 6 8 8 9 Rent collected from current and former tenants as a percentage of the rent due (including arrears b/f) 98.00 97.50 97.00 96.50 96.00 % 95.50 95.00 94.50 94.00 93.50 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Rent collected from current and former tenants as a percentage of the rent due (including arrears b/f) KPI Value 96.36 96.66 95.90 Upper Quartile 97.62 96.63 96.21 Median 96.47 96.14 95.91 Lower Quartile 95.09 94.95 95.71 Sample 24 26 8 Current tenant arrears as a percentage of the annual rent debit 6.00 5.00 4.00 % 3.00 2.00 1.00 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Current tenant arrears as a percentage of the annual rent debit KPI Value 4.08 4.55 Upper Quartile 3.04 3.80 3.27 3.29 3.89 Median 3.76 4.33 3.76 3.87 4.16 Lower Quartile 4.37 4.94 4.72 4.36 4.54 Sample 29 9 13 12 10 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Former tenant arrears as a percentage of the annual rent debit 4.50 4.00 3.50 3.00 2.50 % 2.00 1.50 1.00 0.50 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Former tenant arrears as a percentage of the annual rent debit KPI Value 1.29 1.57 Upper Quartile 1.22 1.76 1.93 1.58 1.40 Median 1.60 2.34 2.25 2.02 1.61 Lower Quartile 2.45 4.15 3.13 2.68 3.30 Sample 28 9 13 12 10 Current and former tenant arrears as a percentage of the annual rent debit 10.00 9.00 8.00 7.00 6.00 % 5.00 4.00 3.00 2.00 1.00 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Current and former tenant arrears as a percentage of the annual rent debit KPI Value 5.38 6.11 Upper Quartile 4.44 5.78 4.92 4.99 5.34 Median 5.70 6.15 6.01 5.81 6.20 Lower Quartile 6.25 9.28 8.07 7.13 7.56 Sample 29 9 13 12 10 Rent written off as a percentage of rent due 1.00 0.90 0.80 0.70 0.60 % 0.50 0.40 0.30 0.20 0.10 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Rent written off as a percentage of rent due KPI Value 0.94 0.89 0.09 Upper Quartile 0.21 0.11 0.10 Median 0.39 0.32 0.29 Lower Quartile 0.78 0.55 0.30 Sample 27 28 9 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Percentage of rent lost through dwellings being vacant 1.80 1.60 1.40 1.20 1.00 % 0.80 0.60 0.40 0.20 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Percentage of rent lost through dwellings being vacant KPI Value 1.49 1.54 Upper Quartile 0.55 0.59 0.71 0.83 0.65 Median 0.85 0.96 0.93 0.90 0.90 Lower Quartile 1.19 1.17 1.24 1.18 1.22 Sample 31 9 10 9 10 Number of tenants evicted due to rent arrears as a percentage of all units 0.40 0.35 0.30 0.25 % 0.20 0.15 0.10 0.05 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Number of tenants evicted due to rent arrears as a percentage of all units KPI Value 0.22 0.34 0.28 Upper Quartile 0.22 0.22 0.17 Median 0.28 0.28 0.23 Lower Quartile 0.35 0.37 0.30 Sample 26 30 10 Average re-let time in days (standard re-lets) 40.00 35.00 30.00 25.00 20.00 Days 15.00 10.00 5.00 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Average re-let time in days (standard re-lets) KPI Value 24.36 21.27 Upper Quartile 22.92 20.26 20.46 20.25 24.10 Median 27.50 31.60 28.40 27.23 26.20 Lower Quartile 36.14 33.90 34.00 31.85 33.38 Sample 27 9 13 12 12 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Percentage of units re-let during the period 4.50 4.00 3.50 3.00 2.50 % 2.00 1.50 1.00 0.50 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Percentage of units re-let during the period KPI Value 4.00 3.20 Upper Quartile 3.23 0.80 1.48 2.30 2.80 Median 3.65 1.00 1.80 2.70 3.20 Lower Quartile 4.20 1.10 2.30 3.30 4.10 Sample 30 9 12 11 11 Percentage of properties vacant and available to let 0.70 0.60 0.50 0.40 % 0.30 0.20 0.10 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Percentage of properties vacant and available to let KPI Value 0.46 0.36 Upper Quartile 0.26 0.22 0.34 0.32 0.23 Median 0.45 0.40 0.40 0.47 0.36 Lower Quartile 0.64 0.41 0.53 0.53 0.42 Sample 30 9 11 9 10 Percentage of properties vacant but unavailable to let 2.50 2.00 1.50 % 1.00 0.50 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Percentage of properties vacant but unavailable to let KPI Value 0.39 0.40 Upper Quartile 0.32 0.21 0.32 0.30 0.41 Median 0.44 0.38 0.60 0.63 0.73 Lower Quartile 0.65 0.55 1.81 2.16 1.38 Sample 30 9 11 9 10 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Housing maintenance Average number of calendar days taken to complete repairs 14.00 12.00 10.00 8.00 Days 6.00 4.00 2.00 0.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Average number of calendar days taken to complete repairs KPI Value 8.09 10.93 Upper Quartile 6.58 6.07 6.71 6.35 7.72 Median 9.14 9.55 10.48 10.11 9.02 Lower Quartile 10.72 10.49 11.31 11.48 10.79 Sample 28 8 11 10 10 Satisfaction with repairs 95.00 90.00 85.00 % 80.00 75.00 70.00 2016-17 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 2017-18 Quarter 4 1 2 3 4 Satisfaction with repairs KPI Value 83.50 Upper Quartile 91.40 90.83 92.70 90.55 89.83 Median 84.90 90.10 89.50 88.70 87.05 Lower Quartile 80.60 85.88 84.75 79.00 81.63 Sample 21 8 11 10 10 Percentage of dwellings with a valid gas safety certificate 100.20 100.00 99.80 99.60 99.40 % 99.20 99.00 98.80 98.60 98.40 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Percentage of dwellings with a valid gas safety certificate KPI Value 99.06 99.86 99.46 Upper Quartile 100.00 100.00 99.98 Median 99.98 99.98 99.93 Lower Quartile 99.89 99.93 99.82 Sample 28 25 12 Quarterly reporting LB of Lambeth 2017-18 Quarter 4 Anti-social behaviour Number of new ASB cases reported 1,800.00 1,600.00 1,400.00 1,200.00 1,000.00 800.00 Number 600.00 400.00 200.00 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Number of new ASB cases reported KPI Value 1,553.00 1,487.00 1,556.00 Upper Quartile 163.75 148.00 256.50 Median 500.00 316.00 553.00 Lower Quartile 894.50 963.00 1,192.50 Sample 26 21 11 Satisfaction with ASB case handling 90.00 80.00 70.00 60.00 50.00 % 40.00 30.00 20.00 10.00 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Satisfaction with ASB case handling KPI Value 73.00 73.10 Upper Quartile 76.92 79.50 Median 73.00 74.30 Lower Quartile 64.11 64.28 Sample 9 12 6 Satisfaction with ASB case outcome 80.00 70.00 60.00 50.00 % 40.00 30.00 20.00 10.00 0.00 2015-16 Quarter 4 2016-17 Quarter 4 2017-18 Quarter 4 Satisfaction with ASB case outcome KPI Value 72.80 73.90 Upper Quartile 73.58 73.68 Median 52.00 69.80 Lower Quartile 44.48 64.25 Sample 11 10 5.
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