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Housing Revenue Account performance indicators

The Housing Revenue Account Team is responsible for providing all front-line Housing Services such as:

  • repairs and maintenance;
  • resident involvement;
  • estate management, including estate services;
  • sheltered housing;
  • rent and leaseholder services.

The service is mainly funded from the rent income the council generates from the houses it manages. It is therefore important to ensure arrears levels are low and services give value for money.

 

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 Revenue Account 2011/12 Target Year end 10/11 Apr May Jun Jul Aug Sep Oct
Percentage of emergency orders raised <15% monthly 20 22 22 17 20 17 17 18
Percentage of urgent repairs raised <25% monthly 22 23 23 23 22 23 25 25
Percentage of routine repairs raised >60% monthly 59 55 55 60 58 60 58 56
Percentage of out of hours emergency repairs completed on time 99% monthly 99 100 100 100 100 100 100 100
Percentage of day emergency repairs completed on time 99% monthly 97 100 96 98 100 91 96 98
Percentage of urgent repairs completed on time 99% monthly 95 99 93 98 97 93 90 93
Percentage of routine repairs completed on time 96% monthly 94 97 90 98 91 92 91 93
Average start-to-end time for all reactive repairs
(calendar days)		 10 cal days monthly 14 15 21 17 16 16 15 12
Percentage of repairs completed right first time. 93% monthly N/A 99 90 99 96 83 78 77
Percentage of appointments kept TBC N/A N/A  N/A 100 98 98 98 99
Overall customer satisfaction with day to day repairs 95% monthly 96 98 100 97 100 100 100 100
Average time to re-let general needs council dwellings
(calendar days)		 25 cal days monthly 28 19 27 28 34 23 12 11
Average time to re-let sheltered housing council dwellings (calendar days)  25 cal days monthly 53 35 25 21 29 33 12 16
Percentage of rent collected including rent arrears
(year to date)		 99.62% collected at year end 98 73 85 90 92 94 97 97
Percentage of rent collected excluding rent arrears
(year to date) 		  99.8% collected at year end 101 100 101 100 101 100 103 100.6
Percentage of gas servicing compliancy  100% monthly 100 100 100 100 100 100 100 100
Current tenant arrears as a percentage of the annual rent roll 2.86% at year end 3.09  3.06 2.98 2.91 2.98 2.91 2.75 2.67

 

Housing Revenue Account 2011/12 Target Year end 10/11 Nov Dec Jan Feb Mar Year to date Year to date performance against target
Percentage of emergency orders raised <15% monthly 20 16 20 17 18 22 19 Red light
Percentage of urgent repairs raised <25% monthly 22 28 29 25 25 24 25 green 
Percentage of routine repairs raised >60% monthly 59 56 51 59 57 54 57 Red light
Percentage of out of hours emergency repairs completed on time 99% monthly 99 100 100 100 100 100 100 green 
Percentage of day emergency repairs completed on time 99% monthly 97 98 99 99 99 99 98 Amber light
Percentage of urgent repairs completed on time 99% monthly 95 96 98 99 98 98 96 Amber light
Percentage of routine repairs completed on time 96% monthly 94 95 98 98 97 98 95 Amber light
Average start-to-end time for all reactive repairs
(calendar days)		 10 cal days monthly 14 10 11 14 15 14 14  Red light
Percentage of repairs completed right first time. 93% monthly N/A 98  93 97 86 85 91 Red light
Percentage of appointments kept TBC N/A  98 99 99 98 99   98 N/A
Overall customer satisfaction with day to day repairs 95% monthly 96 97 100 95 95 98 98 green 
Average time to re-let general needs council dwellings
(calendar days)		 25 cal days monthly 28 11 7 14 14 12 19 green
Average time to re-let sheltered housing council dwellings (calendar days)  25 cal days monthly 53 6 38 9 17 60 20 green
 Percentage of rent collected including rent arrears
(year to date)		 99.62% collected at year end 98 97 98 98 98 98 98 Amber light 
Percentage of rent collected excluding rent arrears
(year to date) 		  99.8% collected at year end 101 101 102 102 102 101 101 green 
 Percentage of gas servicing compliancy  100% monthly 100 100 100 100 100 100 100 green
Current tenant arrears as a percentage of the annual rent roll 2.86% at year end 3.09 2.59 2.34 2.32 2.30 2.37  2.37 green

 

Housing Revenue Account Target Year end 10/11 Apr -Jun Jul - Sep Oct -Dec Jan - Mar YTD  Year end performance against target
Percentage of current tenants rechargeable repair works income collected 25% 8.16 6.68 8.07 10.08 16.25 16.25  Amber light
Percentage of service charge income collected from leaseholders. 95% 60 18 38 60 TBC 60 Amber 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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