Performance Digest - December 2016 1. Rent Collected In ... · Management 95.8% 5 95.95% 96.6% 96.8% 96.4% 96.3% 96.1% 95.7% 96.3% 96.2% 95.8% b Performance Digest - December 2016

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

Position Out of

Angell Town 99.0% 7 8 98.9% 97.1% 101.4% 100.5% 99.9% 100.0% 98.9% 99.5% 99.3% 99.2%

Blenheim Gardens 5 8 100.2% 100.4% 100.2% 100.7% 100.3% 100.6% 99.7% 100.7% 99.8% 99.6%

CETRA 2 8 100.0% 99.9% 100.5% 100.6% 100.7% 99.9% 101.1% 101.2% 100.8% 100.1%

Cottington Close 3 8 100.1% 99.2% 103.2% 101.6% 100.9% 100.5% 99.8% 100.7% 100.6% 100.0%

Cowley 6 8 100.3% 98.0% 101.7% 99.7% 100.7% 100.3% 99.9% 100.0% 100.1% 99.3%

Holland Rise Not TMO Not TMO 97.3% 104.0% 104.8% 106.0% 103.6% 103.9% 103.2% 102.6% 102.5% 101.7%

Loughborough 8 8 99.1% 102.2% 101.9% 100.0% 100.0% 100.2% 99.3% 100.0% 99.7% 98.8%

Roupell Park 4 8 99.6% 101.7% 101.5% 99.4% 100.0% 101.1% 99.9% 101.2% 100.5% 99.7%

Waltham Estate 5 8 100.0% 101.7% 100.7% 100.1% 99.4% 99.8% 99.4% 99.3% 99.8% 99.6% 99.6%

Wellington Mills Co-op 1 8 101.7% 97.5% 107.6% 105.2% 106.50% 112.0% 110.5% 110.3% 109.5% 105.4%

Lambeth Housing

Management99.0%

4 99.5% 100.3% 100.7% 100.2% 100.1% 100.2% 99.6% 100.5% 100.2% 99.7%


Position Out of

Angell Town 95.8% 6 9 95.0% 92.5% 96.3% 95.63% 95.07% 94.97% 94.10% 94.54% 94.50% 94.35%


CETRA 1 9 98.3% 98.7% 99.4% 99.34% 99.37% 98.65% 99.73% 99.67% 99.31% 98.85%


Cowley 3 9 98.5% 96.5% 99.9% 98.03% 98.90% 98.61% 98.28% 98.25% 98.38% 97.96%

Holland Rise Not TMO Not TMO 94.9% 98.4% 98.7% 100.06% 97.99% 97.78% 97.14% 96.48% 96.54% 96.12%

Loughborough 9 9 92.4% 95.2% 94.7% 92.91% 92.78% 92.77% 92.05% 92.53% 92.25% 91.63%

Roupell Park 4 9 96.6% 98.6% 98.1% 96.34% 96.88% 97.63% 96.73% 97.62% 97.03% 96.45%

Waltham Estate 7 9 93.1% 95.6% 94.4% 94.02% 93.6% 93.73% 93.60% 93.32% 93.71% 93.61% 93.6%

Wellington Mills Co-op 8 9 N/A 84.9% 93.2% 91.00% 91.68% 95.78% 94.78% 93.96% 93.38% 91.91%

Lambeth Housing

Management95.8%

5 95.95% 96.6% 96.8% 96.4% 96.3% 96.1% 95.7% 96.3% 96.2% 95.8%

bPerformance Digest - December 2016

1. Rent Collected In Year

TARGET

Direction of

Travel

Rank

TMOs outperforming

LHM

TMOs outperforming

LHM

2. BV66a (Percentage of rents and arrears collected)

TARGET

Direction of

Travel

Rank

$2o1jco5w.xlsx Page 1

TMO

Client

TMO

Client

TMO

ClientTMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

CETRAThe TMO is hitting this target.

Performance notes - Rent Collection

Angell Town

Blenheim Gardens The TMO is hitting this target.

*For Decembers Outturn all TMO's saw downward trend so need to be more proactive to catch up and in some cases ensure target is met at the end of year*

*Please note rent collection figures are skewed in the first few weeks of each financial year, since they only relate to a short period of time, and do not properly represent payments

from monthly payers.*

Discussed performance at last liaison meeting 19/1/17. AT now producing fortnightly report which manager is monitoring for cases above £500 and actions taken. 4 large arrears cases

where legal action being processed. This is priority for AT and client team hope to see improvement in performance by the end of the year.

There are a few high arrears cases that are still pending in court which are impacting on rent arrears collection performance. However, the RMO will continue to make efforts to maximise

income collection through more personal contacts in addition to sending text messages.

Cottington Close

Cowley

Roupell Park

Holland Rise

Loughborough

TMO meeting in year target. Recent liaison meeting cancelled by LEMB so client team not able to discuss performance this month. Action plan needs to be revised by LEMB as

performance continues to fall and has not met target all year.

The TMO is hitting this target.



No comments received

Performance continues in a downward trend for the second consecutive month with performance 0.89% below target at 94.91%. Performance appeared to recover in October when

target was met but has since fallen below target. The TMO client team will continue to monitor and if performance continues in a downward trend for the third consecutive month in

January an action plan will be requested.

We are disappointed to see performance continues to decline. We are taking all the necessary actions to maximise income collection, and we hope to see a positive impact in

performance shortly.

BV66a: We are disappointed to not yet see a positive yield in our actions reflected in our performance. We are currently awaiting court action on 2 rent arrears case which is having an

negative impact on our performance data. and continue to comply with our action plan.

Waltham Estate

Wellington Mills Co-op

We completed our Christmas campaign and found that from our December’s performance to a degree it was an effective campaign. Our in-year collection only fell by 0.2% with the

outturn on our historic arrears only falling by 0.1% . This shows that the majority of our tenants continued to pay their rent during the festive period. We will be intensifying our actions

to our tenants who missed their payments and we will remind them that they will need to pay extra this month. We also continue to comply with our Action Plan.

December's performance saw a fall in the collection rate on their in-year and historic arrears indicators. The TMO Client Team will be meeting with WERMO on 1 February 2017 to see if

they are complying with their action plan and whether the action plan needs to be reviewed to reflect the need for a more intensified approach to help turn performance around.

Performance continues in a downward trend and is currently 91.91% and at a amber RAG status and 3.89% below target. Wellington Mills continue to take rent actions as per their action

plan. Two cases have been forwarded on for court action. The Client team will continue to monitor performance as per their action plan.



Position Out of

Angell Town 100.5% 2 9 115.6% NA 96.8% 96.2% 121.2% 119.6% 116.7% 116.4% 124.6% 118.4%

Blenheim Gardens 7 9 99.0% NA 110.9% 114.6% 105.4% 102.3% 103.4% 100.8% 99.0% 98.1%

CETRA 4 9 97.8% NA 68.0% 103.4% 111.3% 113.8% 113.5% 118.7% 116.3% 113.6%

Cottington Close 1 9 109.6% NA 161.2% 207.7% 182.8% 172.4% 161.6% 151.5% 140.7% 133.8%

Cowley 8 9 106.4% NA 46.6% 84.7% 97.3% 97.3% 96.3% 97.7% 100.2% 97.1%

Holland Rise Not TMO Not TMO 145.7% NA 96.5% 98.4% 103.9% 116.3% 108.2% 104.8% 107.3% 104.1%

Loughborough 6 9 127.4% NA 63.1% 99.0% 102.2% 107.8% 107.3% 105.8% 102.1% 101.1%

Roupell Park 5 9 102.0% NA 64.6% 84.1% 91.6% 97.3% 99.9% 104.6% 106.0% 104.3%

Waltham Estate 9 9 93.8% NA 73.5% 86.6% 88.7% 85.2% 83.0% 84.6% 84.5% 84.5%

Wellington Mills Co-op 3 9 107.0% NA 85.0% 99.7% 116.1% 116.5% 130.7% 127.1% 120.9% 116.3%

Lambeth Housing

Management100.5%

3 106.4% NA 89.2% 106.5% 109.2% 109.3% 112.6% 114.0% 116.2% 115.6%

TMOClient

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client The TMO is hitting this target.

CETRA

Loughborough

Holland Rise


Cottington Close

Cowley


Roupell Park



We continue to comply with our Action Plan. We did anticipate meeting the target by the end of December 2016, however, despite our strong Christmas campaign, our leaseholders

opted to prioritise buying gifts over meeting their leasehold obligation.

There was a fall in the collection rate this month, with the out-turn falling short of the target by 3.4%. The TMO Client Team will be meeting with the TMO on 27 January 2017. The aim

of the meeting is to find out if the TMO is complying with its Action Plan and assess whether the Action Plan needs to be reviewed to reflect a different approach to help meet their target

at the end of the financial year.

3. Service Charges Collected

TARGET

Direction of

travel

Rank

This month saw a continued dip in performance as expected by Blenheim. Performance is currently 98.1% and 2.4% below target and an amber RAG status. The TMO Client team will

continue to monitor. If performance continues in a downward trend a action plan will be requested.

The RMO expected a dip in performance leading to Christmas due to the volume of cases referred to legal in the last 2 months. In Blenheim Gardens there has been 3 referrals, in

Glanville Road there has been 6 referrals and in prague place there has been 2 referrals.

TMOs outperforming

LHM

Performance notes - Service Charge collection - the TMOs' performance generally has been affected by the late loading of the service charge estimates

Blenheim Gardens

Angell TownThe TMO is hitting this target.


TMO

Client

TMO

Client

Waltham Estate



We also carried out a Christmas campaign aimed at our leaseholders. Whilst there was no change in the collection rate, it indicates that leaseholders continued to pay their service

charges that month. We will ask our solicitors to push for legal action against our leaseholders who are unlikely to fully pay off their service charges by the end of the financial year.

Waltham Estate RMO's performance on their service charge indicator continues to fall below target, with the past 5 months on a red RAG status. The TMO Client Team will be meeting

with WERMO on 1 February 2017 to see if they are complying to its Action Plan and discuss what further actions are required to make sure that performance is met at year end.



Position Out of

Angell Town 97.0% 1 10 90.2% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%


CETRA 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%


Cowley 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Holland Rise 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Loughborough 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Roupell Park 1 10 85.5% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 99.9%

Waltham Estate 1 10 95.6% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Wellington Mills Co-op 1 10 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Lambeth Housing

Management90.0%

10 95.3% 97.7% 97.8% 97.4% 97.1% 98.5% 98.9% 97.7% 97.8% 99.3%

General comments

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

4. Repairs completed on time

TARGET

Direction of

travel

Rank

TMOs outperforming

LHM

Performance notes - Repairs completed on time




Cottington CloseThe TMO is hitting this target.

CowleyThe TMO is hitting this target.

Angell Town

Blenheim Gardens

The TMO is hitting this target.Roupell Park

Waltham EstateThe TMO is hitting this target.

Holland RiseThe TMO is hitting this target.

LoughboroughThe TMO is hitting this target.

Wellington Mills Co-opThe TMO is hitting this target.


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

Position Out of

Angell Town 100.0% 1 8 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%


CETRA n/a n/a 8 100.0% 100.0% 100.0% 100.0% 99.4% 99.4% 100.0% 100.0% Nov 100.0%


Cowley 1 8 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Holland Rise 1 8 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 93.3% 100.0% 100.0% 100.0%

Loughborough 8 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Roupell Park 1 8 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Waltham Estate 1 8 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%


Lambeth Housing

Management 100.0%

10 100.0% 99.4% 99.7% 100.0% 100.0% 99.9% 89.8% 99.9% 99.9% 99.9%

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMOClient

TMO

Client

TMO

Client

TMO

Client

TMO

Client


5. Percentage of Gas servicing completed within 12 months of the previous service

Direction of

travel

Rank

Communal boiler.

CETRA

Roupell Park

Performance notes - Gas services

No Gas servicing carried out. CETRA are currently getting their contractor to revisit the properties that received new boilers in January/February 2016 to bring them in line with their gas

plan which aims to have all our servicing completed by end of December.

Angell Town

TMOs outperforming

LHM

Communal boiler.




Cowley



Blenheim GardensThe TMO is hitting this target.


Holland Rise

Loughborough


Waltham Estate

Cottington Close



Position Out of

Angell Town 25 days 4 8 40.3 21.0 21.0 18.7 24.5 24.5 24.5 25.0 24.5 24.5

Blenheim Gardens 3 8 14.9 No Lets No Lets 35.0 18.7 17.5 17.5 15.4 17.5 17.5

CETRA 2 8 7.0 No Lets No Lets No Lets 14.0 14.0 14.0 12.3 12.3 12.3

Cottington Close 3 8 44.3 No Lets No Lets 28.0 28.0 28.0 28.0 28.0 17.5 17.5

Cowley 8 8 22.8 No Lets No Lets 42.0 42.0 35.0 35.0 35.0 35.0 35.0

Holland Rise 7 8 14.0 No Lets 35.0 35.0 35.0 35.0 35.0 35.0 35.0 35.0

Loughborough 1 8 20.4 No Lets 14.0 14.0 9.3 9.3 9.3 9.3 9.3 9.3

Roupell Park 5 8 25.9 28.0 28.0 28.0 26.6 25.7 23.0 23.0 32.2 31.2

Waltham Estate 7 8 42.0 28.0 42.0 42.0 42.0 42.0 35.0 35.0 35.0 35.0

Wellington Mills Co-op 6 8 No Lets No Lets 56.0 56.0 28.0 28.0 28.0 28.0 28.0 28.0

Lambeth Housing

Management20 days

4 21.7 34.8 17.1 15.9 19.1 22.2 24.5 24.5 24.0 24.0

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMOClient

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

Position Out of

Angell Town 95.0% 1 10

Blenheim Gardens 1 10

CETRA 1 10

There were no new lets this month therefore there has been no opportunity for the TMO to impact performance.

100%(64 returns) 100%(57 returns)

100% (9 returns) 100%(17 returns) 100%( 23 returns)

100% (TMO) 100% (35 returns) 100%( 17 returns)

100% (67 returns)

7. Repairs satisfaction (Quarterly)

TARGET

Direction of

travel

Rank Apr to June 16 (Qtr. 1) Jul to Sept 16 (Qtr. 2) Oct to Dec 16 (Qtr. 3) Jan to Mar 17 (Qtr. 4)

100.0%

TMOs outperforming

LHM

Wellington Mills

(2 lets)


Blenheim Gardens

(6 lets)CETRA

(4 lets)

Angell Town

(8 lets)

Loughborough

(3 lets)

Cottington Close

(2 let)Cowley

(6 lets)Holland Rise

(1 let)




Roupell Park

(10 lets)

Waltham Estate

(3 lets)



Where a property is in a void stage that is within our control, we will continue turning it around in the shortest time (59 Elstead was void and works completed on the same day). Our

current turnaround time includes the recent lets that were held back for four weeks pending a response to direct offers and for that we can not guarantee that we will meet our target at

year end. However, we will aim to do so.

There was one new let that month. 59 Elstead was void on 21 November 2016, with works starting and completed on the same day. The property was let on 12 December 2016 giving a

turnaround time of 21 days. Whilst, Roupell Park's current out-turn reflects the long turnaround of the two properties held back for direct offers by allocations, if Roupell Park continue

to relet properties within 25 days, this will help improve their average turnaround time.

*N.B Cowley figures adjusted as sheltered figures included by mistake* There were no new lets this month therefore there has been no opportunity for the TMO to impact performance.


Performance notes - Short Cycle Void turnaround time

6. Short Cycle Void Turnaround Time

Rank

TARGET

Direction of

travel


Cottington Close 1 10

Cowley 1 10

Holland Rise 1 10

Loughborough 1 10

Roupell Park 1 10

Waltham Estate 1 10

Wellington Mills Co-op 1 10

Lambeth Housing 90.0%

TMO

Client

TMO

Client

TMO

Client

TMO

ClientTMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

Position Out of



CETRA 1 10


Cowley 1 10

Holland Rise 1 10

Loughborough 1 10

Roupell Park 1 10

Waltham Estate 1 10


TMO

Client

TMO

Client

100% (3 Meetings) 100% (2 Meetings) 100% (3 Meetings)












8. Committee meetings (quarterly)

TARGET

Direction of

travel


Holland Rise



Roupell ParkThe TMO is hitting this target.



Performance notes - Repairs satisfaction

Angell Town


Blenheim Gardens


CETRA

Cottington Close




100%(TMO) 100% (21 returns)

100% (149 returns) 100%(193 returns) 100% ( returns) 1.0%

100%(TMO) 100%(154 returns) 100% (24 returns)

100%(TMO) 100%(15 returns)

100%(15 returns)

100%( returns)

100%(40 returns) 100%(73 returns) 100%(70 returns)

100%(TMO) 100%(67 returns) 100%(54 returns)

100% (11 returns) 100%(17 returns) 100%( 36 returns)


TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

Position Out of

Angell Town 95.0% 7 10 8.0%

Blenheim Gardens 2 10 15.2%

CETRA 6 10 8.1%

Cottington Close 8 10 7.8%

Cowley 7 10 8.0%

Holland Rise 3 10 13.8%

Loughborough 4 10 11.9%

Roupell Park 5 10 11.2%

Waltham Estate 7 10 7.5%

Wellington Mills Co-op 1 10 42.4%

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMORoupell ParkThe TMO is hitting this target.






11.67% 22.4%

Target is 10% of tenancies by year end, figures quoted are % of checks due by that quarter (i.e. 2.5% quarter 1; 5% quarter 2; 7.5% quarter 3; 10% quarter 4)

Angell Town



2.83% 5.1%

2.70%

3.49%

5.4%

7.0%

6.02% 5.2%

3.47%

6.90%

6.9%

13.8%

2.65% 5.4%

7.93% 12.6%

3.57% 6.3%




9. Tenancy Checks carried out (quarterly) (ytd.)

TARGET


yd. - target 2.5% yd. - target 5.0% yd. - target 7.5% yd. - target 10.0%







Client

TMO

Client

TMO

Client

Position Out of Q1 Q2 Q3 Q4 Position Out of Q1 Q2 Q3 Q4

Angell Town 90.0% 1 10 100%(1) 100%(1) 100%(5) 90.0% 1 10 100%(4) 100%(1) none

Blenheim Gardens 10 none 100%(2) 100%(3) no ME's 10 100%(1) none none

CETRA 10 none 100(1)% 100%(1) no ME's 10 100%(3) none none

Cottington Close 10 none none none 1 10 100%(1) 100%(1) none

Cowley 10 none none none 1 10 100%(1) 100(2)% none

Holland Rise 10 none none none no ME's 10 100%(1) none none

Loughborough 1 10 100%(1) 100%(3) 100%(1) 1 10 100% (4) 100%(5) 100% (6)

Roupell Park 1 10 100%(3) none 100%(4) 1 10 100%(3) none 100%(1)

Waltham Estate 1 10 100%(1) none 100%(2) no ME's 10 none 100%(2) none

Wellington Mills 1 10 none none none 1 10 100%(1) 100%(1) none

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

Position Out of



100%(9)

100%(8)100% (6)

100% (1)

Data received from DCLG but

remains inaccurate as TMOs given

to 28 October 2016 to clarify

queries

Waltham EstateWaltham received 2 complaints this quarter which was answered on time.

Wellington Mills Co-opWellington Mills received no members enquiries or complaints this quarter.

10. CORE questions completed

TARGET

Direction

of travel

Rank Apr to June 15 (Qtr. 1) Jul to Sept 15 (Qtr. 2) Oct to Dec 15 (Qtr. 3)

Cottington CloseCottington Close received no complaints or members enquiry this quarter.

CowleyCowley received no complaints or members enquiries this quarter

Holland RiseHolland Rise received no complaints or members enquiries this quarter.

LoughboroughLoughborough received 1 complaints and 6 member enquiries. All were answered on time.

Roupell ParkRoupell Park received 4 complaints and 1 members enquiries this quarter. All were answered on time.

Performance notes - Complaints & Member enquiries

Angell TownAngell Town have received 5 complaints which were answered on time this quarter.

Blenheim GardensBlenheim gardens received 3 complaints this quarter and these were answered on time.

CETRACetra received 1 complaint a this quarter and this was answered on time.




10. Complaints & Member Enquiries (quarterly)

TARGET

Direction of

travel

Rank Complaints (Local resolution)

TARGET

Direction

of travel

Rank Member Enquiries


CETRA 1 10


Cowley 1 10

Holland Rise 1 10

Loughborough 1 10

Roupell Park 1 10

Waltham Estate 1 10


TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client

TMO

Client










100% (10)

New quarterly headline target: the total number of quarterly TMO KPI targets achieved against the total number of KPIs outturns. Target 85%.

Outturn for Qtr 1 - 85.05% (91 met out of 107 total outturns)

Outturn for Qtr 2 - 87.4% (111 met out of 127 total outturns)

Outturn for Qtr 3 - 93.3% ( 98 met out of 105 total outturns)

Board meeting:- The TMO Client Team attended 1 Board meetings in December 2016

Service requests:- The TMO received 76 queries from TMOs in December 2016

Training:- No training


14 General comments - For information only

Blenheim Gardens

CETRA

Cottington Close

Cowley

Holland Rise

100% (1) 100%(3)

Please note these figures include both short and long cycle voids


100%(7)

100%(3)

100%(9)

100%(1)

100%(32)

100%(12)

100%(4)

100% (1)

100% (1)Data received from DCLG but

remains inaccurate as TMOs given

to 28 October 2016 to clarify

queries

100% (2)

100% (2)

100% (2)

100%(1)



Documents

Performance Digest - December 2016 1. Rent Collected In ... · Management 95.8% 5 95.95% 96.6% 96.8% 96.4% 96.3% 96.1% 95.7% 96.3% 96.2% 95.8% b Performance Digest - December 2016