We regularly monitor our performance across a range of housing services using Key Performance Indicators (KPIs).
We report our figures quarterly to our Housing Advisory Board who support us to set targets on the areas that matter the most to residents.
Our KPIs also comply with the Regulator of Social Housing’s Consumer Standards and housing legislation.
Repairs completed on time 78%
The volume of new repairs and reports of damp and mould continues to increase which creates operational challenges for the service. In response, management is reviewing the service model and the level of resources needed to deliver an effective service.
Time to relet empty homes 75 days
Average relet time continues to improve. We are, however, a substantial way from the target of 27 days.
With a more stable surveying function in place, properties can move through the system more quickly. There is a continued focus on meeting the void standard so homes can be let when passed to the lettings team.
The team have focussed on letting the new build apartments at Silk Street. As many of these have been let to current tenants this has increased the amount of voids. The aim is to work through these quickly and relet as soon as possible.
Calls answered by the contact centre 69%
The team continue to work hard to improve call answer rates and reduce waiting times. They have recently recruited a cohort of new advisors and are recruiting again to keep up with resident demand.
Residents have alternative ways of accessing support and the team provides a range of services online, via social media and through webchat. Residents can also drop in to see the team in person in our public offices.
Complaints responded to within 10 days 91%
Although performance is below target, there has been a 12% increase in since Q1. This has been helped by introducing a dedicated feedback officer, and a live dashboard.
This gives the leadership team a continual overview of cases open and overdue. The data is updated daily, to ensure that complaints are answered in time. In addition, all managers across the department have received comprehensive complaints training.
Income collection 98%
Many residents continue to struggle with cost-of-living increases, which negatively impacts on household budgets.
Our Money Advice Team have been busy supporting tenants and helping them with budgeting, debt and benefits advice. Colleagues in the rent team have been supporting tenants through early intervention in arrears cases, to ensure arrears do not build up.
The team use text messaging to encourage tenants to seek support at the earliest stage, if they are struggling to pay their rent and other bills.
Resident Satisfaction with Repairs 86%
In response to a range of recently introduced service changes such as the Repairs Hub and Resident Learning, customer satisfaction has continued to improve to its highest level since joining Manchester City Council.
Gas Servicing 99%
Performance continues to remain strong, whilst management continually looks to evolve the service to keep residents safe in their homes.
Electrical testing 90%
Following a recent service review additional resources were deployed to increase the rate of electrical safety testing. This has resulted in a continuing trend of improvement in service delivery.
Fire Risk Assessments 100%
The current approach to fire safety continues to perform well. Despite this management continues to review and look for opportunities to deliver a safer, more efficient service.
Repairs completed on time
A range of factors have affected our performance including an increase in reports of damp and mould.
Our management team are carrying out a full review of our repairs service standards and processes so that we can improve the service.
Days to re-let empty homes
This stands at 78 days and is a significant improvement on the last quarter.
There is a continued monitoring of performance across all teams at weekly meetings and Housing Services will now start carry out surveys of more complex voids
We will now start work on digital let pack to continue to improve information and tenant satisfaction.
Calls answered by Contact Centre
This stands at 71% which is below our target of 80% but it is an improvement on the last quarter.
We have new advisors in training and we have seen a clear improvement week on week as they become more experienced.
We will continue to work on the efficiency of the whole team with increased coaching sessions, advisor development and productivity incentives.
Complaints responded to within 10 days
This stands at 30% and is a reduction in performance.
An improvement plan has been developed and a new management and repairs complaints structure has been launched.
A new Resident Feedback Officer is now also in place to help support our new approach.
Income collection
This stands at 98%
But is not an accurate reflection of collection rates due to issues with our IT not recording all payments.
The challenges continue with more tenants struggling to pay as cost of living increases impact household budgets.
Training is underway to allow the team to contact tenants more quickly should they fall behind as well as run targeted campaigns.
Resident satisfaction with repairs
This stands at 84% which shows a continuing trend of improvement.
Surveys are carried out the day after the repair and details of dissatisfaction are shared with EQUANS to resolve. All reports of dissatisfaction are reviewed, and the information is used to develop future service changes.
Significant changes have been implemented in within the service, we have established a ‘Repairs Hub’ and ‘Resident Learning Team’ to focus on resident feedback and learning.
Repairs completed on time
This stands at 93%, the trend of improving performance against target continues.
EQUANS and MCC IT teams will be focussing on improving reporting reliability. This will be further enhanced through the impending appointment of the Asset Data Analyst.
Resident satisfaction with repairs
This stands at 78% and there is evidence of a gradual trend of increasing resident satisfaction.
Surveys are carried out the day after the repair and details of dissatisfaction are shared with EQUANS on a daily basis to resolve.
Dissatisfaction is analysed to identify trends and target areas for service improvement. A new role has been created to focus on resident feedback and learning.
Complaints responded to within 10 days
This stands at 47%. We came into Q4 with continuing staffing issues which has affected our response times.
We move out of Q4 fully staffed in this area with a much improved performance on complaints.
The customer experience team have stepped in to support which has reduced the number outstanding significantly.
Time to relet empty homes
This stands at 105 days.
At the end of March 2023 there were 126 empty properties. This is a decrease of over 100 since August 2022 and a further improvement of 39 on the end of Q3.
Calls answered by contact centre
This stands at 63%, calls answered has continued to decrease in Q4 as we have struggled with staffing levels.
In March we recruited 9 new advisors who will finish their training in May.
This will greatly improve our call answering power and significantly reduce our wait time.
Income collection
This stands at 99%, which is below target but remains static.
Rent collection has been a challenge over the past year and the impact of austerity and the cost of living crisis is having a detrimental affect. The level of outstanding debt on disrepair cases that we are working to resolve is also having an impact.
Money advice capacity has been increased within the team and there has been an increase in the support fund for struggling tenants to mitigate the impact of the rise in the cost of living.
Repairs completed on time
This stands at 92% which is below our target of 98% but an increase on the previous quarter.
Performance continues to improve and we are focusing on weekly operational group meetings and service reviews.
Resident satisfaction with repairs
This is at 77% which is below the target of 95% but an increase on the last quarter.
Dissatisfaction is now being analysed to identify trends and target areas for service improvement.
Complaints responded to within 10 days
This stands at 43% and is down from the last quarter.
This significant decline in performance is directly related to a significant increase in demand, which was further impacted by absences in key roles, which has since been rectified.
Time to relet empty homes
This stands at 114 days and our target is 27 days. However this is up from the last quarter.
179 homes were let in the quarter compared to 165 in Q2 and 125 in Q1.
Calls answered by contact centre
This stands at 71% which is below our target of 80%, but an improvement on the last quarter.
Performance was directly affected by the increase in call demand at this time due to bad weather and an increase in the number of reports of damp and mould from November 2022 onwards.
Income collection
Rent collection stands at 99% which is up on the last quarter.
Rent collection performance has improved despite challenges during Q3 in relation to residents being unable to pay online and over the phone in the run up to Christmas due to a Civica Pay issue.
Repairs completed on time
This stands at 88% which is down from the target of 98%.
The Customer Service intervention group joined by managers from EQUANS is meeting monthly and is focussing on improving customer contact and communication and increasing getting it right first time.
Resident satisfaction with repairs
This stands at 69% which is below the target of 95%. This is expected to improve next quarter.
Time to relet empty homes
This stands at 123 days, which is down from our target of 27 days.
Weekly reconciliation meetings remain in place with a focus on ensuring that planning can be made to let homes quickly.
Calls answered by contact centre
This stands at 80% which is on target.
Ongoing improvement projects for the CSC include right 1st time measures to unpick how effectively we are resolving contacts at 1st point of call alongside work on the new 'Hub' that supporting colleagues obtain instant access to data more efficiently.
Complaints responded to within 10 days
This stands at 66% which is down from our target of 80%, this was primarily due to ICT system issues which have now been resolved.
Income collection
This stands at 98% which is down from our target of 100%.
The team are carrying some vacancies which invariably impacts the ability to work through all the cases that need to be addressed and to support residents.
Money Advice referrals have increased significantly from 292 in Q1 to 383 in Q2 and the cost of living is having an impact with many residents really struggling even before major fuel price increases from October 2022 onwards are factored in. These referrals do not include cases where residents contact Money Advisers directly for advice.
Repairs completed on time
Unavailable due to due system issues. Data will be available for Q2 2022/23.
Resident Satisfaction with Repairs
Unavailable due to due system issues. Data will be available for Q2 2022/23.
Time to relet empty homes
This stands at 126 days which is considerably outside our target of 27 days. An action plan is in place to improve performance in this key area
Calls answered by call centre
This stands at 76% which is slightly below our target of 80%.
55,725 calls came to the CSC for this quarter and 43,227 were successfully answered. Call volumes had seen an increase in activity from May up to June because of integration issues with IT both internally and with our contractor Equans.
Complaints responded to within 10 days
This stands at 83% and is above the target, there is no change since the last quarter.
Following a review of complaints there has been a rollout of new processes and training which has contributed to the improved performance.
Income Collection
This stands at 99% and is on target, no change since the last quarter.
We have moved to the new DWP payment system which makes it easier to see week on week where collection stands.
It is worth noting more requests for financial support with rent arrears because of the cost-of-living crisis are being received.
