Board Performance Report

Transcription

1 Page 1 of 17 Board Performance Report As at 31 December 2016 For Board meeting 1 March 2017

2 Page 2 of 17 Quarterly Board Performance Report Directors Summary for the period ending 31 December Recommendation The Board is asked to NOTE the content of this Performance Report. 2. Introduction The Report comprises: i) This Directors Summary - highlighting key performance issues for the Directors Team and pointing the Board to the Directors particular areas of concern and of good performance. ii) iii) A Dashboard of Indicators - that provides an at a glance view of performance. A Detailed Performance Report - incorporating historic trends, peer group information and brief commentary. The commentary summarises exceptions, proposed actions to improve performance and updates on actions taken advised in previous reports. Peer group information is taken from the HouseMark Benchmarking Club data. HouseMark is jointly owned by the Chartered Institute of Housing & the National Housing Federation and is the leading provider of performance information for the social housing sector. Where performance is reported as being in the upper quartile this means we are in the top (best performing) 25% of organisations who have recorded information with the Club. Where performance is reported as in the lower quartile this means we are in the bottom (worst performing) 25% of organisations who have recorded information with the Club. The median point has 50% of organisations better and 50% worse. The Dashboard incorporates traffic light colour coding and a direction of travel indicator. The traffic light system used is: Green = Meeting target Amber = Not currently meeting target; not a concern for Directors Red = Not currently on target; a concern for Directors and remedial action is prioritised The direction of travel indicators are: = improving since last quarter (even if still outside target). The direction of travel could show that even though we are outside our target we are moving in the right direction. = worsening since last quarter (even though we could still be achieving target) = no change on last quarter

3 Page 3 of 17 The arrows are used to show at a glance whether performance is improving or declining; or where our performance is broadly similar to that reported in the previous quarter. An element of discretion will be involved, for example where performance differs only very slightly from the previous quarter a static trend indicator may be used rather than using a strict, narrow interpretation based solely on the numerical data. 3. Highlights & Challenges for Directors Team We continue to remain pleased with the performance in a number of areas including: General Needs current tenant arrears. See page 5. General Needs void rent loss. See page 7. Gas servicing. See page 11. The main areas we continue to work on are: LiveWell rent arrears. See page 6. LiveWell void rent loss. See page Further feedback on the Leadership Team meeting 28 February 2017 The Leadership Team meeting to review our performance as at 31 December 2016 is on 28 February Directors will give a verbal update at the Board meeting on any key issues discussed.

4 Page 4 of 17 Dashboard of Indicators On = improving since last quarter Not currently meeting target; not a concern for Directors = worsening since last quarter Not currently on target; a concern for Directors and remedial action is prioritised = no (significant) change on last quarter Performance Indicators General Needs current tenant arrears month end snapshot All LiveWell combined tenant arrears month end snapshot General Needs void rent loss (cumulative %) LiveWell void rent loss (incl Interim Accommodation) (cumulative %) Evictions (cumulative) General Needs, LiveWell & Interim Accommodation Gas servicing - % of homes serviced in last 12 months (snapshot) HMT repairs completed in one visit (cumulative %) External Benchmark (for ) Upper Quartile = 1.76% Upper Quartile = 0.60% Upper Quartile = 100% More Info. 31 Dec 2016 (unless stated) / Measure Page 5 3.7% year-end Page % year-end Page % <1.2% Page 8 11% 5.57% Page 9 Page 10 Page 10 GN 15 L Well 0 IA 0 Page % 100% Page % 90%+ No target set: reported to monitor actuals Customer satisfaction with day-to-day repairs service (cumulative %) Responsive Repairs completed in timescale (cumulative %) E = Emergency U = Urgent R = Routine Upper Quartile = 90.40% Page 13 86% 90%+ E 99.71% Page % 95%+ U 99.13% Page % 95%+ R 98.76% Page % 95%+ LiveWell QAF Scores Page 16 On target Customer Satisfaction with overall service How are we doing? survey (cumulative %) Upper Quartile 90.00% Page % 80%+

5 627, , , , , , % 2.6% 3.0% 4.2% 3.9% 3.7% 6.0% 5.0% 4.0% 3.0% 2.0% 1.0% 0.0% 2013/14 YEAR END Current Tenant Arrears % - General Needs 2014/15 YEAR END 2015/16 YEAR END Page 5 of 17 Current Tenant Rent Arrears General Needs (Snapshot of arrears as a % of annual rent roll) as at the end June 16 General Needs Actual Arrears % GN % as at the end Sept 16 as at end Dec 16 Current Actual = 3.7% ( 611k): Year End = less than 3.5% Arrears in the third quarter remain within our anticipated profile and are 0.3% less than at the end of the third quarter last year. The introduction of the revised benefits cap has yet to be fully felt as implementation in Sheffield, where there are most cases, only began in January We are continuing to monitor its impact along with the impact of other welfare reforms in particular customers moving onto Universal Credit. Currently we have 34 tenants that we know are receiving Universal Credit and we are tracking the impact of this on rent arrears. 800, , , , , , , , /14 YEAR END Current Tenant Arrears - General Needs 2014/15 YEAR END General Needs Arrears - Year End 2015/16 YEAR END as at the end June 16 as at the end Sept 16 General Needs Arrears - Quarter End as at end Dec 16 Peer Group Comparison: HouseMark s National Benchmarking Club as at yearend: 319 organisations have recorded data: Upper quartile = 1.76% Median = 2.60% Lower quartile = 3.75% SYHA = 3.0% - as at March 2016

6 Page 6 of 17 Total Rent Arrears - Current & Former Tenant combined: LiveWell (incl Interim Accommodation) (Snapshot of arrears as a % of annual rent roll and as actual ) 8.00% 7.00% 6.00% 5.00% 4.00% 3.00% 2.00% 1.00% 0.00% LiveWell Total Arrears (Includes Current & Former Tenants and Interim Accommodation & Leaseholders) 3.89% 2013/14 YEAR END 5.06% 5.10% 2014/15 YEAR END 2015/16 YEAR END 6.57% 6.37% As at end June 16 As at end of Sept % As at end of Dec 16 Total = 7.36% ( 1,253K) Current Arrears 3.79% Former arrears 3.57% Year-end = less than 5% We are concerned about the upward trend in LiveWell arrears and have refocused efforts to address this. Our LiveWell Core Services Team is leading on this and resources are now in place to make improvements in 2017/8. We will include a more detailed update in the Quarterly Report on LiveWell at the 28 March board. LiveWell Total Arrears % %

7 Page 7 of 17 Void Rent Loss - General Needs (% and value of rent not collected while units vacant) YTD Actual = 0.9% ( 113.4k) Year-end = less than 1.2% ( 206.2k) Q3 was a good quarter in performance terms and we remain on track to post a rent loss performance of under 1% at year end. Peer Group Comparison: HouseMark s National Benchmarking Club as at year end: 312 organisations have recorded data. Upper quartile = 0.60% Median = 0.88% Lower quartile = 1.39% SYHA = 0.9% as at March 2016

8 Page 8 of 17 Void Rent Loss LiveWell (including Interim Accommodation) ( value of rent not collected while units vacant) Actual = 11% ( 1,151K) (With recouped income from agreements: 6.6% ( 614K)) Year-end = 5.57% ( 930k) Total void rent loss stands at 1,151K although 537K is recoverable from commissioners - 445k for and 92k for the previous year. This means we have an actual void rent loss of 614K. We have separated the amounts on the graph to more clearly show the recoverable amount and the actual void rent loss. Stable services within our control: Connect 3 and some issues with our partner MIIND and their management of voids but situation is improving. Schemes we have received notice from commissioners to close: Reduction in unit numbers of 10 for Sheffield Thursday Project. This will reduce void figures next quarter. The Forge flats unoccupied as we start process of transfer to new provider and potentially different customer group. Other closures: Jubilee had very few residents in for the final months of closure. Stable services with unexpected results: Inflexible systems make reporting difficult where shared properties are now single occupancy. Doncaster Move-On is showing as 11% worse void loss than the reality. We are holding six units empty at 911 to hand back a block to landlord. New services open: Newsome Vale still has 10 voids.

9 Page 9 of 17 Evictions & Abandonments General Needs Information No target / measure has been set for this KPI. There has been a spike in evictions in the third quarter. There were delays in some courts in considering and issuing warrants which means some applications made in Q2 ended up at the eviction stage in Q3. We still anticipate being below last year s overall figure.

10 Page 10 of 17 Evictions - LiveWell Information LiveWell We are pleased to note that we have had no formal evictions this year-to-date. Interim Accommodation - We are pleased to note that we have had no formal evictions this year-to-date.

11 Page 11 of 17 Gas Servicing - % of homes serviced in the last 12 months quarter-end snapshot Actual = 100%: target 100% At the time of writing (14 February 2017) there are no overdue gas services. We continue to work closely with our contractor, Liberty Gas Group, to ensure that any risk is highlighted well in advance to enable us to take appropriate actions, as necessary. We are currently refreshing our Gas Safety Policy. Peer Group Comparison: HouseMark s Priority Benchmarking data for : % of homes with a valid gas safety certificate. 321 organisations have recorded data: Upper quartile = 100% Median = 100% Lower quartile = 99.94% SYHA = 100%

12 Page 12 of 17 HMT Repairs completed in one visit Our target is to get it right first time and complete 90%+ of repairs in one visit. YTD actual is 89.3% The % of repairs completed at first visit is now the primary performance indicator for repairs and maintenance see pages 14 & 15. We are pleased to remain at or around target during the ongoing HMT expansion. Peer Group information: HouseMark s Priority Benchmarking data : % of repairs completed at first visit. Upper quartile = 92.7% Median = 87.8% Lower quartile = 84.9% HMT = 89.5% (as at March 2016)

13 Page 13 of 17 Customer Satisfaction with our overall Repairs Service Comments: Actual as at Q = 86% (based on over 2.6k completed surveys): target 90%+ Our performance is now measured on a rolling 12 month average. Work is ongoing to improve our performance by analysing and acting on the customer feedback garnered. As a matter of routine we contact customers reporting dissatisfaction to seek to resolve matters. The main reasons customers give for their dissatisfaction are our not keeping appointments, not keeping customers informed and the quality of work. These aspects are the focus for our review meetings with contractors and for our Home Maintenance Team. Peer Group Comparison: HouseMark s National Benchmarking Club: percentage of customers satisfied with repairs and maintenance service as at year end: 40 organisations have recorded data: Upper quartile = 90.40% Median = 87.00% Lower quartile = 83.93% SYHA = 86% as at end

14 Page 14 of 17 Repairs completed within SLA (service level agreement) Our response timescales for Emergency Repairs are to make good or make safe within 24 hours. Emergency repairs cumulative YTD actual = 98.70%: target 95%+ Total jobs issued YTD to end-dec 2016 = 2768 Peer Group Comparison: HouseMark no longer separate performance between emergency, urgent and routine repairs - which means it is no longer possible to effectively benchmark performance. They now use % of repairs completed at first visit as the primary performance indicator see page 12.

15 Page 15 of 17 Repairs completed within SLA (service level agreement) Our response targets are: Urgent Repairs within 7 days; Routine Repairs within 21 days. Urgent repairs cumulative YTD actual = 93.97%: target 95%+. Total jobs issued YTD to end-dec 2016 = 3982 Routine repairs cumulative YTD actual = 92.97%: target 95%+ Total jobs issued YTD to end-dec 2016 = 8978 As reported previously we plan to move to a system of emergencies and appointments for day-today repairs - and move larger works into planned works where possible. Implementation has been delayed until March 2017 to allow for completion of our Electronic Invoicing Project, embed the latest upgrade to QLx and we need to resource the changes required on QLx and related processes within Property Services. Peer Group information: HouseMark no longer separate performance between emergency, urgent and routine repairs -which means it is no longer possible to effectively benchmark performance. They now use % of repairs completed at first visit as the primary performance indicator see page 12.

16 Page 16 of 17 LiveWell Validation Scores Measure Registered Services CQC Validation Supporting People Validation Current QAF Scores: Supporting People: Whinn Dale extra care scheme has never been validated. CQC: Jubilee Gardens closed January Inspections are arranged by commissioners and funders and timings are outside of our control.

17 Page 17 of 17 Customer Satisfaction with SYHA s overall service Measure 88% of customers surveyed were satisfied with our overall service; with 51% describing themselves as very satisfied surveys have been completed this financial year to date, largely by telephone contact with customers. For the same period last year we completed 388 Surveys. Our team of volunteers have enabled us to achieve this higher response level. Pleasingly many of the volunteers have now secured employment (some with SYHA) and we are working to build the team back up to ensure we are able to maintain the higher levels of customer contact. Peer Group information: HouseMark s National Benchmarking Club: % of General Needs customers very satisfied or satisfied with the service provided by their provider for : 76 organisations have recorded data: Upper quartile =90.00% Median =87.45% Lower quartile =83.95% SYHA overall =90% - as at March 2016 General Needs =87% - as at March 2016 LiveWell =94% - as at March 2016