How are we performing? AWS
How are we performing?
Outcomes report Quarter 3 2017/18
1
Contents Chapters
Sections
Page
Introduction
1a
Radian Direct
4
1b
Satisfaction with repairs
5
1c
Satisfaction with ASB services
1d
Complaints
2. Gas servicing compliance
2a
Gas servicing compliance
3. Tenancy and money matters
3a
Allocations and Voids
1
3b
Income management
1
4a
Satisfaction with the landlord service
1
1. Contact with our customers
4. Satisfaction with the landlord service
2
Introduction Welcome to our performance report for the third quarter of the 2017/18 financial year.
KPI targets are scrutinised by the Radian Residents’ Scrutiny Panel and HART (Housing Assets Review Team) and performance is compared through the HouseMark benchmarking club.
Highlights for the quarter are:
This report includes validated 2015/16 HouseMark Upper Quartile information drawn from the HouseMark system on 17.01.2017. We have benchmarked our performance against 26 other registered housing providers with more than 7,500 homes in South East England, South West England and London.
• • • •
Quality of Radian Direct remains high. Satisfaction with repairs continues to exceed target. Excellent arrears performance continued throughout the quarter. Tenant satisfaction remains strong and in the top decile of our peer group.
If you have any questions about this report, or any suggestions for improvements, please contact us using the information below.
However, some challenges for the quarter were: • We reviewed our complaints performance measures, which we hope will lead to improved results in quarter 4. • Combined void turnaround continues to be impacted by a specialist housing unit identified in quarter 2. • ASB satisfaction monitoring identified staff that required IT system training. Training has been implemented.
Our contact details are: Radian Direct: Email: Text:
0300 123 1 567 [email protected] 07764 309 062
3
1. Contact with our customers 1a. Radian Direct Housemark upper quartile
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
15/16
---
H1. Percentage of calls answered
93.0%
93.0%
93.6%
94.9%
94.3%
95.2%
---
HB. Quality of Radian Direct service
95.0%
96.3%
96.7%
96.4%
96.8%
---
---
Key Performance Indicator (KPI)
• Quality of Radian Direct continued to perform above target in Q3. This has come from 1600 hours dedicated to training in Q3 and a 2% increase in handling time spending more time with our residents to provide a better service. • £4.1m was taken in self service payments this quarter. This is a 17% increase on this period last year (£3.5m).
Graph 1a:1
• There has been a 10% increase in digital contact from Q3 last year.
4
1b. Satisfaction with repairs Key Performance Indicator (KPI)
Overall Satisfaction with Repairs 2017/18 vs 2016/17
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile
15/16
---
100.0% 98.0% 96.0%
H4. Satisfaction with repairs H5. Repairs completed right first time
95.0%
97.9%
97.1%
97.2%
97.6%
71.1%
---
94.0% 92.0%
94.0%
94.7%
94.4%
94.4%
94.5%
93.2%
---
90.0% 88.0%
Apr May Jun Target 2017/18 95.0 95.0 95.0 2016/17 97.1 97.2 97.4 2017/18 97.1 97.3 97.1
Jul 95.0 97.5 97.1
Aug 95.0 98.0 97.1
Sep 95.0 97.6 97.2
Oct 95.0 97.9 97.4
Nov 95.0 97.9 97.6
Dec Jan Feb Mar 95.0 95.0 95.0 95.0 97.8 97.8 97.9 97.9 97.6
Graph 1b:1
5
Repairs Completed Right First Time 2017/18 vs 2016/17 100.0% 98.0%
• Overall satisfaction has remained consistent averaging at 97% throughout the year, 2% above target. • Both these measures have improved this quarter as a result of developing systems to enhance external and internal customer service.
96.0%
94.0%
• Repairs Right First Time has exceeded target averaging at 94.4%.
92.0% 90.0% 88.0%
Apr May Jun Jul Aug Sep Target 2017/18 94.0 94.0 94.0 94.0 94.0 94.0 2016/17 94.3 94.4 94.6 94.8 95.0 94.8 2017/18 94.7 94.6 94.4 94.4 94.3 94.4
Oct 94.0 94.5 94.5
Nov 94.0 94.6 94.5
Dec Jan Feb Mar 94.0 94.0 94.0 94.0 94.5 94.6 94.6 94.7 94.5
Graph 1b:
6
1c. Satisfaction with ASB services Key Performance Indicator (KPI)
Radian target
Q4
17/18
16/17
H6b. Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan
90.0%
H7b. Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer)
90.0%
Q1 17/18
Q2 17/18
Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan 2017/18 vs 2016/17 Q3 17/18
Housemark upper quartile
15/16
---
100.0% 90.0% 80.0% 70.0%
98.0%
82.0%
85.0%
83.4%
---
---
60.0% 50.0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target 2017/18 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 2016/17 100.0 100.0 100.0 100.0 99.0% 99.0% 99.0% 99.0% 99.0% 97.0% 98.0% 98.0% 2017/18 90.9% 84.3% 82.0% 80.7% 83.7% 85.0% 85.3% 84.1% 83.4%
96.0%
89.2%
90.4%
88.9%
---
---
Graph 1c:1
7
Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer) 2017/18 vs 2016/17
100.0%
90.0%
• Our weekly contact performance declined at the end of the quarter, however this relates to Radian's office shut-down over the Christmas period. All cases were updated prior to this. We expect performance to improve again in Q4. • At the end of the quarter 78.9% of those surveyed said that they were satisfied with how their ASB case was dealt with, this was against a target of 78.2%.
80.0% 70.0% 60.0% 50.0%
Apr May Jun Jul Aug Sep Target 2017/18 90.0 90.0 90.0 90.0 90.0 90.0 2016/17 97.0 96.0 97.0 97.0 97.0 97.0 2017/18 88.3 89.8 89.2 88.0 89.9 90.4
Oct 90.0 97.0 91.0
Nov 90.0 97.0 91.3
Dec Jan Feb Mar 90.0 90.0 90.0 90.0 97.0 96.0 96.0 96.0 88.9
Graph 1c:2
8
1d. Complaints Key Performance Indicator (KPI)
Satisfaction with Complaint Handling 2017/18 vs 2016/17
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile
100.0% 95.0% 90.0%
15/16
---
85.0% 80.0%
H8. Satisfaction with complaint handling
68%
H9. Satisfaction with complaint outcome
74%
75.6%
74.0%
72.3%
70.8%
74.0%
---
---
---
75.0% 70.0% 65.0%
72.8%
67.8%
61.4%
----
60.0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target 2017/18 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 2016/17 79.2% 75.8% 76.0% 76.1% 77.7% 78.8% 76.9% 74.6% 74.1% 73.0% 74.6% 75.6% 2017/18 73.9% 75.9% 74.0% 73.1% 73.6% 72.3% 70.4% 71.5% 70.8%
Graph 1d:1
9
• In Q3 we reviewed our performance measures as complaint numbers have reduced and therefore we have completed fewer satisfaction surveys. "Satisfaction with Complaint Handling" measure has been replaced with "Resolution at Stage One", which was 99.6% against a target of 97%.
Satisfaction with Complaint Outcome 2017/18 vs 2016/17
100.0% 95.0% 90.0% 85.0% 80.0% 75.0% 70.0% 65.0% 60.0%
Apr Target 2017/18 74.0% 2016/17 75.8% 2017/18 71.1%
May 74.0% 75.3% 70.3%
Jun 74.0% 75.1% 67.8%
Jul 74.0% 75.7% 65.0%
Aug 74.0% 75.7% 63.6%
Sep 74.0% 77.1% 61.4%
Oct 74.0% 76.8% 61.0%
Nov 74.0% 75.3%
Dec 74.0% 74.6%
Jan 74.0% 72.5%
Feb 74.0% 72.1%
Mar 74.0% 72.8%
• We received 100 complaints, compared to 65 in Q2. We often see an increase in complaints in winter months due to a higher number of repairs and heating issues. Most complaints in Q3 were for responsive repairs (41), followed by Housing Management (17).
* As from November 2018 we know longer record this measure
Graph 1d:2
10
2. Gas servicing compliance 2a. Gas servicing compliance Key Performance Indicator (KPI)
Radian target
Q4
17/18
16/17
Q1 17/18
Gas Servicing Percentage Compliance and Outstanding Certificates at Period End Q3 2017/18
Q2 17/18
Q3 17/18
Housemark upper quartile 15/16
100.00% 99.80% 99.60%
---
99.40%
H13. Gas safety percentage of homes with gas certification at month end
99.20%
100%
100%
99.99%
99.99%
100%
100%
---
99.00% Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Target 2017/18 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% % Compliant 99.98% 100% 99.99% 99.99% 100% 99.99% 99.99% 99.98% 100%
All properties are compliant at the end of Q3. Graph 2a:1
11
3. Tenancy and money matters Combined Void Turnaround Time Comparison over Three Years
Key Performance Indicator (KPI)
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile 15/16
---
---
---
H20. Combined void turnaround time (General Needs,HfOP & Supported combined and affordable rents)
H21. General Needs & HfOP percentage rent loss due to properties being empty
23 days
21.4 days 20.6 days 24.1 days 23.3 days
Calendar Days
3a. Allocations and voids 45.0 40.0 35.0 30.0 25.0 20.0 15.0 10.0 5.0 0.0 Avon
0.5%
0.51%
0.5%
0.52%
0.55%
0.5%
---
Qtr 3 2015/16* Qtr 3 2016/17 Qtr 3 2017/18 Target 2017/18
16.0 19.3 17.3 23.0
Longwood Park 29.1 25.2 24.5 23.0
Rother
Solent
Thames
Radian
31.8 23.9 21.2 23.0
20.6 15.2 19.5 23.0
29.1 23.8 39.1 23.0
25.9 20.6 23.3 23.0
Graph 3a:1
12
Void Loss as a Percentage of Debit Q3 YTD Comparison over Three Years
• Void loss has increased slightly and we have missed our stretching target of 0.50% (0.80% in 2016/17) by 0.05%. This puts us just outside of top quartile.
1.00%
• Void turnaround time continues to be impacted by one difficult to let specialist housing unit within a shared house that was identified in quarter 2.
0.80% 0.60% 0.40% 0.20% 0.00% All Properties General Needs & HfOP Target General Needs & HfOP
Qtr 3 2015/16 0.82% 0.66%
Qtr 3 2016/17 0.67% 0.50%
Qtr 3 2017/18 0.64% 0.55%
0.90%
0.80%
0.50%
• We have implemented a new Customer Relationship Management (CRM) system that allows us to have better visibility of voids and allocations for the whole organisation. This has improved our end to end process, and encourages greater cross directorate working.
Graph 3a:2
13
3b. Income management Key Performance Indicator (KPI)
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile
3.0%
All Net Current Arrears as a Percentage of Debit Comparison over Three Years
2.5% 15/16
---
2.0%
H22. All net current tenant arrears (as percentage of annualised debt)*
2.5%
H23. Social & Affordable only net current arrears (as percentage of annualised debt)
2.2%
1.5%
1.7%
1.7%
1.9%
---
---
1.5% 1.0%
1.6%
1.6%
1.6%
1.9%
1.7%
---
* Includes Sheltered, Supported, General Needs, Market Rent, Intermediate Rent, Shared Ownership and Leasehold debt and other charges such as sewerage and mobile home pitch fees.
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target 2017/18 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2015/16 2.0% 2.1% 1.9% 2.0% 1.9% 1.7% 1.9% 1.7% 2.0% 1.9% 1.7% 1.8% 2016/17 1.9% 1.8% 1.8% 1.8% 1.7% 1.7% 1.6% 1.6% 1.9% 1.6% 1.5% 1.5% 2017/18 1.8% 1.7% 1.7% 1.7% 1.7% 1.7% 1.6% 1.5% 1.9%
Graph 3b:1
14
Social and Affordable Net Current Arrears as a % of Debit Comparison over Three Years 3.0%
2.5%
2.0%
1.5%
1.0% Target 2017/18 2015/16 2016/17 2017/18
Apr 2.2% 1.8% 1.8% 1.7%
May 2.2% 2.0% 1.7% 1.6%
Jun 2.2% 1.8% 1.7% 1.6%
Jul 2.2% 1.9% 1.7% 1.5%
Aug 2.2% 1.8% 1.6% 1.6%
Sep 2.2% 1.7% 1.7% 1.6%
Oct 2.2% 1.9% 1.5% 1.5%
Nov 2.2% 1.7% 1.5% 1.5%
Dec 2.2% 1.9% 2.0% 1.9%
Jan 2.2% 1.9% 1.6%
Feb 2.2% 1.6% 1.6%
Mar 2.2% 1.7% 1.6%
• All Net Current Arrears for Q3 are the same as last year which is an excellent achievement given that we now have over 600 customers in receipt of Universal Credit. Social and Affordable performance is better than Q3 16/17. • We have implemented a process to ensure that those who pay by direct debit have the payment date set as the payment due date, which prevents arrears forming due to incorrect dates. • We have pro-actively contacted customers who claim full Housing Benefit to encourage them to pay between Housing Benefit cycles to prepare them for Universal Credit. • The team are working hard to support customers moving onto Universal Credit and contact customers to offer advice and support when they make a claim. • Arrears processes are continually reviewed to improve performance.
Graph 3b:2
15
4. Satisfaction with landlord service 4a. Satisfaction with the landlord service Key Performance Indicator (KPI)
H3. Overall satisfaction with the landlord service*
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Overall satisfaction with the Landlord Service (combined tenants and owners) 2017/18
100.0%
Housemark upper quartile
95.0%
90.0%
15/16
--85.0%
84.9%
85.3%
----
87.9%
87.1
---
---
(Combined tenants and owners)
80.0%
Apr Target 84.9% 2017/18 Tenants & Owners
May 84.9%
Jun 84.9%
Jul 84.9%
Aug 84.9%
Sep 84.9%
Oct 84.9%
Nov 84.9%
Dec 84.9%
87.3%
87.9%
87.5%
87.5%
87.1%
Jan 84.9%
Feb 84.9%
Mar 84.9%
• Overall tenant satisfaction with landlord service continues to exceed target and tenant satisfaction remains in the top decile of our peers at 90.7%. • The way the surveys are conducted provides a robust and representative picture of the views of all Radian residents.
16
Outcomes report Quarter 3 2017/18
1
Contents Chapters
Sections
Page
Introduction
1a
Radian Direct
4
1b
Satisfaction with repairs
5
1c
Satisfaction with ASB services
1d
Complaints
2. Gas servicing compliance
2a
Gas servicing compliance
3. Tenancy and money matters
3a
Allocations and Voids
1
3b
Income management
1
4a
Satisfaction with the landlord service
1
1. Contact with our customers
4. Satisfaction with the landlord service
2
Introduction Welcome to our performance report for the third quarter of the 2017/18 financial year.
KPI targets are scrutinised by the Radian Residents’ Scrutiny Panel and HART (Housing Assets Review Team) and performance is compared through the HouseMark benchmarking club.
Highlights for the quarter are:
This report includes validated 2015/16 HouseMark Upper Quartile information drawn from the HouseMark system on 17.01.2017. We have benchmarked our performance against 26 other registered housing providers with more than 7,500 homes in South East England, South West England and London.
• • • •
Quality of Radian Direct remains high. Satisfaction with repairs continues to exceed target. Excellent arrears performance continued throughout the quarter. Tenant satisfaction remains strong and in the top decile of our peer group.
If you have any questions about this report, or any suggestions for improvements, please contact us using the information below.
However, some challenges for the quarter were: • We reviewed our complaints performance measures, which we hope will lead to improved results in quarter 4. • Combined void turnaround continues to be impacted by a specialist housing unit identified in quarter 2. • ASB satisfaction monitoring identified staff that required IT system training. Training has been implemented.
Our contact details are: Radian Direct: Email: Text:
0300 123 1 567 [email protected] 07764 309 062
3
1. Contact with our customers 1a. Radian Direct Housemark upper quartile
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
15/16
---
H1. Percentage of calls answered
93.0%
93.0%
93.6%
94.9%
94.3%
95.2%
---
HB. Quality of Radian Direct service
95.0%
96.3%
96.7%
96.4%
96.8%
---
---
Key Performance Indicator (KPI)
• Quality of Radian Direct continued to perform above target in Q3. This has come from 1600 hours dedicated to training in Q3 and a 2% increase in handling time spending more time with our residents to provide a better service. • £4.1m was taken in self service payments this quarter. This is a 17% increase on this period last year (£3.5m).
Graph 1a:1
• There has been a 10% increase in digital contact from Q3 last year.
4
1b. Satisfaction with repairs Key Performance Indicator (KPI)
Overall Satisfaction with Repairs 2017/18 vs 2016/17
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile
15/16
---
100.0% 98.0% 96.0%
H4. Satisfaction with repairs H5. Repairs completed right first time
95.0%
97.9%
97.1%
97.2%
97.6%
71.1%
---
94.0% 92.0%
94.0%
94.7%
94.4%
94.4%
94.5%
93.2%
---
90.0% 88.0%
Apr May Jun Target 2017/18 95.0 95.0 95.0 2016/17 97.1 97.2 97.4 2017/18 97.1 97.3 97.1
Jul 95.0 97.5 97.1
Aug 95.0 98.0 97.1
Sep 95.0 97.6 97.2
Oct 95.0 97.9 97.4
Nov 95.0 97.9 97.6
Dec Jan Feb Mar 95.0 95.0 95.0 95.0 97.8 97.8 97.9 97.9 97.6
Graph 1b:1
5
Repairs Completed Right First Time 2017/18 vs 2016/17 100.0% 98.0%
• Overall satisfaction has remained consistent averaging at 97% throughout the year, 2% above target. • Both these measures have improved this quarter as a result of developing systems to enhance external and internal customer service.
96.0%
94.0%
• Repairs Right First Time has exceeded target averaging at 94.4%.
92.0% 90.0% 88.0%
Apr May Jun Jul Aug Sep Target 2017/18 94.0 94.0 94.0 94.0 94.0 94.0 2016/17 94.3 94.4 94.6 94.8 95.0 94.8 2017/18 94.7 94.6 94.4 94.4 94.3 94.4
Oct 94.0 94.5 94.5
Nov 94.0 94.6 94.5
Dec Jan Feb Mar 94.0 94.0 94.0 94.0 94.5 94.6 94.6 94.7 94.5
Graph 1b:
6
1c. Satisfaction with ASB services Key Performance Indicator (KPI)
Radian target
Q4
17/18
16/17
H6b. Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan
90.0%
H7b. Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer)
90.0%
Q1 17/18
Q2 17/18
Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan 2017/18 vs 2016/17 Q3 17/18
Housemark upper quartile
15/16
---
100.0% 90.0% 80.0% 70.0%
98.0%
82.0%
85.0%
83.4%
---
---
60.0% 50.0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target 2017/18 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 90.0% 2016/17 100.0 100.0 100.0 100.0 99.0% 99.0% 99.0% 99.0% 99.0% 97.0% 98.0% 98.0% 2017/18 90.9% 84.3% 82.0% 80.7% 83.7% 85.0% 85.3% 84.1% 83.4%
96.0%
89.2%
90.4%
88.9%
---
---
Graph 1c:1
7
Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer) 2017/18 vs 2016/17
100.0%
90.0%
• Our weekly contact performance declined at the end of the quarter, however this relates to Radian's office shut-down over the Christmas period. All cases were updated prior to this. We expect performance to improve again in Q4. • At the end of the quarter 78.9% of those surveyed said that they were satisfied with how their ASB case was dealt with, this was against a target of 78.2%.
80.0% 70.0% 60.0% 50.0%
Apr May Jun Jul Aug Sep Target 2017/18 90.0 90.0 90.0 90.0 90.0 90.0 2016/17 97.0 96.0 97.0 97.0 97.0 97.0 2017/18 88.3 89.8 89.2 88.0 89.9 90.4
Oct 90.0 97.0 91.0
Nov 90.0 97.0 91.3
Dec Jan Feb Mar 90.0 90.0 90.0 90.0 97.0 96.0 96.0 96.0 88.9
Graph 1c:2
8
1d. Complaints Key Performance Indicator (KPI)
Satisfaction with Complaint Handling 2017/18 vs 2016/17
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile
100.0% 95.0% 90.0%
15/16
---
85.0% 80.0%
H8. Satisfaction with complaint handling
68%
H9. Satisfaction with complaint outcome
74%
75.6%
74.0%
72.3%
70.8%
74.0%
---
---
---
75.0% 70.0% 65.0%
72.8%
67.8%
61.4%
----
60.0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target 2017/18 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 68.0% 2016/17 79.2% 75.8% 76.0% 76.1% 77.7% 78.8% 76.9% 74.6% 74.1% 73.0% 74.6% 75.6% 2017/18 73.9% 75.9% 74.0% 73.1% 73.6% 72.3% 70.4% 71.5% 70.8%
Graph 1d:1
9
• In Q3 we reviewed our performance measures as complaint numbers have reduced and therefore we have completed fewer satisfaction surveys. "Satisfaction with Complaint Handling" measure has been replaced with "Resolution at Stage One", which was 99.6% against a target of 97%.
Satisfaction with Complaint Outcome 2017/18 vs 2016/17
100.0% 95.0% 90.0% 85.0% 80.0% 75.0% 70.0% 65.0% 60.0%
Apr Target 2017/18 74.0% 2016/17 75.8% 2017/18 71.1%
May 74.0% 75.3% 70.3%
Jun 74.0% 75.1% 67.8%
Jul 74.0% 75.7% 65.0%
Aug 74.0% 75.7% 63.6%
Sep 74.0% 77.1% 61.4%
Oct 74.0% 76.8% 61.0%
Nov 74.0% 75.3%
Dec 74.0% 74.6%
Jan 74.0% 72.5%
Feb 74.0% 72.1%
Mar 74.0% 72.8%
• We received 100 complaints, compared to 65 in Q2. We often see an increase in complaints in winter months due to a higher number of repairs and heating issues. Most complaints in Q3 were for responsive repairs (41), followed by Housing Management (17).
* As from November 2018 we know longer record this measure
Graph 1d:2
10
2. Gas servicing compliance 2a. Gas servicing compliance Key Performance Indicator (KPI)
Radian target
Q4
17/18
16/17
Q1 17/18
Gas Servicing Percentage Compliance and Outstanding Certificates at Period End Q3 2017/18
Q2 17/18
Q3 17/18
Housemark upper quartile 15/16
100.00% 99.80% 99.60%
---
99.40%
H13. Gas safety percentage of homes with gas certification at month end
99.20%
100%
100%
99.99%
99.99%
100%
100%
---
99.00% Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Target 2017/18 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% % Compliant 99.98% 100% 99.99% 99.99% 100% 99.99% 99.99% 99.98% 100%
All properties are compliant at the end of Q3. Graph 2a:1
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3. Tenancy and money matters Combined Void Turnaround Time Comparison over Three Years
Key Performance Indicator (KPI)
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile 15/16
---
---
---
H20. Combined void turnaround time (General Needs,HfOP & Supported combined and affordable rents)
H21. General Needs & HfOP percentage rent loss due to properties being empty
23 days
21.4 days 20.6 days 24.1 days 23.3 days
Calendar Days
3a. Allocations and voids 45.0 40.0 35.0 30.0 25.0 20.0 15.0 10.0 5.0 0.0 Avon
0.5%
0.51%
0.5%
0.52%
0.55%
0.5%
---
Qtr 3 2015/16* Qtr 3 2016/17 Qtr 3 2017/18 Target 2017/18
16.0 19.3 17.3 23.0
Longwood Park 29.1 25.2 24.5 23.0
Rother
Solent
Thames
Radian
31.8 23.9 21.2 23.0
20.6 15.2 19.5 23.0
29.1 23.8 39.1 23.0
25.9 20.6 23.3 23.0
Graph 3a:1
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Void Loss as a Percentage of Debit Q3 YTD Comparison over Three Years
• Void loss has increased slightly and we have missed our stretching target of 0.50% (0.80% in 2016/17) by 0.05%. This puts us just outside of top quartile.
1.00%
• Void turnaround time continues to be impacted by one difficult to let specialist housing unit within a shared house that was identified in quarter 2.
0.80% 0.60% 0.40% 0.20% 0.00% All Properties General Needs & HfOP Target General Needs & HfOP
Qtr 3 2015/16 0.82% 0.66%
Qtr 3 2016/17 0.67% 0.50%
Qtr 3 2017/18 0.64% 0.55%
0.90%
0.80%
0.50%
• We have implemented a new Customer Relationship Management (CRM) system that allows us to have better visibility of voids and allocations for the whole organisation. This has improved our end to end process, and encourages greater cross directorate working.
Graph 3a:2
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3b. Income management Key Performance Indicator (KPI)
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Housemark upper quartile
3.0%
All Net Current Arrears as a Percentage of Debit Comparison over Three Years
2.5% 15/16
---
2.0%
H22. All net current tenant arrears (as percentage of annualised debt)*
2.5%
H23. Social & Affordable only net current arrears (as percentage of annualised debt)
2.2%
1.5%
1.7%
1.7%
1.9%
---
---
1.5% 1.0%
1.6%
1.6%
1.6%
1.9%
1.7%
---
* Includes Sheltered, Supported, General Needs, Market Rent, Intermediate Rent, Shared Ownership and Leasehold debt and other charges such as sewerage and mobile home pitch fees.
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Target 2017/18 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2.5% 2015/16 2.0% 2.1% 1.9% 2.0% 1.9% 1.7% 1.9% 1.7% 2.0% 1.9% 1.7% 1.8% 2016/17 1.9% 1.8% 1.8% 1.8% 1.7% 1.7% 1.6% 1.6% 1.9% 1.6% 1.5% 1.5% 2017/18 1.8% 1.7% 1.7% 1.7% 1.7% 1.7% 1.6% 1.5% 1.9%
Graph 3b:1
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Social and Affordable Net Current Arrears as a % of Debit Comparison over Three Years 3.0%
2.5%
2.0%
1.5%
1.0% Target 2017/18 2015/16 2016/17 2017/18
Apr 2.2% 1.8% 1.8% 1.7%
May 2.2% 2.0% 1.7% 1.6%
Jun 2.2% 1.8% 1.7% 1.6%
Jul 2.2% 1.9% 1.7% 1.5%
Aug 2.2% 1.8% 1.6% 1.6%
Sep 2.2% 1.7% 1.7% 1.6%
Oct 2.2% 1.9% 1.5% 1.5%
Nov 2.2% 1.7% 1.5% 1.5%
Dec 2.2% 1.9% 2.0% 1.9%
Jan 2.2% 1.9% 1.6%
Feb 2.2% 1.6% 1.6%
Mar 2.2% 1.7% 1.6%
• All Net Current Arrears for Q3 are the same as last year which is an excellent achievement given that we now have over 600 customers in receipt of Universal Credit. Social and Affordable performance is better than Q3 16/17. • We have implemented a process to ensure that those who pay by direct debit have the payment date set as the payment due date, which prevents arrears forming due to incorrect dates. • We have pro-actively contacted customers who claim full Housing Benefit to encourage them to pay between Housing Benefit cycles to prepare them for Universal Credit. • The team are working hard to support customers moving onto Universal Credit and contact customers to offer advice and support when they make a claim. • Arrears processes are continually reviewed to improve performance.
Graph 3b:2
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4. Satisfaction with landlord service 4a. Satisfaction with the landlord service Key Performance Indicator (KPI)
H3. Overall satisfaction with the landlord service*
Radian target
Q4
Q1
Q2
Q3
17/18
16/17
17/18
17/18
17/18
Overall satisfaction with the Landlord Service (combined tenants and owners) 2017/18
100.0%
Housemark upper quartile
95.0%
90.0%
15/16
--85.0%
84.9%
85.3%
----
87.9%
87.1
---
---
(Combined tenants and owners)
80.0%
Apr Target 84.9% 2017/18 Tenants & Owners
May 84.9%
Jun 84.9%
Jul 84.9%
Aug 84.9%
Sep 84.9%
Oct 84.9%
Nov 84.9%
Dec 84.9%
87.3%
87.9%
87.5%
87.5%
87.1%
Jan 84.9%
Feb 84.9%
Mar 84.9%
• Overall tenant satisfaction with landlord service continues to exceed target and tenant satisfaction remains in the top decile of our peers at 90.7%. • The way the surveys are conducted provides a robust and representative picture of the views of all Radian residents.
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