Agenda item

QUARTER TWO - CORPORATE PERFORMANCE REPORT

Minutes:

Members received a presentation that outlined the six corporate performance indicators for Quarter two that reported to the Sub-Committee.

 

It was noted that performance ratings were available for four of the six indicators.  Three were off target; red and one was on target; green.

 

The Sub-Committee was informed that the following two indicators were not rated as it related to service demand.

 

1.    Contractor Liaison: Consultation with residents was ongoing on each of the sites. Further consultation events were organised where residents have been updated on the latest ideas for their estates or scheme. Resident meetings are approximately every six months when there are new updates.  It was noted that all twelve sites have had a meeting in September 2018.

 

2.    Planning and Building Control: Two outstanding complaints resulted in the indicator being off target. The report stated that both complaints were delayed due to capacity issues within the team at the time the responses were due.  It was noted that on both instances, the complainants were kept updated as to progress and when a response would be sent out.

 

The presentation outlined the following areas for improvement:

      75% of ASB related Stage 1 Housing complaints were closed within 15 days in Quarter 2, while (74%) complaints relating to Housing repairs were closed within 15 days.  It was noted that there was a slight improvement in comparison to the same period last year. 

 

The Sub-Committee noted that a new process has been put into place to deal with Housing Complaints to bring about improvements to each of the service areas in Housing Services.  Since 5 November 2018, Complaints Officers have been allocated to each of the service areas and were being managed directly by the Service Managers.

 

      From April to end of September 2018, of the 107 Stage 2 complaints, 78 cases were closed on time, resulting in the outturn being below target.  There were 36 more Stage 2 complaints compared to the same period last year.

The Sub-Committee noted that all stage 2 complaint responses were signed off by Chief Executive and is kept up to date with delays on investigations.  Case officers are in regular contact with complainants.

 

The reduced number of Stage 3 complaints supported the theory that a full, comprehensive investigation at Stage 2 brings a satisfactory resolution for the customer.

 

      The main repairs contractors’ performance was at 88.53%; which was below the 95% target. The Repairs contractor (Breyer) provided an improvement plan and gave assurances to the Council that the actions being taken would result in improved performance by the end of the last quarter of 2017/18, this was yet to be achieved and performance against the KPI remain below target.

The report detailed that the main corrective actions taken by Breyer involved recruiting additional resources to assist in managing the number of “out of target orders”, scrutinising employee productivity and reviewing supply chain management to ensure timely completions.  Recruitment and retention of additional directly employed staff had also proved a challenging task for Breyer.

 

The Sub-Committee was informed that the service was reviewing its contract management approach, against other repairs services, in order to determine a new line of approach. It was noted that the lack of improvement in performance against the KPI, had led to a new improvement plan being developed which the performance would be monitored. Breyer have advised that their new plan should result in improved performance and that the 95% target would be achieved by March 2019.  

 

The report also outlined that the interim Director of Housing had also set up monthly strategic review meetings with the Managing Director of Breyer to ensure performance was highlighted as a key priority and to gain assurance that improvements would be delivered.

 

The Sub-Committee was informed that if Breyer were unable to achieve the new targets, the service could decide to issue a default notice leading to a termination of the contract.

 

The Housing Gas contractors’, K&T (domestic) and BSW (communal) performance was rated at 95.82% against a target of 96% for gas repairs.  It was noted the contractor K&T, had advised that there were ongoing system errors which the firm was addressing; this indicated that the actual performance was better than that reported.  The service had advised K&T that they must meet a deadline to reconcile data in order that performance was accurately recorded.  The service was therefore anticipating the improvement in performance next Quarter.

 

The Sub-Committee noted the contents of the report and the presentation.

 

 

 

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