REPAIRS

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					Business Priority 1.1          Repairs

(a) Backlog

Number of repairs in holding contracts at 30/9/03                 57297
Jobs cancelled to date                                            12186
Jobs completed to end December                                     8957
Backlog outstanding at end-December                               36154


               Planned Completions 31/12/03            Actual Completions 31/12/03          % Planned Completed
 35000

 30000
                                                              0.74393531
 25000

 20000                                                                                                  0.720301162
                                                                                             29353
 15000              0.702491188                                                                         21143
                   16739
 10000
                            11759                       12614
                                                                    9384
  5000

      0
                         AWG                                ACCORD                                 CITY

This graph shows completions to date against programme for the clearance of the backlog. Both contractors
are behind target as at the end of December. Please note that "completions" for this purpose include job orders
cancelled as no longer necessary, as well as actual completions of work.

(b) Responsive Repairs

      100%
                                                    Right-to-Repair
        99%                                              Actual           Target

        98%

        97%

        96%                             95.5%                                 95.4%            95.5%
                                                          95.2%

        95%

        94%
                94.6%
                    2002/3             1st Qtr           2nd Qtr            October          November


This chart now gives our best estimate of jobs that fall within the right-to-repair regulations - equivalent to the old
BV72. The year -to-date figure reported here is 95.4%, compared to 93.2% on the old basis of all repairs classified
as urgent. The reason for this is not that RTR jobs are done more quickly than other urgent jobs, but that this
count includes all jobs done as 2-hour emergencies, mostly out-of-hours. Citywide performance has been constant
during this year.




                                      Appointments Made & Kept
      90%                                         86.1%                       Actual          Target

      85%              80.9%
      80%                                                                     76.1%
                                                                                                           73.7%
      75%

      70%
                       1st Qtr                   2nd Qtr                  October                        November

                                                  2002/3         2003/4    AWG            Accord
            Total Qualifying Jobs                  53537          60208    41163           19045
            Appointments Made                      29562          50626    34556           16070
            % Appointments Made                    55.2%          84.1%    83.9%           84.4%
            Appointments Kept                      28390          48814    34313           14501
            % Appointments Kept                    96.0%          96.4%    99.3%           90.2%
            BV185 - Made & Kept                   53.03%         81.08%   83.36%          76.14%

Please note that the latest month's data is always an underestimate because not all job details are yet back in.
This figure will therefore be adjusted upwards next month. Nonetheless there appears to be a decline in
appointments made and kept during the autumn, which applies to both contractors.
While both call centres have a policy of offering appointments in all cases, not all jobs come through the call
centres, and not all jobs are reported by the tenant themselves. Some tenants may not want an appointment on
the am/pm basis offered. The figure for appointments made is therefore unlikely ever to reach 100%.

(c) Gas Servicing


   60000              Planned         Actual             %
                                                                                  0.860582204
   50000

   40000

   30000            0.814431487            0.814306826
                                                                                                               0.823864705
   20000

   10000      20580           16761      21654           17633                                         53158     43795
                                                                      10924            9401
       0
                      Qtr 1                      Qtr 2                        Qtr 3                        YTD

This graph provides City wide performance for our gas service contractors. There are currently 7 contractors operating
across the City. The information for quarter 3, includes only October and November's data. Performance in October was high
at 94.67% of all planned works actually being carried out. This performance was not sustained in November and it fell sharply
to 77.33%. Year to date performance has remained relatively consistent between 81 and 82%.
This graph provides City wide performance for our gas service contractors. There are currently 7 contractors operating
across the City. The information for quarter 3, includes only October and November's data. Performance in October was high
at 94.67% of all planned works actually being carried out. This performance was not sustained in November and it fell sharply
to 77.33%. Year to date performance has remained relatively consistent between 81 and 82%.




This does not include servicing done after the programmed month, and programmed work is low for the 4th quarter
to allow for late servicing where access is difficult to obtain. The total servicing done as a percentage of that
planned for the year will therefore be higher than these figures. We will report this figure next month.


(f) Customer Services
Call Centre Analysis

                                     Call Centre Response Time
           100                      Accord       AWG
                                                                          102                        91
             80
                                                  61
                            56
             60                                                          43

             40                                                                                 25
                            20                    21
             20

              0
                         1st Qtr                2nd Qtr               October               November


The time quoted for AWG includes the 25 seconds required to go through the automated menu. It is however
comparable with Accord in that both contractors count the time from the point that the automated message starts.
There should not be any delays in the customer having their call connected to the introductory message or menu.
Times increased substantially in October owing to the additional calls received in relation to the backlog letters.
AWG performance has been hampered by recent staff shortages and a high turnover of call-centre staff.
Planned Completed
                          75%

                          74%

                          73%

        0.720301162       72%

        21143             71%

                          70%

                          69%

                          68%



 . Both contractors
ose include job orders




                  95.4%




                    YTD


- equivalent to the old
 is of all repairs classified
nt jobs, but that this
mance has been constant




        73.7%



      November




etails are yet back in.
be a decline in

me through the call
ant an appointment on




                         87%
                         86%
                         85%
                         84%
                         83%
             0.823864705
                         82%
                         81%
              43795      80%
                         79%
        YTD

ently 7 contractors operating
. Performance in October was high
 ned in November and it fell sharply
82%.
  53158




ently 7 contractors operating
. Performance in October was high
 ned in November and it fell sharply
82%.




 is low for the 4th quarter
percentage of that




menu. It is however
 mated message starts.
 ory message or menu.
o the backlog letters.
all-centre staff.
Business Priority 1.2 Voids


                                 Average days to relet ordinary voids
                              2002/3             2003/4             Original Target           Revised Target
      70      60.7
      60                 54.43
                                       48.9           50.65                        50.8        50.8
                                                                    46.2                                       47.2
      50
      40      46.95
                         39.43         37.82          39.5
      30                                                            35.1

      20
             1st Q      2nd Q          Oct            Nov           Dec            Jan         Feb         March


                              Average days to relet
                              ordinary voids Year to                             41.8
                              Date
                              Last Year (2002/3)                                 54.7

Turnround time is measured from the end of the previous tenancy to the acceptance date of the new
tenancy for ordinary voids. An ordinary void is defined as one that goes through the ordinary reservicing
procedure, without delays for assessment, and excluding capital-type works.


December performance is better than the new tougher target of 38 days, and is the lowest figure we have recorded since
starting this monitoring. There will however inevitably be a rise in the next two months because of Christmas, and it will
not be possible to achieve 38 days for the average for the complete year.

Average turnround time for major works voids is 331 days (11 months). These account for about one in eight
of all properties relet. Average turnround for all properties relet is 67 days.

Long-Term Voids


                                               Long-Term Voids
     500                                       Long-Term Unavailable             Target


     400      436                                                                                          439
                        407        409                                                          396
                                                375                        385          380
     300                                                      363


     200

     100

        0
            Apr-03    May-03 Jun-03            Jul-03     Aug-03 Sep-03             Oct-03    Nov-03 Dec-03


This chart shows all property empty over 6 months except for that which is (a) for demolition in the near
future (b) is fit for letting. It is currently only approximate, and more work needs to be done on the definition
of when properties for demolition should be excluded. The apparent increase in December is not a real
increase, but due to the inclusion of an additional group of properties not on the old report.
Void Loss
                                     Total Debit                    Void Loss     Percentage
   2002/3                           £197,572,557                   £5,738,330        2.90%
   2003/4 (week 38)                 £140,965,129                   £3,432,007        2.43%

Void loss includes empty properties awaiting demolition which are not in this year's clearance programme.
It excludes however empty garages, most of which are not available for letting.

It is intended to report this regularly on a monthly basis in future.
Complaints



                             RESPONSES TO COMPLAINTS (HM)
  100%
                 89.1%                90.8%
   90%
                                                                     79.4%
   80%                                            86.0%
                    TARGET      CITY_PERIOD

   70%                                                                               62.5%

   60%
              1st Qtr           2nd Qtr         37895            37926             37956


This chart shows performance against the target of investigating and responding to complaints
within 28 days. It covers Housing Services only. Performance for the year to date is 85.1%
against the target of 90%. This is lower than the figure of 86.7% recorded for 2002/3.

There is much more useful information to be extracted from complaints, by analysing subject,
incidence, whether justified, and what remedies result. The Housing Department has set up a
new database this year to facilitate this analysis, and will be reporting shortly.
Business Priority 1.5 Increase the use of legal action to control Anti-social
behaviour
                                              Legal Actions taken 2003-04
70

                 Legal actions
60                                                                                   48             60
                 CUMULATIVE TARGET

50                                                                          38

40

30                                                            24
                                                   15
20
           3                            10
                                 7
10

 0
        Apr-03             May-03    Jun-03      Jul-03     Aug-03    Sep-03       Oct-03      Nov-03



In order to hit the target of 85 legal actions this year, an average of 7 a month is required. After a slow
start, we are now above target in this area.




Category A: Those involving threats or violence. Category B:Any other anti social behaviour
RENT COLLECTION AND ARREARS
Business Priority 3.3 - Rent Collection
          The percentage of cash collected in the period
                                                                                                                                     2003/04
 120%
                                                  117.3%                                                                             2002/03
 115%
                                106.0%                                                             104.3%                            TARGET
 110%                                                           102.5%
 105%                96.6%
 100%
  95%
  90%     85.4%
  85%                                                                         96.1%
                                                                                           92.7%
  80%
  75%                                                          81.9%




 Period


                     Cash Collected           98.73%                        Best Value PI                92.98%
                     Cash Collected           94.07%                        Best Value PI                92.34%

Commentary on cash collected
Performance was good in the 4 weeks ending just before Christmas. This is primarily because the previous
The period information for the percentage of cash (rent) collected in 2003/04 is reported in the same timescale

 £190                                      The average arrears per tenant
 £180
            £185       £184                                £183        £180
 £170                              £181      £178                                   £179        £181        £180
 £160
                                                                                                                                      2003/04
 £150
                                                                                                                                      2002/03
 £140


 Period

Average Arrears per tenant
Period      1          2           3          4            5           6        7           8           9          10       11        12
2003/04    £184.83    £183.85    £180.65    £177.98   £182.55     £179.94      £178.91     £180.96     £179.65
2002/03    £160.55    £162.80    £164.70    £162.81   £162.84     £165.22      £161.60     £162.28     £161.31   £171.71   £170.99   £172.99


Commentary on average arrears per tenant

The average arrears per tenant measures the total current arrears against the number of occupied properties.
This is a self adjusting calculation for it takes into account fluctuations in stock levels and voids. The average
arrears peaked in the first period of 2003/04, and has remained above its comparative period for the pervious
year. In effect it is flat. On an annualised basis this is equivalent to 6.7% of gross debit.
                2003/04
                2002/03
                TARGET




 ily because the previous
orted in the same timescale




                2003/04

                2002/03




                           13


                          £182.36




ber of occupied properties.
 s and voids. The average
ive period for the pervious
debit.
Sickness Absence

                                              Average days sickness
   1.6



   1.4                                                                         1.343968681

                                                                     1.329614681
                                1.285656258
   1.2 1.26083288
                  1.211774425                1.221778569
                                         1.161812393
                                                      1.137661175
   1.0
                                                                          2002/3 in period     2003/4 in period



   0.8
          April      May        June    July        Aug   Sept      Oct      Nov       Dec   Jan     Feb      March

Breakdown by Division

          Housing Services                          16.80 days
          Investment & Procurement                  6.11 days
          Private Sector & UR                       6.65 days
          Resource Management                       8.66 days
          Strategy                                  6.04 days

          TOTAL for Department                      13.89 days

These figures are annualised totals for the year to date. As at end-November we are likely to achieve

Long term sickness

             2003/04 - The number of employees off sick for more than 4 weeks

    110

    100

     90

     80

     70

     60
              Apr               May           Jun         Jul        Aug            Sep       Oct           Nov

The number of long-term sickness cases (ie absence of 4 weeks or more) has risen again
and now stands at 91. Long-term sickness usually accounts for more than half of all days
lost.
       2003/4 in period




                      March




ber we are likely to achieve




                    Nov

 more) has risen again
re than half of all days
Key Performance Indicators related to CPA 2003 and City Council Performance Plan
Housing Management Services
                                                                                             Results
Indicator                                                             CPA   PP    2000/1     2001/2

BVPI 66a - Proportion of local authority rent and arrears collected
                                                                      X     X     92.30%   92.06%
LI16 (xBV68) - Average relet time for local authority dwellings       X     X    7550.00% 6303.00%

BVPI 184a - The proportion of LA homes which are non-decent
                                                                            X
BVPI 184b - the percentage change in non-decent homes year on
                                                                      X
year
LI51 - Percentage of repairs expenditure which is planned (as
against responsive)
                                                                            X
LI53 - Number of CBHOs in development                                       X
LI54 - Number of CBHOs in operation                                         X
LI55 - Use of legal action to control anti-social behaviour                 X
LI52 (xBV72) - Percentage of urgent repairs completed in
Government time limits
                                                                      X     X    88.00%      85.00%
LI42 (xBVPI 73) - Average time taken to complete non-urgent
responsive repairs
                                                                      X             32          37
BVPI 185 - Percentage of responsive repairs for which the
authority both made and kept an appointment
                                                                      X
BVPI 74 - Percentage of council tenants satisfied with service
provided by their landlord
                                                                      X     X    61.00%      61.00%
BVPI 75 - Percentage of council tenants satisfied with
opportunities for participation in management and decision-           X     X
making                                                                             56%         56%
BVPI 63 - Average SAP rating (energy efficiency) of local
authority dwellings
                                                                      X          3700.00% 3600.00%
BVPI 62 - Proportion of unfit private sector dwellings made fit/
demolished
                                                                      X           1.00%       3.52%
BVPI 183a - The average length of stay in bed and breakfast of
households with children accepted as homeless and in priority         X
need

Households with Children accepted as homeless and in priority         X
need in bed and breakfast accommodation over a 6 week period
Commentary
This table has been produced to link the Performance Improvement Plan to the published indicators, and those used by

A number of the CPA indicators are not included in the PIP. This is either because they are measuring other parts of th

Current performance data is the latest available, and is either for the half-year, for November or December. The short ti

Comments on progress and red/ white indicators
BV184 - decent homes. Information based on half-year return to ODPM.
LI42/51/52 - responsive repairs. The performance on right-to-repair jobs is static at just over 95%. The average time fo
BV62 - there are currently over 500 pieces of qualifying work in progress. A final out-turn is therefore expected that is cl
BV183a - the number of households and their average length of stay is higher than last year. This is due to pressure on

* Monitored annually
** September (half-year) data
BVPI164(relating to compliance with the CRE code of practice in rented housing) is a non-numeric indicator that contribu
          Results                          Targets              Met top    Current
                      2002/3     2003/4    2004/5      2005/6   25%        Performance    Progress
                                                                                               Y
                                                                                               A
                      92.36%      93%        94%        95%       96.8%       92.98%
                     5370.00%    4600%      4200%      4000%     4300.0%     4180.00%          G
                                                                                                 G
                                                                                               R
                      73.78%      60%        50%        40%                   73.4%**
                                                                                               R
                      9.40%       20%        17%        20%                    0.5%**
                                                                                               R
                      41.00%      56%        65%       65%                      N/A
                      0.00%      600%       600%       600%                   0.00%            A
                     200.00%     200%       800%      1400%                  200.00%           G
                     5600.00%    8500%     10000%     10000%                 7000.00%          G

                                                                                                  R
                      95.00%      97%        98%        99%       95.0%       95.40%
                                                                                               R
                       32.1                None set                14.8         N/A
                                                                                               G
                       53%        80%        85%        90%                    81.1%

                       54%        65%        70%        75%      77.60%        54%*


                       49%        55%        60%        65%        56%         49%*

                      4100%      4400%      4500%      4700%    5450.00%        41*
                                                                                              R
                        3%         3%        2%         2%        4.60%       0.55%**
                                                                                              Y
                                                                                              R

                     12.3 days      5         0          0                   24 days**
                                                                                               G

                                    0         0                                  0

published indicators, and those used by the Audit Commission in assessing the service under the

use they are measuring other parts of the service than the landlord service (BV62 & 183), or because

or November or December. The short time scale for this report in the context of the Christmas break




c at just over 95%. The average time for non-RTR jobs is rising sharply as the backlog is cleared, but
  out-turn is therefore expected that is close to target.
an last year. This is due to pressure on rehousing resources.
) is a non-numeric indicator that contributes to CPA. BCC currently complying with the requirements
             Key to Traffic Lights
Milestones              meaning of milestone light        PIs     meaning of PI light

                                                                  Performance deteriorating or showing
                        Most or all milestones missed
                                                                 no improvement
   Red                                                     Red


                                                                  Improvement from previous period but
                             Some milestones missed             still short of target
  Amber                                                   Amber


                 All or nearly all milestones achieved          Target achieved
  Green                                                   Green


              No deadlines or milestones have yet been
   o                                           reached     -      There are no relevant PIs for this Project

  White                                                   Dash
Arrows   meaning of arrows


         Downwards trend in performance




         Performance trend is static



         Upwards trend in performance

				
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