Housing Performance Report 2017-18 - Mid Devon · PDF file2996 3017 3016 3008 3006 3011 3014 3014 1692 1730 1781 1835 1864 1893 1907 1907 Comments - Housing Services Manager 8 No

Print Date: 20/11/17

Housing Service Performance Report - 2017-18

Page Section BenchmarkingNew HousingMark National Club

3 Telephone Answering

4-5 Closed ComplaintsCustomer Care

6 Compliments

7 New Tenant Satisfaction

8 Tenancy Home Checks

9 Emergency Repairs Completed on Time

10 Urgent Repairs Completed on Time

11 Routine Repairs Completed on Time

12 Responsive Repairs RatiosHousing Maintenance

13 Aids and Adaptations

14 Repair Completions

15 Repairs Appointments

Repairs Expenditure 16 Responsive and Planned Expenditure

17 Decent Homes

18 Gas ServicingProviding Quality Housing

19 Re-let Times Excluding Major Voids

20 Major Voids

21 Dwelling Rent Loss Due to Voids

22 Anti-social Behaviour IncidentsAnti-social Behaviour

23 Anti-social Behaviour Satisfaction

24 Dwelling Rent Collected as a % of Dwelling Rent Owed

25 Current Dwelling Rent Arrears % of Annual Rent Debit

Income Collection 26 Former Dwelling Rent Arrears % of Annual Rent Debit

27 Dwelling Rent Written Off as a % of Annual Rent Roll

28 Tenants Paying by Direct Debit

Right to Buy 29 Right to Buy

Housing Enabling 30 Affordable Housing (Quarterly)

Homelessness 31 Homelessness Statistics (Quarterly)

20/11/2017

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Responsible ManagerHead of Housing and Property Services/Housing Services Manager

Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD

<2% 1.3% 1.6% 1.9% 1.2% 1.1% 1.3% 1.0% 2.1% 1.3% 1.0% 0.9% 1.8% 1.4%

<2% 1.6% 1.4% 1.1% 0.7% 0.6% 0.8% 0.9% 1.0%

<2% 1.5% 1.7% 1.3% 0.7% 0.7% 0.8% 1.1% 1.1%

<2% 1.9% 0.6% 0.6% 0.9% 0.4% 0.7% 0.4% 0.7%

>98% 99.4% 99.0% 99.2% 99.3% 99.1% 97.0% 98.5% 98.7% 99.0% 98.8% 99.1% 99.1% 98.9%

>98% 99.4% 98.9% 98.9% 98.8% 98.7% 99.4% 98.8% 99.0%

>98% 99.3% 98.8% 98.7% 98.5% 98.4% 99.3% 98.4% 98.7%

>98% 100.0% 100.0% 98.1% 100.0% 100.0% 100.0% 100.0% 99.7%

Comments - Building Service Manager/Housing Services Manager Comments - Building Services Manager/Housing Services Manager

2017-18

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2017-18

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% Calls Answered Within 20 Secs (Old Road)

☺2016-17

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% Calls Answered Within 20 Secs (Phoenix House)

% Calls Answered Within 20 Secs (All Services)

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3

Movement on Previous Month

YTD Performance

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% Calls Lost or Abandoned (Old Road) �

Customer Care

% Calls Lost or Abandoned (All Services)

% Calls Lost or Abandoned (Phoenix House)

2016-17

Telephone Answering

Year

No comment necessary as target for last month was reached.

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

% Calls Lost or Abandoned (All Services)

80.0%

85.0%

90.0%

95.0%

100.0%


% Calls answered within 20 seconds (All Services)


Upper Quartile >94.3% >95.5% >97.3%

Second Quartile >91.9% >86.7% >88.3%

Third Quartile <91.9% <86.7% <88.3%

Responsible Manager Lower Quartile <79.8% <73% <76.9%

Head of Housing and Property Services 98.9% 98.6% 98.6%


>98% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 88.9% 100.0% 100.0% 100.0% 100.0% 98.6%

>98% 100.0% 100.0% 100.0% 80.0% 100.0% 100.0% 100.0% 97.4%

N/A 3 2 3 5 5 8 13 39

N/A 3 2 3 4 5 8 13 38

N/A 26.7% 0.0% 25.0% 0.0% 28.6% 0.0% 50.0% 44.4% 100.0% 33.3% 14.3% 42.9% 32.4%

N/A 0.0% 0.0% 0.0% 20.0% 100.0% 37.5% 61.5% 43.6%

N/A 3 2 3 5 5 8 13 39

N/A 0 0 0 1 5 3 8 17

N/A 0 1 1 1 2 2 3 10

N/A 0 0 0 0 0 0 0 0

Comments - Building Services Manager/Housing Services Manager

MDDC

Q4 14-15 Q4 15-16 Q4 16-17


Closed Complaints

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Customer Care

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YTD Performance

�2016-17

Year

% Stage One Complaints Responded to On Time

2017-18

% Stage One Complaints Upheld

No. Stage One Complaints Closed

No. Stage One Complaints Completed On Time

2017-18No. Stage One Complaints Closed

2016-17

No. Stage One Complaints Upheld

No. Stage Two Complaints Closed

No. Ombudsman Complaints Closed

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2017-18

2017-18


0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Stage One Complaints Upheld

0

4

8

12

16

20


No. Stage One Complaints

Responsible ManagerHead of Housing and Property Services

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD

0 0 1 0 0 1 0 2

1 0 0 0 0 0 0 1

0 0 0 0 0 0 0 0

1 1 0 3 2 2 3 12

0 0 0 0 2 0 0 2

1 0 2 2 1 5 10 21

0 1 0 0 0 0 0 1

0 0 0 0 0 0 0 0

1

Repairs and Maintenance

100.0%

0

5

Estate Service

Anti-social Behaviour

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2

Other

100.0%

100.0%

100.0%

91.7%

Closed Complaints

1

21

2

11

Lessons Learned Forms Completed

100.0%

Staff and Customer Services

0

0

Customer Care

0

0.0%

0.0%

41.7%

100.0%

0.0%

Complaints Upheld

Allocations

Tenants' Rents and Service Charges

Tenancy Management

2

5

0

47.6%10

0

0

0

5

10

15

20

25

Allo

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Ant

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Est

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Ten

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Man

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Ten

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Rep

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YTD Complaints Upheld Lessons Learned Forms Completed

Responsible ManagerHead of Housing and Property Services


1 0 0 0 0 0 0 1

0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0

1 4 0 3 2 6 5 21

1 2 2 0 0 2 0 7

0 1 0 0 0 0 1 2

Tenancy Management

Compliments

6

Estate Service


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Staff and Customer Services

Repairs and Maintenance

Customer Care

Allocations

Tenants' Rents and Service Charges

0

10

20

30

40

50

Allo

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Ant

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Est

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Ten

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No. Compliments

Upper Quartile >90.8% >91.7% >95.2%

Second Quartile >86.5% >87.2% >86%

Third Quartile <86.5% <87.2% <86%

Responsible Manager Lower Quartile <80.5% <80.6% <79.1%

Housing Services Manager 91.3% 93.9% 92%

* Data for these PIs can only be collected after 6 weeks and it will therefore always be a month behind


>85% 100.0% 100.0% 100.0% 93.8% 93.3% 100.0% 95.5% 91.7% 100.0% 100.0% 84.6% 85.7% 95.8%

>85% 100.0% 91.3% 78.6% 77.8% 75.0% 35.3% 75.8%

N/A 11 23 14 18 16 17 99

N/A 11 21 11 14 12 6 75

>97% 93.3% 90.0% 91.7% 86.7% 100.0% 100.0% 85.7% 90.9% 86.7% 84.6% 100.0% 91.7% 91.3%

>97% 100.0% 90.5% 90.9% 85.7% 91.7% 100.0% 92.0%

N/A 11 21 11 14 12 6 75

N/A 11 19 10 12 11 6 69

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New Tenant Satisfaction

YearMovement on

Previous MonthYTD Performance

☺

Customer Care

Comments - Housing Services Manager

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% Respondents Satisfied with New Tenancy*

2017-18

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No. Satisfaction Surveys Received

No. Satisfied with New Tenancy

2016-17

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No. New Tenants Surveyed for Satisfaction

No. Satisfaction Surveys Received

% Responses to New Tenant Satisfaction Survey*

2017-18

2016-17

Q1 16-17 Q1 17-18 Q2 17-18

MDDC

The Neighbourhood teams have been very short-staffed in recent months due to a combination of sickness issues and unfilled vacancies. This has contributed to the low level of activity in relation to this performance indicator. Officers are monitored to ensure that they do what is required and I am certain that performance will therefore pick up. On a more positive note, satisfaction levels were recorded as a 100%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


% Responses to New Tenants Satisfaction Survey

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%


% Respondents Satisfied with New Tenancy

Responsible ManagerHousing Services Manager


61.7% 63.3% 65.0% 66.7% 68.3% 70.0% 71.7% 73.3% 75.0% 76.7% 78.3% 80.0% 80.0%

56.5% 57.3% 59.1% 61.0% 62.0% 62.9% 63.3% 63.3%

2996 3017 3016 3008 3006 3011 3014 3014

1692 1730 1781 1835 1864 1893 1907 1907


8

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No. Tenancies

No. Total Tenancy Home Checks Completed

2017-18

Customer Care Ho

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YearMovement on

Previous MonthYTD Performance

% Cumulative Tenancy Home Checks Completed

Target

The low level of visits reflects the fact that there have been staffing issues in recent weeks which means that other work has been prioritised.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Tenancy Home Checks

Responsible ManagerRepairs Manager


>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 98.8% 100.0% 100.0% 100.0% 100.0% 100.0% 99.9%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 88 52 50 40 29 33 46 338

N/A 88 52 50 40 29 33 46 338

Comments - Buildings Services Manager

Housing MaintenanceEmergency Repairs Completed on Time

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Year

2016-17

% Emergency Repairs Completed on Time

2017-18No. Emergency Repairs

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No. Emergency Repairs Completed on Time

YTD Performance

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84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Emergency Repairs Completed on Time

0

25

50

75

100

125

150

175

200

225

250


No. Emergency Repairs

Responsible Manager


>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.1% 100.0% 100.0% 100.0% 99.9%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 100 102 105 84 67 95 92 645

N/A 100 102 105 84 67 95 92 645

10

YTD Performance

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No. Urgent Repairs Completed on Time

% Urgent Repairs Completed on Time

No. Urgent Repairs

Housing MaintenanceUrgent Repairs Completed on Time

2017-18

Year

2016-17

Repairs Manager


84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Urgent Repairs Completed on Time

0

25

50

75

100

125

150

175

200

225

250


No. Urgent Repairs

Responsible Manager


>100% 99.7% 100.0% 100.0% 99.4% 100.0% 99.7% 99.3% 99.7% 100.0% 100.0% 100.0% 99.5% 99.8%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 307 313 327 350 262 279 278 2116

N/A 307 313 327 350 262 279 278 2116

Year YTD Performance

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Routine Repairs Completed on Time

Repairs Manager

No. Routine Repairs Completed on Time

% Routine Repairs Completed on Time

2016-17

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2017-18No. Routine Repairs

11


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Housing Maintenance


84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Routine Repairs Completed on Time

0

100

200

300

400

500

600


No. Routine Repairs

Responsible Manager


<10% 11.0% 7.1% 10.8% 7.4% 12.2% 10.0% 12.0% 11.4% 13.0% 13.9% 8.7% 9.1% 10.5%

<10% 13.5% 7.1% 7.8% 6.0% 5.3% 5.2% 7.1% 7.5%

<20% 11.7% 15.6% 13.7% 14.2% 14.4% 13.7% 15.1% 13.8% 18.0% 17.4% 14.0% 16.3% 14.8%

<20% 15.3% 14.0% 16.4% 12.5% 12.3% 14.8% 14.3% 14.3%

>70% 77.4% 77.4% 75.5% 78.4% 73.4% 76.3% 73.0% 74.8% 69.0% 68.7% 77.3% 74.6% 74.8%

>70% 71.2% 78.9% 75.7% 81.5% 82.4% 80.0% 78.6% 78.3%

YTD Performance

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% Routine Repairs Undertaken

2017-18

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% Emergency Repairs Undertaken

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% Urgent Repairs Undertaken

2016-17

Housing Maintenance

2016-17

Repairs Manager

2016-17

Responsive Repairs Ratios

2017-18

2017-18

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% Emergency Repairs Undertaken

8%

% Urgent Repairs Undertaken

14%


78%

Responsive Repairs Ratios YTD

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%



% Emergency Repairs Undertaken % Urgent Repairs Undertaken


Responsible Manager


>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.6%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 23 30 27 22 17 19 17 155

N/A 23 30 27 22 17 19 17 155

13

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YTD Performance


Repairs Manager

Year

2016-17

No. Aids and Adaptations

No. Aids and Adaptations Completed on Time

% Minor Aids and Adaptations Completed on Time

2017-18

Housing MaintenanceAids and Adaptations


60.0%

65.0%

70.0%

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%


% Minor Aids and Adaptations Completed on Time

0

10

20

30

40

50

60

70


No. Aids and Adaptations

Upper Quartile >96% >96.4% >96.1% >95.6% >96.2%

Second Quartile >92.5% >92% >92% >92% >92.8%

Third Quartile <92.5% <92% <92% <92% <92.8%

Responsible Manager Lower Quartile <86.7% <86.5% <86.1% <86.2% <87.9%

98.2% 98.5% 98.7% 99.9% 99.8%


>100% 98.6% 98.9% 98.8% 98.3% 96.7% 97.3% 99.4% 99.0% 99.1% 99.4% 98.9% 99.3% 98.7%

>100% 99.8% 99.8% 100.0% 100.0% 99.7% 99.7% 98.8% 99.7%

N/A 430 442 466 470 347 392 429 2976

N/A 429 441 466 470 346 391 424 2967

Housing Maintenance


2017-18No. Repairs Capable of First Time Completion

No. Repairs Completed First Time

Year

2016-17

% Repairs Completed at First Visit

Repair Completions

Repairs Manager

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YTD Performance

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Q2 17-18Q4 16-17 Q1 17-18Q2 16-17 Q3 16-17

MDDC

An analysis of the results would indicate that only one of the five failures could have been avoided. This related to an incorrect valve being booked for a job

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Repairs Completed First Time

0

200

400

600

800

1000


No. Repairs Completed First Time

Responsible Manager


>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.7% 99.5% 100.0% 99.9%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 322 348 355 336 262 309 286 2218

N/A 322 348 355 336 262 309 286 2218

Housing Maintenance

YTD PerformanceMovement on

Previous Month

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% Appointments Kept

No. Appointments Made

Year

2016-17

Repairs Appointments

Repairs Manager

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No. Appointments Kept

2017-18


84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%


% Appointments Kept

0

100

200

300

400

500

600

700

800

900

1000


No. Appointments Kept


Year Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD

2016-17 <30% -26.8% 31.3% 47.8% 15.3% 19.2% 7.8% 23.3% 16.2% 21.1% 37.9% 15.3% 37.2% 24.8%

<30% 205.3% 17.1% 21.2% 36.9% 13.4% 26.1% 31.7% 29.4%

N/A £255,875 £129,512 £110,195 £108,143 £85,532 £100,292 £132,085 £921,634

N/A £1,522,070 £1,522,070 £1,522,070 £1,522,070 £1,522,070 £1,522,070 £1,522,070 £1,522,070

2016-17 >70% 126.8% 68.7% 52.2% 84.7% 80.8% 92.2% 76.7% 83.8% 78.9% 62.1% 84.7% 62.8% 75.2%

>70% -105.3% 82.9% 78.8% 63.1% 86.6% 73.9% 68.3% 70.6%

N/A -£131,224 £626,143 £408,732 £185,059 £551,621 £283,841 £284,628 £2,208,800

N/A £4,242,250 £4,242,250 £4,242,250 £4,242,250 £4,242,250 £4,242,250 £4,242,250 £4,242,250

NOTE: The effect of accounting adjustments distort the figures for the first few months of each financial year.

16

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Responsive Repairs Spend

☺

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2017-18

Annual Responsive Budget

2017-18

Annual Planned Budget

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YTD Performance

% Spent on Responsive Repairs☺


Planned Maintenance Spend

% Spent on Planned Maintenance

No comment as year to date targets met.

-£1,000,000

£0

£1,000,000

£2,000,000

£3,000,000



Responsive Repairs Spend Planned Maintenance Spend

29.4%

70.6%

Responsible ManagerBuilding Surveyor


>100% 99.9% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

>100% 99.9% 99.9% 100.0% 99.9% 100.0% 100.0% 100.0% 100.0%

N/A 3026 3023 3020 3018 3015 3014 3012 3012

N/A 2927 2923 2923 2918 2919 2918 2916 2916

N/A 2 2 1 2 1 1 1 1

N/A 97 98 96 98 95 95 95 95No. Properties Non-decent Without Access

2016-17

Decent Homes

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No. Decent Properties

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2017-18

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Year YTD Performance

Providing Quality Housing

No. Properties


2017-18

No. Non-decent Properties With Access 2017-18

% Properties that are Decent

We currently have one property that has fallen into the non decent category with access. The loft insulation requires upgrading and this has been scheduled in for completion prior 31 March 2018.

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%


% Properties that are decent

Upper Quartile <100% <100% <100%

Second Quartile <100% <100% <100%

Third Quartile <99.9% <99.9% <99.9%


Gas Database Administrator MDDC 286 294 245


>100% 99.8% 99.7% 99.9% 99.8% 99.8% 99.9% 99.6% 99.9% 99.9% 99.9% 99.9% 99.8% 99.8%

>100% 99.9% 99.6% 99.8% 99.8% 99.9% 99.9% 99.8% 99.8%

N/A 2206 2235 2232 2232 2230 2230 2227 2227

N/A 2205 2227 2229 2228 2229 2228 2223 2223

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Gas Servicing


YTD Performance

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2016-17

Comments - Gas Database Administrator

% Dwellings with a Valid Gas Certificate

No. Dwellings Requiring a Valid Gas Certificate

No. Dwellings With a Valid Gas Certificate

2017-18

Q4 14-15 Q4 15-16 Q4 16-17

Year

2 roperties have Notice for Possession orders and/or are abandoned, so delaying access to cap the internal gas meter.1 property is at the injunction stage1 Property is to be issued with a Letter Before Action

All expired properties are the result of tenant rather than contractor issues.

95.0%

96.0%

97.0%

98.0%

99.0%

100.0%


% Dwellings with a Valid Gas Certificate

Upper Quartile <20 <18.99 <18.16 <18.6 <18.96

Second Quartile <25.5 <25.32 <24.24 <24.84 <24.47

Third Quartile >25.5 >25.32 >24.24 >24.84 >24.47

Responsible Manager Lower Quartile >34.13 >34 >34.05 >36.05 >34.62

Allocations Team Leader/Repairs Manager MDDC 17.01 16.15 15.50 16.13 16.60


<17 22 17 16 17 16 16 12 16 16 15 11 14 16

<16 14 14 17 12 13 17 15 14

N/A 2.29 1.52 3.00 1.54 1.47 1.63 1.56 1.76

N/A 11.71 12.29 13.92 10.31 11.13 15.00 13.22 12.61

N/A 7 21 12 13 15 16 18 102

☺

YTD Performance

�

2017-18No. Void Properties Re-let

2017-18

�

Time with Housing Needs

Time with Repairs

☺


Year

Q4 16-17 Q1 17-18Q2 16-17 Q3 16-17 Ho

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Comments - Housing Options Manager

Providing Quality HousingRe-let Times Excluding Major Voids

Average Days to Re-let Local Authority Housing

2016-17

Q2 17-18

Comment not necessary as target for last month reached

0

5

10

15

20

25

30


Average Days to Re-let Local Authority Housing

0

5

10

15

20

25

30


No. Void Properties Re-let

Comment not necessary as target for last month reached

Major Voids



N/A 7 5 5 6 5 4 5 6 4 5 5 1 58

N/A 4 6 4 7 5 3 4 0

N/A 146 268 230 280 234 134 166 0

N/A 8 6 10 8 6 4 6

N/A 48 40 50 51 47 36 51 33 43 29 33 46 46

<40 39 47 59 42 47 47 44 44

N/A £18,705 £18,241 £14,112 £20,813 £6,181 £22,237 £16,022 £116,311

N/A £28,947 £37,577 £33,889 £51,032 £34,609 £33,854 £40,532 £260,440

N/A £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0

N/A £7,237 £6,263 £8,472 £7,290 £6,922 £11,285 £10,133 £7,892

20

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Year

�

�

2017-18

YTD Performance

�

Deferred Maintenance Costs


No. Days with Repairs

Average Repair Days per Void

Total Cost of Repairs

�

No. Major Voids

2017-18

Average Cost of Repairs

Outstanding Major Voids

2016-17

2016-17

�

2017-18

�

2017-18

2016-17

�2017-18

The team are struggling to meet the required target for this category and are reporting a figure YTD 4 days over target. I envisage that the performance in this area will remain at this level for the second half of the year.

0

2

4

6

8

10


No. Major Voids

0

20

40

60

80

100


Average Repair Days per Major Void

Upper Quartile >0.54% >0.56% >0.55% >0.55% >0.58%

Dwelling Rent Loss Due to Voids Second Quartile >0.85% >0.85% >0.8% >0.89% >0.9%

Third Quartile <0.85% <0.85% <0.8% <0.89% <0.9%

Responsible Manager Lower Quartile <1.35% <1.26% <1.24% <1.35% <1.41%

Repairs Manager 0.62% 0.57% 0.53% 0.5% 0.52%

Target Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2016-17 0.70% 0.70% 0.69% 0.66% 0.63% 0.62% 0.60% 0.59% 0.57% 0.55% 0.53% 0.53%

0.44% 0.51% 0.50% 0.51% 0.51% 0.51% 0.50%

£1,042,721 £2,084,276 £3,124,976 £4,161,114 £5,722,860 £7,020,799 £8,058,907

£4,551 £10,623 £15,646 £21,346 £29,196 £36,038 £40,061


21

�

�

�

2017-18

% Rent Loss Due to Void

Rent Due to Date

Rent Loss Due to Voids

MDDC

Ho

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Q2 16-17 Q3 16-17 Q4 16-17 Q1 17-18 Q2 17-18

�

£0

£10,000

£20,000

£30,000

£40,000

£50,000

£60,000

£70,000

£80,000


Rent Loss Due to Void

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%


Rent Loss Due to Void

Upper Quartile >105.25 >95.5 >104

Second Quartile >247.5 >263 >272

Third Quartile <247.5 <263 <272

Responsible Manager Lower Quartile <609 <655 <637

Housing Services Manager MDDC 131 54 82


N/A 12 20 18 16 14 8 14 102

N/A 44 63 73 87 97 95 78 78

N/A 9 1 8 2 4 6 2 32

>92% 100.0% 100.0% 100.0% 100.0% 100.0% 83.3% 100.0% 96.9%

N/A 9 1 8 2 4 5 2 31


No. Closed Resolved ASB Incidents

22

Anti-social Behaviour Ho

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Q4 16-17

YTD Performance

Q4 14-15 Q4 15-16

☺

No. New ASB Instances in period

No. Live ASB Incidents

No. Closed Incident

% Closed Anti-social Behaviour Incidents Resolved �

No comment necessary as target for previous month reached.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Closed Anti-social Behaviour Cases Resolved

0

5

10

15

20

25

30


No. New ASB Instances in period

Upper Quartile >90.7% >92.1% >93.3%

Second Quartile >80% >82.2% >85%

Third Quartile <80% <82.2% <85%


Housing Services Manager MDDC 78.6% 54.6% 86.6%


>90% 0.0% 100.0% 0.0% 40.0% 20.0% 0.0% 0.0% 100.0% 0.0% 75.0% 50.0% 41.7% 36.5%

>90% 0.0% 0.0% 25.0% 50.0% 0.0% 0.0% 0.0% 15.3%

N/A 1 0 4 2 2 4 0 13

N/A 0 0 1 1 0 0 0 2

>95% 0.0% 100.0% 0.0% 100.0% 100.0% 0.0% 0.0% 100.0% 0.0% 66.7% 50.0% 100.0% 86.6%

>95% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%

N/A 0 0 1 1 0 0 0 2

N/A 0 0 0 0 0 0 0 0

Anti-social Behaviour Satisfaction

No. Anti-social Behaviour Survey's Returned

2017-18

�



No. Anti-social Behaviour Surveys Sent Out

No. Anti-social Behaviour Surveys Returned

% Responses to Anti-social Behaviour Satisfaction Survey

No. Respondents Satisfied with Way the Complaint was Dealt With

�

Year

% Respondents Satisfied with Action Taken�

Q4 16-17Q4 15-16

2017-18

2016-17

2016-17

Q4 14-15

�


23

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YTD Performance

� �

No comment required as no surveys sent out during the month.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Respondents Satisfied with Action Taken 2017-18

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%


% Responses to Anti-social Behaviour Satisfaction Survey 2017-18

Dwelling Rent Collected as a % of Dwelling Rent Owed



>100% 95.52% 96.76% 97.31% 97.77% 99.76% 99.56% 99.66% 99.67% 100.52% 100.05% 100.08% 100.18%

>100% 93.76% 95.18% 96.25% 96.87% 99.14% 98.73% 99.08%

N/A £1,038,171 £2,073,653 £3,109,330 £4,139,768 £5,693,664 £6,984,761 £8,018,846

N/A £973,422 £1,973,634 £2,992,735 £4,010,037 £5,644,462 £6,895,904 £7,945,441

Ho

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24


YTD Performance

��

Income Collection

� ☺


Rent Due to Date

% Rent Collected

Total Rent Collected

Although outside target, there was an improvement on the position in the previous month which reflects the fact that despite staffing issues, the Neighbourhood teams have been giving priority to income collection.

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

101.00%

102.00%

103.00%

104.00%

105.00%

106.00%

107.00%

108.00%

109.00%

110.00%


% Rent Collected as a Portion of Rent Due

Upper Quartile <2.03% <1.99% <1.88% <1.98% <2%

Current Dwelling Rent Arrears % of Annual Rent Debit Second Quartile <2.96% <2.78% <2.63% <2.77% <2.9%

Third Quartile >2.96% >2.78% >2.63% >2.77% >2.9%

Responsible Manager Lower Quartile >4.04% >3.87% >3.66% >3.8% >3.62%

Housing Services Manager MDDC 1.02% 0.7% 0.6% 1.16% 1.3%


<1% 0.88% 1.00% 1.04% 1.08% 1.05% 1.02% 1.00% 1.00% 0.70% 0.95% 0.94% 0.60%

<1% 0.93% 1.06% 1.16% 1.30% 1.26% 1.30% 1.17%

N/A £12,458,046 £12,441,917 £12,437,321 £12,419,305 £12,422,539 £12,417,352 £12,416,278

N/A £116,459 £132,301 £144,028 £161,608 £156,093 £161,083 £144,959

25

�

YTD Performance

Q1 17-18Q2 16-17 Q3 16-17


Q2 17-18

Annual Rent Debit

�

% Current Arrears

Ho

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Current Rent Arrears

Income Collection Q4 16-17

Although outside target, performance improved when compared to the previous month and it still compares favourably with that of other housing providers.

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%


% Current Tenant Rent Arrears as a Portion of Annual Rent Debit

Upper Quartile <0.72% <0.74% <0.71% <0.78% <0.92%

Former Dwelling Rent Arrears % of Annual Rent Debit Second Quartile <1.22% <1.23% <1.15% <1.21% <1.42%

Third Quartile >1.22% >1.23% >1.15% >1.21% >1.42%

Responsible Manager Lower Quartile >1.92% >1.87% >1.81% >1.94% >1.99%

Housing Services Manager MDDC 0.45% 0.39% 0.3% 0.33% 0.5%


<0.5% 0.42% 0.42% 0.46% 0.47% 0.43% 0.45% 0.41% 0.42% 0.39% 0.34% 0.36% 0.30%

<0.5% 0.31% 0.33% 0.33% 0.35% 0.40% 0.50% 0.56%

N/A £12,458,046 £12,441,917 £12,437,321 £12,419,305 £12,422,539 £12,417,352 £12,416,278

N/A £38,591 £41,633 £41,526 £43,280 £49,669 £62,504 £70,127

Q2 17-18Q4 16-17

26

�


YTD Performance

� ☺

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Q1 17-18Q2 16-17 Q3 16-17


Annual Rent Debit

�

Former Rent Arrears

% Former Arrears

Income Collection

Staffing issues have impacted upon the ability of the team to submit cases for write off.

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%


% Former Tenant Rents Arrears as a Portion of Annual Rent Debit

Upper Quartile <0.22% <0.23% <0.24%

Dwelling Rent Written Off as a % of Annual Rent Roll Second Quartile <0.41% <0.41% <0.44%

Third Quartile >0.41% >0.41% >0.44%

Responsible Manager Lower Quartile >0.65% >0.69% >0.67%

Housing Services Manager MDDC 0.34% 0.27% 0.32%


<0.36% 0.00% 0.00% 0.01% 0.02% 0.07% 0.07% 0.14% 0.14% 0.21% 0.24% 0.25% 0.32%

<0.36% 0.00% 0.00% 0.03% 0.03% 0.05% 0.05% 0.05%

N/A £12,512,657 £12,505,654 £12,499,906 £12,483,342 £12,486,239 £12,481,420 £12,478,308

N/A £0 £0 £3,687 £3,419 £6,138 £6,286 £6,286

27


YTD Performance

� ☺

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☺

Annual Rent Roll

�

Rent Written Off

% Written Off

Income Collection Q2 17-18Q4 16-17 Q1 17-18Q2 16-17 Q3 16-17

Comment not necessary as target reached for last month.

0.00%

0.05%

0.10%

0.15%

0.20%

0.25%

0.30%

0.35%

0.40%


% of Dwelling Rent Written Off as a % of Annual Rent Roll

Tenants Paying by Direct Debit



N/A 3,006 3,010 3,004 3,004 3,001 3,009 3,004

>40% 40.30% 40.80% 41.00% 41.40% 41.20% 41.10% 40.90% 41.00% 41.30% 41.30% 42.20% 41.90%

>40% 41.10% 41.90% 41.60% 41.80% 41.90% 41.90% 42.30%

N/A 2,144 2,123 2,130 2,136 2,136 2,136 2,128

N/A 882 890 887 892 894 896 900

N/A 867 874 878 874 885 889 892

60% 63.80% 63.60% 64.30% 66.50% 64.20% 64.40% 64.70% 65.60% 65.40% 66.00% 65.80% 66.90%

>60% 65.70% 66.20% 65.90% 66.00% 65.60% 66.10% 66.70%

N/A 866 873 872 871 876 882 882

N/A 569 578 575 575 575 583 588

28


YTD Performance

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☺

No. Rent Paying Dwelling Tenants

No. Garage Tenants Paying Rent by Direct Debit

Total No. Dwelling Tenants

Total No. Garage Tenants

No. Dwelling Tenants Paying Rent by Direct Debit

% Dwelling Tenants Paying by Direct Debit

Income Collection

% Garage Tenants Paying by Direct Debit

No. Rent Paying Garage Tenants

☺

� ☺

Comment not necessary as target reached for last month.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%


% Dwelling Tenants Who Pay Rent Paying by Direct Debit

Right to Buy



N/A 3 10 5 4 6 2 5 4 1 6 3 2 51

N/A 4 1 2 0 4 5 5 21

N/A 1 4 1 1 3 4 6 20

N/A 0 0 0 0 0 0 0 0

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

>100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

N/A 1 4 1 1 3 4 6 20

N/A 0 0 0 0 0 0 0 0

>100% 100.0% 100.0% 50.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 98.1%

>100% 100.0% 100.0% 100.0% 100.0% 0.0% 100.0% 100.0% 100.0%

N/A 1 5 1 2 0 3 4 16

N/A 0 0 0 0 0 0 0 0

N/A 2 1 0 3 5 4 2 1 2 4 1 3 28

N/A 4 3 3 2 1 0 2 15


☺

☺

�2016-17

2016-17

2017-18

29

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Ho

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YTD Performance

�


�

�

�

Year

No. Right To Buys Granted

No. Right To Buys Denied

�

% Right To Buys Processed on Time

No. Right To Buys Late

2017-18

No. Landlord Offers

No. Landlord Offers Late

Right to Buy

No. Applications

2016-17

No. Sales

% Landlord Offers Processed on Time

2017-18

2016-17

2017-18

No. Right To Buys Processed


Responsible ManagerEnabling and Business Support Manager

Target Quarter 1 Quarter 2 Quarter 3 Quarter 4 YTD

>80 16 3 8 4 31

>80 26 33 59

N/A 26 33 59

N/A 0 0 0

>80 26 33 59

N/A 26 25 51

N/A 0 8 8

Housing Enabling

30

Comments - Enabling & Business Support Manager

� �

� �

No. Affordable Homes for Shared Ownership

Ho

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En

ablin

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YTD Performance

2017-18No. Affordable Homes for Rent

Movement on Previous Quarter

Year

No. Affordable Homes Provided

No. Affordable Homes Provided

No. Affordable Homes for Urban Areas 2017-18

No. Affordable Homes for Rural Areas

�2016-17 �

Please note this figure is subject to verification, waiting for Devon and Cornwall Housing Association to confirm if they had more than 2 completed in Cullompton.

Homes for Rent 100%

Homes for Shared Ownership 0%

Ratio of Rent/Shared Ownership Affordable Homes

No. Affordable

Homes for

Urban Areas

86%

No. Affordable

Homes for Rural

Areas

14%

Ratio of Urban/Rural Affordable Homes

Responsible ManagerHousing Options Manager

Quarter 1 Quarter 2 Quarter 3 Quarter 4 YTD

39 49 58 50 196

53 40 93

40 34 45 38 157

54 36 90

18 29 18 19 84

45 24 692017-18 �

�2016-17

2017-18

�

Year

2016-17

2016-17

�

�

2017-18

31

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elessness

Comments - Housing Options Manager

�

Movement on Previous Quarter

HomelessnessHomelessness Statistics (Quarterly)

Applicant Households for Which Decision Were Taken

Homelessness Prevented by Remaining in Existing Home

Homelessness Prevented by Alternative Accommodation

Last quarter saw homeless approaches increase by 25%, with 58% increase in deposit and advance rent loans

0

10

20

30

40

50

60

70

80

Quarter 1 Quarter 2 Quarter 3 Quarter 4

Applicant Households For Which Decisions Were Taken

0

10

20

30

40

50

60

70

80

90

100


Homelessness Prevented by Remaining in Existing Home

0

10

20

30

40

50

60

70

80


Homelessness Prevented by Alternative Accommodation

Documents

Housing Performance Report 2017-18 - Mid Devon · PDF file2996 3017 3016 3008 3006 3011 3014 3014 1692 1730 1781 1835 1864 1893 1907 1907 Comments - Housing Services Manager 8 No