Page 31 - Wythenshawe Annual Report 2020

Change Challenge Opportunity
2019/20 Performance
2019/20 Group Target
Peer Group Average
% current rent rent collection
100 1%
100%
99 4%
% of Emergency and Appointable Repairs completed within the target time
99 95%
100%
-
% of repairs completed on
the first visit
92 6%
94%
90 7%
% of customers satisfied with repairs 99 9%
99 5%
88 9%
Property Turnover Percentage
3 9%
5%
7 4%
Void turnaround time
for properties let in the month (calendar days)
21 9 days 20 days 31 days % of satisfaction with the ASB service 99 3%
99 8%
84 5%
% of lets with fewer than 10 bids
0 7%
6%
-
% of complaints received a a a a a full response within 14 calendar days 99 2%
100%
-
% of complaints first time
fix
87 3%
95%
-
% of calls answered in 30 seconds
85 3%
90%
-
% of calls – first time
fix
87 8%
87%
-
Satisfaction with contact centre
99%
99%
96%
Sickness absence – overall
4 1%
2 8%
3 7%
Health and Safety Incidents Reported to HSE
100%
100%
-
Value for for Money Performance
2019/20 Peer Group Ranking (1 best 11 worst)
Operating Margin – Overall
7 2%
11 New supply % (social)
0 3%
7 Gearing % 29%
5 Reinvestment
5 6%
9 Return on
capital employed (ROCE)
2 4%
10 Headline social housing cost per unit £3 747
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