What is Performance and Customer Satisfaction data?
Within the service we collect a large range of statistical information known as performance data, for example how long it takes to deliver a particular service or how many requests for a particular service we deal with. This allows us to measure how well we are doing in delivering different elements of the service and allows us to compare this over a quarterly or on an annual basis. We also compare our performance against other social landlords.
In addition we collect feedback from our customers following a service that they have received from us, generally via a survey/questionnaire. This allows us to see how customer view our services.
What do we do with this information/data?
Our performance and survey data is discussed by the Housing Management Team to highlight any areas of concern as well as good performance. It also allows the team to look at what actions need to be taken as a result. Managers/Officers are then allocated responsibility for looking into any issues of concerns. Issues would be raised at meetings with our contractors or further research undertaken including work with our tenants and leaseholders to understand the issue in detail. All this data therefore is used to help us make decisions and look at ways to improve our service delivery.
| Performance Description | Performance in 2020/21 | Performance in 2019/20 | Further information |
Housing Management/Property Services | |||
| Overall figure for days taken to get an empty property ready and new occupants moved in (covers all property types) | 38.67 | 23.14 | Performance has declined during 2020/21. This is due to Covid and the additional measures that we have had to put in place, to keep tenants, staff and contractors safe. |
| Days taken to get an empty Retirement Living property ready and new occupants moved in | 51.56 | 33.27 | Our overall performance this is year has been affected due to Covid and the additional measures that we have had to put in place, to keep tenants, staff and contractors safe. The peak in 2019/20 was an increase due to a large new development, with all 67 flats being ready to let at the same time. |
| Days taken to get an empty general needs property ready and new occupants moved in | 34.07 | 20.23 | Performance has declined during 2020/21. This is due to Covid and the additional measures that we have had to put in place, to keep tenants, staff and contractors safe. |
| Days taken to get an empty temporary accommodation property ready and new occupants moved in | 87.39 | 121.63 | The improvement in performance from 19/20 has been due to a rise in accommodating rough sleepers as well as a change in how we use and manage this accommodation. We continue to work to reduce this further. |
| Percentage of rent received against amount due (includes rent collected from former tenants) | 98.81 | 101.13 | We have seen an increase in the number of households now in rent arrears. This has been due to Covid 19, with many households seeing their income reduce for example due to being furloughed or losing their jobs. |
| Number of evictions | 0 | 6 – all for rent arrears | Evictions were banned in England at the start of the first lockdown in March 2020 and remain in place until 31 May 2021. |
| Properties sold under the Right to Buy (RTB) | 9, all houses | 21, 3 flats and 18 houses | National data shows that across the UK RTB sales have fallen by about 43% reaching their lowest figures since 2013. |
| Number of new cases of anti-social behaviour reported | 101 | 84 | This increase in cases is in line with national data which shows a rise in the UK since lockdown. |
| Repairs completed | 8560 of which: 1742 were emergency repairs and 6818 non-emergency emergency repairs | 8344 of which: 1135 were emergency repairs and 7209 non-emergency repairs | We have dealt with more repairs this year, probably as a result of people spending more time at home. |
| Repairs completed on time | 85.16% | 90.94% | Covid has had a slight impact on our performance, but we have continued to deliver our service with some unavoidable delays. |
| Tenants registered to use the MyAccounts to access information on their rent account and repairs | 437 | 341 | We are continuing to see the numbers accessing our online portal growing. |
Housing Development | |||
| Number of new affordable homes built by the Council and Registered Housing Providers | Total = 275 the Council built 28 new homes across 3 sites but also purchased 15 Private Registered Providers built 232 new homes across 13 sites | Total = 201 the Council built 67 on one site Private Registered Providers built 134 new homes across 11 sites | Despite Covid delivery of new homes has remained high. |
Housing Options & Homelessness (including Allocations) | |||
| Homelessness applications made and accepted | 567 applications and 40 accepted | 547 and 53 accepted | A household is only accepted if they meet the criteria set out in homelessness legislation. The number of homelessness applications has remained fairly stable. Without Covid and the Government’s ban on evictions the figure this year would have been much higher as a third of all cases are usually as a result of termination of an assured shorthold tenancy and there were very few of these cases this year. There were also very few cases due to family breakdown with people staying put due to Covid. We are therefore expecting a huge increase in 2021/22 when things return back to “normal”. |
| Average length of Stay in emergency accommodation for homeless households | 8.11 weeks | 6.06 | The length of stay this year has increased due to Covid. This has meant that people are not moving and therefore there has been a lack of suitable move on accommodation for homeless households. Also the greatest need for those in emergency accommodation is now one bedroom general needs properties with demand for these properties rising from homeless households. There is a shortage of these properties in the district in order for us to be able to move people on. |
| Total households in emergency accommodation (as at year end) | 45 | 17 | This increase is due to Government changes (Rough Sleepers Initiative) which have resulted in rough sleepers now being placed in temporary accommodation whereas in the past they would not have necessarily been eligible for assistance under the Homelessness legislation. Also see above. |
| Homelessness prevented or relieved | 163 or 28.75% of all cases | 320 or 47% of all cases | The reduction in cases prevented or relieved is due to Covid. The ability for people to move froze for several months at the height of lockdown and it is only just starting to regain some normality. |
| Number of households on the housing register | 640 | 817 | Wealden has benefitted from many new developments in recent years which means we have been able to help a large number of households in need of social housing. |
| Sanctuary Works | 46 | 33 | The aim of the Wealden Sanctuary Scheme is to enable victims of domestic abuse to remain in their own homes should they wish to and it is appropriate for them to do so. Occasionally, works are also done under the scheme where an individual/households are at risk of crime/ racial hatred etc. |
Complaints | |||
| Stage 1 complaints | 33 | 18 | 21 of the complaints this year are from the same customer. |
| Percentage responded to within 15 days (or target time) | 33% | 70% | This has been due to a significant increase in the number of complaints (with 63.3% from the same customer), that have been dealt with this year. |
| Average time in days taken to respond to a complaint | 19 days | 14.5 days | See above. |
| Customer Satisfaction | |
| Performance Description | Performance in 2020/21 | Performance in 2019/20 | Further information |
Gas Servicing
| |||
| Satisfaction with the way Wealden District Council and BSW dealt with your annual gas safety check | 82.4% reported that they were satisfied | 90.44% were reported that they were satisfied | |
Repairs | |||
| Overall, were you happy with the contractor and repairs process | 84.95% reported that they were satisfied | 90.94% reported that they were satisfied | Our performance continues to exceed the industry standard. |
Electrical works | |||
| Satisfaction with the completed works | 100% very satisfied | 100% very satisfied | |
| Satisfaction with how clean and tidy the contractor for electrical works was | 100% very satisfied | 100% very satisfied | |
Disabled Adaptations
| |||
| Satisfaction with the works carried out as part of a Disabled Facilities Grant | 98.18% satisfied | 100% satisfied | |
New Tenant Survey
| |||
| Satisfaction with the time allowed for the property viewing | 68.2% were satisfied and 13.6% gave a neutral response | new survey and process for collating – previously data not comparable | |
| Satisfaction with the knowledge and understanding of the Housing Officer at the sign-up meeting | 84.1% were satisfied and 15.9% gave a neutral response | new survey and process for collating – previously data not comparable | |
| Overall satisfaction with the lettings process | 86.4% were satisfied and 9.3% gave a neutral response | new survey and process for collating – previously data not comparable | |
| How satisfied are you that on this occasion Wealden’s Housing service was easy to deal with | 86% were satisfied and 9.3% gave a neutral response | new survey and process for collating – previously data not comparable | |
Antisocial Behaviour (ASB)
| |||
| Satisfaction with the ease of reporting ASB | 72.7% satisfaction and 18.2% neutral responses | No Data – only 2 responses | |
| Overall satisfaction or dissatisfaction with the handling of your ASB complaint | 50% satisfaction and 9.1% neutral responses | No Data – only 2 responses | The latest analysis for the housing sector shows that the average satisfaction level for local authorities is 60.1%[1]. Satisfaction in this area is low across the sector, however, we are working to increase this through raising awareness of what we can and can’t do and have published a guide for residents. |
| Overall, satisfaction or dissatisfaction with the final outcome of your ASB complaint | 50% satisfaction and 9.1% neutral responses | No Data – only 2 responses | |
Housing Options Customer Survey
| |||
| Time taken to receive advice over the phone or in person | 65.9% of respondents to the survey were satisfied and 9.1% neutral | 79% of respondents to the survey were satisfied and 7% neutral | |
| Knowledge and helpfulness of staff | 75% of respondents to the survey were satisfied and 4.5% neutral | previously 2 separate questions – average across the 2 = 87.5% of respondents to the survey were satisfied and 25% neutral | |
| Officers listening and understanding skills | 65.9% of respondents to the survey were satisfied and 15.9% neutral | previously 2 separate questions – average across the 2 = 64% of respondents to the survey were satisfied and 19% neutral | |
| Explanation of what was required from you, in your Personalised Housing Plan (if applicable) | 72.7% of respondents to the survey were satisfied and 11.4% neutral | New question | |
| Clarity of advice given (both verbal and written) | 68.2% of respondents to the survey were satisfied and 9.1% neutral | previously 2 separate questions – average across the 2 = 52.5% of respondents to the survey were satisfied and 26% neutral | |
| Explanation of the reasons for any decisions made or assistance provided | 75% of respondents to the survey were satisfied and 9.1% neutral | 57% of respondents to the survey were satisfied and 23% neutral | |
| The Overall service that you received | 70.4% of respondents to the survey were satisfied and 6.8% neutral | 60% of respondents to the survey were satisfied and 25%neutral | |
[1] Housemark 2018/19 performance analysis