How are we doing?

Our quarterly performance update.

We measure ourselves against a number of key performance indicators, which we update every quarter to see where we are doing well and where we need to improve.

We set our targets by comparing our performance with the best performing housing associations.

Quarter 4, 2021-22

Satisfaction with:

       Origin as a landlord: 67.54% (down from 68.79%  a year ago) - our target for 2021/22 is 77%

We continue to work on improving our communication and responsiveness to enquiries to make it easier for you to deal with us. Customer experience training centred on the Origin Oath - I'm on your side; I'll keep you informed; I'll see it through -  is continuing. We are recruiting to new roles in our property team to strengthen technical, contract management and customer service skills in the team,  our Neighbourhood Managers are developing estate action plans with residents to resolve local issues and we're looking at how we can do better on communal repairs. Whilst 73% of residents were satisfied we kept them informed  we know there is more to do and we are using customer feedback and working with involved residents to make sure we are directing our efforts towards our residents key concerns and priorities. 
 

 Complaint handling: 25.81% (20.88% a year ago) - our target for 2021/22 is 55% 

We are continuing to focus management effort and resources on ensuring complaints are handled more swiftly and thoroughly. We have set up a central expert team to handle complaints. Our new  Complaints and Quality Assurance Manager joined at the end of March and will help give improved oversight to this area. Our focus is on responding more thoroughly and within target  timelines. We are working with managers on how they use the learning from complaints to make improvements to their services and this will continue over the coming months.

  Quality of your home: 70.30% (down from 71.44% a year ago) - our target for 2021/22 is 75%

 We continue to work with our contractors to make sure repairs meet the right standard and wherever possible are completed right first time in order to improve the overall quality of our homes. We know for some residents that damp and mould is a concern and have been reviewing how we manage this area of our work in line with best practice. We are having to strictly prioritise planned investment as we have to set aside funds to meet the significant costs of new fire safety standards. This means that components like kitchens, bathrooms and windows can only be replaced if they are not repairable. 72% feel their home is safe and secure. Over the next few months we will be focusing on how we address security concerns and door/gate system repairs as residents have highlighted this as an area that is important to them.

  

 

Repairs and maintenance:

89.63% of residents are satisfied with their last repair (87.97% a year ago). Our target for 2021/22 is 90%
We are pleased that satisfaction for day to day repairs is on target.  All residents who have expressed dissatisfaction with their repairs are contacted to put the problem right.

    83.23% of repairs completed 'right first time' (down from 90.2% a year ago) - our target for 2021/22 is 90%
 
We review performance each month with our contractors  to identify where they can improve diagnosis and scheduling to improve performance.     

 

    99.05% of appointments made and kept ( 97.75% a year ago)- our target for 2021/22 is 95%

Performance in this area  is strong and above target.  

   100% of people satisfied with our aids and adaptations service (100% a year ago) -  our target for 2021/22
                       is 97%

We are delighted with the continued high quality of this service. 

 

Lettings and estate management:

   Our average time taken to re-let an empty home is 70.22 days (98.30 days a year ago). Our target for 2021/22 is 22 days

This was an exceptional year as we set to eliminate the backlog accumulated throughout the pandemic disruptions.  We started to see an improved performance since September following a full review of processes, staff training and increased temporary staff resources. A key factor to overcome was dealing with delays in receiving nominations from local councils.  We continue to build relationships and work closely with our partners to improve the nomination process.  

Our income performance:

       Current rent arrears for all rented homes is at 5.16% (5.11% a year ago). Our target for 2021/22 is 4.7%
The pandemic has led to rising rent arrears and our primary focus was on tenancy sustainment through our financial inclusion work. Our income team and specialist financial support officers continue to offer assistance to all residents during this disruptive time and we work with the DWP to support those residents who require help with universal credit claims.  

     Current rent arrears for Shared Owners is at 2.61% (2.23% a year ago). Our target for 2021/22 is 1.7%

The pandemic has led to rising rent arrears, and we recognise the difficulties faced by our shared Owners.  Our income team and specialist financial support officers offer tailored support to all residents.

 Current rent arrears for our Retirement residents  is at 2.36% (1.58% a year ago). Our target for 2021/22 is 1.5%

The pandemic has led to rising rent arrears and our primary focus was on tenancy sustainment through our financial inclusion work. Our income team and specialist financial support officers continue to offer assistance to all residents during this disruptive time.

 


Questions?

If you have any questions please contact the Data Services Team using the form below. We ask for your name, email and phone number so that we can contact you about your enquiry.

Submit a new enquiry relating to data and performance.