Business
area |
Business
priority | TSA Standard | Key performance indicator |
Description |
This month, This year |
This month, Last year |
Trend |
|
Complaints
| Excellent Services | Tenant Involvement & Empowerment | The total number of complaints received each month. | This is the total number of customer complaints received this month. | 16 | 10 |  |
|
Customer Access
| Excellent Services | Tenant Involvement & Empowerment | Average Call Answered Wait Time | This is the average wait time for all answered calls by Wulvern's helpdesk. | 26 secs | 40 secs |  |
|
Customer Access
| Excellent Services | Tenant Involvement & Empowerment | Number of Calls Received | This is the total number of calls received by Wulvern's helpdesk. | 4215 | 4157 |  |
|
Customer Access
| Excellent Services | Tenant Involvement & Empowerment | % of Calls Abandoned | This is the percentage of calls which are abandoned before being answered by Wulvern's helpdesk. | 7% | 9% | |
|
Customer Access
| Excellent Services | Tenant Involvement & Empowerment | Average number of agents available to answer calls to the helpdesk. | This is the average number of agents available to answer calls made to the Wulvern helpdesk. | 5.24 | 4.42 | |
|
Development and Improvement
| Pride in Place | Home | Wulvern Gas Service | This is the percentage of homes which have gas, which have a valid gas safety certificate. | 99.98% | 99.98% |  |
|
Housing Management
| Excellent Services/Pride in Place | Tenancy | Tenancy Turnover - Number of Tenancies Ended | This is the total number of tenancies which have ended this month. | 38 | 31 | |
|
Housing Management
| Excellent Services/Pride in Place | Tenancy | Tenancy Turnover - % Tenancy Turnover | This is the percentage of the number of tenancies which have ended this month. | 0.73% | 0.60% | |
|
Housing Management
| Excellent Services/Pride in Place | Tenancy | Average Duration of Tenancies Ended | This is the average duration of the ended tenancies this month. | 9.1 years | 4.3 years | |
|
Rents
| Excellent Services | Tenancy | Monthly Rent Collection - including current arrears expressed as a % of rent due | This is the percentage of rent collected against the amount due, including rent arrears. | 100.9% | 98.7% | |
|
Repairs and Maintenance
| Excellent Services | Home | End to End Time for Repairs | This is the average number of days it takes to complete a repair, from when it was reported to when it was finished. | 11.8 days | 9.5 days | |
|
Repairs and Maintenance
| Excellent Services | Home | Emergency Repairs Completed | This is the percentage of classified emergency repairs, which were completed or made safe within 24 hours. | 100% | 100% | |
|
Repairs and Maintenance
| Excellent Services | Home | Customer Satisfaction - Repairs & Maintenance | This is the percentage of customers who are satisfied with Wulvern's repairs and maintenance service. | 98.0% | 92.0% | |
|
Voids and Lettings
| Pride in Place | Tenancy | Re-let Days Recorded | This 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. | 43.8 days | 33.8 days | |
|
Voids and Lettings
| Pride in Place | Tenancy | % of properties that are empty and available for letting. | % of properties that are empty and available for letting. | 2.04% | 0.66% | |
|
Voids and Lettings
| Pride in Place | Tenancy | % of properties that are empty and unavailable for letting. | % of properties that are empty and unavailable for letting. | 0.21% | 0.37% | |
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