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.