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					                                                                                                                                                                                                                                 Appendix A

                  Guinness South Performance Report                                                                                                                    Year End 2009/10

                                                                        Arrears % Rolling 4 Week Average General Needs
                               Target                                               Benchmarking Quartiles
                  Last Year               Actual      Period                                                           Commentary
                              this Year                                                  (see notes)
East                 3.1         <3.0      2.99                                  Lower    Medium      Upper            Early indications, these are the lowest arrears in the Partnership. This target was very stretching

                                                                                                                       London’s performance has been skewed by Loughborough Park where the regeneration of the estate combined with the
                                                                                                                       number of short term lets and illegally sublet homes has impacted on collection rates. In Hackney there are a number of
London               5.8         4.2       6.91
                                                   Week ending      South East    5.1          3.8              3.3    static high level debts amongst CCHT residents that may warrant special write-off treatment in the future. Overall
                                                   4th April 2010                                                      performance in London has recovered well from the peaks in the summer months.

South                 2.8        4.2      3.47
Midsummer              4         3.8      4.84                                                                         GTxP measures in a different way to the Past GM system.
                                                                    London        6.9          6.3              5.4
Guinness South        4.8        4.2      4.99
Definition        Arrears outstanding compared with Social Housing Rent as %

                                                                                                     Voids % General Needs
                               Target                                                  Benchmarking Quartiles
                  Last Year               Actual      Period                                                           Commentary
                              this Year                                                     (see notes)
                                                                                                                       At week 51, void loss was 0.53%, however, week 52, it jumped to 0.86
                                                                                                                       GTxP Team are investigating the sudden jump, but appears to be linked to the sale of three shared ownership
East                 0.4        <.5        0.63                                                                        properties during week 52. If the error is corrected, then we very nearly met the challenging target of 0.50%.At start of
                                                                                                                       09/10 several tenure conversions took place that increased void loss
                                                                                 Lower       Medium            Upper
                                                   Week ending
London               1.3        <.9        0.93    4th April 2010                                                      A pleasing end of year result following a focus on performance and some data cleansing in the past few weeks.
                                                                                 1.76          1.56            1.17
South                0.5        <.9        0.52                     South East
                                                                                                                       GTxP measures in a different way to the past GM system and we are experiencing some technical difficulties in
Midsummer            0.7         0.4       0.77
                                                                     London      2.08          1.26            0.92    reconciling GM voids numbers with those reported in GTxP.
Guinness South                  <.9        0.75
Definition        Voids Rent lost Outstanding compared with Social Housing Rent as %

                                                                           Re-Lets Cycle Time in Calendar Weeks (General Needs) YTD
                               Target                                                  Benchmarking Quartiles
                  Last Year               Actual      Period                                                           Commentary
                              this Year                                                     (see notes)

East                 3.4        <3.0       3.10                                  Lower       Medium            Upper   Many patches achieved 2.0 – 2.5 weeks. Paul Hudson is addressing the issues with his area where the average was
                                                                                                                       4.4 weeks. This was a very stretching target and the outturn compares favourably with our benchmark

                                                                                                                       Although there was an improvement in performance over last year, delays in letting some new homes in Islington at the
                                                                                                                       start of the year affected the average level of performance for the year. We have put some pressure on local authorities
London               9.1         5.2       7.00                                                                        to improve their performance in advertising and putting forward nominees under local choice based lettings schemes
                                                   Week ending                                                         but there is currently little incentive for them to improve. The introduction of a specialist lettings function within the new
                                                                    South East    5.7          4.7              3.7    GS structure should improve performance.
                                                   4th April 2010
                                                                                                                       Combination of choice based lettings system issues ( one LA insists all tenants are visited but has only one staff
South                 4          5.2       5.50                                                                        member to do) , staffing issues particularly in Brighton and older tenants refusing property upgrades which then need to
                                                                                                                       be undertaken when the property becomes void.
                                                                                                                       This is a lagged indicator and the volume of GM data since transfer to GTxP makes this figure less robust than other
Midsummer                                 4.70
                                                                      London       7           5.4              4.7    areas results.
Guinness South*      5.5        5.2       5.10
Definition        This KPI excludes new properties. This is a GT SE target




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                                                                                                                                                                                                                           Appendix A

                    Guinness South Performance Report                                                                                                                Year End 2009/10

                                                                                   Six Month Rolling Repairs Customer Satisfaction (%)
                    Last Year Target                                                    Benchmarking Quartiles
                                           Actual        Period                                                          Commentary
                        *     this Year                                                      (see notes)
East                  83.7        83         89.3                                    Lower    Medium      Upper
                                                                                                                         Performance to date this year has seen a marked improvement on last year. We continue to review this with our
London                71.6        83         82.3                                                                        prominent contractors and are in the process of reducing contractor numbers to support continued improvement in
                                                                                      67.2        75.9            80     customer satisfaction and VFM.
                                                       Oct 2009 to
South                  80         83         85.6                     South East
                                                       March 2010
Midsummer             85.3        83         89.2
managed **                                                              London        59.7         64             66.7
Midsummer **                                 85.6
Guinness South***      80         83         86.2

                    All Customers receiving a reactive repair are on completion sent a questionnaire. Reported is the % satisfaction with the job undertaken. *Last year's outturn is based on the average customer
Definition          satisfaction Sept to March 2009 . Please note the trend for London is upward with Nov 81% -Dec 82% and 83% in Jan 2010.**In discussion with Ian Prendergast to combine Guinness Midsummer
                    managed and owned properties. ***Last year's outturn and target for 2009/10 are GT SE targets



                                                                                 % of Emergency Repairs Delivered to Time
                               Target      Actual                                       Benchmarking Quartiles
                    Last Year                            Period                                                          Commentary
                              this Year                                                      (see notes)
East                  95.9        96        95.51                                    Lower    Medium      Upper
                                                                                                                         The large number of contractors supporting the old GT SE area reduced the effectiveness of supplier management.
London                96.6        96        92.99                                                                        This is being addressed in the 2010/11 Business Plan.
                                                      Performance                     94.3        96.5            98
South                 97.4        96        95.70     April 2009 to South East
Midsummer             97.8        96                 February 2010
                                            96.63
managed                                                              London           89.3        94.6            97.1
Guinness South         96.9       96*       94.62
Definition          The reported figures are the % of Emergency work orders (5,925) delivered within 24 hours -* Target for GT SE- Year End data available Mid May


                                                                                   % of Urgent Repairs Delivered to Time
                               Target      Actual                                       Benchmarking Quartiles
                    Last Year                            Period                                                          Commentary
                              this Year                                                      (see notes)
East                   95         96        93.38                                    Lower    Medium      Upper
                                                                                                                         The large number of contractors supporting the old GT SE area reduced the effectiveness of supplier management.
London                96.2        96        94.66                                                                        This is being addressed in the 2010/11 Business Plan.
                                                      Performance                     94.3        96.5            98
South                 96.3        96        95.03     April 2009 to South East
Midsummer              98         96                 February 2010
                                            96.41
managed                                                              London           89.3        94.6            97.1
Guinness South         96.4       96*       94.68
Definition          The reported figures are the % of urgent works orders (12,716) delivered within 5 working days -* Target for GT SE.Year End data available Mid May




                                                                                                         Page 2                                                                           6782168f-71f4-45cd-a909-ce41ab2e87ef.xls
                                                                                                                                                                                                                                Appendix A

                   Guinness South Performance Report                                                                                                                    Year End 2009/10

                                                                                % of Routine Repairs Delivered to Time
                   Last Year Target       Actual        Period                         Benchmarking Quartiles             Commentary
                             this Year                                                      (see notes)
East                 94.2        96        92.63                                    Lower    Medium      Upper
                                                                                                                          The large number of contractors supporting the old GT SE area reduced the effectiveness of supplier management.
London               92.7        96        94.43     Performance                                                          This is being addressed in the 2010/11 Business Plan.
                                                                                     94.3          96.5            98
South                97.5        96        96.14     April 2009 to South East
Midsummer             99         96        96.60    February 2010
                                                                    London           89.3          94.6            97.1
Guinness South       95.9        96        94.45
Definition         The reported figures are the % of routine works orders (11,628) delivered within 20 working days-* Target for GT SE. Year End data available Mid May


                                                                      Breakdown of Works Orders Raised by Category (%) YTD
                            W'orders                                                   Benchmarking Quartiles
                   Last Year raised       Actual        Period                                                            Commentary
                                                                                            (see notes)
                              YTD
Emergency (E)       19**%     5,925        19.6%
Urgent (U)           50**%     12,716                Performance                                                          The GT SNI report(Nov 2009) commented on the high % of Emergency works orders. The current system defaults
                                           42.0%
                                                     April 2009 to                                                        certain works order types automatically to a category. E.g. all heating works orders are classed as Emergencies. Work
Routine (R)          31**%     11,628      38.4%    February 2010                                                         is ongoing to review and amend this. GM report there breakdown of works orders as 25% (E), 11% (U) and 64% (R)

Guinness South *     100%     30,269***    100%

Definition
                   *A breakdown of all works orders raised YTD (year to date) by category.** This breakdown is for GTSE. ***This number does include orders raised by GM who use a single contractor.


                                                                Overall Satisfaction with Planned Maintenance Schemes in 2009/10
                                              Satisfaction with contractor                  Satisfaction with GT          Commentary
                    No. of Residents
                   Schemes Impacted VG & G*          Respondents          %        VG & G* Respondents              %
East                  n/a        641         84           100             84          89           100             89
                                                                                                                          These average figures mask a significant variation in satisfaction across the planned schemes in London. Whilst the
London                 6        1,053       275           361            76.1        234           275             85.1   target 09/10 is 85%, we are aiming for 95% in 2010/11as an achievable target

South                  3         624         85           109             78          85           108             78.7   This result were influenced by the on/off funding available due to budget availability impacting on customer perception


Midsummer                        506                                                                                      GM only record overall satisfaction and report 98% achievement


Guinness South                  2,826       444           570           77.9%        408           483             84

Definition
                   No. of residents who answered *Very Good (VG) or Good (G) when asked: How would you judge the performance of either the contractor or Guinness Trust?




                                                                                                          Page 3                                                                              6782168f-71f4-45cd-a909-ce41ab2e87ef.xls
                                                                                                                                                                                                                                 Appendix A

                 Guinness South Performance Report                                                                                                                       Year End 2009/10

                                                                   Gas Servicing (outstanding eligible Properties without a valid gas certificate)
                 Last Year Target                                                  Length of time certificate expired
                                         Actual         Period                                                        Commentary
                     *     this Year                                                          (in months)
                                                                                     <1          1 to 3        >3
East                 6         Zero        10                        East                                                 Existing contractor in East has been terminated
                                                                                       9            1               0
                                                                                                                          We have one overdue case where we are working with the relatives of our tenant who has extra support needs to clear
London               6         Zero         6       As at 1st April London             3            3               0     out his home so that our contractors can get in to service the equipment. Other legal action is mostly being taken on
                                                                                                                          time but there are again delays in updating the central spreadsheet.
South                6         Zero                     2010        South              0            1              0
                                            1
Midsummer                      Zero         1                       Midsummer          1            0              0
                                                                    Guinness
Guinness South       18        Zero         18                                        13            5              0
                                                                    South
Definition       All Guinness Partnership properties with a gas supply must hold a valid gas certificate. * These are March 2009 figures giving eligible properties with expired gas safety check certificates


                                                                                      Evictions undertaken in 2009/10
                    Q1          Q2         Q3             Q4            Total     % of stock         Benchmark            Commentary
East                4           5          3               2             14          0.5            0.5% to 0.6%          Three for ASB. behaviour
                                                                                                                          In the last half of the year we took action to identify and evict some households who were illegally subletting some of the
                                                                                                                          flats at Loughborough Park. This level of evictions is likely to continue into early 2010-11 while we continue to carry out
London               1           1          4              5                11        0.2           0.5% to 0.6%          a programme of home visits on the estate to assess likely decant needs. The same level of illegal subletting is likely to
                                                                                                                          be prevalent across the rest of the GT London stock and we are working with a number of local authorities on initiatives
                                                                                                                          to address this problem.
South                1           2          1             2                 6         0.2           0.5% to 0.6%
Midsummer            0           0          2             6                 8         0.2           0.5% to 0.6%
Guinness South       6           8          10            15                39        0.3           0.5% to 0.6%
                 Using a paper written by Hal Pawson and others reviewing eviction rates of HA's between 2001 to 2009 eviction rates vary between 0.5% and 0.6% of housing stock. London HA's are a little above
Definition
                 this and South HA's a little below this.


                                                                                       Properties meeting Decent Home Standard (%)
                              Target                                                    Benchmarking Quartiles
                 Last Year               Actual         Period                                                            Commentary
                             this Year                                                       (see notes)
East                           100         100                                      Lower       Medium            Upper
London                                     91.9
                                                                                     91.9         96.4             99     Spend on decent homes works in 09/10 limited due to the overspend situation. Works delayed until end of February
South                          100         100       As at 30th      South East
                                                                                                                          and is still running. We have had a number of refusals which has enabled us to get closer to all properties being
Midsummer                      100         100       March 2010                                                           compliant ( long term this will impact on void times)
                                                                       London        93.4         95.4            98.1
Guinness South                 94.7*      97.30


Definition       Number of properties is 702 not meeting the standard. Exceptions are Loughborough Park( 334 properties), where we have an extension of time, and Guinness Court in Camden (23 properties) ,
                 which we intend to demolish and where we also have an extension of time. (Net 345 properties not decent) Total stock 13,125 properties. Conformance based on 12768 properties -* GTSE target




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                                                                                                                                                                                                                                  Appendix A

                   Guinness South Performance Report                                                                                                                      Year End 2009/10

                                                                                               Number of Estates Not Inspected
                                Target                                                 Benchmarking Quartiles
                   Last Year               Actual        Period                                                            Commentary
                               this Year                                                    (see notes)
East                                         0                                      Lower    Medium      Upper
London                                       5         January,                                                            Some housing officers are still failing to update the spreadsheet with details of their inspections. There have been
South                                        3                        South East
                                                      February &                                                           instances where inspections have been postponed but few have been cancelled (largely due to last minute staff
Midsummer                                    1                                           No Comparison Found               absences).
                                                      March 2010
                                                                       London
Guinness South                               9
Definition         Schemes not inspected in last 3 months out of the total 166 GT SE estates (Midsummer data is based on 96 estates )

                                                                                      Reported Condition of Guinness South Estates
                                Target
                   Last Year               Actual        Period                                Benchmark                   Commentary
                               this Year
Poor                                         0
Fair                                         1
                                                        Mar-10                           No direct comparison                           2010 will see a refinement of standards to increase the statistical significance of this measure
Good                                         43
Excellent                                    21
Guinness South *                             65
                   All Three Monthly Inspections are marked on a 4 point scale as to the estates condition - 65 inspections conducted in March 2010 against the total 166 estates in GT SE (* current GM
Definition
                   measurement system is not compatible)

                                                                      Conformance with Anti Social Behaviour (ASB) Process (YTD 407 cases)
                                 % of cases
                   Last Year appointment made            Period                         Benchmark                          Commentary
                              within timescale
East                                97%
                                                     Week ending
London                              95%
                                                     1st Feb 2010                                              The Business Plan KPI target for ASB is based on the level of customer satisfaction with the outcome. This is calculated from a
South                               62%
                                                                                                             questionnaire sent to all ASB victims after the case is closed. YTD 42 forms have been issues but only 3 returned. We are looking at
Midsummer                                                                                                                                          using a telephone follow up to improve the response rate
managed
Total GT                              81%
Midsummer                             57%                                                                  See comment below for GM

Guinness South
                   % conformance with appointment within timescales - (required in 351 cases) Breakdown of cases by area - East 115, South 95 London 170 and Midsummer 89..Work continues to improve the
Definition         reports available from Resolution. Complaints handling administration has been centralised with the Team based in Chelmsford and this should show real improvements in response rates
                   particularly for GM where recent analysis of cases out of time has shown weaknesses in previous local processes.




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                                                                                                                                                                                                                                             Appendix A

                    Guinness South Performance Report                                                                                                                                Year End 2009/10

                                                                                               GT & GM Conformance with Complaints Process
                                  Total                                                                                     Total
                                                              Period                                                                   %
      Guinness Trust             number          %                                        Midsummer                        Number
Total Number of Cases:             104                                       Total Number of Cases:                           15
Total Number of Cases -                                                      Total Number of Cases -
Acknowledged within                104         100%                                                                           15       100%
                                                                             Acknowledged within timescale:
timescale:
Total Number of Cases - Not                               Week ending Total Number of Cases - Not
                                     0          0%                                                                             0       0%
Acknowledged:                                             4th April 2010 Acknowledged:
Total Number of Cases - Not
                                                                             Total Number of Cases - Not
Acknowledged within                  0          0%                                                                             0       0%
                                                                             Acknowledged within timescale:
timescale:
Total Number of Cases - 1st
                                                                             Total Number of Cases - 1st
Response sent within               101         97%                                                                             9       60%
                                                                             Response sent within timescale:
timescale:
Total Number of Cases - 1st                                                  Total Number of Cases - 1st
                                     0          0%                                                                             2       13%
Response Not Responded to:                                                   Response Not Responded to:
Total Number of Cases - 1st                                                  Total Number of Cases - 1st
Response Not Responded to            3          3%                           Response Not Responded to within                  4       27%
within timescale:                                                            timescale:
Work continues to improve the reports available from Resolution. Complaints handling administration has been centralised with the Team based in Chelmsford and this should show real improvements in response
rates particularly for GM where recent analysis of cases out of time has shown weaknesses in previous local processes.

                                                                                          Current Formal Complaints Outstanding
                   Stage 1   Stage 2 Stage 3              Period
East                  27        1            1
                                                                                                              Work continues to improve the reports available from Resolution. Complaints handling administration has been centralised in
London                47        6            1
                                                                                                              Chelmsford and this should show real improvements in response rates particularly for GM where recent analysis of cases out of time
South                  4        1            0                                                                has shown weaknesses in previous local processes
Midsummer             12        1            0
Guinness South        90        9            2
Definition         These numbers include all cases still within the 30 day period for acceptance of the adjudication by the customer.

                                                                                    % of Households who have provided a completed Insight profile
                                 Target
                    Last Year                 Actual          Period                                            Benchmark              Commentary
                                this Year
East                     73        90*           89         Report run
London                   48        90*           87         23rd April                                                                 Every Housing Officer now has a list of tenants for whom we hold no Insight data and is targeted to collect.
South                    42        90*           96           2010
                                                                                                                                       Data for GM was uploaded into GTxP last month ,tenants with out data held can now be identified and a robust action
Midsummer                74        78*           64                                                                                    plan devised to collect it. The plan will utilise gas servicing ,repair operatives and estate management staff.

Guinness South          73         90*          83
                   * Against the original definition of this KPI GS has achieved 99% collection rate compared with Partnership's 78% and some individual areas collection rates are in excess of 100%. The current
                   Partnership measure compares Insight records held compared with the number of properties. GS has refined the target from this to properties on which we hold Insight data. This is being further
                   refined to the total number of individuals whose name appears on a tenancy agreement compared to the number of records we hold. In the South area 3143 individuals hold a tenancy agreement
Definition         for the 2222 properties and we hold Insight data on all but 122 of them.


 Traffic Light Definitions
                  Business Plan Missed
                  Business Plan target Met



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