How are we performing and how do we compare?
We use a number of tools to measure the performance of the housing service at Wealden:
- Performance Indicators
- Complaints and compliments
- External reviews
- Consultation with tenants and leaseholders
- Benchmarking with other landlords
Performance Indicators
We use a number of national and local indicators which are monitored on a monthly basis, and are reported quarterly. They help us to measure how we are performing in key areas over a period of time and also help us to compare ourselves against other landlords across the country. We report our performance indicators to the Council's Community Scrutiny Committee and to Cabinet. We also publish a summary of the key indicators in our tenant/leasholder magazine called Threshold.
You can see some of the Housing Services recent performance indicators or view all the the latest performance indicators for Wealden District Council.
External Reviews
The housing service has undertaken a number of reviews in key areas in order to independently assess the service. In January 2008 we took part in a Strategic Housing Review undertaken by the IdeA and in Spring 2008 the service was independently assessed and successfully achieved accreditation for customer service from Chartermark.
Consultation with tenants and leaseholders
We gather lots of information from our tenants and leaseholders through estate surveys, community surveys and service standard consultations. All of this information enables us to find out where we are not performing as well as customers expect us to and helps us to fix those issues. It also gives us lots of information about areas where we are meeting or even exceeding customer expectations.
Benchmarking with other landlords
Wealden's housing service historically has used external benchmarking clubs to benchmark it's service against. In addition we have been undertaking some comparison work with the other registered social landlords (housing associations) who have properties in Wealden, (through our Wealden Housing Management Group) on key areas of activity such as rents, re-let times and repairs. The sharing of this information helps us all to identify areas where we could do better and learn from similar organisations who may have different approaches or solutions to issues.
We are currently investigating new sources of benchmarking.
Annual Benchmarking 2007-08
|
Housing Provider |
||||
Performance Indicator |
Wealden District Council |
Orbit Housing Association |
Hyde Martlett Housing Association |
Downland Housing Association |
Moat Housing Group |
Average relet time |
35 days |
32 days across Sussex |
35 days approx for general needs |
52 days * see note 1 |
49 Days |
% of prop’s that are vacant and available to let |
- |
- | Martlett - end 07 0.16% HydeMartlett 0.14% |
0% as at 26/08/08 |
3.5% |
% of prop’s that are vacant and unavailable to let |
- |
2 in Wealden |
Martlett - end 07 0.49% HydeMartlett 0.25% |
0% |
0% |
Total Lettings for the year: Temporary General needs Sheltered |
249 53 68 128 |
5 in Wealden |
- | 14 g/n. no other lets |
18 |
Rent Arrears of current tenants as a % of gross income |
- | 7.39% across Sussex |
3.81% as at end June 08 |
4.90% * see note 2 |
N/A |
Repairs - 24 hrs % |
34% |
N/A |
100% |
99.02% |
93.8% |
Repairs - Urgent % |
36% |
97.87 across Sussex |
97% |
99.04% |
81.8% |
Repairs – Non Urgent % |
30% |
100 across Sussex |
98% |
97.02% |
88.8% |
% Tenants satisfied with service (latest survey figure and date of survey) |
71% |
80.54 |
81% general needs 90% independent living STATUS Jan 08 |
tbc |
77% 31/3/08 |
% Tenants satisfied in decision making (latest survey figure and date of survey). |
69% |
N/A |
72% general needs 78% independent living |
tbc |
N/A |
No’s of complaints |
- | 5 (stage 1) |
No data |
162 |
59 |
No’s of Ombudsman complaints |
1 |
0 |
1 |
1 |
0 |
Management Costs per dwelling |
- | N/A |
£301 for all maintenance services |
£1063 |
- |
Notes (Downland):
- (Lettings ave time): This is data for the Hove office, covering 2000 units in total, not just for Wealden. Re let time is excessively high here due to x 4 very long void times with properties mainly in Brighton (x3) and in Eastbourne (x1). As example 1 void in Brighton was void for 389 days.
- Higher than usual due to changes in Housing Officers over the past 12 months. Stats show steady reduction month on month.
Places for People - data for the Wealden region only:
No relevant relet times, as no lettings this year
No property unavailable to let
No complaints direct or from the Obudsman
No info on tenants satisfaction, rents or repairs.
