KPIs

At South Essex Homes we believe that transparency and accountability are key to achieving this goal. That's why we are committed to regularly reporting on our Key Performance Indicators (KPIs).

KPIs are essential metrics that help us measure our performance and ensure that we are meeting the needs and expectations of our residents. As you scroll down this webpage, you will find detailed insights into various aspects of our operations, including Building Safety, Repairs, Complaints, and more.

By sharing this information with you, we aim to foster trust and demonstrate our dedication to continuous improvement. We value your feedback and look forward to working together to deliver the best service we can.

Key:

  • Green = meeting the target
  • Amber = within 10% of the target
  • Red = more than 10% away from the target.
Building Safety

KPI Name

End Q3 status

Target

Red/Amber/Green

Proportion of homes for which all required gas safety checks have been carried out

100%

100%

 

Proportion of homes for which all required fire risk assessments have been carried out

100%

100%

 

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

100%

100%

 

Proportion of homes for which all required legionella risk assessments have been carried out

100%

100%

 

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

95.9%

100%

 

 

 

Repairs

KPI Name

End Q3 status

Target

Red/Amber/Green

Gas contractor repairs completed in target times

99.88%

99%

 

Average time to complete all jobs

5.78 days

10.00 days

 

Proportion of non-emergency responsive repairs completed with South Essex Homes target timescale

87.3%

95%

 

Proportion of emergency responsive repairs completed with South Essex Homes target timescale

96.1%

99%

 

Void (empty property) turnaround time

24.2 days

17.0 days

 

Percentage of voids (empty properties) which are not ready to be re-let (Excluding Queensway)

0.45%

0.60%

 

Percentage of voids (empty properties) which are ready to be re-let (Excluding Queensway)

1.03%

1.20%

 

Proportion of homes that do not meet the Decent Homes Standard

1.6%

1.5%

 

 

Anti-social Behaviour

KPI Name

End Q3 Status

Target

Red/Amber/Green

Number of anti-social behaviour cases opened per 1,000 homes

54.5

No target

 

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

1.7

No target

 

 

Complaints

KPI Name

End Q3 status

Target

Red/Amber/Green

Number of stage 1 complaints received per 1,000 homes

49.5

9.9

 

Number of stage 2 complaints received per 1,000 homes

10.0

1.8

 

Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales

79.1%

95%

 

Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales

85.2%

95%

 

 

Rents

KPI Name

End Q3 status

Target

Red/Amber/Green

Collection rate for rents

99.25%

99.2%

 

Current rent arrears as % of rent due

2.82%

2.75%

 

Former Tenant Arrears as a percentage of the total rent due from all tenants

1.58%

1.2%

 

% of Tenants in arrears over 7 weeks

6.66%

5.75%

 

Void (empty properties) loss as a % of the total rent due from all tenants - Excluding Queensway properties which are identified for redevelopment

1.93%

2%

 

 

Staff

KPI Name

End Q3 Status

Target

Red/Amber/Green

Working Days Lost Due to Sickness Absence per FTE

9.91 days

6.03 days