| TR1 |
New Tenant Contacts (Completion Rate) |
|
41.73% |
37.73% |
100% |
No |
|
Work underway to review completion outside the six-week window to assess impact. 59% of tenant contacts completed overall. |
| TR2 |
Tenancy Home Visits (Completion Rate) |
|
36% |
43.47% |
100% |
No |
|
Most tenancy reviews are satisfactory but issues with access and low completion rates in certain wards highlight the need for improved monitoring and follow-up. |
| TR3 |
Average number of days to relet an empty home |
34.36 days |
37.51 days |
37.38 days |
35 days |
No |
Below Average |
Performance is above target, delays with keys being the main cause. (LAHS 2024/25 - CIPFA Nearest Neighbours = 32 days, North-East = 73 days) |
| TR4 |
Percentage of rent lost through empty homes |
1.18% |
0.77% |
0.78% |
0.74% |
No |
|
|
| TR5 |
% of Rent Collected Against Debit |
98.38% |
98.67% |
98.75% |
98.60% |
Yes |
|
Rent collection remains strong. UC migration progressing well with a 70% verification success rate; performance expected to improve further with planned adoption of the UC bot. |
| TR6 |
Cost of B&B (YTD) (Forecasted) |
£717,413 |
£1,330,340 |
£801,617 |
£1,600,000 |
No |
|
Forecast positive, but year-end risk remains as historically increases in final quarter; continued monitoring required. |
| TR7 |
Number of Complaints (Total YTD & Average Monthly) |
330 |
329 |
321 |
|
|
|
Complaints figures are taken directly from the Customer Innovation Platform. Although data is cleansed for input inconsistencies, we are working with the Complaints team to develop a unified process that will further strengthen data accuracy and reliability. |
| 27.5 (avg) |
27.42 (avg) |
35.66 (avg) |
| TR8 |
% of Stage One Complaints Responded to on Time |
100% |
99.21% |
98.10% |
100% |
No |
Upper Quartile |
| TR9 |
% of Stage Two Complaints Responded to on Time |
97.83% |
96.88% |
89.19% |
100% |
No |
Upper Quartile |
