How are we performing?
How are we performing?
Outcomes report Quarter 1 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 first quarter of the 2017/18 financial year.
KPI (Key Performance Indicator) targets are scrutinised by the Radian Residents’ Council and HASP (Housing Assets & Services Panel) 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.
• • • • • •
Calls answered exceeded target. Excellent arrears performance continued through this quarter. The Quality of Radian Direct's service exceeded target. Repairs satisfaction remained strong. Combined void turnaround time exceeded target. Void rent loss figures met target.
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: • Finalising our Satisfaction reporting with our new provider meaning that we were unable to provide a figure as at 30th June 2017. Indicative information shows a positive result. • There is a reduction in complaints performance which is being monitored and reviewed.
Our contact details are: Radian Direct: Email: Text:
0300 123 1 567 [email protected] 07764 309 062
3
1. Contact with our customers
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1a. Radian Direct
Q4
Q1
17/18
16/17
16/17
16/17
17/18
15/16
---
H1. Percentage of calls answered
93.0%
91.6%
93.3%
93.0%
93.6%
95.2%
---
H2. Quality of Radian Direct service
95.0%
96.3%
96.1%
96.3%
96.7%
---
---
Key Performance Indicator (KPI)
• % calls answered is improving, exceeding target at the end of Q1 and moving closer to the top quartile of performance. • This comes as a result of improved forecasting, enabling us to better predict call contact. • Quality scores have performed well against the new, higher target set for 2017/18. • £4m was taken in self service payments this quarter. This is a 20.3% increase on this period last year (£3.3m).
20,002 total calls
Q3
19,461 total calls
Q2
1 7,714 total
Housemark upper quartile
Radian target
*HSSZ(UZ^LYLK@;+ (WY 4H` 1\U ;HYNL[ 1\U 1\U
8\HSP[`VM9HKPHU+PYLJ[ :LY]PJL
Graph 1a:1
4
1b. Satisfaction with repairs Key Performance Indicator (KPI)
H4. Satisfaction with repairs H5. Repairs completed right first time
Radian target
Q2
Q3
Q4
Q1
Housemark upper quartile
17/18
16/17
16/17
16/17
17/18
15/16
---
95.0%
97.6%
97.8%
97.9%
97.1%
71.1%
---
6]LYHSS:H[PZMHJ[PVU^P[O9LWHPYZ ]Z
94.0%
94.8%
94.5%
94.7%
94.4%
93.2%
---
;HYNL[
(WY 4H` 1\U
1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 1b:1
5
9LWHPYZ*VTWSL[LK9PNO[-PYZ[;PTL ]Z
• Satisfaction with repairs and the number of jobs "Right First Time" are ahead of target and the top quartile of performance. • All day to day trades staff have received refresher training on their PDAs (Personal Digital Assistant). • A new material ordering process through the PDA has been introduced which will ensure an improved audit trail of each repair.
;HYNL[
(WY 4H` 1\U
1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 1b:2
6
1c. Satisfaction with ASB services Key Performance Indicator (KPI)
H6b. Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan H7b. Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer)
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
Housemark upper quartile
15/16
---
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90.0%
99.0%
99.0%
98.0%
82.0%
---
---
90.0%
97.0%
97.0%
96.0%
89.2%
---
---
(WY 4H` 1\U 1\S (\N :LW ;HYNL[
6J[ 5V] +LJ
1HU
-LI 4HY
Graph 1c:1
7
7YV]PKL^LLRS`WYVNYLZZ\WKH[LZ[V(:)JVTWSHPUHU[ZPUH TPUPT\TVM VMJHZLZPUHMVYTH[HUKMYLX\LUJ`KL[LYTPULK I`[OLJ\Z[VTLY ]Z
• An automated reporting system for monitoring contact was introduced in April which we are rolling out across the business. • The inclusion team are undertaking further work to find out how and when customers want to be contacted to enable us to further improve our service. • Our tenant satisfaction shows high satisfaction with our ASB service: 100% satisfied with being kept up to date with progress; 100% satisfied with support; and 94.7% overall satisfaction.
(WY 4H` 1\U ;HYNL[
1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 1c:2
8
1d. Complaints
:H[PZMHJ[PVU^P[O*VTWSHPU[/HUKSPUN ]Z
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
15/16
---
H8. Satisfaction with complaint handling
75.0%
78.8%
74.1%
75.6%
74.0%
74.0%
---
H9. Satisfaction with complaint outcome
74.0%
Key Performance Indicator (KPI)
Housemark upper quartile
77.1%
74.6%
72.8%
67.8%
---
---
(WY 4H` 1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY ;HYNL[
Graph 1d:1
9
:H[PZMHJ[PVU^P[O*VTWSHPU[6\[JVTL ]Z
(WY 4H` 1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY ;HYNL[
• Satisfaction with complaint handling currently meets the HouseMark upper quartile of 74%. To achieve our target of 75% we are working on keeping customers better informed, managing expectations and resolving complaints in a timely manner. • Complaint numbers are reducing. We have had an increase in "Neither/Nor" responses which account for 12% of responses. 20% are "Dissatisfied". • There is no HouseMark upper quartile target for 2017/18 (2016/17: 66.4%) as too few organisations are reporting this. This suggests that other organisations are finding this hard to meet, and perhaps are challenging the validity of this measure.
Graph 1d:2
10
2. Gas servicing compliance .HZ:LY]PJPUN7LYJLU[HNL*VTWSPHUJLHUK6\[Z[HUKPUN*LY[PMPJH[LZH[7LYPVK ,UK8
2a. Gas servicing compliance
Key Performance Indicator (KPI)
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
Housemark upper quartile 15/16
---
H13. Gas safety percentage of homes with gas certification at month end
100%
100%
99.99%
100%
99.99%
100%
---
• There was one property with an outstanding gas certificate at the end of the quarter which was due to an access issue. After ongoing contact, access was obtained shortly after the end of the quarter.
(WY 4H` 1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY ;HYNL[ *VTWSPHU[
Graph 2a:1
11
3. Tenancy and money matters
*VTIPULK=VPK;\YUHYV\UK;PTL *VTWHYPZVUV]LY;OYLL@LHYZ
3a. Allocations and voids
Key Performance Indicator (KPI)
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
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
20.6 days 20.6 days 21.4 days 20.6 days
---
*HSLUKHY+H`Z
Radian target
---
(]VU
0.5%
0.5%
0.5%
0.5%
0.5%
0.5%
---
8[Y 8[Y 8[Y ;HYNL[
3VUN^VVK 7HYR
9V[OLY
:VSLU[
;OHTLZ
9HKPHU
*Prior to 2016/17, Longwood Park and Thames performance was reported as a combined figure.
Graph 3a:1
12
=VPK3VZZHZH7LYJLU[HNLVM+LIP[ 8@;+*VTWHYPZVUV]LY;OYLL@LHYZ
• Void turnaround time exceeded target at the end of the quarter however some areas have stronger performance than others, which we will minimise through lean review and better team work. • Void loss has continued into the new year with strong performance and the year on year trend shows improvement. • The void loss target has been stretched from 0.8% to 0.5% for the new year to align with the HouseMark upper quartile and to drive further improvement.
8[Y (SS7YVWLY[PLZ .LULYHS5LLKZ /M67 ;HYNL[.LULYHS5LLKZ
/M67
8[Y
8[Y
Graph 3a:2
13
3b. Income management Key Performance Indicator (KPI)
H22. All net current tenant arrears (as percentage of annualised debt)* H23. Social & Affordable only net current arrears (as percentage of annualised debt)
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
Housemark upper quartile
15/16
---
(SS5L[*\YYLU[(YYLHYZHZH7LYJLU[HNLVM+LIP[ *VTWHYPZVUV]LY;OYLL@LHYZ
2.5%
1.7%
1.9%
1.5%
1.7%
---
---
2.2%
1.7%
2.0%
1.6%
1.6%
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.
;HYNL[
(WY
4H`
1\U
1\S
(\N
:LW
6J[
5V]
+LJ
1HU
-LI
4HY
Graph 3b:1
14
:VJPHSHUK(MMVYKHISL5L[*\YYLU[(YYLHYZHZH VM+LIP[ *VTWHYPZVUV]LY;OYLL@LHYZ
• Performance has improved on the same time last year with rent arrears reducing. • With further roll outs of Universal Credit across the Radian geography, we are closely monitoring the accounts of those residents affected.
;HYNL[
(WY
4H`
1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 3b:2
15
4. Satisfaction with landlord service 4a. Satisfaction with the landlord service Key Performance Indicator (KPI)
H30. Overall satisfaction with the landlord service*
Housemark upper quartile
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
15/16
---
84.9%
85.6%
85.3%
85.5%
---
---
---
(Combined tenants and owners)
• Following the appointment of a new organisation to complete the rolling programme of STAR surveys, we are not able to report a satisfaction figure as at 30th June 2017. • At 10th July, 398 surveys had been undertaken (half of those as at this time last year) and overall satisfaction stood at 86.9%. • Our new contractor is working to catch up the number of surveys and an update will be included in the Q2 edition of this report.
16
Outcomes report Quarter 1 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 first quarter of the 2017/18 financial year.
KPI (Key Performance Indicator) targets are scrutinised by the Radian Residents’ Council and HASP (Housing Assets & Services Panel) 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.
• • • • • •
Calls answered exceeded target. Excellent arrears performance continued through this quarter. The Quality of Radian Direct's service exceeded target. Repairs satisfaction remained strong. Combined void turnaround time exceeded target. Void rent loss figures met target.
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: • Finalising our Satisfaction reporting with our new provider meaning that we were unable to provide a figure as at 30th June 2017. Indicative information shows a positive result. • There is a reduction in complaints performance which is being monitored and reviewed.
Our contact details are: Radian Direct: Email: Text:
0300 123 1 567 [email protected] 07764 309 062
3
1. Contact with our customers
9HKPHU+PYLJ[L_JS\KPUN/VTL6^ULYZOPW 8\HY[LY
1a. Radian Direct
Q4
Q1
17/18
16/17
16/17
16/17
17/18
15/16
---
H1. Percentage of calls answered
93.0%
91.6%
93.3%
93.0%
93.6%
95.2%
---
H2. Quality of Radian Direct service
95.0%
96.3%
96.1%
96.3%
96.7%
---
---
Key Performance Indicator (KPI)
• % calls answered is improving, exceeding target at the end of Q1 and moving closer to the top quartile of performance. • This comes as a result of improved forecasting, enabling us to better predict call contact. • Quality scores have performed well against the new, higher target set for 2017/18. • £4m was taken in self service payments this quarter. This is a 20.3% increase on this period last year (£3.3m).
20,002 total calls
Q3
19,461 total calls
Q2
1 7,714 total
Housemark upper quartile
Radian target
*HSSZ(UZ^LYLK@;+ (WY 4H` 1\U ;HYNL[ 1\U 1\U
8\HSP[`VM9HKPHU+PYLJ[ :LY]PJL
Graph 1a:1
4
1b. Satisfaction with repairs Key Performance Indicator (KPI)
H4. Satisfaction with repairs H5. Repairs completed right first time
Radian target
Q2
Q3
Q4
Q1
Housemark upper quartile
17/18
16/17
16/17
16/17
17/18
15/16
---
95.0%
97.6%
97.8%
97.9%
97.1%
71.1%
---
6]LYHSS:H[PZMHJ[PVU^P[O9LWHPYZ ]Z
94.0%
94.8%
94.5%
94.7%
94.4%
93.2%
---
;HYNL[
(WY 4H` 1\U
1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 1b:1
5
9LWHPYZ*VTWSL[LK9PNO[-PYZ[;PTL ]Z
• Satisfaction with repairs and the number of jobs "Right First Time" are ahead of target and the top quartile of performance. • All day to day trades staff have received refresher training on their PDAs (Personal Digital Assistant). • A new material ordering process through the PDA has been introduced which will ensure an improved audit trail of each repair.
;HYNL[
(WY 4H` 1\U
1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 1b:2
6
1c. Satisfaction with ASB services Key Performance Indicator (KPI)
H6b. Respond to a minimum of 90% of initial ASB reports within one working day and draft an action plan H7b. Provide weekly progress updates to ASB complainants in a minimum of 90% of cases (in a format and frequency determined by the customer)
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
Housemark upper quartile
15/16
---
9LZWVUK[VHTPUPT\TVM VMPUP[PHS(:)YLWVY[Z^P[OPUVUL ^VYRPUNKH`HUKKYHM[HUHJ[PVUWSHU ]Z
90.0%
99.0%
99.0%
98.0%
82.0%
---
---
90.0%
97.0%
97.0%
96.0%
89.2%
---
---
(WY 4H` 1\U 1\S (\N :LW ;HYNL[
6J[ 5V] +LJ
1HU
-LI 4HY
Graph 1c:1
7
7YV]PKL^LLRS`WYVNYLZZ\WKH[LZ[V(:)JVTWSHPUHU[ZPUH TPUPT\TVM VMJHZLZPUHMVYTH[HUKMYLX\LUJ`KL[LYTPULK I`[OLJ\Z[VTLY ]Z
• An automated reporting system for monitoring contact was introduced in April which we are rolling out across the business. • The inclusion team are undertaking further work to find out how and when customers want to be contacted to enable us to further improve our service. • Our tenant satisfaction shows high satisfaction with our ASB service: 100% satisfied with being kept up to date with progress; 100% satisfied with support; and 94.7% overall satisfaction.
(WY 4H` 1\U ;HYNL[
1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 1c:2
8
1d. Complaints
:H[PZMHJ[PVU^P[O*VTWSHPU[/HUKSPUN ]Z
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
15/16
---
H8. Satisfaction with complaint handling
75.0%
78.8%
74.1%
75.6%
74.0%
74.0%
---
H9. Satisfaction with complaint outcome
74.0%
Key Performance Indicator (KPI)
Housemark upper quartile
77.1%
74.6%
72.8%
67.8%
---
---
(WY 4H` 1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY ;HYNL[
Graph 1d:1
9
:H[PZMHJ[PVU^P[O*VTWSHPU[6\[JVTL ]Z
(WY 4H` 1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY ;HYNL[
• Satisfaction with complaint handling currently meets the HouseMark upper quartile of 74%. To achieve our target of 75% we are working on keeping customers better informed, managing expectations and resolving complaints in a timely manner. • Complaint numbers are reducing. We have had an increase in "Neither/Nor" responses which account for 12% of responses. 20% are "Dissatisfied". • There is no HouseMark upper quartile target for 2017/18 (2016/17: 66.4%) as too few organisations are reporting this. This suggests that other organisations are finding this hard to meet, and perhaps are challenging the validity of this measure.
Graph 1d:2
10
2. Gas servicing compliance .HZ:LY]PJPUN7LYJLU[HNL*VTWSPHUJLHUK6\[Z[HUKPUN*LY[PMPJH[LZH[7LYPVK ,UK8
2a. Gas servicing compliance
Key Performance Indicator (KPI)
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
Housemark upper quartile 15/16
---
H13. Gas safety percentage of homes with gas certification at month end
100%
100%
99.99%
100%
99.99%
100%
---
• There was one property with an outstanding gas certificate at the end of the quarter which was due to an access issue. After ongoing contact, access was obtained shortly after the end of the quarter.
(WY 4H` 1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY ;HYNL[ *VTWSPHU[
Graph 2a:1
11
3. Tenancy and money matters
*VTIPULK=VPK;\YUHYV\UK;PTL *VTWHYPZVUV]LY;OYLL@LHYZ
3a. Allocations and voids
Key Performance Indicator (KPI)
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
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
20.6 days 20.6 days 21.4 days 20.6 days
---
*HSLUKHY+H`Z
Radian target
---
(]VU
0.5%
0.5%
0.5%
0.5%
0.5%
0.5%
---
8[Y 8[Y 8[Y ;HYNL[
3VUN^VVK 7HYR
9V[OLY
:VSLU[
;OHTLZ
9HKPHU
*Prior to 2016/17, Longwood Park and Thames performance was reported as a combined figure.
Graph 3a:1
12
=VPK3VZZHZH7LYJLU[HNLVM+LIP[ 8@;+*VTWHYPZVUV]LY;OYLL@LHYZ
• Void turnaround time exceeded target at the end of the quarter however some areas have stronger performance than others, which we will minimise through lean review and better team work. • Void loss has continued into the new year with strong performance and the year on year trend shows improvement. • The void loss target has been stretched from 0.8% to 0.5% for the new year to align with the HouseMark upper quartile and to drive further improvement.
8[Y (SS7YVWLY[PLZ .LULYHS5LLKZ /M67 ;HYNL[.LULYHS5LLKZ
/M67
8[Y
8[Y
Graph 3a:2
13
3b. Income management Key Performance Indicator (KPI)
H22. All net current tenant arrears (as percentage of annualised debt)* H23. Social & Affordable only net current arrears (as percentage of annualised debt)
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
Housemark upper quartile
15/16
---
(SS5L[*\YYLU[(YYLHYZHZH7LYJLU[HNLVM+LIP[ *VTWHYPZVUV]LY;OYLL@LHYZ
2.5%
1.7%
1.9%
1.5%
1.7%
---
---
2.2%
1.7%
2.0%
1.6%
1.6%
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.
;HYNL[
(WY
4H`
1\U
1\S
(\N
:LW
6J[
5V]
+LJ
1HU
-LI
4HY
Graph 3b:1
14
:VJPHSHUK(MMVYKHISL5L[*\YYLU[(YYLHYZHZH VM+LIP[ *VTWHYPZVUV]LY;OYLL@LHYZ
• Performance has improved on the same time last year with rent arrears reducing. • With further roll outs of Universal Credit across the Radian geography, we are closely monitoring the accounts of those residents affected.
;HYNL[
(WY
4H`
1\U 1\S (\N :LW 6J[ 5V] +LJ 1HU -LI 4HY
Graph 3b:2
15
4. Satisfaction with landlord service 4a. Satisfaction with the landlord service Key Performance Indicator (KPI)
H30. Overall satisfaction with the landlord service*
Housemark upper quartile
Radian target
Q2
Q3
Q4
Q1
17/18
16/17
16/17
16/17
17/18
15/16
---
84.9%
85.6%
85.3%
85.5%
---
---
---
(Combined tenants and owners)
• Following the appointment of a new organisation to complete the rolling programme of STAR surveys, we are not able to report a satisfaction figure as at 30th June 2017. • At 10th July, 398 surveys had been undertaken (half of those as at this time last year) and overall satisfaction stood at 86.9%. • Our new contractor is working to catch up the number of surveys and an update will be included in the Q2 edition of this report.
16
