Performance information

EastendHomes monitors peformance across the organisation through a number of Key Performance Indicators (KPIs).

We provide reports on our KPIs on a quarterly basis to the main EastendHomes Board and our Service Review Board. Our local boards also receive regular information on performance.

EastendHomes residents have selected their top ten priorities from our list of Key Performance Indicators, reflecting the range of services provided. You can see a table showing our performance against these measures, how it has changed over time, and our performance against the tough targets which we set ourselves each year, below.

For more detail, you can see copies of board reports showing our performance against the complete range of KPIs here.

No	Performance Indicator	Perf. 2007/8	Perf. 2008/09	Perf. 2009/10	Perf. 2010/11	Target 2011/12	Q1. 2011/12
	Voids
1	Short Term Void Turnaround Times	25 days	19.6 days	17.9 days	12.9 days	20 days	19.9 days
	Lettings
2	New tenant satisfaction with condition of home	53%	53%	76%	84%	85%	56%
	Repairs
3	Repairs completed in target overall	93%	94%	97%	97%	98%	96%
4	Appointments Kept	92%	94%	96%	97%	98%	96%
5	Repairs Satisfaction	93%	93%	84%	76%	96%	93%
	Rents
6	Satisfaction with help given if in arrears (Monitored Annually) Target 2009 80%	N/A	75%	This question was removed from the industry ‘Status’ survey carried out in 2010 but a rent support question will be included within EastendHomes’ own satisfaction survey for 2011/12
	ASB
7	Satisfaction with outcome of ASB complaint	Not Available	84%	68%	75%	80%	91%
	Gas Servicing
8	% of Properties with valid CP12	99%	99.2%	99.75%	98.45%	100%	99.6%
	Estate Cleaning
9	External areas achieving grade B or above	Not Available	97%	99.8%	99.8%	100%
	Complaints
10	Satisfaction with case outcome	Not Available	36%	53%	18%	53%	20%

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