MONTHLY KPI REPORT - September & Q2 2010/11

KPI REPORT - SEPTEMBER 2010/11

DASHBOARD LEGEND

T (trend) Trend in the value of the indicator:

Improvement compared to previous quarter
Deterioration compared to previous quarter
No change compared to previous quarter

S (status) Comparison of the most recent value of the PI against the target (see below)
UQB
Upper quartile benchmark. In most cases this is obtained from the HouseMark report for London
2008/9. Where that is not available, it is obtained from the HouseMark National or ASB report.

Status
PI within target range
PI outside target range

PI significantly at variance from target

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MONTHLY KPI REPORT - September 2010

CSC and Repairs KPI Dashboard

2009/10
Outturn Q3 Q4 April May June Q1 July August Sept Q2 T S YTD Target UQB

Responsive repairs

Emergency jobs completed on time 97.6% 98.7% 94.5% 96.0% 97.0% 93.3% 95.4% 87.8% 96.4% 96.1% 93.4% 94.4% 99.0% 98.7%
Urgent jobs completed on time 96.2% 98.4% 91.8% 90.2% 85.0% 85.2% 86.8% 90.5% 90.6% 90.6% 90.6% 88.7% 97.0% 96.8%
Routine jobs completed on time 95.0% 95.6% 94.3% 92.4% 83.0% 97.9% 91.1% 92.4% 94.7% 90.4% 92.5% 92.2% 97.0% 96.4%
Post inspection failure rate 19.5%
Overall satisfaction 66%

Gas servicing
Properties with valid CP12 99.18% 99.51% 99.18% 99.18% 99.59% 99.61% 99.61% 99.98% 99.80% 100.00% 100.00% 100.00% 100% 99.85%
Properties without CP12 36 37 36 36 18 17 17 1 0 0 0 0 20
Without CP12 > 3 months 0 1 0 0 0 0 0 0 0 0 0 0 0

Customer Service Centre

Calls answered 65,735 48,405 65,735 2,394 5,314 5,736 13,444 5,768 5,840 6,185 17,793 31,237
Calls lost (%) 10.3% 6.3% 10.3% 20.5% 17.3% 16.3% 17.7% 23.1% 14.6% 14.9% 17.5% 17.6% 10.0%
Average waiting time (secs) 48 27 115 77 51 58 59 31 51 84 55 57 40
There was an increase in call volumes compared to last month. The change in the weather and the 24-hour train strike affected call volumes.
These, along with sick leave, impacted on the average call waiting time which also increased. Overall the percentage of lost calls has not increased
greatly compared to last month.

Void performance
Number of re-lets 216 146 216 22 28 18 68 15 20 21 56 124
Re-let time (calendar days) 33.9 28.8 32.9 39.1 30.7 26.4 32.3 25.0 22.6 27.3 25.0 29.1 28.0 25.0
% rental loss 1.32% 1.39% 1.32% 0.84% 1.01% 0.95% 0.94% 0.69% 0.81% 0.82% 0.73% 0.82% 1.00% 0.89%
Units being prepared for letting 70 96 70 65 61 58 61 58 64 53 58 60
Units unavailable for letting 16 17 16 13 12 9 11 6 11 10 9 10

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MONTHLY KPI REPORT - September 2010
RENT AND LEASEHOLD KPI
DASHBOARD

2009/10
Outturn Q3 Q4 April May June Q1 July August Sept Q2 T S YTD Target UQB

Rent collection
Collection including arrears 96.55% 96.18% 96.55% 96.01% 96.87% 96.72% 96.72% 97.01% 96.72% 96.57% 96.57% 96.57% 97.0% 98.49%
Collection excluding arrears 100.32% 99.91% 100.32% 99.34% 100.37% 100.24% 100.24% 100.50% 100.18% 100.10% 100.10% 100.10% 100.6%
Current arrears (million) 1.377 1.508 1.377 1.381 1.333 1.344 1.344 1.299 1.263 1.267 1.267 1.267 1.200
Arrears as % rent roll 3.6% 3.9% 3.6% 3.7% 3.55% 3.58% 3.58% 3.46% 3.33% 3.36% 3.36% 3.36% 3.5% 3.19%

% of arrears over 7 weeks 7.7% 8.9% 7.7% 8.0% 7.5% 7.8% 7.8% 7.8% 7.5% 7.7% 7.7% 7.7% 7.0% 5.3%

The current rent collection rate has slipped slightly (an increase of 3,957 borough-wide on figures presented at the end of August). This is because of recruitment activities taking place
on the team in order to fill posts currently covered by temporary staff with permanent staff, thus strengthening the long-term position. However, the arrears performance is still within
target and the prospects of achieving the year-end target of 1.2M are still excellent. A seasonal campaign is being prepared for the pre-Christmas period to encourage payment over a
period which traditionally suffers reduced collection rates. Such a campaign was run in November to December 2009 and income collection improved as a result.

Former Tenant Arrears

Rent account (million) 0.594 0.705 0.594 0.605 0.595 0.608 0.608 0.595 0.642 0.636 0.636 0.636 0.650
Other accounts 0.173 0.149 0.173 0.179 0.176 0.184 0.184 0.179 0.183 0.184 0.184 0.184 0.145
84,911 is currently awaiting write-off by RBKC.

Leasehold

Service Charges collection rate 110.5% 175.8% 74.3% 87.1% 112.4% 164.4% 83.2% 102.9% 116.8% 114.6% 110.2%
Major Works collection rate 122.8% 348.2% 158.6% 298.8% 268.5% 281.5% 239.3% 255.7% 258.8% 263.7% 219.7%
Change in SC arrears (thou) -321.8 -200.1 68.0 34.1 -98.0 -170.1 44.4 -7.7 -133.4 -231.5 -324.0
Change in MW arrears (thou) -416.7 -163.6 -38.6 -131.0 -333.2 -119.6 -91.8 -102.6 -314.0 -647.2 -947.3

Resident satisfaction
With overall service 77% 75%

Asset Management
% non-Decent Homes 1% 1% 1% 0% 2.7%
Average SAP rating 71 72 77

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MONTHLY KPI REPORT - September 2010

NEIGHBOURHOOD MANAGEMENT

2009/10

Outturn Q3 Q4 April May June Q1 July August Sept Q2 T S YTD Target UQB

Grounds maintenance

Failed inspections 4.4% 4.1% 4.7% 5.0% 3.0% 3.0% 3.6% 2.8% 3.3% 3.4% 3.2% 3.4% 5.0%
Satisfaction w/gardening 86.0% 79.0% 85.0%

Cleaning
Callbacks 1,143 108 60 51 58 54 163 58 43 63 164 264
Joint inspections % 91 91 88 96 96 96 96 96 96 100 97 96
QA failures 26 21 26 3 0 2 5 8 2 2 12 17
Satisfaction w/cleaning 83% 79.0%

ASB
New cases 508 355 508 40 36 60 136 79 86 38 203 339
Live cases 187 225 238 242 205 228 227 284 293 268 248
Closed cases 174 150 32 32 64 128 26 30 30 86 214

Community Alarms Service

Total Calls Received 75,643 21,443 21,111 20,869 19,488
Answered within 60 seconds 96% 96% 97% 96% 97% 90%
Visits attended within 45 mins 94.50% 94.50% 95.00% 94.5% 96.0% 90%
Customer satisfaction 100% 100.0% 99.6% 90%

Resident involvement 51
Number of RAs 21
Active TMO constituted RAs

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MONTHLY KPI REPORT - September 2010

COMPLAINT

2009/10
Outturn Q3 Q4 April May June Q1 July August Sept Q2 T S YTD Target UQB

Complaints
First stage - number 150 102 150 21 13 21 55 20 13 19
52 107
- turnaround 91% 98% 92% 86% 85% 90% 87% 95% 92% 79% 89% 88% 90%
Formal complaints - number 53 46 53 1 2 5 8 5 4 4 13 21
- turnaround 80% 78% 80% 100% 100% 80% 93% 100% 75% 100% 92% 93% 75%
Appeal (stage 3) - number 6 6 6 1 2 2 5 0 1 1 2 7
- turnaround 100% n/a n/a 100% 100% 100% 100% n/a 100% 100% 100% 100% 90%
Members' enquiries - number 135 115 135 8 0 0 8 1 0 0 1 9
- turnaround 85% 69% 80% 86% n/a n/a 86% 100% n/a n/a 100% 89% 85%

Correspondence
Number 2,434 1,788 2,434 341 201 176 718 189 107 200 496 1214
Turnaround within 10 days 87% 91% 83% 88% 91% 91% 90% 89% 76% 85% 85% 87% 90%

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MONTHLY KPI REPORT - September 2010

HR, GOVERNANCE, HEALTH & SAFETY

2009/10
Outturn Q3 Q4 April May June Q1 July August Sept Q2 T S YTD

Human resources (quarterly)

Total establishment 215 201 220 201 201 201
Agency staff (%) 22% 21% 25% 18% 19% 15%
Turnover (%) 10.1% 6.4% 3.7% 1.5% 3.0% 11.1%
Sickness days absence per
employee 7.9 9.3 0.8 1.7 1.3 7.0 7.4
Sickness days absence less long-
term 2.7 2.2 0.2 0.8 0.4 2.8

Governance (quarterly)

Percentage attendance 79% 77% 81% 57% 79% 80% 68%

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