Performance reporting as at the end of September 2011

Performance Indicator		Year end 10-11	Jul-11	Aug-11	Sep-11	Target 11-12 March	Peer group quartile	Are we on target?	Are we getting better?
	% of routine repairs completed on time	96.3%	87.5%	80.0%	82.4%	97.0%	3rd Apr-Mar
	% overall satisfaction with repairs service	77.4%	82.6%	84.5%	80.0%	82.0%	n/a
	Calls per 100 homes	89	81	87	92	77	n/a
	Gas safety - % appliances with overdue gas check	0.22%	0.92%	0.37%	0.24%	0.00%	2nd Apr-Mar
	Gas safety - % non compliance with MHP gas servicing procedure	0.00%	0.59%	0.12%	0.02%	0.00%	n/a
	Average SAP rating for Homes	69.5	69.27	69.52	tbc	70.32	tbc	tbc	tbc
	% of homes failing Decent Homes Standard	0.10%	6.19%	tbc	tbc	0.00%	tbc	tbc	tbc
	Proportion of General Needs properties that are empty	2.07%	1.86%	1.80%	1.80%	1.62%	n/a
	% General Needs rent arrears	5.84%	6.56%	6.37%	6.40%	5.63%	3rd Apr-Mar

	Are we on target?		Are we getting better (based on last three months)?
	Meeting or exceeding our target.		Performance has improved.
	Marginally outside target.		Performance has remained largely unchanged.
	Significantly outside target.		Performance has deteriorated.

If you require more detailed information please contact our Performance and Research team