performance

Performance for August 2010 -

Business area Business priority Key performance indicator Description This month, This year This month, Last year Trend Customer Access Improve Average Call Answered Wait Time This is the average wait time for all answered calls by Wulvern's helpdesk.  00:48 00:42 Customer Access Improve Number of Calls Received This is the total number of calls recieved by Wulvern's helpdesk.  4316 4620 Customer Access Improve % of Calls Abandoned This is the percentage of calls which are abandoned before being answered by Wulvern's helpdesk.  14% 11% Development and Improvement Improve Wulvern Gas Service This is the percentage of homes which have gas, which have a valid gas safety certificate.  98.5% 98.4% Development and Improvement Improve Home Improvements This is the total number of home improvements which we have carried out during the year.  536 435 Housing Management Sustain Tenancy Turnover - Number of Tenancies Ended This is the total number of tenancies which have ended this month.  39 67 Housing Management Sustain Tenancy Turnover - % Tenancy Turnover This is the percentage of the number of tenancies which have ended this month.  0.8% 1.3% Housing Management Sustain Average Duration of Tenancies Ended This is the average duration of the ended tenancies this month.  10.1 Years 7.7 Years Rents Improve 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.  94.8% 96.9% Repairs and Maintenance Improve End to End Time for Repairs This is the average number of days it takes to complete a repair, from when it reported to when it was finished.  18.7 Days 15 Days Repairs and Maintenance Grow Emergency Repairs Completed This is the percentage of classified emergency repairs, which were completed or made safe within 24 hours.  100% 95.2% Satisfaction Improve Customer Satisfaction - Repairs & Maintenance This is the percentage of customer who are satisfied with Wulvern's repairs and maintenance service.  96.3% 91.8% Voids and Lettings Improve 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.  39 Days 47 Days Voids and Lettings Improve End to End Time for Empty Properties This is the average number of days it takes Wulvern to re-let an empty property. This includes empty properties that have undergone major renovations or repairs.  45 Days 46.4 Days