Meeting documents
Regeneration & Housing Overview & Scrutiny Panel
Thursday, 13th June, 2013 2.00 pm
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APPENDIX A - SLHD 2012-13 Delivery Plan Year End Headline Report Report Type: Actions
Report Report Author: Ian Brittain Generated on: 10 May 2013 |
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St Leger
Homes Delivery Plan 2012-13 THEME 1 -
VALUE FOR MONEY |
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Performance |
Status |
Objective |
Latest Note |
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Target met |
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SLHD DP
12/13 1a Driving and delivering Value for Money |
Of the four milestones
relating to this strategic objective, all are complete with further work in
the six priority areas continuing in 2013/14. The 2011/12 HouseMark
core benchmarking report was published and received at the end of September
2012, analysis and action points have been worked on throughout the year and
will be fed into the 2012/13 submission. Milestone 1 – Good
relationships are now in place with a number of organisations with regards to
benchmarking and working together to better compare costs and performance. Milestone 2 – The
methodology for collating the annual submission has been further improved
resulting in increased confidence in the annual cost benchmarking report. A
summary of the 2011/12 report shows a 6% increase in ‘improving’ indicators
and an 8% reduction in ‘deteriorating’ indicators. Milestone 3 – Measures
have been identified in the six key areas, three of which are represented in
the 2013/14 suite of KPI’s for continued monitoring and reporting. Milestone 4 – Actions
from the accommodation review are ongoing as per the plan; actions arising
from the voids and allocations review have been implemented contributing to
improved voids performance during 2012/13; and the scheduled repairs
programme has been implemented to plan. Value for Money
continues to be one of the five strategic priorities for 2013/14 |
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Measure |
Traffic Light |
Current Value |
Current Target |
Last Value |
Latest Note |
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SLH KPI 1 %
Of Current Rent Arrears against Annual debit |
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2.00% |
1.4% |
2.22% |
The year end
performance figure of 2% is below the target of 1.40%. There are three major
factors which also influence the percentage of rent collected against the
annual debit, and the rate of evictions due to rent arrears:- 1. The
down-turn in the economy leading to many of our tenants either losing their
jobs or being moved onto reduced hours. This has resulted in many tenants
struggling to pay outstanding debts and household expenses. Unfortunately, in
many cases tenants are prioritising the payment of other debts before their
rent. 2. DMBC have
experienced problems implementing a new IT system for housing benefit administration,
this has resulted in a large backlog of claims. At the moment they are about
8 weeks behind, this amounts to 1,800 unprocessed claims. 3. SLHD have
experienced problems introducing the new IT rent recovery module of Universal
Housing. Many of the issues have now been resolved. The impact of
delays in Housing Benefit payments was estimated at approximately £300,000 at
year end. Therefore, a more realistic year end performance figure is 1.56%,
which is the second best performance in the last four years whilst facing
significant economic challenges. |
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SLH KPI 13
(a) Value for Money Quarterly Budget Monitoring - Capital Expenditure |
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-14.67% |
0% |
0% |
The Public
Sector Housing Capital Programme for 2012-2013, for which SLHD are
responsible but which includes £6.740m of schemes managed by DMBC, shows an
overall spend of £38.465m against a budget provision of £45.078m. Explanations
of the variance are provided in the finance report. |
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SLH KPI 13
(b) Value for Money Quarterly Budget Monitoring - Revenue Expenditure |
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-9.38% |
0% |
-4.51% |
The outturn
for 2012-2013 is a surplus of £3,377k this is against a budget of £36m. The
surplus is 9.38% of the total expenditure budget. Explanations
of the variance are provided in the finance report. |
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SLH KPI 2 %
of Rent Collected against Annual Debit |
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97.93% |
99.00% |
96.80% |
The performance
figure for the year end is 97.93% against a target of 99%, therefore it is
close to the target. This Key Performance Indicator is affected by the same
issues as KPI 1 (Percentage of Current Rent Arrears against Annual Debit).
SLHD and DMBC have been taking a number of actions to improve performance
throughout the year, some of the key actions are as follows:- 1. SLHD set up
a comprehensive arrears recovery plan of actions which included overtime
working at the weekend. 2. DMBC have
employed agency staff to assist in reducing the large back log of cases. 3. SLHD rent recovery staff have been working closely with our IT team
to help identify and resolve problems. This has resulted in a steady
improvement. |
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SLH KPI 3
Void Rent Loss % of rent loss through vacant dwellings |
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0.90% |
0.95% |
0.95% |
Performance has continued to improve with all areas remaining on
target with the exception of one. As a result, we have exceeded our year end
target and have achieved an outcome of 0.90%, compared with 1.02% against a
target of 1.00% last year. |
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St Leger
Homes Delivery Plan 2012-13 THEME 2 -
WELFARE BENEFIT REFORM |
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Performance |
Status |
Objective |
Latest Note |
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Target met |
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SLHD DP
12/13 2a Being prepared and helping tenants prepare for Welfare Benefit
Reform |
Of the five milestones,
all are progressing to target A
strategic partnership group has been established with partner members
including DMBC Housing Benefits, Strategic Housing, Stronger Families,
Children’s and Adult Services. The group is chaired by SLHD’s CEO and meets
monthly and has a strategic plan for members. All
customers identified as being affected by the spare room deduction
(approximately 3900) have been visited to raise their awareness of the impact
and identify options appropriate to their circumstances. All tenants affected
by the spare room deduction have been sent a rent payment card. All tenants
have been supplied with a booklet written in conjunction with DMBC explaining
all welfare reform changes and radio adverts have been placed on Trax FM to
further raise awareness. SLHD
Officers are in continued discussions with the local credit union (SYCU)
regarding developing a suitable product and are investigating ways that they
can support them to expand their reach across Doncaster. Other available
products are being explored by the Government and we are monitoring
developments.
SLHD are to continue to
allow people to under occupy due to the make up of the stock. Failure to do
this would mean that we were unable to meet our statutory duty within
appropriate timescales and would exclude people from large areas of the
borough, however, we are looking at the advice and assistance we can offer to
ensure people make informed choices. Joint working with strategic housing to
ensure new build programme for both RSL’s and Council Housing meets the
demands across the Borough |
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Measure |
Traffic Light |
Current Value |
Current Target |
Last Value |
Latest Note |
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SLH KPI 4
Number of Evictions Due to Rent Arrears |
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36 |
25 |
26 |
The number of evictions due to rent arrears has increased by 7 cases
since last year. This is not particularly high given the economic situation
and large increase in serious cases (owing over £1,500), which have more than
doubled in one year (38 cases in 2011/12 to 87 cases in 2012/13). A panel of
officers has been reviewing all the serious cases and the concern is that we
need to be taking court action earlier. We expect the rate to continue increasing
in the coming year, but it is important to note that tenants only get evicted
after going through a long recovery process and legal action, where they have
numerous opportunities to resolve the situation. We will be offering tenants
advice and assistance with the management of household budgets, including the
need to prioritise debt payments |
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St Leger
Homes Delivery Plan 2012-13 THEME 3 -
CRIME AND ANTI-SOCIAL BEHAVIOUR |
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Performance |
Status |
Objective |
Latest Note |
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Target met |
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SLHD DP
12/13 3a Continued focus on ASB - including new innovations/enhancements |
The
partnership working at a local level remains strong, the case identification
meetings commonly known as CIM's are particularly productive, this is where
the front line staff from the different agencies get together to discuss
their cases and share information. They then work out action plans. The
strength of the process is tackling ASB offenders early. The serious
ASB cases are presented to the Anti-Social Behaviour Panel on a monthly
basis so that a group of senior officers from a number of agencies can
complete a review and make recommendations regarding future action. The
majority of cases involve the protection of vulnerable residents. The area
teams made a major contribution to Neighbourhood Alliance across the whole
borough, this involved the implementation of a multi-agency action plan in
areas experiencing higher levels of crime. SLHD worked in
partnership with Community Payback to provide a gardening scheme for elderly
& disabled tenants across the north of the borough together with a
programme of winter works such as decorating community centres. SLHD
continued to provide financial support to small community based projects
providing recreation and education to young people. There
have been very few ASB cases involving introductory tenants, the vast
majority of cases concern secure tenants. The Police statistics
show a consistent fall in the number of ASB cases across Doncaster. SLHD have
experienced the same however, there is a growing trend of more serious
cases and the need for legal action. Many of the perpetrators have
drug, alcohol or mental health problems. This complicates the legal
process because of the issues surrounding the Equalities Act. Most
of the ASB cases presented in court for possession and injunctions have been
related to the usual issues, however there were a couple of actions
which were unusual. In the North area a number of injunctions have
been obtained against tenants who have erected fencing in the front gardens
of the properties in the Woodland Squares conservation area which have a
detrimental effect on the appearance of the estate. In the Central
area possession proceedings are going ahead against a tenant caught
stealing metal from one of our properties. At
the end of the year there was an average satisfaction rate of 86% with
the way we handle ASB cases, we continue to investigate any cases where
the tenant has expressed dissatisfaction. |
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Measure |
Traffic Light |
Current Value |
Current Target |
Last Value |
Latest Note |
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SLH KPI 5
Customer satisfaction with the handling of ASB |
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86% |
93% |
89% |
The year
end percentage of complainant satisfaction with the handling of ASB was 86%
(7% below target). This is a 4% improvement in satisfaction on the previous
year with an increase of 21% of surveys completed. Performance in this area
will continue to be monitored as part of the SLHD performance management
framework however, the KPI focus for 2013/14 will be on repeat perpetrators. |
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SLH KPI 6 %
of introductory tenancies not converted due to ASB |
Data Only |
0.76% |
Data Only |
0.51% |
Introductory
tenancies applied to 1,059 new tenancies in 2012/13, the others were secure
tenancies, mainly transfers from another property. Less than 1% of
Introductory tenancies failed to convert into secure tenancies, after a period of twelve months, due to ASB. This demonstrates that
the use of Introductory Tenancies has been a great success, a view shared by
front line staff. The serving of a Notice of Extension to extend the tenancy
to 18 months often resolves an issue and gives the tenant a last chance which
they take. |
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St Leger
Homes Delivery Plan 2012-13 THEME 4 -
IMPROVING HOMES AND PROPERTIES |
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Performance |
Status |
Objective |
Latest Note |
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Target met |
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SLHD DP
12/13 4a Supporting the Council to provide better quality homes |
The
Private Landlord Officer post will be made a permanent post within the
structure in the next financial year. All policies and procedures are
now in place and systems set up to ensure the effective management of the
scheme. Within the next financial year the only areas that will need
further development will be the invoicing. We
have agreed a way forward with DMBC’s Strategic Housing on how we will
identify demand on our stock to influence the new build programme for both
Council Stock and HA stock Following
cabinet approval the full draft Allocations Policy went to legal
services and was agreed. Working with our IT service provider we are
aiming for an implementation date of August 2013 and will be starting a full
review of the current housing register early in the next financial year |
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Measure |
Traffic Light |
Current Value |
Current Target |
Last Value |
Latest Note |
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SLH_RM25 Private
Landlord Scheme |
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54 |
44 |
38 |
We
have signed 54 private
landlords to the scheme as of 31 March 2013, against a target of
44. Of the 54 we have 51 tenanted. One of the properties
has recently become void as we have previously housed someone in the property
through this scheme. In addition, PBM are working on another 6 properties through the grant
scheme. |
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SLH_RM27 Empty
Properties into HRA |
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1 |
20 |
1 |
The
target for the number of properties brought into the HRA has not been met.
Currently there are 3 properties that have had offers accepted and are with
Legal Services, there are a further 3 properties under offer, 1 property has
had a price agreed and is being progressed by DMBC and 1 has fallen
through. None of these properties are ready to be passed through to SLHD. |
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St Leger
Homes Delivery Plan 2012-13 THEME 5 -
NEW BUSINESS GROWTH AND DIVERSIFICATION |
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Performance |
Status |
Objective |
Latest Note |
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Target met |
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SLHD DP
12/13 5a Consider business opportunities for growth and diversification |
Your Homes Newcastle -
Whilst SLHD remains poised to commence service delivery, no orders have yet
been passed to us from YHN. There has been some concern regarding the impact
of welfare benefit reforms and the eligibility of service charges for benefit
payments. These concerns have impacted on the ability of YHN to secure new
customers for the service which in turn has resulted in there being no
deliveries for SLHD to make. Viewpoint – Throughout
the year Viewpoint continued to operate successfully out of St Leger Court
and managed to secure two new contracts for customer satisfaction testing for
Doncaster NHS and A1 Housing resulting in the recruitment of an additional
staff member who is also a St Leger Homes tenant. During quarter four
Viewpoint also conducted our annual satisfaction survey. |
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Measure |
Traffic Light |
Current Value |
Current Target |
Last Value |
Latest Note |
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SLH_RM28 Job Opportunities
Created |
Data Only |
25 |
Data only |
6 |
Employment
opportunities relate to apprenticeships, gardeners and their supervisors |
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SLH_RM29 Number of SLHD
tenants employed from NEETS/JSA |
Data Only |
3 |
Data only |
2 |
Three of the four
Viewpoint employees are SLHD tenants. We are currently
working with our contractor partners to see if we can identify the numbers of
SLHD tenants currently employed through their contracts. |
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St Leger
Homes Delivery Plan 2012-13 THEME 6 -
ADDITIONAL KPI'S |
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Performance |
Status |
Objective |
Latest Note |
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Off Track |
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SLHD DP
12/13 6a Additional KPI Information required for Challenge |
Of the 5
additional KPI's, 1 was on target, 2 were near to target and within tolerance,
1 was under target and 1 was data only. Further
detail on each of the KPI's progress is provided within the PI commentary
below. |
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Measure |
Traffic Light |
Current Value |
Current Target |
Last Value |
Latest Note |
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SLH KPI 10
Proportion of Planned Repairs against Responsive |
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26.3 |
50 |
38.6 |
This
indicator has proved to be not particularly useful as it is based on the
financial costings rather than quality and timeliness of repairs, therefore
we have adopted a new way of working and a new indicator for 2013/14 around
the delivery of a scheduled repairs service. |
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SLH KPI 11
% of properties with a valid Landlord Certificate |
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100% |
100% |
98.79% |
The 2012/13
annual gas service programme was completed December 21 2012 which was 12 days
ahead of schedule and a full 4 weeks earlier than 2011/12. |
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SLH KPI 12
Complaints Activity - Property Services |
Data Only |
100 (Q4) |
Data Only |
96 (Q3) |
There
has been a 4% Increase in Complaints compared to 2011/12 (1,143 received this
year compared to 1,097 last year.) Historically August is our busiest month
however November of this year has been the busiest and December has been at
an all time low. Property
Services have generated 75% of all complaints received. Service
Failure has reduced year on year and the trend still continues. The current
split is 36% Service Failure vs. 64% Service Dissatisfaction, However over
the past 5 months we have seen the percentage of service failure complaints
increase from 27% in May to the highest of 43% in November. For
the month of March Property Services generated 76% (77 in total) of the
complaints received in March. 39% of these complaints (30 in total) were
service failure; the main themes were: time taken to complete a repair (7),
Work not up to standard (6), Incomplete Repairs (6) |
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SLH KPI 8
Right First Time |
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96.31% |
97% |
96.23% |
Year end
performance was 96.31%, just below the target of 97%. There has been a slight improvement
from quarter three, when performance was 96.23%. March’s monthly
performance for Right First Time is 98.00%, which is an improvement again
from last month, when the performance was 97.55%. |
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SLH KPI 9
Appointments Made and Kept |
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99% |
99.5% |
99.06% |
Year end
performance is 99%, which is a slight deterioration from quarter three which
was at 99.25% March’s monthly outturn figure is 98.78%, this represents 3,816 jobs
where appointments were kept out of a total of 3,863 where an appointment was
made |
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