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performance

Performance for July 2014 -
Business
area
Corporate
objectives**
HCA standardKey performance indicator Description This month, This year This month, Last year Trend
Complaints Excellent ServicesTenant Involvement & EmpowermentThe total number of complaints received each month.This is the total number of customer complaints received this month. 1011Smile
Customer Access Excellent ServicesTenant Involvement & EmpowermentAverage Call Answered Wait TimeThis is the average wait time for all answered calls by Wulvern's helpdesk. 00:27 secs0:27 secsNeutral
Customer Access Excellent ServicesTenant Involvement & EmpowermentNumber of Calls ReceivedThis is the total number of calls received by Wulvern's helpdesk. 69295378N/A
Customer Access Excellent ServicesTenant Involvement & Empowerment% of Calls AbandonedThis is the percentage of calls which are abandoned before being answered by Wulvern's helpdesk. 11%9%Sad
Development and Improvement Pride in PlaceHomeWulvern Gas ServiceThis is the percentage of homes which have gas, which have a valid gas safety certificate. 99.98%100%Sad
Housing Management Excellent Services/Pride in PlaceTenancyTenancy Turnover - Number of Tenancies EndedThis is the total number of tenancies which have ended this month. 3952Smile
Housing Management Excellent Services/Pride in PlaceTenancyTenancy Turnover - % Tenancy TurnoverThis is the percentage of the number of tenancies which have ended this month. 0.73%1.00%Smile
Housing Management Excellent Services/Pride in PlaceTenancyAverage Duration of Tenancies EndedThis is the average duration of the ended tenancies this month. 7.5 years7.7 yearsSad
Rents Excellent ServicesTenancyMonthly Rent Collection - including current arrears expressed as a % of rent dueThis is the percentage of rent collected against the amount due, including rent arrears. 100.5%98.3%Smile
Repairs and Maintenance Excellent ServicesHomeEnd to End Time for RepairsThis is the average number of days it takes to complete a repair, from when it was reported to when it was finished. 13.7days12.7 daysSad
Repairs and Maintenance Excellent ServicesHomeEmergency Repairs CompletedThis is the percentage of classified emergency repairs, which were completed or made safe within 24 hours. 100%100%Neutral
Repairs and Maintenance Excellent ServicesHomeCustomer Satisfaction - Repairs & MaintenanceThis is the percentage of customers who are satisfied with Wulvern's repairs and maintenance service. 100%100%Neutral
Voids and Lettings Pride in PlaceTenancyRe-let Days RecordedThis is the average number of days it takes Wulvern to re-let an empty property. This excludes empty properties that have undergone major renovations or repairs. 24 days24 daysNeutral
Voids and Lettings Pride in PlaceTenancy% of properties that are empty and available for letting.% of properties that are empty and available for letting. 2.95%1.76%Sad
Voids and Lettings Pride in PlaceTenancy% of properties that are empty and unavailable for letting.% of properties that are empty and unavailable for letting. 0.23%0.27%Smile
** Wulvern has recently established a new Corporate Plan. There are some additional performance measures required for the new objectives within this plan. These are currently under development and will be reported shortly.