Measuring our Performance

• Home
• Housing
• Information for tenants and leaseholders
• Annual Report for Tenants and Leaseholders Oct 2011
• Measuring our Performance

The Council measures its performance against a range of Key Performance Indicators (KPI’s). These are set both nationally and locally.

Part of the expectations of the Tenant Services Authority (TSA) is that landlords should be more open about their performance, which should be reported both within the Annual Report and also through its Resident Participation structure.

The Annual Report only reports on a small range of performance indicators and offers a snap shot of performance for a one year period

Contact Centre Performance

The Table below sets out the performance of the Customer Contact Centre since its opening in June against the agreed performance indicators.

	Total Calls Offered	Total Answered	Total Abandoned	% Answered	Average Wait Time (mins)	% Answered in 30 seconds
June (part of month)	1820	1560	260	85.71	00:35	77.48
July	3976	3579	397	90.02	01:08	56.13
Aug	3853	3515	338	91.23	01:07	54.74
Sept	3974	3470	504	87.32	01:40	41.67
Oct	2951	2488	463	84.31	02:19	35.81
Nov	2603	2469	134	95.14	00:47	73.14
Dec	3579	3393	186	94.80	00:34	77.28
Jan	5108	4614	494	90.33	00:58	67.04
Feb	4478	4173	305	93.19	00:44	70.76
Mar	4978	4689	289	94.19	00:42	72.92

Performance in terms of the number of calls not answered is at a very high level. However there has been improved performance against the average wait time since August to October last year.

Housing Management Performance

	09/10	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
% rent collected	100.2	99	99.7	98.7	99.6	99.5	99.4	99.6	99.7	99.4	99.3	99.5	99.5
no. of convictions cumulative	18	2	2	6	6	6	6	8	9	9	9	9	10
void turn round	22	24	48	24	27	17	40	27	26	18	18	39	30
%repairs completed on time	98.13	99.60	98.10	98.12	98.20	98.95	98.35	98.38	98.39	98.37	98.40	98.16	98.19
%properties valid gas certificates	99.85	99.96	99.97	99.97	98.98	99.97	99.95	99.96	99.96	99.96	99.95	99.94	99.93