Total Number of Pages – 18. (incl. Appendices) 56
Performance Indicator
Target
2015/16
June
2015 Quartile
Average re-let time in days (standard re-lets only)
(HM73) 22 days 25.5 days Housemark Q1 Benchmarking Quartile unavailable at present a)
NI 158 a) Percentage of non decent homes of total housing stock (excluding housing stock which is currently under review as determined by ADC)
1% 0.35% N/A
b) NI 158 (b) Percentage of non-decent homes of
total housing stock 1% 0.48%
Upper Median Proportion of Planned repairs Expenditure to
responsive (as a %) (TS32) 70% 72% N/A
Percentage of stock covered by Asbestos register
(where inspection has been carried out) (RM15) 100% 99% N/A
Percentage of properties where a stock condition
survey has been completed in the last 5 years (TS35) 100% 99.12% N/A
Percentage of tenants satisfied with AHL’s reactive
repairs service 87% 87.70% N/A
Total no of work experience placements within AHL
(HR13) 8 9 N/A
Percentage of housing applicants satisfied with
Homefinder Choice Based Lettings service (HM67) 79% 77.3% N/A
Number of vulnerable people accessing or supported
by the Supported Housing Service (HM66) 1705 1712 N/A
Percentage of rent collected as a percentage of rent due (HM54a)
98.25%
TBC 97.97% N/A
Percentage of tenancies in arrears of £1000 or more
(HM58) 1.50% 1.40% N/A
Former Tenants Arrears as % of local Authority Rent Roll (C18)
1.30%
TBC 1.53% N/A
Percentage of property health and safety
Total Number of Pages – 18. (incl. Appendices) 57
Performance Indicator
Target
2015/16
July 2015 QuartileAverage re-let time in days (standard re-lets only)
(HM73) 22 days 23.7 days Housemark Q1 Benchmarking Quartile unavailable at present a)
NI 158 a) Percentage of non decent homes of total housing stock (excluding housing stock which is currently under review as determined by ADC)
1% 0.35% N/A
b) NI 158 (b) Percentage of non-decent homes of
total housing stock 1% 0.48%
Upper Median Proportion of Planned repairs Expenditure to
responsive (as a %) (TS32) 70% 69% N/A
Percentage of stock covered by Asbestos register
(where inspection has been carried out) (RM15) 100% 99% N/A
Percentage of properties where a stock condition
survey has been completed in the last 5 years (TS35) 100% 99.15% N/A
Percentage of tenants satisfied with AHL’s reactive
repairs service 87% 87.70% N/A
Total no of work experience placements within AHL
(HR13) 8 9 N/A
Percentage of housing applicants satisfied with
Homefinder Choice Based Lettings service (HM67) 79% 77.3% N/A
Number of vulnerable people accessing or supported
by the Supported Housing Service (HM66) 1705 1712 N/A
Percentage of rent collected as a percentage of rent due (HM54a)
98.25%
TBC 97.90% N/A
Percentage of tenancies in arrears of £1000 or more
(HM58) 1.50% 1.36% N/A
Former Tenants Arrears as % of local Authority Rent Roll (C18)
1.30%
TBC 1.56% N/A
Percentage of property health and safety
Check/Services carried out (TS5) 33.3% 60.6% N/A
C18 Former Tenants Arrears as % of local Authority Rent Roll
A number of evictions (rent and ASB) and the financial climate have affected this performance target. However, pro-active work is being undertaken to recover former tenants rent arrears.
Total Number of Pages – 18. (incl. Appendices) 58
Appendix 2
The arrows show performance of the survey in comparison to the previous vision management survey with red being worse, green better and orange the same. An average score of 7 or above is considered good.
Service Area Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Feb 15 Mar 15
Health & Safety Property Check
8.87 out of 10
8.81 out of 10
New Occupier 8.27 out
of 10 8.09 out of 10 Repairs 8.87 out of 10 Adaptations 8.57 out of 10 8.15 out of 10 Emergency Standby Service 8.07 out of 10 8.13 out of 10 Major Works/Procurement 8.26 out of 10 8.71 out of 10 8.35 out of 10 8.20 out of 10
Planned & Cyclical 8.73 out
of 10 8.96 out of 10 8.07 out of 10 8.18 out of 10 Repairs Call Handling 8.50 out of 10 8.73 out of 10 8.54 out of 10 8.71 out of 10
Total Number of Pages – 18. (incl. Appendices)
Total Number of Pages – 18. (incl. Appendices)
60
Service Area Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Feb 15 Mar 15
Tenancy Management 8.17 out of 10 7.90 out of 10
Home Visiting 8.66 out
of 10
8.69 out of 10
Call Monitoring 9.13 out
of 10
9.24 out of 10
Rent Arrears 8.25 out
of 10 8.40 out of 10 Choice Based Lettings 7.73 out of 10 7.50 out of 10 Money Management Service 8.26 out of 10 8.03 out of 10 8.40 out of 10
Appendix 3
Customer Complaints
Total Number of Pages – 18. (incl. Appendices) 61
Summary of Complaints up to and including July 2015
Total Number of Pages – 18. (incl. Appendices)
Complaint Category Complaint justified? No of w/days to resolve Area ID HM Lettings Description of complaint (if justified)
Communication error Yes 3 Sutton 4
HM Supported Housing
Description of complaint (if justified) Incorrect response provided regarding timescales Yes 2 Hucknall 13 HM Tenancy Services Description of complaint (if justified) Works not completed in
full Yes 3 Hucknall 1
Information was not sent in
timely manner Yes 7 Hucknall 5
No 8 Sutton 11 No 7 Sutton-in- Ashfield 12 TS Procurement Description of complaint (if justified)
No 6 Hucknall 3 No 4 Sutton 6 TS Responsive Repairs & Voids Description of complaint (if justified)
No 2 Sutton 7
No 7 Sutton 9
No 0 Sutton 10
Communication
Breakdown Yes 3 Hucknall 14
No 2 Hucknall 16
TS Planned & Cyclical
Description of complaint (if justified)
Breakdown in Yes (Private Sector) 2 Hucknall 8
Total Number of Pages – 18. (incl. Appendices) Complaint Category Complaint justified? No of w/days to resolve Area ID communication TS Support Services Description of complaint (if justified)
Unable to determine
5 Sutton 2
Appendix 4
Customer Compliments
Total Number of Pages – 18. (incl. Appendices) 64
Summary of Compliments up to and including July 2015
Section Complimented ID Summary of Compliment
Employee (if named) Tenancy Services
11 Thank you for all your efforts Lisa Griffiths 25 Thank you for your help and
support over the last month
Lisa Parry Lisa Griffiths 37 Thank you for dealing with my
request in a timely manner and a fair and positive way.
Jane Kilford and Nicky Moss
46 Thank you for your helping dealing with my financial issues.
Susan Cooke Alison Spencer 49 Very helpful thank you. Susan Cooke 54 Thank you for all your help and
support
Lisa Parry 55 Thank you for all the help and
support you have provided.
Lisa Parry Alison Spencer
64 A polite young man. Ross Pritchard Lettings
48 thank you, you were a big help Natalie Betts 59 thank you for all your kindness and
help
Gill Deakin Julia Kingston 70 Tenant says Wendy has been very
helpful throughout
Wendy Brown
Supported Housing Call Centre
27 Dealt with enquiry speedily and with empathy
Amanda Crawford 47 Thank you for your assistance help
arrived very quickly
Amanda Crawford 66 The button, literally, has been a life
saver.
71 Many thanks for the valuable support and service you have given Care Co-ordinator
12 Thank you
36 Miss Davis telephoned to say a huge thank you for putting the referral through for her level taps. Miss Davis says they have been fitted and they are amazing.
Julie Knowles
Technical Services
1 Excellent conduct of the AHL officers who visited home.
Anthony Devlin, Jonathan Stevens, Ashley Norwood, John Walker
3 A very quick worker and got on with the job despite, extremely satisfied with work
Jason Stevens
4 Thank you for fitting a new shed lock and thank you to the Repairs
Paul Brown and the Support Centre Total Number of Pages – 18. (incl. Appendices)
Total Number of Pages – 18. (incl. Appendices)
Section Complimented ID Summary of Compliment
Employee (if named) Call Handling Centre for organising
this.
Employees 5 Operatives were very nice, cleaned
up and have done a very good job.
Mark Whitehead, Dave Smalley
6 Operative did a lovely job and was hard working and very sociable.
Philip Brown 7 Operative was pleasant and
efficient, finding the fault quickly and repairing it just as quickly.
Jason Stevens
8 Thank you for arranging for a workman to attend my home to fix a leak.
Kelly Morgan and Craig Tinsley
9 Thank you for the work you undertook.
D. Guy and R. Walker 10 The operative was very helpful and
sorted out the problem straight away.
Sam Bircham.
13 Thank you for the work you undertook
James Morrison and Jonathon Stevens. 11 Thank you for all your efforts. Chris Barley, Daniel
Smith 14 Thank you for dealing with repair so
quickly. The operative was excellent and very helpful.
Matthew Perkins
15 Thank you for the wonderful job you did
Martin Jones 16 Thank you for arranging for rubbish
to be cleared
Dave Cornell 17 Happy with the job done and the
workman's attitude.
James Morrison 18 The operative was very pleasant
and nice
Les Dennis 20 Thank you to the Operative who
undertook painting work
Scott Wood 21 The operative did a brilliant job on
the repair at my home.
Matthew Coaker 24 Excellent work to solve the damp
and mould problems at my home.
Craig Tinsley, Philip Brown, Richard Lafferty, David Guy and Victor Walker
30 Compliments extended for passing messages to right people and ensuring cleaning work undertaken.
Martin Jones Kelly Morgan 33 Ashfield Homes always responsive,
friendly & professional.
Repairs Call Handling 29 Did a great job and was a delightful
young man
John Cheetham 26 Tenant compliments the engineer
for the standard of work completed and how pleasant he was
Ashley Norwood
28 Thank you for the work you completed
Mark Whitehead Dave Smalley Ben Armes 31 The operatives were excellent Mark Whitehead
Martin Lee Dave Smalley 32 Always very polite and always rings Matthew Perkins
Total Number of Pages – 18. (incl. Appendices)
Section Complimented ID Summary of Compliment
Employee (if named) back when he says he will with
updates.
34 All very polite, helpful and had excellent manners.
Danny Smith Philip Newbury Jason Stevens 38 Excellent work thank you. Michael Jones, Lee
Ashmore and Kevin Woodward
39 Thank you for the excellent work carried out.
Thomas Elvidge, Martin Lee, Mark Whitehead, Ben Armes, Dave Smalley and Kevin Woodward
41 Had an excellent manner and dealt with problem promptly.
Tanya McGrath 44 Super service as always Martin Jones 50 Operative is a credit to AHL did a
brilliant job with no mess or damage to the garden.
M Whitehead
51 Thanks to the young man who attended the home to replace worn out steps, thanks to AHL for employing great characters to carry out the work.
Martin Lee
56 The operatives were clean, polite and worked in an excellent manner.
Callum Leake Sam Hall Danny Smith 57 Brilliant, did a good job and was
absolutely lovely
Dean Kinton 62 very professional and polite and
has done an excellent job
Jack Brennan 65 The workman had a vey good
attitude
Keith Griffiths 67 Thank you for your help Gemma Wilkinson 72 The workman did an excellent job
and went above and beyond his duties
M Chaplin
Procurement
2 Thank you for your help in resolving the problems being experienced.
James Gunn
Finance
43 Thank you for all your help Melissa Richards & Steve Selby Corporate Services
40 Thank you for providing a timely service and delivering a good programme.
Alexia Massey
Contractor
23 The operatives were friendly, professional and did a brilliant job
Tomlinsons 22 Ashfield Homes must have one of
the best workforces. They have
Tomlinsons
Total Number of Pages – 18. (incl. Appendices) 68
Section Complimented ID Summary of Compliment
Employee (if named) been several times for repairs and
they are always very polite, helpful and very considerate.
35 Can’t say enough positive things about the gentleman from Matthews & Tannert
Matthews & Tannert
45 Thank you to the operative who undertook work at my home.
J Tomlinson 52 Very happy with the work
undertaken
Parkins (Contractors) 53 The ramp is exceptional and the
bathroom is a really lovely job
Tannerts (Contractor) 60 The step adaptation is fantastic Matthews & Tannert 63 the workman did an excellent job Bronburys
68 very happy with the service and the works completed
Forest Tree Services 69 Workman was pleasant and polite
and has done a marvellous job
Bronbury
AHL
42 This is just to say a massive thanks to Ashfield Homes for all the hard work and support that has gone into making my council house into a home. Nothing was ever too much trouble to help me with you are a fantastic professional team. Many thanks