We collect a significant amount of performance data to make sure we can measure our improvement and spot areas of concern before they become a problem. We also measure ourselves against other housing providers to make sure we drive improvement.
The following tables show how the Board and Senior Management Team will manage performance by looking regularly at key indicators (KPI's) throughout the year. A revised board scorecard will reflect the newly published Tenant Satisfaction Measures which will be used to measure performance of all social housing providers. The KPI’s will be backed up by tenant scrutiny of key areas of activity via the TOWER team of tenants giving their time and expertise to improve performance.
We will also increase the amount of testing we do around tenant satisfaction to ensure we remain on track and maintain the high standards of performance we have developed over successive business plans.
The Board and the Audit committee will do in depth assessments of key service areas and our internal Performance Reviews along with external scrutiny through the numerous accreditations we have for key service areas ensure we have a high standard of scrutiny.
| Consumer Performance Indicators |
| Key Indicator | Target |
| The percentage of customers satisfied with the repairs service (transactional) | 95% |
| The percentage of customers satisfied with the ASB service (transactional) | 80% |
| The percentage of complaints responded to within complaint handling code timescales (TSM) | 80% |
| The number of complaints received by 1000 properties (TSM) | 50 |
| The number of new ASB cases opened by 1000 properties (TSM) | 160 |
| The percentage of repairs completed at first visit | 93% |
| The percentage of responsive repairs completed on time (TSM) | 98% |
| The number of relets as a proportion of housing stock (turnover) | 8% |
| Colleagues Performance Indicators |
| Key Indicator | Target |
| The average days lost to sickness absence per FTE | 11 |
| The percentage of staff turnover | 10% |
| Financial Performance Indicators |
| Key Indicator | Target |
| The percentage of rent collected against rent due (exc. arrears brought forward) | 99.8% |
| The percentage of rent loss due to empty properties | 3.3% |
| Average re-let time in calendar days including properties that are Management Held, undergoing Decent Homes and Major Repairs work, and Hostels | 90 |
| Safety Performance Indicators |
| Key Indicator | Target |
| The percentage of gas safety inspections completed by/before their anniversary date (TSM) | 100% |
| The percentage of of BCH properties that do not meet the Decent Homes Standard (TSM) | 0.4% |
| The percentage of fire safety checks completed by their anniversary date (TSM) | 100% |
| The percentage of BCH stock that have had an asbestos safety check / inspection that need one | 100% |
| The percentage of BCH stock that have a legionella risk assessment that need one | 100% |
| The percentage of communal passenger lifts that have had all necessary safety checks | 100% |