Key performance indicators
What are Key Performance Indicators (KPI) ?
Key Performance Indicators (K.P.I.s) are used to measure and track the progress and performance of our Partners who are carrying out the Decent Homes programme of works. They provide a visual real-time snapshot of the progress and performance of the partners against the current target set by A1 Housing. Every three months the K.P.I.s are produced and discussed with our Partners. Any problems or areas of concern are highlighted with corrective action put in place.
| key performance indicator | partner results | target |
|---|---|---|
| Customer satisfaction | 89.2% | 93% |
| Time (Progress of work against planned work) | 99.1% | 96.5% |
| Number of Properties made decent | 1207 | 825 |
| Time (duration in property) | 96.3% | 96.0% |
| Properties completed as defect /snag free | 95.3% | 100% |
What does each K.P.I mean?
Customer Satisfaction
The customer satisfaction K.P.I. means that 89.2% of our customers are satisfied with the overall delivery of the Decent Homes work. When Decent Homes work has been completed to a property each tenant will be given a questionnaires to complete. The completed questionnaires are used to determine the overall Customer Satisfaction of the service provided before and during the Decent Homes work. Completed and returned questionnaires are included in a monthly draw (4 winners of £25.00 each) and an additional quarter draw (every 3 months, 1 winner of £50.00).
Time (Progress of work against planned work)
This shows what progress the Partners have made in completing their planned programme of Decent Homes work. The current KPI shows that 99.1% of the planned work has been completed. This is slightly above the target set.
Number of preoperties made Decent Homes
When all Decent Homes work is completed to a property, the property is said to have been “Made Decent”. The target we have set for the Partners is to make 825 properties “Decent” by the end of the financial year (31 March 2010).
Time (Duration in property)
We have set targets for how long the Partners should take to complete certain work, for example :-
- Any two elements (eg. bathroom and kitchen)
- 12 days to complete.
- Any three elements (eg. bathroom, kitchen and electric rewire)
- 15 days to complete.
The overall percentage of all of the three set targets are calculated. Currently 96.3% of all Decent Homes work is completed within these time scales.
Defect / Snag Free
This shows the percentage of properties that have had Decent Homes work carried out and where the A1 Housing Clerk of Works has found no defects or snags after completion. Therefore 95.3% of all completed properties have had no defects or snags that have had to put right after completion of the work.
