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Generic Customer Focus performance indicators

These indicators monitor customer-related performance.

Generic Customer Focus

Traffic light colour Definition
Red light Performance not on target
Amber light Performance not on target but improving
green light  Performance on target
N/A = no return for the period - Performance not traffic lighted


Housing Services customer focused indicators

Customer focused indicators Monthly target (%) Apr(%) May (%) Jun(%) Jul(%) Aug(%) Sep(%)
Letters answered on time (all sections) 100 100 99 100 100 100 99
Emails answered on time (all sections) 99 100 98 100 100 100 99
Stage 1 complaints answered on time 100 100 89 100 100 100 100
Stage 2 complaints answered on time 100 N/A 100 100 100 100 100

Customer focused indicators Monthly target (%)

Oct(%)

 Nov(%) Dec(%) Jan(%)   Feb(%)  Year to date (%) Year to date performance against target
Letters answered on time (all sections) 100 100 100 100 100 98 99 Red light
Emails answered on time (all sections) 99 100 100 100 100 100 99 green light
Stage 1 complaints answered on time 100 100 100 100 100 100 100 green light
Stage 2 complaints answered on time 100 100 100 100 100 100 100 green light 

Telephone statistics

Housing information call centre

Call centre Monthly target Year End 10/11 Apr- Jun Jul - Sep Oct - Dec  Year to date Year to date performance against target
Percentage of calls answered 90 93 94 94 93 94 green light 
Number of calls answered Monitoring 32,566 6638 7689 6710 21037 Monitoring
Total number of calls received Monitoring 35,001 7081 8220 7191 22492 Monitoring 
Service level 70 82 85 84 83 85  green light

 

HomeChoice

HomeChoice  Monthly target Year End 10/11 Apr- Jun Jul - Sep  Oct - Dec Year to date Year to date performance against target
Percentage of calls answered 90 94  94 85 96 91 green light
Number of calls answered Monitoring  10,004 2081 2048 1616 5745 Monitoring
Total number of calls received Monitoring  10,687 2223 2407 1689 6319 Monitoring
Percentage answered within 15 seconds Monitoring  38 31 21 59 55 Monitoring

 

Customer First Repairs Team

Repairs Team Monthly target Year end 10/11 Apr- Jun Jul - Sep Oct - Dec Year to date  Year to date performance against target
Percentage of calls answered 90 89 97 95 95 95 green light
Number of calls answered  Monitoring 25,772 6503 6577 6352 19432 Monitoring
Total number of calls received  Monitoring 28,980 6717 6950 6716 20383 Monitoring
Percentage answered within 15 seconds Monitoring 70 89 78 79 79 Monitoring

 

Service Standard Monitoring

HomeChoice allocations

HomeChoice allocations Quarter target Year end 2010/11 Apr- Jun Jul - Sep  Year to date  Year to date performance against target
Percentage of application forms registered within 10 working days of its receipt. 100 100 100 100 100 green light 
Total number of properties made available to bid on during quarter Monitoring 1508 535 425 960 Monitoring
Number of appeals made against banding decisions during the quarter Monitoring 113 73 65 138 Monitoring
Percentage of appeal decisions made within 10 working days of its receipt 100 81 100 100 100 green light

 

Housing Solutions

Housing Solutions Quarter target Year end 2010/11 Apr- Jun Jul - Sep Oct - Dec Year to date   Year to date performance against target
Number off out of hours emergency cases during the quarter Monitoring 101 N/A 9     Monitoring
Percentage of review cases decided on time 98 100 100 100 100 100  green light
Percentage of cases decided within 28 working days 90 95 100 99 94 98 green light 
Percentage of cases dealt with on 'one and done' basis at Riverside 1 65 72 47 39 40 42 Amber light
Average waiting time at Riverside 1 (in minutes) Under 20 minutes 18 17 19 18 18 green light 
Percentage of TA visited within two weeks (not B&B) of move in 85 94 86 46 88 73 Amber light

 

HRA voids

HRA voids Quarter target Year end 2010/11 Apr- Jun  Jul - Sep Oct - Dec Year to date  
Number of Medway Council tenancies ended Monitoring 492 89 96 59 244
Number of void properties inspected Monitoring 151 58 86 54 198

 

HRA Estate Management

HRA Estate Management Quarter target Year end 2010/11 Apr - Jun Jul - Sep  Oct - Dec Year to date   Year to date performance against target
Number of new tenancy visits conducted Monitoring 198 52 48 81 100 Monitoring
Percentage of new tenancy visits conducted within six weeks of the tenant moving in

100

 58 27 25 49 36 Red light 
Total number of estate inspections conducted by estate officers 4 30 16 24 23 63 green light 
Number of right to buy applications received Monitoring 8 1 2 1 4 Monitoring
Percentage of decisions made on RTB applications within 28 calendar days of receipt 100 100 100 100 100 100 green light 
Number of applicants in houses receiving a Section 125 Monitoring 4 3 0 0 3 Monitoring
Percentage of applicants in houses receiving a section 125 within eight weeks of receipt. 100 100 100 N/A N/A  100  green light
Number of applicants in flats receiving a section 125 Monitoring 0 0 1 0 1 Monitoring
Percentage of applicants receiving a section 125 within 12 weeks of application 100 N/a N/A 100 N/A  100 green light

 

Planning Application Service

Planning Application Service Quarter target Year end 2010/11 Apr-Jun Jul - Sep  Oct - Dec Year to date   Year to date performance against target
Percentage of planning applications acknowledged within three working days of receipt 80% 79 100 100 98 99  green light
Percentage of people with incomplete planning applications notified within five working days of receipt 80% 72 77 62 64 68 Amber light
Percentage of planning applications - major commercial and industrial applications determined within 13 weeks 60% 63 89 30 60 60 green light
Percentage of planning applications - minor applications determined in eight weeks 65% 79 81 83 77 80 green light 
Percentage of planning applications - Other applications determined in eight weeks 80% 94 85 90 89 88  green light

 

Planning Control

Planning Control Quarter target Year end 2010/11 April - June Jul - Sep   Oct - Dec Year to date    Year to date performance against target
Percentage of reports of planning control breaches acknowledged within three working days of receipt. 100% 93 81 73 85 80 Amber light
Percentage of site investigations conducted within 10 working days of the receipt of the notice of breach 90% 59% 60% 74 42 59 Red light 
Percentage of people responsible for a breech in planning advised of breach within 21 working days 100% 65 100 100 100 100 gr 
Percentage of complainants responded to advising them of the action taken within 15 working days of the receipt of the notice of breach 80% 49% 91 90 98 93 gr 

 

Disabled Adaptations Service (DAS)

Disabled Adaptations Service Quarter target Year end 2010/11 Apr- Jun Jul - Sep  Oct - Dec Year to date   Year to date performance against target
Percentage of applicants assigned high priority status contacted  within 10 working days of application assessment 100% 100 100 100 100 100 gr
Percentage of applicants assigned high priority status visited within two weeks of application assessment 100% 98 95 80 95 90 Amber light
Percentage of customer consultations arranged within one month of an enquiry being received 100% 100 100 75 100 92 gr
Percentage of customers contacted by an outside agent within three weeks of a scheme of works being arranged. 100% 100 100 100 100 100 gr
Percentage of customers who have had work scheduled by an outside agent within 8 weeks of finalising their information 80% 100 80 80 80 80 gr
Percentage of approved grants submitted to DAS validated within five working days 80% 94 95 75 85 85 gr
Percentage of valid approval's for adaptations (for 12 months) provided within six months of receipt of an approved application 100% 100 100 50 10 53 Red light
Percentage of payments made to contractors within 28 calendar days of receipt of invoice 100% 95 95 98 98 97 Red light

 

For more information contact us by telephone: 01634 306000 or by email: info@medway.gov.uk

Write to: Medway Council, Gun Wharf, Dock Road, Chatham, Kent ME4 4TR

 

 

 

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