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Internal Management Plan Review 2013-2016

Management Committee Wednesday, 29 th October 2014 Review Key Performance Indicators 2014/15 to 30 th September 2014. Key Performance Indicators 2014/15. Internal Management Plan Review 2013-2016. COMMITTEE CONTROL & ACCOUNTABILITY (1). Area of Performance. Target. 300914.

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Internal Management Plan Review 2013-2016

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  1. Management CommitteeWednesday, 29th October 2014Review Key Performance Indicators 2014/15to 30th September 2014

  2. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 COMMITTEE CONTROL & ACCOUNTABILITY (1) Area of Performance Target 300914 • % of MC present at meetings • Min attendance at training by new MC during 1st year • Training attended by experienced Committee 70% Induction + 2 sessions 3 sessions 74% Induction = 0% 1 session 50% 4 MC members completed 3 or more 50%

  3. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 COMMITTEE CONTROL & ACCOUNTABILITY (2) Area of Performance Target 300914 • % of Tenant Members • % of Tenant Members on Committee • % of non local residents on Committee with specific expertise • % of Local Residents on Committee 80% 65% 15% 20% 50% 50% 25% 25%

  4. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 CORPORATE SERVICES (1) Area of Performance Target 300914 • Completion of minutes following meetings • Percentage of total staff attendance time lost due to sickness absence • Percentage of times MC papers issued 5 days prior to meeting 100% within 4 working days 0.5% 100% 84% 0.25% 100%

  5. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 CORPORATE SERVICES (2) Area of Performance Target 300914 • % of stage 1 complaints (including equalities issues) responded to in full – resolved • % of stage 2 complaints (including equalities issues) responded to in full – resolved • % of stage 1 complaints responded to in full within timescale (5 working days) • % of stage 2 complaints responded to in full within timescale (20 working days) 100% 100% 100% 100% 100% 100% 100% 100%

  6. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 CORPORATE SERVICES (2) Area of Performance Target 300914 • Frequency of Cernach News • Membership attendance at AGM • Report on Risk Management Activity At least 3 per year 10% Six Monthly 2 10% Achieved

  7. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 FINANCE Area of Performance Target 300914 Annually Quarterly Achieved • Report on Treasury Management Activities • Prepare Management Accounts Achieved

  8. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 STAFFING Area of Performance Target 300914 • Staff Performance Reviews Mthly 1-2-1’s Achieved • Fire Drills Six monthly Not Achieved

  9. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 HEALTH & SAFETY Area of Performance Target 300914 • H&S Audit compliance report updated & presented to Staffing Sub-Committee Quarterly Achieved

  10. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 HOUSING MANAGEMENT (1) Area of Performance Target 300914 • Number of lets to GCC for temporary furnished tenancies • % of total rental income lost through voids (General Needs) • Avg time to re-let voids (General Needs) • % of total rental income lost through non technical arrears 4 0.5% 7 calendar days 3% 4 0.08% 5 calendar days 2.8%

  11. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 HOUSING MANAGEMENT (2) Area of Performance Target 300914 • % of total non-technical arrears as a % of net rental income (net of HB) • Percentage of arrangements in place where tenant has arrears of more than one month’s rent • % of new housing for rent occupied within 7 days of handover • % of settling in visits for new tenancies 7% 100% 100% 100% 4.0% 95% N/A 100%

  12. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 HOUSING MANAGEMENT (3) Area of Performance Target 300914 • Where notice of termination is given, percentage of pre termination visits carried out within 5 days • Avg time for AHO to acknowledge housing application form • Avg time from receipt of application to advising applicant if they have been added to list 100% 4 calendar days 14 calendar days 100% 1 calendar days 4 calendar days

  13. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 HOUSING MANAGEMENT (4) Area of Performance Target 300914 2 working days 5 working days 0% 0% 0% 2 working day • Avg time for HO to acknowledge receipt of a neighbour complaint • Avg time for HO to investigate & respond to a neighbour complaint • % of unsatisfactory gardens • % of unsatisfactory closes • % of unsatisfactory common areas (environmental contract) 4 working days 8% 2% 7%

  14. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 HOUSING MANAGEMENT (5) Area of Performance Target 300914 • % of lets to Internal Transfers • % of GCC Section 5 Referrals • Report on allocations • Report on mutual exchanges, sub-letting, lodgers • Report on Right to Buy 50% 20% Annually – Apr Annually – Apr Annually – Apr 29% 33% Achieved Achieved Achieved

  15. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 MAINTENANCE (1) Area of Performance Target 300914 • Percentage of repairs completed within target for emergency repairs • Percentage of repairs completed within target for RTR • Percentage of non-emergency repairs completed within target (3 working days) • Percentage of repairs completed ‘right first time’ 100% 100% 100% 100% 100% 100% 100% 100%

  16. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 MAINTENANCE (2) Area of Performance Target 300914 • Vacant awaiting repairs between lets • Percentage of random post inspections • Percentage of tenant satisfaction questionnaires extracted & reported by MA 7 calendar days 20% 20% 5 calendar days 15% 20%

  17. Key Performance Indicators 2014/15 Internal Management Plan Review 2013-2016 MAINTENANCE (3) Area of Performance Target 300914 • Avg time for MA to acknowledge a request to carry out Alteration • Avg time for MO to investigate & respond to receipt of completed application to carry out alteration • Percentage of live gas properties with current CP12 2 working days 7 working days 100% 1 working day 3 working days 100%

  18. Action to Follow… Recognise achievements to date in 2014/15 and continue to monitor and improve performance during the remainder of the year

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