Performance Home Governance Dashboard Corporate Dashboard
Welcome to our performance pages
Asset Management Income Management Housing Services ASB Management
Use the links on the left to view a performance report for each service. The Dashboard is a summary of our most important performance indicators. These are related to our Corporate Plan and are closely monitored by the Board.
Supported Housing TeignCare Customer Services
January 2014:
4
1
6
Community Dev't Human Resources Corp. Services & Board IT Finance Development
If you need any help using these pages, or understanding the information, please contact Karen Ball on 01626 322 771.
Governance Dashboard
Performance Home Governance Corporate Dashboard Asset Management
Exception Report There are no exceptions to report on this month.
Income Management Housing Services ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Number of Red Corporate Risks
-
3
1
1
1
1
-
Number of Amber Corporate Risks
-
14
14
14
14
14
-
Number of Green Corporate Risks
-
14
16
16
16
16
-
Number of Actions completed
-
10
16
22
23
22
-
Number of Actions not completed on time
-
12
6
4
4
4
-
Number of Actions completed
-
18
29
53
55
53
-
Number of Actions not completed on time
-
20
17
7
13
7
-
Interest cover ratio - Barclays
-
280.00%
251.00%
-
245.00%
245.00%
95.00%
Interest cover ratio - GBSH
-
380.00%
214.00%
-
227.00%
263.00%
110.00%
Asset cover ratio - Barclays
-
149.93%
-
154.77%
-
154.77%
110.00%
Asset cover ratio - GBSH
-
149.93%
-
154.77%
-
154.77%
105.00%
Debt per Unit - Barclays
-
£
9,444 £
9,897 £
9,646 £
9,503 £
9,646 £
22,000
Debt per Unit - GBSH
-
£
9,444 £
9,897 £
9,646 £
9,503 £
9,646 £
21,000
Governance Dashboard Risk
Governance Action Plan
Operational Plan
Covenants
Corporate Dashboard
Performance Home Governance Corporate Dashboard Asset Management Income Management Housing Services ASB Management Supported Housing
The Dashboard is a summary of our most important performance indicators. These are related to our Corporate Plan and are closely monitored by the Board. Exception Report Customer satisfaction with repair - Whilst our customer satisfaction is remaining at a consistent level, work is ongoing to improve on this by way of review of the survey form and continuing customer contact. Gas, Oil and Solid Fuel safety checks up to date - There was one property that we were unable to gain access to in January. Access was gained on the third appointment, we could not complete the service at this time due to a fault on meter. A follow up appointment was made but we were unable to gain access. Another appointment with the tenant has now been made.
TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Rent collection rate - Historically, collection rates drop during December & January all efforts will be made to recover missed payments from December and January. Collections will be monitored weekly. Void Loss on homes as % of gross rent – Re-let times and turnover have increased which has affected void loss. Average re-let (exc MW’s) – The volume of voids remains high with a 29% increase in lettings compared to January 2013. 13 voids were over 30 days, the Christmas break affected both repair works and allocations. Gas repairs significantly affected 2 voids and consideration is being given to using a different contractor for void works. Additional focus is being given to HTLs and shortlisting. Average re-let (inc MW’s) – 2 major works voids were affected by heating works averaging 77 days (see above).
Benchmarking 2011-12 (Upper Quartile)
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
93.2%
94.5%
96.2%
94.4%
85.2%
95.1%
90.0%
N/A
74,064
18,744
18,800
18,935
7,109
63,588
-
N/A
97.4%
100.0%
100.0%
83.3%
100.0%
96.7%
95.0%
N/A
78
25
15
18
3
61
-
N/A
93.64%
93.33%
92.69%
93.93%
92.89%
93.28%
95.00%
N/A
1306
540
520
559
211
1,830
-
-
99.07%
95.24%
98.67%
95.00%
N/A
108
21
75
-
-
84.62%
83.33%
93.75%
86.00%
77.30%
52
12
6
12
2
32
-
-
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
94.09%
90.04%
95.91%
96.15%
99.44%
94.58%
97.50%
98.30%
2
0
0
0
1
1
0
0
Rent arrears as % of annual debit
1.72%
2.05%
1.97%
1.89%
1.98%
1.98%
1.75%
1.90%
Void loss on homes as a % of gross rent
0.54%
0.78%
0.84%
0.79%
0.71%
0.79%
0.55%
0.46%
22.60
25.20
28.70
26.60
30.20
27.40
21.00
18.71
25.00
30.30
33.80
31.30
35.40
32.40
29.00
N/A
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
£569.73
£534.23
£252.82
£135.19
£60.71
£698.95
Q2
£595.42
£1,058.75 £211.34
£190.77
£53.85
£1,169.23
Q2
£992.00
Corporate Dashboard
Customer care Telephone response rate (number of calls answered in 20 seconds / total number of calls) Complaints response rate Customer satisfaction with key services Repairs
Standard of Property at Letting
Complaints Process
Corporate Dashboard (Cont…)
100.00% 100.00% 100.00% 24
27
3
100.00% 100.00% 100.00%
Benchmarking 2011-12 (Upper Quartile)
Key performance indicators Repairs completed on time Overdue Gas, Oil and Solid Fuel safety checks
Average re-let time - All – excluding major works voids Average re-let time - All – including major works voids
Benchmarking Responsive Repairs & Voids Cost Per Property Major Works & Cyclical Cost Per Property Housing Management Cost Per Property
£1,933.29
2013-14 Benchmarking Estimated 2011-12 (Upper Quartile Quartile)
£443.15
£207.56
£195.72
£234.20
£203.77
£211.51
Q1
£344.22
Anti Social Behaviour Cost Per Property
£36.27
£33.52
£38.39
£32.04
£28.42
£34.20
Q3
£24.00
Estate Services Cost Per Property
£118.50
£123.28
£29.33
£29.76
£7.68
£117.14
Q2
£112.97
Overheads as a % of Adjusted Turnover
14.05%
7.84%
9.18%
7.47%
6.96%
8.06%
Q1
9.19%
Asset Management
Performance Home Governance
Asset Management
Asset Management is responsible for delivery of all planned/cyclical maintenance, including improvements to homes and maintenance of fire equipment, lifts etc. They also manage the responsive repairs, void repairs, gas servicing arrangements, routine cleaning and grounds maintenance service to the communal areas, responsive caretaking and responding to emergencies such as fly-tipping and graffiti.
Income Management
Exception Report
Housing Services
Customer satisfaction with repair - Whilst our customer satisfaction is remaining at a consistent level, work is ongoing to improve on this by way of review of the survey form and continuing customer contact.
Corporate Dashboard
ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources
Gas, Oil and Solid Fuel safety checks up to date - There was one property that we were unable to gain access to in January. Access was gained on the third appointment, we could not complete the service at this time due to a fault on meter. A follow up appointment was made but we were unable to gain access. Another appointment with the tenant has now been made. % repairs completed on time (By Appointment) - Decembers performance was over target at 98.76% and continues to increase our year to date figure. Quarter Three’s performance has seen marginal improvement over Quarter Two and we continue to work to improve on this with our partner contractors.
Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
83.3%
77.8%
100.0%
100.0%
100.0%
90.9%
95.0%
18
9
3
9
1
22
-
100.0%
100.0%
100.0%
92.3%
100.0%
97.5%
95.0%
49
17
8
13
2
40
-
93.64%
93.33%
92.69%
93.93%
92.89%
93.28%
95.00%
1,306
540
520
559
211
1,830
-
-
75.00%
100.00%
100.00%
-
95.12%
95.00%
0
8
15
18
0
41
-
94.8%
96.3%
96.1%
100.0%
-
97.5%
91.0%
262
27
51
44
-
122
-
87.2%
84.3%
95.0%
100.0%
-
86.1%
86.0%
178
420
40
28
-
488
-
99.1%
95.2%
100.0%
100.0%
100.0%
98.7%
95.0%
108
21
24
27
3
75
-
Performance
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to
Target
99.93%
100.00%
100.00%
100.00%
99.97%
99.97%
100.00%
2
0
0
0
1
1
0
65.32
-
-
-
-
-
65.45
* % repairs completed on time:
94.09%
90.04%
95.91%
96.15%
99.44%
94.58%
97.50%
Emergency (Inc OOH) (24 hours)
93.09%
97.33%
98.86%
98.60%
100.00%
98.44%
99.00%
By Appointment
94.20%
88.66%
95.47%
95.69%
99.30%
93.88%
97.45%
% of appointments made and kept #
-
-
-
-
-
-
95.00%
% of repairs right first time #
-
-
-
-
-
-
85.00%
% of repairs post inspected
11.00%
4.84%
18.90%
11.74%
13.91%
11.65%
11.85%
Gas services % externally audited
11.09%
12.17%
10.54%
9.58%
12.35%
11.01%
10.00%
100.00%
100.00%
100.00%
100.00%
-
100.00%
100.00%
Planned maint. cost per unit
£903.52
£375.51
£510.22
£478.25
£366.32
£445.94
£492.27
Cycl. Maint. Cost per unit
£207.79
£223.87
£219.25
£184.07
£206.50
£208.86
£237.40
* Repairs cost per property
£327.60
£255.18
£531.17
£287.29
£408.06
£363.01
£359.25
Cost per property of routine caretaking service
£52.64
£50.64
£53.94
£50.40
£43.39
£50.83
£53.85
ASSET MANAGEMENT Customer Care * Correspondence response rate
* Complaints response rate
* Customer satisfaction with repairs * Customer Satisfaction with Disabled Adaptations * Customer satisfaction with caretaking
* Cust. satisf. with grounds maint. * Customer satisfaction with standard of property at letting
ASSET MANAGEMENT (cont…) Asset Management Performance indicators Gas, Oil and Solid Fuel safety checks up to date (%) * Gas, Oil and Solid Fuel safety checks overdue Average SAP (2005) rating of properties: Repairs Performance indicators
Disabled Adaptations Performance indicators Disabled Adaptation Works completed within SLA (referral to completion) Financial indicators
# Awaiting new contract
`
Income Management
Performance Home Governance Corporate Dashboard
The Income Management Team ensures that arrears are kept at the lowest possible level by maximising collection. We make payment arrangements with our customers and give general debt management advice and assistance, working closely with external agencies to maximise people’s income from benefits.
Asset Management Income Management
Exception Report
Housing Services
Rent collection rate - Historically, collection rates drop during December & January all efforts will be made to recover missed payments from December and January. Collections will be monitored weekly.
ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board
Rent arrears as % of annual debit (Current tenants) – The % in arrears has dropped slightly and this will be recovered during February. Rent arrears as % of annual debit (Former tenants) – These have increased due to a number of tenancies ending with high value of arrears. Rent arrears as % of annual debit (Total) – This has reduced relative to above. Rents Team cost per unit - The increase in the bad debt provision has had a negative impact on this indicator. Every tenancy that ends with outstanding rents increases this provision so we continue to focus on early prevention to reduce these instances.
IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
98.9%
98.5%
98.9%
99.1%
99.2%
98.9%
92.5%
14,785
3,758
3,832
3,513
1,452
12,555
-
99.85%
97.49%
99.28%
99.76%
99.58%
99.58%
100.00%
Current tenants
1.15%
1.52%
1.41%
1.28%
1.35%
1.35%
1.14%
Former tenants
0.57%
0.53%
0.56%
0.61%
0.63%
0.63%
0.61%
* Total arrears
1.72%
2.05%
1.97%
1.89%
1.98%
1.98%
1.75%
£40.46
£55.07
£51.37
£67.44
£50.41
£57.22
£52.30
INCOME MANAGEMENT Customer care * Telephone response rate (for all of the Housing Teams) Performance indicators Rent collection rate Rent arrears as % of annual debit:
Financial indicators Rents Team cost per unit
Housing Services
Performance Home Governance
The Housing Services Team carries out pre-tenancy interviews for all new tenants, conduct viewings, sign-ups and visit to check how people have settled in. They are also responsible for regular estate inspections to make sure that our estates are well maintained, and deal with issues such as tenancy breaches. This involves liaison with other agencies such as Social Services, Police and Support Agencies.
Corporate Dashboard Asset Management Income Management Housing Services ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance
Exception Report Void Loss on homes as % of gross rent – Re-let times and turnover have increased which has affected void loss. Average re-let (exc MW’s) – The volume of voids remains high with a 29% increase in lettings compared to January 2013. 13 voids were over 30 days, the Christmas break affected both repair works and allocations. Gas repairs significantly affected 2 voids and consideration is being given to using a different contractor for void works. Additional focus is being given to HTLs and shortlisting. Average re-let (inc MW’s) – 2 major works voids were affected by heating works averaging 77 days (see above). % of Lettings to BAME households – There were no BAME lets in January, YTD % is affected by lower numbers of BAME lets pin Q1 and Q2, further analysis will be completed at the end of Q4. % Tenancy Turnover – Turnover has increased by 3%, 30% of voids related to the ageing population (mortality rate and customers going into residential care), 18% relate to internal transfers one of which was a downsize move.
Development
HOUSING SERVICES
Performance
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to
Target
95.3% 1,017 94.4% 18 98.1% 108
98.0% 196 100.0% 6 95.5% 22
91.7% 242 100.0% 6 100.0% 23
96.2% 210 100.0% 5 92.6% 27
98.8% 81 0 100.0% 3
95.5% 729 100.0% 17 96.0% 75
95.0% 95.0% 95.0% -
0.54% 22.7%
0.78% 24.3%
0.84% 23.3%
0.79% 22.3%
0.71% 22.1%
0.79% 23.2%
0.55% 22.5%
22.6 25 2.50% 97.0% 6.72%
25.2 30.3 1.41% 97.6% 8.10%
28.7 33.8 0.00% 100.0% 9.58%
26.6 31.3 3.90% 97.4% 8.78%
30.2 35.4 0.00% 94.2% 9.58%
27.4 32.4 1.53% 97.4% 8.90%
21.0 29.0 2.50% 95.0% 6%
94.27%
98.0%
93.1%
97.0%
93.1%
95.9%
95.0%
£406.58
£408.38
£403.69
£434.56
£398.29
£413.92
£420.62
Customer care * Correspondence response rate * Complaints response rate * Customer satisfaction with lettings process Performance indicators * Void loss on homes as % of gross rent Void loss on garages as % of gross rent Average re-let time: All – excluding major works voids All – including major works voids % of Lettings to BAME households Published est. inspections completed Tenancy Turnover % of new tenant visits completed within first six weeks Financial indicators Cost per property of housing management
ASB Management
Performance Home Governance Corporate Dashboard Asset Management Income Management Housing Services ASB Management Supported Housing
Exception Report ASB Customer Satisfaction Survey Response Rate – Only 2 surveys were sent in January and both are actively being followed up. With one case an initial report was made to us which was investigated and early intervention used but the complainant has not engaged with us since.
TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
ANTI SOCIAL BEHAVIOUR (ASB) MANAGEMENT
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
74.3%
75.0%
100.0%
100.0%
-
93.1%
82%
35
8
5
16
0
29
-
59.3%
28.6%
27.8%
61.5%
0.0%
39.2%
60.0%
59
28
18
26
2
74
-
90%
91%
92%
89%
100%
91%
90%
£17.22
£19.11
£21.97
£15.93
£13.57
£18.47
£21.57
Customer Care * Customer satisf. with management of ASB
ASB Customer Satisfaction Survey Response Rate Performance indicators ASB actions completed on time Financial indicators ASB cost per unit
Supported Housing
Performance Home Governance Corporate Dashboard Asset Management
The Sheltered Housing Co-ordinators provide a housing related support service to tenants in sheltered housing schemes by identifying need and helping them to access appropriate services. They provide daily welfare calls and twice weekly visits, responding to emergencies as they arise. The Floating Support Workers help tenants not living in sheltered housing by providing help and advice to maintain their tenancies.
Income Management Housing Services ASB Management Supported Housing
Exception Report Number of OP Supported customers receiving visits – We have experienced a higher than usual number of voids for our sheltered sites. These figures are also based on our customer database which does not contain up to date or incorrect information. Staff are working on correcting this by the end of the month.
TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Scheme Observations completed in the
100.0%
100.0%
100.0%
100.0%
-
100.0%
100.0%
% of quarterly pull cords tested in quarter
97.5%
97.0%
95.5%
97.4%
-
96.6%
95.0%
% of pendants tested in month
97.4%
96.3%
96.4%
96.9%
98.0%
96.7%
95.0%
Number of OP Supported alarm only
-
163
166
176
175
175
167
Number of OP Supported customers receiving
-
514
513
495
496
496
505
£93.16
£82.99
£76.14
£85.87
£84.62
£81.98
£86.03
£103,190
£122,884
£115,124
£81,796
£58,380
£101,779
£92,633
SUPPORTED HOUSING Performance indicators
Financial indicators Supported housing cost per unit Supported Housing Surplus generated
TeignCare
Performance Home Governance Corporate Dashboard
TeignCare helps people to live independently in their own home by providing an alarm service. The service is available to tenants and private customers. At the press of a button a call is sent to the Taunton Deane call centre where a team of specially trained staff will answer the call and take appropriate action.
Asset Management Income Management Housing Services ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Exception Report Calls responded to in 180 seconds – Comments from Careline - Over the last couple of months we have been managing increased call volumes due to the inclement weather conditions and flooding that has affected our customers, unfortunately added to this we have suffered with unprecedented absence in the control room resulting in us missing the KPI's marginally. The team are very aware that your headline KPI figures (shown below) are marginally outside on some of the KPIs, extra resource has been put in place to ensure we meet the KPIs in future months. Number of TeignCare customers – 21 alarms were installed this month, however performance was affected by 31 cancellations with 38% moving into Care homes and 32% passing away. Number of TeignCare customers with HomeSure visits – We have not had the take up we anticipated. The Homesure service is being reviewed. Marketing of both Teigncare and Homesure will continue after the launch of new Teign Logo in February 2014. The new logo and literature is being developed and marketing and promotional activity will begin once all our promotional material is in place. TeignCare Cost per customer - the year to date expenditure is lower than expected due to a delay in starting the marketing campaign, pending the Teign rebrand. Plans are in place to utilise the marketing budget in February and March and we expect to spend the full years budget. Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Calls responded to in 90 seconds
95.90%
94.59%
93.65%
93.61%
94.15%
93.90%
80.00%
Calls responded to in 180 seconds
98.75%
98.31%
98.09%
97.89%
97.71%
98.03%
99.00%
Number of TeignCare customers (Target 20
996
1024
1020
1037
1024
1024
1150
Number of TeignCare customers with HomeSure visits (Target 4 per month / 48 by Year End)
-
4
5
5
5
5
40
TeignCare Cost per customer
£111.98
£98.03
£97.20
£77.99
£82.90
£90.44
£86.70
Surplus generated (£)
£48,805
£74,868
£78,580
£87,168
£86,424
£80,827
£80,298
TEIGNCARE Performance indicators
Financial indicators
Customer Service
Performance Home Governance Corporate Dashboard
The call centre acts as a first point of call for tenants and the public. Predominantly answering calls for responsive repairs they are also able to help with more general enquiries about Teign Housings services and take rent payments over the phone.
Asset Management Income Management Housing Services ASB Management Supported Housing
Exception Report % of Emergency Responsive Repairs (RR) raised as a % of all RR jobs - The high levels of emergency’s in January were due to extreme weather which caused an excessive amount of leaks and roof damage. OOH calls taken by Careline during January were also very high, resulting in a higher percentage of emergencies overall for the month.
TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
90.4%
92.9%
95.3%
93.0%
94.0%
93.8%
90.0%
43,964
10,802
11,315
11,183
4,390
37,690
-
Abandoned call rate
7.44%
4.44%
4.81%
6.52%
9.71%
5.76%
8.00%
Calls resolved by CST (%)
98.5%
95.3%
99.4%
99.6%
99.9%
98.3%
92.5%
% of Emergency Responsive Repairs (RR)
16.28%
16.07%
13.07%
18.60%
21.02%
16.16%
15.00%
% of By Appointment Responsive Repairs
83.71%
83.93%
86.93%
81.40%
78.98%
83.84%
85.00%
CST cost per unit
£58.46
£60.92
£58.69
£58.44
£56.15
£59.04
£60.68
CST cost per call
£5.15
£4.94
£4.55
£4.58
£3.73
£4.57
£4.95
CUSTOMER SERVICES (CST) Customer Care * Telephone Response Rate Performance indicators
Repairs Performance indicators
Financial indicators
Community Development
Performance Home Governance Corporate Dashboard
The Community Development Team is one of the key links between the organisation and its customers, ensuring that residents’ views are heard, and that partnerships are developed to enhance our communities.
Asset Management
Exception Report Income Management
There are no exceptions to report on this month.
Housing Services ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Resident Involvement spend per unit
£18.34
£10.80
£15.75
£11.73
£9.65
£12.45
£14.45
Community Dev spend per unit
£23.05
£13.67
£18.71
£14.91
£12.75
£15.47
£17.46
COMMUNITY DEVELOPMENT Financial indicators
Human Resources
Performance Home Governance
Human Resources deals with the staff, from the identification of vacancies, through recruitment and selection, training and development, employee relations, remuneration, pensions through to resignation.
Corporate Dashboard Asset Management
Exception Report Income Management Housing Services
Recruitment cost per new starter - This is due to the fact that some positions have not been filled after becoming vacant whilst departments consider the need for the position.
ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Staff turnover
14.81%
6.80%
2.30%
3.29%
2.22%
14.40%
14.00%
Sickness absence
4.19%
4.75%
1.12%
1.94%
3.08%
2.62%
4.50%
6.39
0.38
1.76
1.07
0.33
4.14
3.00
£2,230.77
£2,723.57
HUMAN RESOURCES Performance indicators
Training days per employee
.
Financial indicators £1,919.27
£2,176.09
£2,632.00
Training spend per employee
£392.98
£467.72
£439.52
£415.13
£351.16
£455.52
£482.56
Recruitment cost per new starter
£906.00
£2,351.00
£715.86
£504.50
£1,108.00
£1,258.87
£1,100.00
HR cost per employee
£2,130.79 £2,222.91
Corporate Services and Board
Performance Home Governance Corporate Dashboard
Governance are the team that supports the Board and the Executive. The team support the corporate planning and committee cycle, provide day to day support to the Executive as well as oversee policy and procedure development and complaint administration.
Asset Management Income Management Housing Services
Exception Report There are no exceptions to report on this month.
ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Board meeting attendance
92.1%
100.0%
63.6%
90.9%
90.9%
86.4%
80%
Board appraisals completed
100%
-
-
-
-
-
100%
Board training attendance
96.7%
100.0%
100.0%
100.0%
-
100.0%
90%
Marketing cost per unit
£24.00
£18.29
£16.05
£29.75
£3.92
£19.62
£28.33
Office Services cost per unit
£112.52
£111.08
£112.65
£81.13
£51.10
£96.60
£101.54
Board/Governance cost per unit
£46.25
£45.63
£40.44
£42.98
£67.56
£45.48
£46.73
Executive cost per unit
£100.94
£101.03
£108.22
£100.67
£102.61
£103.26
£104.64
CORPORATE SERVICES & BOARD Performance indicators
Financial indicators
Information Technology
Performance Home Governance
The IT Team is responsible for all computers and telephones. Members of the team provide support to front-line staff and the team ensures we comply with our data protection obligations.
Corporate Dashboard Asset Management Income Management Housing Services ASB Management
Exception Report Support requests resolved on time - January's performance has improved following the improvements with desktop one. We have booked some training time with Orchard which will resolve some long term support calls.
Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
Systems availability
99.939%
99.328%
100.000%
98.736%
99.715%
99.395%
99.950%
Support requests resolved on time
95.01%
87.92%
81.14%
70.62%
78.38%
79.30%
95.00%
£4,269.76
£4,060.28
£3,519.09
£4,021.88
£4,486.53
£109.57
£100.78
£92.34
£99.86
£110.11
INFORMATION TECHNOLOGY Performance indicators
Financial indicators IT cost per employee IT costs per unit
£3,984.63 £3,373.26 £109.17
£91.46
Finance
Performance Home Governance Corporate Dashboard
The Finance Team produces all our performance information, including these pages. We also make sure all payments received are banked and credited to customers accounts, and that invoices from contractors/suppliers are paid promptly.
Asset Management Income Management Housing Services ASB Management
Exception Report Suppliers/contractors paid on time - Performance dropped in January due to a large number of invoices submitted early and utility bills which only have 7 day payment terms. Creditor days still remain below 30.
Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
96.1%
96.2%
98.0%
95.8%
97.2%
96.7%
92.5%
3,143
872
760
753
325
2,710
-
Suppliers/contractors paid on time
89.2%
87.9%
81.0%
82.4%
71.4%
82.9%
92%
Creditor Days
19.30
18.90
20.64
20.77
25.93
20.55
30.00
£210.60
£165.00
£188.20
£171.28
£187.42
£176.13
£199.27
FINANCE Customer Care * Telephone response rate Performance indicators
Financial indicators Finance cost per unit
Development
Performance Home Governance Corporate Dashboard
Development is delivered through a partnering arrangement with the Aster group and Teign Housing is a member of the New Futures partnership. The development team work on building new affordable housing, feasibility options on land for development, conversions of existing stock, changes of use, extensions and land transfer from the local authority.
Asset Management Income Management
Exception Report
Housing Services
There are no exceptions to report on this month.
ASB Management Supported Housing TeignCare Customer Services Community Dev't Human Resources Corp. Services & Board IT Finance Development
DEVELOPMENT
Performance 2012/13
Qtr 1
Qtr 2
Qtr 3
Jan-14
Year to Date
Target 2013-14
-
-
-
-
-
-
95.0%
-
0
0
0
-
0
-
2
0
0
3
0
3
3
Customer Care * Cust. satisfaction with new units Performance indicators New Homes Completed
