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Solihull Community Housing

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Title: Solihull Community Housing


1
Solihull Community Housing
  • SMBC ALMO Monitoring
  • Performance Report
  • Q2 2008/09

Compiled by Service Improvement Team
2
BVPI 8 Percentage of Invoices paid within 30
days
On Target Within 10 of Target Off Target
Target 97.5
Karen Preece
  • Commentary
  • July 2276 of the 2370 invoices were paid within
    the timescales (96.0).
  • August 2623 of the 2699 invoices were paid
    within the timescales (97.2).
  • September 2597 of the 2668 invoices were paid
    within the timescales (97.3).
  • During Quarter 2, 7496 of the 7737 invoices were
    paid within the timescales (96.9). This reflects
    the continuous improvement trend over the last 12
    months following the transfer of the
    non-maintenance accounts payable service to the
    in-house finance team. Performance in October
    was 98.8, which is the first time we have
    exceeded target in SCHs lifetime.
  • For the year to date 15434 of the 16434 invoices
    received were paid within the timescales (93.9)

3
BVPI 66aRent Collection as a proportion of rent
due
On Target Within 10 of Target Off Target
Target 97.7
John King
  • Commentary
  • In the first half of the year 19,334,436.85 has
    been collected against a debit of
    19,959,939.92. The collection percentage figure
    is greater than for the same period last year,
    which had benefited from a rent free week.
  • Arrears are currently 1,258,337 and show an
    unprecedented reduction of 14k during Quarter 2.
    This is the first instance of this happening
    since SCH was formed. The arrears position has
    improved by 194k compared to this time last year
    and is attributable to the adoption of a harder
    line approach.
  • The quarterly rent statements are promoting the
    Christmas Incentive 1000 prize draw (4 x 250).
    This message is being reinforced, along with
    articles regarding enforcement action, in the
    next tenant newsletter.
  • Benchmarking
  • In the second quarter of 2008/09 SCH were ranked
    18th of 39 organisations submitting data. This
    is in the median quartile. Upper quartile
    performance during this period was 97.81.

4
BVPI 66bNumber of tenants owing more than 7
weeks arrears as a of a total number of tenants
On Target Within 10 of Target Off Target
Target lt 4.8
John King
  • Commentary
  • The target for 2008/09 is less than 528 cases
    owing more than 7 weeks in arrears.
  • July 475 cases (4.32)
  • August 467 cases (4.25)
  • September 495 cases (4.50)
  • At the end of the second quarter there were 495
    cases owing more than 7 weeks. This is well
    within target and only a five case increase
    during the most difficult quarter of the year.
  • Enforcement action continues and during quarter
    two 77 cases were listed for eviction which
    resulted in 36 evictions. There are 8 cases
    listed for eviction in October and 47 cases have
    warrants and are awaiting an eviction date.
  • Benchmarking
  • SCH were ranked 12th of 43 organisations in
    Quarter 2. This is in the median quartile.
    Upper quartile performance was 4.33

5
BVPI 66cArrears Notice of Seeking Possession
On Target Within 10 of Target Off Target
Annual Target lt 20
John King
  • Commentary
  • July 538 live NSPs with 3405 cases in arrears.
  • August 510 live NSPs with 3508 cases in
    arrears.
  • September 526 live NSPs with 4332 cases in
    arrears.
  • Over the quarter there has been an increase of 23
    NSPs. However the number of cases in arrears
    has increased by 992, affecting the percentage.
    The number of arrears cases are much higher on
    this cycle due to how the dates have fallen and
    some of the Direct Debit payments hadnt cleared
    on the accounts, inflating the number of arrears
    cases.
  • Benchmarking
  • During Quarter 2 SCH were ranked 19th of 37
    organisations. This is in the median quartile.
    Upper quartile performance during Quarter 2 was
    8.87.

6
BVPI 66dArrears Evictions
On Target Within 10 of Target Off Target
Annual Target lt 0.75
John King
  • Commentary
  • In the second quarter of the year there were 36
    evictions as a result of arrears. 10 were in
    July, 14 in August and 12 in September. This
    compares with 8 for the same period last year.
  • The target for 2008/09 is for less than 83
    evictions during the year. This is equivalent to
    less than 21 evictions per quarter. With 59
    evictions so far this year the target is
    currently being missed. We are currently 17
    cases over target.
  • However a business decision was taken in the
    second half of 2007/08 to combat increasing
    levels of arrears by taking more enforcement
    action. It was acknowledged that BVPI 66d
    performance would decline in order to reduce
    levels of bad debt.
  • Benchmarking
  • SCH are currently ranked 38th of 41 organisations
    which returned data on this indicator. This is
    in the lower quartile. Upper quartile
    performance for Quarter 2 was 0.08

7
BVPI 183Average Length of stay in Bed and
Breakfast or Hostel
On Target Within 10 of Target Off Target
Target 57 days
John King
  • Commentary
  • In July there was one case with a length of stay
    in a hostel of 116 days.
  • In August there were no cases where the duty
    ceased and the tenant left hostel accommodation.
  • In September there was one case with a length of
    stay in a hostel of 159 days.
  • The July case had a decision made within the 33
    day target and went on to be successful within 4
    weeks of bidding. However the offer of a two bed
    low rise flat was subsequently declined due to
    dislike for the block.
  • The September case was over target due to the
    applicant awaiting specialist accommodation.
  • Plans to close both of the multi residential
    hostel units are in place and progress was
    reported to the Board earlier this month.

8
BVPI 184aProportion of stock not meeting the
decent homes standard
On Target Within 10 of Target Off Target
Target 12.93 at year end
Peter Gardner
  • Commentary
  • At the end of quarter one performance was ahead
    of target.
  • However, during the second quarter of 2008/09,
    104 properties were made decent. This is 21
    properties below the target of 125 properties.
  • This was due to the level of refusals which
    occurred during the quarter having a
    disproportionate impact on performance. This
    problem is now being overcome and it is
    anticipated that the annual target will be
    achieved.
  • So far this year 238 non-decent properties have
    been made decent against a target of 250.

9
BVPI 184bPercentage change in proportion of
non-decent Local Authority homes
On Target Within 10 of Target Off Target
Target 25.68 for the year
Peter Gardner
  • Commentary
  • So far this year 238 non-decent properties have
    been made decent against a target of 250.
  • Performance at the end of quarter one was ahead
    of target.
  • However, during the second quarter of 2008/09,
    104 properties were made decent. This is 21
    properties below the target of 125 properties.
  • This was due to the level of refusals which
    occurred during the quarter having a
    disproportionate impact on performance. This
    problem is now being overcome and it is
    anticipated that the annual target will be
    achieved.

10
BVPI 185Percentage of repair jobs for which an
appointment was both made and kept
On Target Within 10 of Target Off Target
Target 98
Peter Gardner
  • Commentary
  • It has been a very encouraging first half of the
    year with performance remaining above target in
    the second quarter.
  • Of the 6239 appointments made this year so far,
    99.6 were kept (6212). This is equivalent to 27
    appointments not kept by the contractors. Of
    these Connaughts were responsible for 21
    appointments and MST were responsible for 6
    appointments.
  • During the quarter both Maintenance Services Team
    and Barkbury Electrical achieved the target. MST
    achieved 99.86 appointments made and kept and
    Barkburys achieved 98.87. Connaughts narrowly
    missed the target at 97.72 and SPI achieved
    96.16. Connaughts and SPI improved their
    performance during the quarter and are working
    towards achieving the 98.5 target.
  • The allocation of MST orders through the new
    Contractor Work Allocation System continues to
    yield positive outturns for appointments
    performance. MST are working closely with
    partners to ensure sustained performance levels.
  • Benchmarking
  • During Quarter 2 SCH were ranked 4th of 31
    organisations. This is in the upper quartile.

11
BVPI 212Average re-let times
On Target Within 10 of Target Off Target
Target 28 calendar days
Peter Gardner
John King
  • Commentary
  • July Average re-let time of 27 days.
  • August Average re-let time of 26 days.
  • September Average re-let time of 30 days.
  • During the quarter 213 properties were let taking
    a total of 5915 calendar days. The average
    re-let time is on target at 28 days.
  • For the year to date 403 properties have been let
    taking a total of 10,920 calendar days. This is
    on target at 28 days.
  • Benchmarking
  • SCH were ranked 17th of 45 organisations during
    Quarter 2. This is in the median quartile.
    During this period upper quartile performance was
    25 days.

12
A5Leasehold collection as a of the debit
raised
On Target Within 10 of Target Off Target
Target 98
John King
  • Commentary
  • For the second quarter of 2008/09 195,902 of the
    197,603 debit has been collected. This is
    equivalent to 99.14 of the debit being
    collected. This is an increase in performance
    against the same period last year.
  • At the end of Quarter 2 the leaseholder arrears
    stands at 84,486. Arrears have reduced by 1.6k
    during the quarter.
  • Legal action continues to be taken against
    leaseholders to reduce the level of arrears,
    including applications for Attachment of Earnings
    orders.

13
A10Percentage of debt collected for former
tenancy arrears
On Target Within 10 of Target Off Target
Target 14
Karen Preece
  • Commentary
  • The collection of former tenancy arrears is
    carried out by an external contractor, The Lewis
    Group.
  • The collection rate this quarter is again below
    target. This is due to the IT issue identified
    in Quarter 1.
  • A problem was identified where cases that should
    have been automatically picked up and sent to the
    Lewis Group had not been. This has been
    subsequently resolved but has caused a delay in
    the processing of these cases. It is anticipated
    that the collection rate will continue to
    increase in the second half of the year now this
    issue is resolved.

14
A16Number of new safe and sound users
On Target Within 10 of Target Off Target
Annual Target 250 new users
John King
  • Commentary
  • In Quarter 2 there have been 88 new users taking
    advantage of the Safe and Sound Scheme.
  • July 28 new cases
  • August 29 new cases
  • September 31 new cases
  • This brings the total number of new users to 157
    so far this year.
  • This is on target to create 250 new users by the
    end of 2008/09.

15
RM6Gas Servicing Jobs Completed
On Target Within 10 of Target Off Target
Target 100
Peter Gardner
  • Commentary
  • The total number of properties requiring a gas
    safety certificate for 2008/09 is 8336.
  • At the end of Quarter 2, 8323 (99.84) have a
    valid certificate. This is an increase in
    performance against Quarter 1.
  • Action is being taken against those properties
    without a current certificate. 3 of the 13
    expired properties were void at the end of the
    second quarter of 2008/09. 2 have appointments
    for the service to be carried out, 1 had the work
    completed but the CP12 had not yet been received
    and 7 were with legal services.

16
RM16Repairs completed within timescalesImmediate
, Emergency, Urgent and Routine
On Target Within 10 of Target Off Target
Target 98.5
Peter Gardner
  • Commentary
  • So far this year there have been 13,268 jobs
    carried out under the RM16 categories. Of these
    98.82 have been completed on-time with 157
    (1.18) late repairs.
  • The number of completed repairs in September
    totalled 2447, an increase of 524 repairs
    compared to August 08. Of these 98.90 were
    completed on-time with 27 (1.1) late.
  • Connaught Partnership Limited completions stand
    at 97.99 of jobs were completed on-time (6 late
    from 299). In August, Connaughts carried out 254
    repairs with 7 late completions. Regular
    monitoring meetings with Connaughts are yielding
    improved on-time completions
  • Maintenance Service Team are reporting 99.22 of
    jobs completed on-time (5 late from 644). This
    represents another month where MST have exceeded
    the target of 98.5.
  • Barkbury Electrical are reporting 99.80 of jobs
    completed on-time (1 late from 512). This marks
    another month of excellent performance.
  • Superior Plumbing Installations on-time
    completions stand at 99.10 of jobs completed
    on-time (3 late from 335). This illustrates
    excellent performance for September.

17
RM17Repairs completed within timescales.
Batched Work, Planned/Servicing and Out of Hours.
On Target Within 10 of Target Off Target
Target 98.5
Peter Gardner
  • Commentary
  • The total number of completed repairs so far this
    year in these categories is 11,606. Of these
    99.85 were completed on time with 17 (0.15)
    late repairs.
  • The overall completion percentage for RM17
    categories in September is 99.65. This
    represents another month where the target has
    been exceeded. The target has been exceeded
    every month so far this year.
  • During the month of September, 1978 repairs were
    completed of which 7 repairs were completed
    outside of the timescales. All four of the major
    contractors completed their repairs within the
    98.5 target.
  • SPI on time completions stand at 99.17 of jobs
    completed on-time (5 late from 600). MST are
    reporting 99.90 of jobs completed on-time (1
    late from 958) and Connaught Partnership achieved
    98.91 of jobs completed on-time (1 late from
    92). This marks another month where all four of
    the major contractors have exceeded target.

18
RM29Void turnaround times
On Target Within 10 of Target Off Target
Target 17 calendar days
Peter Gardner
  • Commentary
  • Performance for the year to date is 15 calendar
    days and although performance has decreased
    slightly this quarter compared to Quarter 1, it
    remains within target.
  • Joint working between Asset Management and
    Housing Management and close work with partners
    continues to yield positive performance in this
    area.

19
RM31 Average Lettable void costs
On Target Within 10 of Target Off Target
Target 1826
Peter Gardner
  • Commentary
  • This quarter has seen a slight decrease in
    performance in comparison to Quarter One. It is
    however still a distinct improvement on Year End
    2007/08 and well within target.
  • The improvement in performance during this year
    is due to a strict compliance with the Void
    Lettable Standard. The close monitoring and
    management of potentially high cost voids is also
    having a positive effect.

20
RM32Right to Buy
On Target N/A Within 10 of Target Off Target
Volume Indicator
Karen Preece
  • Commentary
  • In Quarter 2 a total of seven applications were
    received.
  • July Two applications, one regarding a flat and
    one regarding a house.
  • August Two applications, one regarding a flat
    and one regarding a house.
  • September Three applications, all regarding
    houses.
  • During the quarter a total of five properties
    were sold. The two flats and three houses were
    sold in August.

21
HM10Proportion of council housing available for
letting which is accepted on first offer
On Target Within 10 of Target Off Target
Target 92
John King
  • Commentary
  • July - 71 properties accepted on first offer
    (97 of the 73 voids let this month).
  • August - 52 properties accepted on first offer
    (96 of the 54 voids let this month).
  • September - 82 properties accepted on first
    offer (95 of the 86 voids let this month).
  • In Quarter Two, 205 of the 213 properties let
    during the quarter were accepted on the first
    offer.

22
HM15Housing Applications processed within 10
working days
On Target Within 10 of Target Off Target
Target 98
John King
  • Commentary
  • July 364 of 365 applications were processed
    within the timescales (99).
  • August All of the 234 applications were
    processed within the timescales (100).
  • September All of 331 applications were processed
    within the timescales (100).
  • During the quarter only one of the applications
    was processed late, with 929 of the 930
    applications received being processed within the
    timescales (99.9).
  • The percentage of applications that have been
    made on-line has remained steady during the
    quarter. In Quarter One 44 of all applications
    were made on-line. Of the 930 housing
    applications received during Quarter Two 419
    (45) were completed on-line by the applicant.

23
HM17Number of Homelessness Acceptances
On Target Within 10 of Target Off Target
Target lt 267
John King
  • Commentary
  • The LAA target for 2008/09 is for less than 267
    homelessness acceptances in the year. This
    equates to less than 67 per quarter.
  • Quarter 1 63, on target
  • Quarter 2 68, off target
  • So far this year there have been 131 homeless
    acceptances against a target of lt134. This is on
    target for the year.

24
HM23Homelessness applications decided within 33
days
On Target Within 10 of Target Off Target
Target 99
John King
  • Commentary
  • During the quarter there have been 127
    homelessness applications of which 20 were
    decided outside of the timescales.
  • July 26 out of 44 cases were decided within
    33 days (59).
  • August 44 out of 45 cases decided within 33
    days (98).
  • September 37 out of 38 cases were decided
    within 33 days (97).
  • Of the 20 decisions made outside of the 33 day
    timescale one was due to preventative measures
    being taken and led to the applicant accepting a
    private let. 11 cases were due to delays
    incurred whilst awaiting information from the
    applicant. All of these cases had the
    information requested in good time by officers.
    The remaining eight cases were processed late due
    to a training issue with a member of staff. They
    all happened in July and actions were taken to
    rectify the situation.

25
ASB1Number of Racial Harassment Cases
On Target N/A Within 10 of Target Off Target
Volume Indicator
John King
  • Commentary
  • This quarter has seen five new cases of alleged
    racial harassment. Three were in August and two
    were in September.
  • Of the five new cases reported this quarter, four
    required and received first contact within 24
    hours.
  • All five cases had initial actions made within 3
    days.
  • During the quarter there have been three cases
    closed. All of these were satisfied with the
    actions taken (100).

26
ASB3Summary of actions to address anti -social
behaviour
On Target N/A Within 10 of Target Off Target
Volume Indicator
John King
  • Commentary
  • This quarter has seen 23 actions taken to address
    anti-social behaviour.
  • Demoted tenancy notices continue to be used to
    address anti-social behaviour and prove to be a
    successful deterrent.
  • Five ABCs have been obtained, four in July and
    one in September.
  • Nine notices seeking possession have been served,
    two in July, three in August and four in
    September.
  • Six injunctions have been granted, one in July,
    four in August and one in September.
  • Supplementary to the actions taken in the table
    there was a Parental Agreement signed in July.

27
ASB4 ASB cases opened, acknowledged and
interviewed within timescales
On Target Within 10 of Target Off Target
Target 100
John King
  • Commentary
  • This quarter there have been 475 cases dealt with
    by the ASB team of which 38 were classified as
    Category A, 113 were classified Category B and
    324 were classified Category C.
  • During the quarter the percentage of Cat A and B
    cases contacted within 24 hours was 100. All of
    the 132 cases that had a complainant were
    contacted within the timescale.
  • During the quarter all of the targets for action
    were met across all categories. The 100 target
    has been achieved consistently for the last three
    months for Category A cases, 5 months for
    Category B cases and 6 months for Category C
    cases.

28
ASB11 (Private)Number of Racial Harassment Cases
On Target N/A Within 10 of Target Off Target
Volume Indicator
John King
  • Commentary
  • This is a new indicator for 2008/09 and
    represents the actions being undertaken by the
    Private Sector ASB team. This indicator mirrors
    ASB1.
  • This quarter has seen no new racial harassment
    cases. The one case that was opened in May was
    closed in July and the complainant was satisfied
    with the actions taken.

29
ASB13 (Private)Summary of actions to address
anti -social behaviour
On Target N/A Within 10 of Target Off Target
Volume Indicator
John King
  • Commentary
  • This is a new indicator for 2008/09 and
    represents the actions being undertaken by the
    Private Sector ASB team. This indicator mirrors
    ASB3.
  • This quarter has seen nine actions taken to
    tackle anti-social behaviour.
  • During the quarter six ABCs were obtained. One
    of these was in July, one was in August and four
    were in September.
  • In addition to the actions shown, the team
    obtained two Parental Agreements, one in July and
    one in September. In August the team also
    obtained their first Good Neighbour Agreement.
    Funding had been obtained for a lockable gate to
    prevent ASB. The 33 residents who will be using
    the area have all signed the agreement to ensure
    appropriate use and to keep the area secure.

30
ASB14 (Private)ASB cases opened, acknowledged
and interviewed within timescales
On Target Within 10 of Target Off Target
Target 100
John King
  • Commentary
  • This is a new indicator for 2008/09 and
    represents the actions being taken by the Private
    Sector ASB team. This indicator mirrors ASB4.
  • This quarter has seen 42 new cases dealt with by
    the Private ASB team of which two were classified
    as Category A, 39 were classified Category B and
    one was classified Category C.
  • During the quarter all the targets for contact
    and action were achieved. All of the Cat A and B
    cases that had a complainant (37 cases) were
    contacted within 24 hours. Also all of the cases
    had actions taken within the relevant timescales.

31
RC8Void rent loss as a of potential rent
collectable.
On Target Within 10 of Target Off Target

Target lt 2
John King Peter Gardner
  • Commentary
  • This indicator shows the rent loss as taken from
    the Academy system.
  • For the first half of the year the void rent loss
    as a percentage of the potential rent collectable
    is below target at 1.79.
  • Benchmarking
  • SCH are currently ranked 20th of 32 organisations
    submitting data. This is in the median quartile.
    Upper quartile performance during Quarter 2 was
    1.17.

32
CI1Percentage of telephone calls answered
On Target Within 10 of Target Off Target
Target 93
Carole Hodson
of calls answered
Call volumes
  • Commentary
  • During the second quarter of the year the
    telephone answering percentage overall has been
    consistently above target with July at 94.4,
    August at 95.1 and September at 95.9.
  • Contact Centre During Quarter 2 the Contact
    Centre telephone answering percentage has
    exceeded the target each month with July at
    95.6, August at 96.6 and September at 96.8.
    The target has been consistently achieved so far
    this year and the answering percentage for the
    year to date is well above target at 95.8.
    During September 75.8 of calls were answered
    within 20 seconds.
  • During September the monthly statements were sent
    out by the Income Collection Team. This caused
    an increase in calls from tenants. However most
    were not calling to make a payment. Instead they
    were querying their balances, not realising that
    the statements were produced prior to them making
    a payment. The Income Collection Team will make
    the statement date bold in future correspondence
    to try and minimise this avoidable contact.
  • Other Areas During the quarter the first two
    months were below target with July at 92.1 and
    August at 92.0. However in September the target
    was achieved with 94.0 of calls answered.
    Chelmsley Wood Area Office, Smiths Wood Area
    Office and Endeavour House all achieved the
    target for the quarter. Kingshurst Area Office,
    Chapelhouse Road Depot and Roman Way all missed
    the target at 92.6, 91.5 and 90.7
    respectively.

33
CI2Complaints received
On Target Within 10 of Target Off Target
Target 100 completion within 10 working days
All Directors
  • Commentary
  • July 33 of the 35 complaints were completed
    within the timescales (94.3).
  • August 12 of the 17 complaints were completed
    within the timescales (70.6).
  • September 29 of the 32 complaints were
    completed within the timescales (90.6).
  • For the quarter 74 of the 84 complaints were
    completed within the timescales (88.1).
  • Of the 10 complaints completed outside of the
    timescale one related to Housing Options, two
    were for ASB, four related to Decent Homes, one
    was for MST, one related to Chelmsley Wood
    Customer Services and one was Cross Cutting.
  • During the quarter SCH received 93 compliments.
    Of these 40 were for Policy and Corporate
    Services, 19 were for Housing Management, 34 were
    for Asset Management.

34
CI3Staff Sickness
On Target Within 10 of Target Off Target
Target 8.5 days (annual)
Carole Hodson
Commentary This quarter the average number of
days sick per member of staff has increased by
half a day compared to Quarter 1. For the year
to date the average number of days sick per
employee is 4.45. This is off target to achieve
the yearly target of an average of 8.5 days. It
is currently 0.2 days over target. Benchmarking
SCH are currently ranked 8th of 34 organisations.
This places SCH in the upper quartile.
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