Reporting our Performance
A key role for managers within the Housing Service is to ensure that our tenants receive prompt, efficient and cost effective services.
At the start of each financial year the housing Senior Management Team look at key areas of work and set specific objectives for each part of the service. Every member of staff has a part to play in meeting these targets.
Achievement against the targets is then formally monitored on a monthly basis and where necessary improvement plans put in place.
The charts below show just some of the areas of work, which are monitored, and the performance achieved. Having consulted our customers and taken note of their stated preferences, we will provide:
- an annual report on the web and in the housing magazine, Homing In;
- the information on bar charts, the preferred design;
- the data set of information agreed with the consultation group.
If you would like any further information about how performance is monitored please contact the Performance and Information Team on 01259 452391.
- Void Turnaround Time 2007/08
- Rent Loss due to Unoccupied Dwellings
- Rent Arrears
- House Sales
- Repairs
- Houses Allocated by Band
- Percentage of Customer Feedback by Type 2006/07
This chart shows the void turnaround times for 2006/2007 compared against 2007/2008.
The indicator showing the average void turnaround time is a useful measure of overall performance on void management. The average turnaround for all voids let in the year is 6 weeks. This is well below our target which was set at 11 weeks or less.
A high number of voids were let in March (46) with an outstanding average turnaround time of 3 weeks (21 days).
Our target is to let most of our voids in 4 weeks (28 days) or less. With 83% of all voids let in 4 weeks or less in March, performance in the last month of this financial year is excellent.
This chart shows the rent loss due to unoccupied dwellings in 2006/2007 compared against 2007/2008. Every month in 2007/2008 shows a significant improvement from the previous year.
At the year end rent loss due to voids reached 1.56% which is just short of the ambitious target to reduce to 1.5%.
This chart shows the rent arrears in 2006/2007 compared with 2007/2008.
Rent loss was significantly less in every month of 2007/2008 when compared against the previous year.
The 2006/2007 financial year started with a rent loss of 8.4% and ended with an improved figure of 7.3%
2007/2008 started with 7.5% in April 07 and ended with a loss of just 5.9% which is a significant improvement.
This chart shows the number of houses sold in 2006/2007, 115 properties and 2007/2008, 88 properties. It also shows the number sold within the target period of 26 weeks.
There have been fewer house sales in this financial year. 79.6% of sales have been completed within 26 weeks, an improvement on the 68% recorded in the previous year.
This chart shows the average outcome achieved against the targets set for repairs in the categories of emergency, urgent, rapid and routine.
Looking at the average over the year, we achieved or exceed the target set in every category.
In addition to measuring the speed of response we also monitor customer satisfaction with the quality of the repair and the standard of service provided.
98.2% of our customers felt that work was carried out to a good standard.
99.2% said that tradesmen were helpful, courteous and suitably dressed.
97.9% recorded overall satisfaction as excellent or good.
This chart shows houses allocated by band in each quarter.
The new allocations policy was introduced in November 2006. This system is based on bands, points and quotas. Everyone making an application will be assessed and placed in the appropriate band, according to their circumstances.
Further information about bands is available in Applying for a Council House.
Properties are allocated to each band according to a pre-set quotas. The quotas ensure that applicants in every band have an opportunity to be housed, while giving reasonable preference to those in the most need.
488 houses were allocated in 2007/2008. 251 were allocated to those assessed as statutory homeless.
This pie chart shows the percentage of complaints we received, by type, in the last year.
Staff within housing deal with hundreds of customer transactions on a daily basis and the majority of our customers are happy with the service provided. In order to continually improve, we review the small number of complaints received on a regular basis.
Poor communication from housing staff was the most frequently recorded issue last year, the Management Team within Housing plan to review this over the coming year.
Contact information
For further information about this page please contact:
Service Performance & Development Coordinator, Housing
Lime Tree House, Castle Street, Alloa, FK10 1EX
Tel: 01259 450000 / 0845 055 7070 Fax: 01259 452400
Email: housing@clacks.gov.uk
Or use the on-line contact form.