Performance Information
How good is Tees Valley’s Performance?
Good performance can mean different things to different people. To customers on the receiving end of services it could be that quality or price is most important. Government or financial regulators are also likely to be interested in how well the organisation manages its costs. In reality, costs, service quality and price are dependent on each other if value for money services are to be delivered.
Another definition of good performance could be described as making best use of available resources. This is not entirely down to how well our staff do their jobs. It is also about Tenants of Tees Valley Housing Ltd being able to play their part.
Good arrears performance means more people paying their rent on time, which in turn could mean more money being available to spend on service improvements. Moving home does not always mean leaving Tees Valley. Leaving properties in good condition should you move home could mean more resources being available to spend on estate improvements or being able to respond quickly to repair requests.
Performance Information
Rents Performance
| |
2006/07 |
2007/08 |
| Actual Rent Income |
£11,966,000 |
£11,798,381 |
| Percentage of rent due collected |
99.64% |
99.2% |
| Current Rent Arrears |
£408,454 |
£410,150 |
| Rent arrears as % of rent collectable |
3.85% |
3.48% |
| Former Tenant Arrears |
£52,245 |
£65,724 |
| Former Tenant Arrears as % of rent collectable |
0.49% |
0.56% |
| (Bad Debts) Rent arrears written off |
£62,526 |
£72,239 |
| Bad Debts as a percentage of rent collected |
0.59% |
0.61% |
Maintenance Performance
| |
2006/07 |
2007/08 |
| Total number of jobs completed |
9,945 |
11,105 |
| Percentage of Emergency jobs completed within target time of 24 hours |
98.8% |
96.9% |
| Percentage of Urgent jobs completed within target time of 5 days |
95.4% |
93.6% |
| Percentage of Routine jobs completed within target time of 21 days |
94.8% |
91.9% |
| Amount spent on major repairs as at 31 March 2007 |
£1,363,018 |
1,337,559 |
| Average number of repairs per property |
3.2 |
3.4 |
Lettings
| |
2006/07 |
2007/08 |
| Total number of lettings |
442 |
395 |
| Average letting time (all lets) |
22 days |
22.5 days |
| Average letting time (re-lets) |
34 days |
28 days |
Customer Service Centre Call Handling
| |
Q4 2007/08 |
2007/08 |
| Incoming Calles |
20,149 |
77,073 |
| Percentage answered by an advisor within 3 mins |
99.5% |
99.2% |
| Average Speed of Answer |
11 seconds |
10 seconds |
| Percentage of calls answered within 1 minite |
97.2% |
96.7% |
| Percentage of calls waiting longer then 2 minutes |
1% |
1.4% |
Complaints
| |
2006/07 |
2007/08 |
| Complaints brought forward |
23 |
17 |
| New complaints |
182 |
200 |
| Complaints resolved |
188 |
165 |
Anti Social Behaviour
| |
2006/07 |
2007/08 |
| Complaints brought forward |
43 |
89 |
| New complaints |
376 |
363 |
| Complaints resolved |
330 |
308 |
Anti Social Behaviour Cases: Quarter 4 January - March 08
| Category |
Sub Category |
Outstanding |
| Alcohol |
Noise |
6 |
| |
Physical Violence |
1 |
| |
Youths |
|
| |
Sales |
|
| Animal Related |
Noise |
4 |
| |
Fouling |
5 |
| |
Uncontrolled |
1 |
| |
Abuse |
|
| Criminal Behaviour |
General |
6 |
| Communal Areas |
Misuse of Communal Areas |
|
| |
Loitering |
|
| |
Public Space |
1 |
| |
Rowdy |
|
| |
Gangs/Youths |
3 |
| Domestic Violence |
General |
|
| Drugs/Substance Misuse |
Drug Dealing |
1 |
| |
Dealing from Property |
1 |
| |
Substance Misuse |
3 |
| |
Paraphenalia |
|
| Garden Nuisance |
Fires |
|
| |
Untended |
2 |
| Hate / Race |
Racial |
1 |
| |
Sexual |
|
| |
Disability |
|
| |
Age |
|
| |
Homophobic |
|
| Intimidation / Harrassment |
Verbal Abuse |
4 |
| |
Harrassment |
4 |
| |
Intimidation |
6 |
| |
Threatening Behaviour |
4 |
| |
2 Staff |
1 |
| Litter / Rubbish |
Litter |
|
| |
Fly Tipping |
1 |
| |
Arson |
|
| |
Domestic Refuse |
4 |
| Noise |
Domestic |
39 |
| |
DIY |
1 |
| |
Music |
19 |
| |
Children |
4 |
| Physical Violence |
General |
5 |
| Sexual |
Prostitution |
|
| |
Sexual Acts |
1 |
| |
Kerb Crawling |
|
| Vandalism / Criminal Damage |
TVHL Property |
1 |
| |
Other Property |
|
| |
Garden |
|
| |
Car |
1 |
| |
Communal |
2 |
| Vehicle Related |
Motor / Quad |
5 |
| |
Abandoned |
1 |
| |
Parking |
4 |
| |
Joy Riding |
|
| |
Noise |
|
| |
Unroadworthy |
1 |
| |
Repairs/Business |
1 |
Service Complaints: Quarter 4 January - March 08
| Category |
Sub Category |
Outstanding |
| Maintenance |
Grounds Quality |
3 |
| |
Grounds Response |
|
| |
Grounds Staff |
|
| |
Contractor Quality |
1 |
| |
Contractor Response |
7 |
| |
Contractor Staff |
2 |
| |
Inhouse Quality |
|
| |
Inhouse Response |
2 |
| |
Inhouse Staff |
|
| |
Access Services |
1 |
| |
Other |
2 |
| Development |
Repairs Response |
|
| |
Repairs Quality |
2 |
| |
Staff Issue |
1 |
| |
Other |
2 |
| |
No Info |
|
| Housing Management |
Estate Maintenance |
6 |
| |
Access Services |
3 |
| |
No Action |
8 |
| |
Allocation |
1 |
| |
Other |
2 |
| |
Staff Issue |
1 |
| Supported Housing |
Staff Issue |
1 |
| Customer Services |
Quality |
|
| Total |
|
45 |
Policy Complaints: Quarter 4 January - March 08
| Category |
Sub Category |
Outstanding |
| Rents |
Service Charges |
1 |
| Housing Management |
Lettings |
2 |
| |
Other |
1 |
| Home Ownership |
Consultation |
1 |
| |
Other |
1 |
| Total |
|
6 |
Staff Complaints: Quarter 4 January - March 08
| Category |
Sub Category |
Outstanding |
| Maintenance |
Other |
|
| Customer Services |
Attitude |
|
| Housing Management |
Attitude |
1 |
| Total |
|
1 |
All Complaints: Quarter 4 January - March 08
| Category |
Sub Category |
Outstanding |
| All |
All |
52 |
Annual Report
For a copy of our latest annual report in PDF format, which contains detailed performance information, please click on the download button below.
Download Annual Report
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If you would like a printed copy of our Annual Report posted to you, please contact us using our Contact Us.
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More Performance Information?
If you want to obtain further information about the performance of Tees Valley Housing Ltd compare us with other organisations providing similar services, public access is available via the Housing Corporation website www.housingcorp.gov.uk. Look in the section titled ‘performance indicators’.
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