Performance Matters

Below you will find information on the performance of Maidstone Housing Trust. We use Key Performance Indicators set by the Housing Corporation and ourselves to monitor our service. We monitor performance in a number of different service areas and report regularly to our Board of Directors.

Customer Access
Our Stock
Monthly Arrears as % of Gross Debit
Rent lost through dwellings being vacant
Average re-let time for dwellings
Average Re-let Time
Repairs
Gas safety checks
Antisocial Behaviour Caseload
Antisocial Behaviour – New & Closed Cases

You can also read our most recent Housing Corporation Assessment here, the full report of the Audit Commission Housing Inspection into our services, and the summary results of our 2006 Status Survey, which gives customer satisfaction levels with our service. (These are PDF files and will open in a new window).

Customer Access

	Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08	Target
Number of complaints received	15	5	7	22	6	6	23	20	N/A
% of complaints dealt with within published timescale	100%	100%	71%	95%	100%	100%	82%	100%	100%
% of post replied to within 10 working days	91%	88%	98%	99%	90%	90%	90%	88%	100%
% of phone calls answered within five rings	68&	69%	69%	70%	68%	63%	67%	69%	100%

Our Stock

	July 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08
Total stock in ownership at start of period	6109	6113	6122	6091	6098	6097	6095	6094
Sales	4	0	2	4	1	2	1	1
Acquisitions/new builds	8	9	1	11	0	0	0	7
Demolitions	0	0	30	0	0	0	0	0
Total stock in ownership at end of period	6113	6122	6091	6098	6097	6095	6094	6100

Monthly Arrears as % of Gross Debit

(Local Performance Indicator)

	22/07/07	19/08/07	16/09/07	14/10/07	09/12/07	23/12/07	13/01/08	03/02/08	02/03/08	Target	Traffic Light
Current rent arrears as % of rent roll	1.74	1.71	1.70	1.90	1.85	3.44	2.66	1.60	1.76	1.70%	•
Former tenant arrears as % of rent roll	0.86	0.86	0.88	0.97	1.20	0.89	0.90	0.93	0.89	<0.65%	•

Rent lost through dwellings being vacant

(Local Performance Indicator)

	July 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08	Target	Traffic Light
Void loss as % of rent due (cumulative)	1.17	1.19	1.22	0.9	0.88	0.86	0.87	1.53	0.98	•

The impact of the sensitive decanting process of tenants for our Sheltered Housing regeneration schemes is affecting the void turnaround time and subsequent rent loss. We are working hard to improve this.

Average re-let time for dwellings

(Local Performance Indicator)

	July 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08	Target	Traffic Light
General needs	20	20	23	20	19	21	22	18	18	•
Housing for older people	30	26	48	44	34	61	49	25	42	•
All stock	23	29	25	25	23	31	22	21	26	•

Average Re-let Time

	July 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08
General Needs 0-3wks	21	19	22	25	19	15	18	16
4-5 weeks	4	5	6	4	6	6	5	2
6-8 weeks	0	1	3	3	1	1	2	2
8+ weeks	0	0	0	0	0	0	1	0
Sheltered 0-3 weeks	4	2	1	5	6	2	0	6
4-5 weeks	4	0	5	0	2	2	0	3
6-8 weeks	2	1	3	1	2	2	1	1
8+ weeks	0	0	1	3	1	2	0	0

Repairs

(Housing Corporation & Local Performance Indicators)

Cumulative % Repairs Completed on Time	July 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08	Target	Traffic Light
Emergency	98.2	97.7	96.3	95.7	95.0	95.1	95.1	95.1	99%	•
Urgent	95.2	92.0	89.4	87.6	85.6	85.3	85.0	84.6	98%	•
Routine	97.9	96.4	95.4	94.9	93.5	93.3	93.1	93.4	98%	•

Gas safety checks

(Local Performance Indicator)

Percentage of Stock with Valid Gas Certificate
Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08
98.97%	99.27%	99.37%	99.76%	99.80%	99.84%	99.77%	99.80%

Anti-social Behaviour Caseload

(Local Performance Indicator)

	July 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08
Total No of Active Cat A	5	0	1	3	1	0	1	1
Total No of Active Cat B	21	17	14	13	9	8	11	9
Total No of Active Cat C	104	79	72	65	56	62	76	62
Total No of Active Cases	130	96	87	81	66	70	88	72
High Level Action:
No of NOSPS	1	3	3	0	0	0	1	3
No of Demotions				0	0	0	0	0
No of Injunctions	0	0	0	0	0	0	1	0
No of ABC/ASBOs	0	0	0	0	0	0	2	0
No of Court Hearings	9	1	0	1	0	0	1	3
No of Evictions	0	1	1	0	0	0	0	0

Key

Cat A: Serious Criminal ASB: A response will be made within 1 working day. We will always report this type of behaviour to the police. If the matter is not reported it may seriously affect our ability to deal with the problem.
Cat B: ASB: A response will be made within 5 working days. This category includes verbal, written or physical threats of violence or intimidation. They normally involve joint working with the police.
Cat C: Other ASB: A response will be made within 10 working days. This category includes most other types of ASB. In some cases mediation may be used. Evidence is usually needed and cases are normally dealt with by enforcing the tenancy agreement although other legal remedies may be required.

% of Active ASB Caseload as at end of February 2008
Cat A	1.4%
Cat B	12.5%
Cat C	86.1%

Anti-social Behaviour – New & Closed Cases

(Key Performance Indicator)

	Jul 07	Aug 07	Sep 07	Oct 07	Nov 07	Dec 07	Jan 08	Feb 08	Traffic Light
No. of New Cat A cases	0	0	2	2	0	0	2	0
No. of New Cat B cases	0	2	1	1	0	1	3	0
No. of New Cat C cases	21	9	6	7	8	15	18	4
No. of Cat A cases completed in target (1 day)	0	0	2	2	0	0	2	0
No. of Cat B cases completed in target (5 days)	0	2	1	1	0	1	3	0
No. of Cat C case completed in target (10 days)	27	14	6	10	12	14	12	1

% of Cat A cases completed in target (1 day)	100	100	100	100	100	-	100	100	•
% of Cat B cases completed in target (5 days)	100	100	100	100	100	100	100	100	•
% of Cat C case completed in target (10 days)	93	100	100	100	100	93	100	100	•

date published: 02/04/2008