Monitor Our Performance
Pickering and Ferens Homes regularly monitors and reviews its performance against a variety of indicators. The snapshot below shows you how we are currently performing on a range of performance indicators against each of the six Tenant Services Authority standards.
TSA Standard Number 1 - Tenant Involvement and Empowerment | |||
|
Performance Indicator |
As at 31/3/11 |
Target 2011/12 |
End of Sept 2011 |
|
Percentage of residents satisfied with overall service |
96.5% |
At least 88.3% |
96.5% |
|
Percentage of residents satisfied with opportunities to paticipate |
69.0% |
At least 80.0% |
69.0% |
|
Percentage of residents satisfied that their views are taken into account |
81.0% |
At least 75.0% |
81.0% |
|
Percentage of complaints responded to in full within target |
100% |
At least 95.0% |
100% |
|
Percentage of residents satisfied with the outcome of the complaint |
100% |
100% |
100% |
TSA Standard Number 2 - Home | |||
|
Performance Indicator |
As at 31/3/11 |
Target 2011/12 |
End of Sept 2011 |
|
Percentage of dwellings failing to meet the Decent Homes Standard |
0.0% |
0.0% |
0.0% |
|
Percentage of residents satisfied with the way the organisation deals with repairs and maintenance |
93.0% |
At least 95.0% |
93.0% |
|
Percentage of urgent and routine repairs completed on time |
96.8% |
At least 98.5% |
96.5% |
|
Appointments made as a percentage of repair orders |
74.1% |
At least 98.9% |
61.5% |
|
Appointments kept as a percentage of appointments made |
99.4% |
At least 99.0% |
100.0% |
TSA Standard Number 3 - Tenancy | |||
|
Performance Indicator |
As at 31/3/11 |
Target 2011/12 |
End of Sept 2011 |
|
Percentage of dwellings that are vacant and available to let |
0.25% |
No more than 0.5% |
0.4% |
|
Average relet time for empty homes in calendar days |
New |
No more than 21.2 days |
10.8 days |
|
Percentage of rent lost due to dwellings being vacant |
1.2% |
No more than 1.0% |
1.0% |
|
Rent collected as a percentage of rent owed |
99.9% |
At least 100.1% |
Under review |
|
Current resident arrears as a percentage of the annual rent debit |
0.3% |
No more than 2.0% |
Under review |
TSA Standard Number 4 - Neighbourhood and Community | |||
|
Performance Indicator |
As at 31/3/11 |
Target 2011/12 |
End of Sept 2011 |
|
Percentage of residents satisfied with their neighbourhood as a place to live |
96.0% |
At least 90.0% |
96.0% |
|
Percentage of new tenancy visits completed on time |
New |
100% |
New |
|
Percentage of estate walkabouts completed on time |
New |
100% |
New |
|
|
|
|
|
TSA Standard Number 5 - Value for Money | |||
|
Performance Indicator |
As at 31/3/11 |
Target 2011/12 |
End of Sept 2011 |
|
Percentage of residents who are satisfied that their rent represents value for money |
94.0% |
At least 95.0% |
94.0% |
|
Maintenance cost per unit per annum |
£938 |
No more than £893 |
£882 |
|
Management cost per unit per annum |
£915 |
No more than £1,014 |
£1,089 |
TSA Standard Number 6 - Governance and Financial Viability | |||
|
Performance Indicator |
As at 31/3/11 |
Target 2011/12 |
End of Sept 2011 |
|
Average number of working days lost due to sickness absence |
9.4 days |
No more than 5.7 days |
2.1 days |
|
Staff profile - percentage with a disability |
13.0% |
Not applicable |
13.0% |
|
Staff profile - percentage BME |
3.0% |
Not applicable |
2.0% |
|
Board profile - percentage with a disability |
20.0% |
Not applicable |
20.0% |
|
Board profile - percentage BME |
9.1% |
Not applicable |
8.0% |
