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Our Performance

The measures below demonstrate how we have performed against our six Our Direction OD3 priorities.

KPI

Complaints

Customer complaint levels

We try to provide the best possible service at all times, but sometimes we appreciate things go wrong. We monitor our complaints levels carefully to make sure we're always improving our services.

Performance

190

Target

221

Trend

KPI

Compliments

Customer Compliments

The number of compliments received this month.

Performance

158

Target

-

Trend

KPI

Customer Satisfaction

The % of customers who said they were satisfied with our services in a recent survey.

Performance

81.2%

Target

88%

Trend

KPI

Tenancy Sustainability

The % of customers who have successfully maintained their tenancy this month

Performance

93.55%

Target

94.17%

Trend

KPI

Income Recovery

Rental income collected this month

Including arrears brought forward from previous years

Performance

£1,224,826 (3.74%)

Target

£1,454,100

Trend

KPI

Liquidity

How far into the future we have funds available to fund all revenue and capital expenditure.

Performance

22 months

Target

18 months

Trend

KPI

Loan Covenant Compliance (Interest cover)

A measure of the level of surplus we generate against our interest payments.

Performance

132.78%

Target

115%

Trend

KPI

Loan Covenant Compliance (Net debt per unit)

The amount of debt against the number of properties we own.

Performance

£19,097

Target

£24,000

Trend

KPI

Loan Covenant Compliance (OSUK)

The level of on lending by Halton Housing to OSUK.

Performance

£29.06m

Target

£31m

Trend

KPI

New Homes Delivered

Net new homes generating income for Halton Housing.

Performance

42

Target

61

Trend

KPI

Pipeline of New Homes Secured

Future new build homes

The number of homes we have either secured planning to build or are in the process of securing planning.

Performance

43

Target

248

Trend

KPI

OSUK (Return on Investment)

The return on investment to Halton Housing from OSUK.

Performance

5.2%

Target

5.2%

Trend

KPI

Number of Unsold Homes

New homes built by Halton Housing that have not yet been sold during this month.

Performance

10

Target

4

KPI

Colleague Retention

The % of employees we have retained during this month.

Performance

93.9%

Target

91.67%

Trend

KPI

Colleague Satisfaction

The % of employees who would recommend Halton Housing as an employer.

Performance

88%

Target

85%

Trend

KPI

Colleague Sickness Absence

The number of working days we have lost due to employe sickness during this month.

Performance

7.6 days

Target

5.42 days

Trend

KPI

Repairs Completed Right First Time

The % of repairs which have been completed by Halton Housing during our first attempt.

Performance

83.63%

Target

85%

Trend

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