|
VH
|
Carbon Emissions
|
1,579.70 CO2 tonnes
|
1,600.00 CO2 tonnes
|
|
VH
|
Current Tenant Arrears
|
3.1%
|
2.58%
|
|
VH
|
EBITDA MRI Interest Cover
|
117.67%
|
134.9%
|
|
VH
|
Gearing
|
49.33%
|
48.09%
|
|
VH
|
Headline Social Housing Cost Per Unit
|
£ 4,620.36
|
£ 4,474.76
|
|
VH
|
Income Collected
|
99%
|
100.02%
|
|
VH
|
Operating Margin
|
25.22%
|
24.08%
|
|
H
|
CRM actions completed
|
85%
|
86.40 %
|
|
H
|
Customers who agree that employee was polite
|
97%
|
97.50 %
|
|
H
|
New Property Sales
|
124 units
|
128 units
|
|
H
|
New Supply Delivered
|
2.27%
|
2.31%
|
|
H
|
Percentage of non-compliant Jigsaw Support Contracts
|
8%
|
0%
|
|
H
|
Reinvestment
|
9.41%
|
7.58%
|
|
H
|
Return on Capital Employed
|
3.36%
|
3.35%
|
|
H
|
Satisfaction with Repairs
|
88%
|
90.41 %
|
|
H
|
Starts on site
|
295 units
|
278 units
|
|
H
|
TSM: Percentage of homes for which all required fire risk assessments have been carried out
|
100%
|
100%
|
|
H
|
TSM: Percentage of homes for which all required gas safety checks have been carried out
|
100%
|
99.94%
|
|
H
|
TSM: Percentage of homes that do not meet the decent homes standard
|
1%
|
0.35 %
|
|
H
|
Void Loss
|
1.3%
|
1.36%
|
|
M
|
Abandoned Calls
|
10%
|
4.5%
|
|
M
|
Average Time for Non-Emergency Repairs
|
11 working days
|
13.1 working days
|
|
M
|
Compliance With Mandatory Training
|
100%
|
99.5%
|
|
M
|
Compliance with other essential training
|
98%
|
98.60 %
|
|
M
|
Employee Sickness
|
4.4%
|
4.81%
|
|
M
|
Employee Turnover
|
3.75%
|
2.76%
|
|
M
|
Enquiry Resolved at First Point of Contact
|
70%
|
72.09%
|
|
M
|
Median duration of let (from ready to let to new tenancy start)
|
5 working days
|
5 working days
|
|
M
|
Money Advice Outcomes
|
700 successful claims
|
702 successful claims
|
|
M
|
Number of logins to online services
|
31500
|
37478
|
|
M
|
Number of Properties below Level C
|
5800
|
5484
|
|
M
|
Number of void properties with repairs completed and ready to let
|
475
|
409
|
|
M
|
Properties compliant with gas safety requirements at quarter end
|
100%
|
100%
|
|
M
|
Properties with Invalid Gas Certificates during Reporting Period
|
0
|
0
|
|
M
|
RIDDOR incidents
|
2
|
1
|
|
M
|
Satisfaction of New Tenants with Home
|
85%
|
92.09 %
|
|
M
|
Satisfaction with handling of ASB Case
|
83%
|
83.30 %
|
|
M
|
The number of roof replacements during the period
|
380 replacements
|
119 replacements
|
|
M
|
TSM: ASB cases per 1000 properties
|
Contextual measure
|
18.16
|
|
M
|
TSM: Complaints per 1000 properties
|
Contextual measure
|
40.7
|
|
M
|
TSM: Complaints responded to within complaint handling timescales
|
80%
|
82.2%
|
|
M
|
TSM: Emergency repairs completed within target timescale
|
97%
|
98.7%
|
|
M
|
TSM: Non emergency repairs completed within target timescales
|
80%
|
83.83%
|
|
M
|
TSM: Percentage of homes for which all other required safety checks have been carried out
|
100%
|
100%
|
|
M
|
Unfilled vacancies
|
-
|
3
|