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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
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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?
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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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