Deep dive into how we are performing as an organisation Performance reports

What do the colours mean?

• GREEN - Target achieved - Performance has met or exceeded the target set by the Board.
• AMBER -  Within tolerance - Performance has not reached the target but remains within an acceptable range
• RED -  Target missed - Performance has fallen below both the target and the agreed tolerance level
• BLUE - Annual measure - no monthly target or tolerance
• GREY - Data not available or not applicable

KPI (Key Performance Indicator)

A measure used to assess how well a service is performing.

Target

The level of performance we aim to achieve.

Tolerance

An agreed minimum level of performance. If performance falls below this level, it is considered to have missed target.

Tenants satisfied with the standard of their home

Measures how satisfied customers are with the condition and quality of their home when they move in.

Overall satisfaction with repairs service

Measures how satisfied customers are with the repairs service they have received following the completion of an emergency, urgent or routine repair.

Overall satisfaction with planned maintenance service

Measures how satisfied customers are with larger planned improvement works in their home, such as kitchens, bathrooms or external improvements. 

Satisfaction with anti-social behaviour case handling

Measures how satisfied customers are with the way anti-social behaviour cases are managed.

Satisfaction with formal complaint handling

Measures customer satisfaction with how complaints are handled.

Repairs appointments kept

The percentage of urgent and routine repairs appointments attended as agreed.

Average number of days to re-let empty homes

Measures how quickly empty homes are prepared and let to new customers, helping reduce waiting times and lost rental income.

Tenancy turnover

The percentage of homes where a tenancy ended during the reporting period. 

Stock condition surveys completed

Measures progress in surveying homes to understand their condition and future investment needs. Homes are surveyed every five years.

Follow-on repairs completed within target

The percentage of repairs requiring an additional visit that are completed within 28 days.

Homes empty and not available

The proportion of homes that are currently empty and not ready to be let to a new customer, usually because major works are taking place. 

Value for money gains

Savings or efficiencies achieved through improving the way we deliver services and make best use of our resources, helping us reinvest more money into homes and services.

Void loss

Rental income lost because homes are empty and not generating rent.

Income collected

The percentage of rent and service charges collected.

Current tenant rent arrears

Outstanding rent owed by current customers.

Former tenant rent arrears

Outstanding rent owed by former customers who no longer live in an SLH home.

Total arrears

The total amount owed to SLH by current and former customers, including  rent arrears and other debts such as court costs.

Homes at EPC C or above

The percentage of homes with an Energy Performance Certificate (EPC) rating of C or higher. EPC ratings show how energy efficient a home is and how much it may cost to heat and power.

Footnote

* Performance indicators are measured seasonally rather than on a month-by-month basis.
** Performance indicators are measured annually rather than on a month-by-month basis.