Latest performance report

Northwards Housing Corporate Performance Quarter 1 2021-22

All key performance indicators (KPIs) in this report are cumulative, unless stated otherwise.

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 MeasureTargetPerformanceChangeMet 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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'
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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
PeriodTargetPerformanceVariance from targetVariance 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.

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