Latest performance report

Summary

Below is a table with the summary of performance against the 17 metrics agreed. Out of the 17, 3 are meeting target.

In common with other housing providers in the city, we have continued to face significant challenges as a result of the coronavirus pandemic, and this is having a significant impact on performance across several business areas.

Within this report are the 17 performance measures which have historically been reported on. In future reports, the core measures which were approved at the Northwards Board on 8 June 2021 will be measured and reported on.

Summary
KPI Measure	Target	Performance	Change	Met target
NHL211 Customer Service Centre - calls answered within 20 seconds	80%	N/A	N/A	N/A
NHL203 Customer Service Centre satisfaction	85%	80%	down	no
NHL208 Customer Service Centre: % of calls abandoned	20%	25%	down	no
NHL207 Customer Service Centre % of calls answered	80%	75%	down	no
NI158 % of homes 'non-decent'	0.2%	16.75%	down	no
NHL301 Satisfaction with home improvements	9.7	9.47	up	no
KPI9 % of Improvement Work completed Within Timescale	96%	89%	same	no
NHL801 Repairs Satisfaction	95%	94.36%	up	no
NHL816 Repairs completed on time	98.5%	81.77%	down	no
NHL817 Repairs completed on first visit	87%	91.41%	up	yes
NHL815 Repairs appointments that Northwards kept	99%	81.60%	down	no
CGAS01 Gas Servicing % of Homes with Valid Certificate	100%	97.50%	down	no
BV212 Average re-let time	27 days	70.91 days	down	no
NHL902a Void rent loss	0.67%	1.83%	down	no
NHL701 Rent collected	100%	102.08%	up	yes
NHL100 Complaints responded to within 10 days of complaint being made	80%	66.70%	down	no
NHL99 % of Written Responses to Councillors and MPs Within Five Business Days	80%	98.33%	up	yes

Customer Service Centre

NHL207 Customer Service Centre % of calls answered
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	80%	54%	-26%	-5%
2019/20 Q2	80%	50%	-30%	-4%
2019/20 Q3	80%	40%	-40%	-10%
2019/20 Q4	80%	39%	-41%	-1%
2020/21 Q1	80%	59%	-21%	20%
2020/21 Q2	80%	37%	-43%	-22%
2020/21 Q3	80%	N/A	N/A	N/A
2020/21 Q4	80%	N/A	N/A	N/A
2021/22 Q1	80%	N/A	N/A	N/A

NHL203 Customer Service Centre satisfaction
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	87%	85%	-2%	N/A
2019/20 Q2	87%	94%	7%	9%
2019/20 Q3	87%	88%	1%	-6%
2019/20 Q4	87%	89%	2%	2%
2020/21 Q1	87%	88%	1%	-2%
2020/21 Q2	87%	90%	3%	2%
2020/21 Q3	87%	N/A	N/A	N/A
2020/21 Q4	87%	81%	-6%	N/A
2021/22 Q1	85%	80%	-5%	-1%

NHL208 Customer Service Centre: % of calls abandoned
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	5%	8%	-3%	-2%
2019/20 Q2	5%	9%	-4%	-1%
2019/20 Q3	5%	15%	-10%	-6%
2019/20 Q4	5%	16%	-11%	-1%
2020/21 Q1	5%	10%	-5%	6%
2020/21 Q2	5%	19%	-14%	-9%
2020/21 Q3	5%	23%	-18%	-4%
2020/21 Q4	5%	23%	-18%	0%
2021/22 Q1	20%	25%	-5%	-2%

NHL207 Customer Service Centre % of calls answered
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	95%	92%	-3%	-2%
2019/20 Q2	95%	91%	-4%	-1%
2019/20 Q3	95%	85%	-10%	-6%
2019/20 Q4	95%	84%	-11%	-1%
2020/21 Q1	95%	90%	-5%	6%
2020/21 Q2	95%	81%	-14%	-9%
2020/21 Q3	95%	77%	-18%	-4%
2020/21 Q4	95%	77%	-18%	0%
2021/22 Q1	80%	75%	-5%	-2%

Overall performance:

Abandonment rate during the quarter reduced from 23.5% to 15.1%
Embedding the new repairs contract with ENGIE/EQUANs and IT alignment key challenge
Increased emergency repair calls during April and poor attendance rate by operatives
Backlog of legacy repairs for residents and the impact on the CSC for chase ups
Sickness absence and leavers from the service
Satisfaction performance at 79.96%
44,356 calls answered out of 58,916 presented

Service Improvement Plan 21/22:

Continue to embed the ENGIE/EQUANS contract – repair calls equate to 50% of all calls into the CSC
Waste demand to be reduced by EQUANS reducing legacy repair backlog and chase up calls
Insight to be used to determine the satisfaction rate i.e. reality of relating to Advisor performance v the provision of information which the resident does not find acceptable
Increasing the number of calls answered as a result of the embedding of contract and legacy repairs reducing

Capital Programme

NI158 % of homes 'non-decent'
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	21%	6.94%	14.1%	-5.9%
2019/20 Q2	21%	5.83%	15.2%	1.1%
2019/20 Q3	21%	4.2%	16.8%	1.6%
2019/20 Q4	21%	2.4%	18.6%	1.8%
2020/21 Q1	0.5%	16.40%	-15.9%	-14%
2020/21 Q2	0.5%	14.20%	-13.7%	2.2%
2020/21 Q3	0.5%	7%	-6.5%	7.2%
2020/21 Q4	0.5%	4.30%	-3.8%	2.7%
2021/22 Q1	0.2%	16.75%	-16.6%	-12.5%

Overall performance:

Homes non-decent at the end of the quarter is 2,115 (16.75% of stock).
377 homes have been made decent of which 50% were boilers, 46% wiring and 4% doors
The majority of the remaining 2,115 decent homes failures are on rewiring and boilers.
To fail Decent Homes, the wiring must be 30 years old and in poor condition and the boiler 15 years old and in poor condition. Electrical Inspection Condition Reports (EICR’s) and gas safety inspections are used to confirm that properties don’t fail Decent Homes on the condition element (i.e. don’t need major repair or replacement at that time).

Service Improvement Plan 21/22:

A delay on ENGIE carrying out EICRS in April – aim to re-start in July
Estimate for non-decent homes at 31 March 2022 is 0.2%
Riverside maisonettes form part of an improvement project to start later in this financial year for works on walls and doors to meet decent homes

NHL301 Satisfaction with home improvements
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	9.7	9.6	-0.1	0.1
2019/20 Q2	9.7	9.3	-0.4	-0.3
2019/20 Q3	9.7	8.9	-0.8	-0.4
2019/20 Q4	9.7	8.9	-0.8	0
2020/21 Q1	9.7	9.3	-0.4	0.4
2020/21 Q2	9.7	9.2	-0.5	-0.1
2020/21 Q3	9.7	8.8	-0.9	-0.4
2020/21 Q4	9.7	9.3	-0.4	0.5
2021/22 Q1	9.7	9.47	-0.23	0.2

Overall performance:

Below target scores were recorded on HAES 2/4 Blocks Ground Source & Air Source Heat Pumps; Newton Heath High Rise Internal Work; FRA Low Rise Phase 2; Rushcroft & Pevensey Courts internal work and Responsive Investment Work
Dissatisfaction related to minor snagging and cost of electricity following installation of heat pumps

Service Improvement Plan 21/22:

Minor snagging to be picked up through inspections initially and resident feedback
Energy Officer to provide ongoing assistance to residents re changes to their heating system and getting the best use from system and maximising efficiency and reducing cost of energy bills

KPI9 % of Improvement Work completed Within Timescale
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	95%	91%	-4%	-5%
2019/20 Q2	95%	83%	12%	-8%
2019/20 Q3	95%	69%	26%	-14%
2019/20 Q4	95%	74%	21%	5%
2020/21 Q1	96%	N/A	N/A	N/A
2020/21 Q2	96%	81%	-15%	N/A
2020/21 Q3	96%	90%	-6%	9%
2020/21 Q4	96%	89%	-7%	-1%
2021/22 Q1	96%	89%	-7%	0%

Overall performance:

Timescales can vary from project to project and KPIS agreed by project team at start up meetings
The score is based on whether the work handed over to either a property or section of work was completed within the agreed timescales
Projects scored below target: Charlestown Victoria Avenue High Rise due to delays following sub-contractor Total Glass going into administration.
HAES 2/4 blocks air source heat pumps (ASHP’s) – the ASHP installer’s (Aberla) contract was terminated by mutual consent due to poor progress

Service Improvement Plan 21/22:

Charlestown Victoria Avenue High Rise - work has now restarted with Mears taking over responsibility for that element of work
HAES 2/4 blocks air source heat pumps (ASHP’s) now being installed by Rothwells, so better progress is anticipated

Repairs & Maintenance

NHL801 Repairs Satisfaction
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	95%	94.22%	-0.78%	-5.3%
2019/20 Q2	95%	94.66%	-0.34%	0.44%
2019/20 Q3	95%	94.45%	-0.55%	-0.21%
2019/20 Q4	95%	94.37%	-0.63%	-0.08%
2020/21 Q1	95%	N/A	N/A	N/A
2020/21 Q2	95%	94.22%	-0.78%	N/A
2020/21 Q3	95%	93.26%	-1.74%	-0.96%
2020/21 Q4	95%	93.18%	-1.82%	-0.08%
2021/22 Q1	95%	94.36%	-0.64%	1.18%

Overall performance:

New Repairs and Maintenance contract commenced with ENGIE/EQUANS 3 April 2021
Repair satisfaction return rate is 22.83% (638 jobs) - below target by 0.64%
A revised methodology for KPI monitoring is being finalised and signed off with EQUANS
EQUANS overall repairs performance is below expectations

Service Improvement Plan 21/22:

Weekly operational group meetings and service reviews
Recovery plan has been produced by EQUANS running into October 2021
Monitoring and scrutiny of performance are main agenda items at all meetings
Strategic Partnership Board is meeting more frequently to monitor the recovery plan
Performance is sighted by the Interim Assistant Director and Director of Housing Operations

NHL816 Repairs completed on time
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	98.5%	96.96%	-1.54%	-1.45%
2019/20 Q2	98.5%	95.57%	-2.93%	-1.39%
2019/20 Q3	98.5%	96.31%	-2.19%	0.74%
2019/20 Q4	98.5%	96.65%	-1.85%	0.34%
2020/21 Q1	98.5%	98.62%	0.12%	1.97%
2020/21 Q2	98.5%	98.38%	-0.12%	-0.24%
2020/21 Q3	98.5%	98.13%	-0.37%	-0.25%
2020/21 Q4	98.5%	97.98%	-0.52%	-0.15%
2021/22 Q1	98.5%	81.77%	-16.73%	-16.21%

Overall performance:

Jobs completed on time is below target by 16.73% (1,429 jobs out of 7,840).

Service Improvement Plan 21/22:

Weekly operational group meetings and service reviews
Recovery plan has been produced by EQUANS running into October 2021
Monitoring and scrutiny of performance are main agenda items at all meetings
Strategic Partnership Board is meeting more frequently to monitor the recovery plan
Performance is sighted by the Interim Assistant Director and Director of Housing Operations

NHL817 Repairs completed on first visit
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	87%	85.54%	-1.46%	-9.93%
2019/20 Q2	87%	87.26%	0.26%	1.72%
2019/20 Q3	87%	87.19%	0.19%	-0.07%
2019/20 Q4	87%	87.70%	0.70%	0.51%
2020/21 Q1	87%	N/A	N/A	N/A
2020/21 Q2	87%	88.87%	1.87%	N/A
2020/21 Q3	87%	85.44%	-1.56%	-3.43%
2020/21 Q4	87%	84.10%	-2.90%	-1.34%
2021/22 Q1	87%	91.41%	4.41%	7.31%

Overall performance:

The completed at first visit return rate to the end of quarter 1 is 23.34%
Above target by 4.41% and equates to a total of 652 jobs and 596 of these jobs are where tenants confirmed the repair was completed at first visit

Service Improvement Plan 21/22:

Whilst exceeding target – there remains concern re performance overall as per previous KPIs

NHL815 Repairs appointments that Northwards kept
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	99%	97.54%	-1.46%	-0.79%
2019/20 Q2	99%	97.34%	-1.66%	-0.20%
2019/20 Q3	99%	97.73%	-1.27%	0.39%
2019/20 Q4	99%	97.76%	-1.24%	0.03%
2020/21 Q1	99%	97.75%	-1.25%	-0.01%
2020/21 Q2	99%	98.23%	-0.77%	0.48%
2020/21 Q3	99%	97.89%	-1.11%	-0.34%
2020/21 Q4	99%	97.67%	-1.33%	-0.22%
2021/22 Q1	99%	81.60%	-17.40%	-16.07%

Overall performance:

Below target by 17.40% (514 jobs out of 2,794).

Service Improvement Plan 21/22:

Weekly operational group meetings and service reviews
Recovery plan has been produced by EQUANS
Monitoring and scrutiny of performance are main agenda items at all meetings
Strategic Partnership Board is meeting more frequently to monitor the recovery plan
Performance is sighted by the Interim Assistant Director and Director of Housing Operations

CGAS01 Gas Servicing % of Homes with Valid Certificate
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	100%	100%	0%	0%
2019/20 Q2	100%	100%	0%	0%
2019/20 Q3	100%	100%	0%	0%
2019/20 Q4	100%	99.96%	-0.04%	-0.04%
2020/21 Q1	100%	99.1%	-0.93%	-0.89%
2020/21 Q2	100%	99.7%	-0.27%	0.66%
2020/21 Q3	100%	99.7%	-0.26%	0.01%
2020/21 Q4	100%	99.6%	-0.36%	-0.10%
2021/22 Q1	100%	97.5%	-2.50%	-2.14%

Overall performance:

Below target at 97.50%
EQUANS overall gas servicing performance is below expectations linked to short mobilisation and resourcing problems.

Service Improvement Plan 21/22:

Recovery plan has been produced by EQUANS with target of single figure overdue by end of August
Target for overdue Landlord Gas Safety Records (LGSR) to be in single figures by end of August
The recovery plan is subject to daily review and reports and the Strategic Partnership Board is meeting more frequently to monitor recovery.
For customers who are shielding or self-isolating due to COVID-19 symptoms, testing positive or test & trace instruction, appointments are being made as soon as possible after the end of the self-isolation period
For customers who are social distancing without symptoms and deny access, there is no relaxation of the legal duty to carry out the gas safety check and the HSEs usual advice on gaining access and evidencing attempts to gain access is unchanged
Maintaining usual access procedure and taking enforcement action to the point where tenants categorically refuse due to Covid risk.

Empty Homes

BV212 Average re-let time
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	28 days	31.17 days	-3.17	-0.64
2019/20 Q2	28 days	28.65 days	-0.65	2.52
2019/20 Q3	28 days	27.27 days	0.73	1.38
2019/20 Q4	28 days	27.5 days	0.5	-0.23
2020/21 Q1	27 days	35.91 days	-8.91	-8.41
2020/21 Q2	27 days	42.28 days	-15.28	-6.37
2020/21 Q3	27 days	44.6 days	-17.6	-2.32
2020/21 Q4	27 days	51.98 days	-24.98	-7.38
2021/22 Q1	27 days	70.91 days	-43.91	-18.93

NHL902a Void rent loss
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	0.62%	0.71%	-0.09%	-0.07%
2019/20 Q2	0.62%	0.64%	-0.02%	0.07%
2019/20 Q3	0.62%	0.67%	-0.05%	-0.03%
2019/20 Q4	0.62%	0.72%	-0.10%	-0.05%
2020/21 Q1	0.67%	1.15%	-0.48%	-0.43%
2020/21 Q2	0.67%	1.13%	-0.46%	0.02%
2020/21 Q3	0.67%	1.15%	-0.48%	-0.02%
2020/21 Q4	0.67%	1.27%	-0.6%	-0.12%
2021/22 Q1	0.67%	1.83%	-1.16%	-0.56%

Overall performance:

Average relet time for the quarter 70.91 days v target of 27 days
Void rent loss 1.84% v target of 0.62%
EQUANS overall performance in relation to empty property turnaround has been below expectation
Delays in handover and quality of work are key issues with EQUANS
Number of tenancy terminations have reduced to 164 v 203
Number of voids 208

Service Improvement Plan 21/22:

Weekly reconciliation meetings with EQUANS
Recovery Plan developed by EQUANS – includes increased capacity through sub-contractors
Review of empty home standard with EQUANS to ensure standards are met
Increased capacity in the New Tenancy team with Northwards to meet anticipated increased handovers
Planning on viewings and signups being competed while works ongoing – to improve relet times into the Autumn
Monitoring and scrutiny of performance are main agenda items at all meetings
Strategic Partnership Board is meeting more frequently to monitor the recovery plan
Performance is sighted by the Interim Assistant Director and Director of Housing Operations

Rent Management

NHL902a Void rent loss
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	100%	101.5%	1.5%	0.4%
2019/20 Q2	100%	99.37%	-0.63%	-2.13%
2019/20 Q3	100%	100.07%	0.07%	0.70%
2019/20 Q4	100%	100.5%	0.5%	0.43%
2020/21 Q1	100%	98.93%	-1.07%	-1.57%
2020/21 Q2	100%	98.5%	-1.5%	-0.43%
2020/21 Q3	100%	99%	-1%	0.5%
2020/21 Q4	100%	99.45%	-0.55%	0.45%
2021/22 Q1	100%	102.08%	2.08%	2.63%

Overall performance:

£12,059m rent collected against a total rent debit charge of £11,813m
Performance improvement on same period last year at 96.7% v current year £102.08%(inc heating charge)
Weekly dips in collection rates are attributable to delayed receipt of the DWP Universal Credit schedule

Service Improvement Plan 21/22:

Work ongoing to move to a new payment system to eradicate delays in DWP UC schedule being posted
Review of the Rentsense performance and business case for extension of the contract being explored

Complaints

NHL100 Complaints responded to within 10 days of complaint being made
Period	Target	Performance	Variance from target	Variance from previous quarter
2018/19 Q1	80%	N/A	N/A	N/A
2018/19 Q2	80%	87%	7%	N/A
2018/19 Q3	80%	81%	1%	-6%
2018/19 Q4	80%	83%	3%	2%
2019/20 Q1	80%	82%	2%	-1%
2019/20 Q2	80%	80%	0%	-2%
2019/20 Q3	80%	80.16%	0.16%	0.16%
2019/20 Q4	80%	80.72%	0.72%	0.56%
2020/21 Q1	80%	100%	20%	19.28%
2020/21 Q2	80%	80.95%%	0.95%	-19.05%
2021/22 Q3	80%	80.49%	0.49%	-0.46%
2021/22 Q4	80%	84.75%	4.75%	4.26%
2021/22 Q1	80%	66.70%	-13.30%	-18.05%

Overall performance:

The number of complaints logged is very low – 9 logged with 6 responded to within 10 days
Repairs Managers tasked with dealing with and responding to complaints within time have been focussed on the installation of a new repairs system on the new EQUANS contract
Update errors have also compounded how performance is being reported

Service Improvement Plan 21/22:

Repairs Manager re-trained on system process for Stage 1 complaints
Key area of focus under the White Paper requirements to improve complaints handling and service improvement
Completion of the Housing Ombudsman self-assessment to be undertaken and revision of existing complaints procedure to align with expected requirements and performance

NHL99 % of Written Responses to Councillors and MPs Within Five Business Days
Period	Target	Performance	Variance from target	Variance from previous quarter
2019/20 Q1	80%	98%	18%	5.5%
2019/20 Q2	80%	93%	13%	-5%
2019/20 Q3	80%	94%	14%	1%
2019/20 Q4	80%	94%	14%	0%
2020/21 Q1	80%	100%	20%	6%
2020/21 Q2	80%	97.6%	17.6%	-2.4%
2020/21 Q3	80%	97%	17%	-0.6%
2020/21 Q4	80%	97%	17%	0%
2021/22 Q1	80%	98.33%	18%	1%

Overall performance:

60 enquiries received
98% responded to within 5 days

Service Improvement Plan 21/22:

Most enquiries relate to rehousing with a small number about repairs and neighbour issues
Ongoing review of reasons for contact and learning to continue.