Service Performance Information
As you scroll down this page you will find several categories of performance information based on the service we provide. Residents have told us that these particular performance indicators are the ones that they are most interested in hearing more about.
Key:
- Green = meeting the target
- Amber = within 10% of the target
- Red = more than 10% away from the target.
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
% Blocks at satisfactory 'B' caretaking standard |
Monitoring resident satisfaction with estate cleanliness. |
100% |
100% |
|
|
Total Fire doors on SEH programme |
Ensuring compliance and resident safety. |
4,240 |
No target |
|
|
Fire Doors with a valid in time inspection report - SEH programme |
Ensuring compliance and resident safety. |
100% |
90% |
|
|
Number of grounds maintenance inspections carried out per month |
Monitoring upkeep quality of communal outdoor areas. |
49 |
60 |
|
|
% of satisfactory grounds maintenance inspections at 'B' standard |
Monitoring upkeep quality of communal outdoor areas. |
97.8% |
100% |
|
|
Number of Non-Compliant Fire Doors Outstanding |
Identifying safety risks and ensuring prompt resolution. |
0 |
0 |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure 2024/25 |
Performance Target |
Red/Amber/Green |
|
Proportion of respondents with communal areas who report that they are satisfied that South Essex Homes keeps communal areas clean and well maintained |
Monitoring resident satisfaction with estate cleanliness and maintenance. |
63.6% |
65% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Void Turnaround Time |
Measuring the time taken to prepare and re-let vacant properties. |
18.1 days |
17 days |
|
|
Void Turnover |
Tracking the number of properties that become vacant. |
2.15% |
No target |
|
|
Percentage of Voids (Available to be Re-Let) |
Assessing efficiency in preparing properties for new tenants. |
1.26% |
1% |
|
|
Satisfaction with Property Condition |
Monitoring tenant feedback on the state of their new home. |
93% |
No target |
|
|
Tenants Satisfied with Viewing & Letting Process |
Ensuring a smooth and transparent rehousing experience. |
100% |
No target |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target (annual) |
Red/Amber/Green |
|
Number of Resident Engagement Impact Assessments Completed |
Tracking reviews to ensure fair policies and decisions. |
0 |
10 per year |
|
|
Number of 'You Said, We Did' Additions to Website |
Demonstrating visible responses to tenant concerns. |
2 |
No target |
|
|
Number of Residents Engaged |
Measuring active participation in tenant activities and feedback processes. |
387 |
1500 per year |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure 2024/25 |
Performance Target (annual) |
Red/Amber/Green |
|
Proportion of respondents who report that they are satisfied that South Essex Homes listens to tenant views and acts upon them |
Gauging how well resident feedback translates into action. |
63% |
60% |
|
|
Proportion of respondents who report that they are satisfied that South Essex Homes keeps them informed about things that matter to them |
Assessing how effectively residents are kept informed. |
73.2% |
74% |
|
|
Proportion of respondents who report that they agree South Essex Homes treats them fairly and with respect |
Ensuring South Essex Homes upholds equality and respect. |
81% |
83% |
|
|
Proportion of respondents who report that they are satisfied that South Essex Homes makes a positive contribution to the neighbourhood |
Measuring impact on community well-being. |
66.2% |
69% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Current rent arrears as % of rent due (Total rent for all residents minus rent we collect) |
Monitoring outstanding rent levels to assess trends and early intervention strategies. |
2.53% |
3.16% |
|
|
Collection rate for Temporary Accommodation (Total rent for all residents minus rent we collect) |
Ensuring payments are managed effectively to sustain temporary housing services. |
97.9% |
No target |
|
|
Number of Tenants in Rent Arrears |
Tracking the volume of affected households to refine support approaches. |
1,779 |
No target |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Number of stage 1 complaints received per 1,000 homes (includes Leaseholders) |
Gauging service satisfaction and identifying recurring issues. |
17.5 |
3.8 |
|
|
Number of stage 2 complaints received per 1,000 homes (includes Leaseholders) |
Gauging service satisfaction and identifying recurring issues. |
7.9 |
0.5 |
|
|
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
Ensuring complaints are dealt with efficiently and in line with residents' expectations. |
29.2% |
95% |
|
|
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
Ensuring complaints are dealt with efficiently and in line with residents' expectations. |
45.8% |
95% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure 2024/25 |
Performance Target (annual) |
Red/Amber/Green |
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with South Essex Homes approach to complaints handling |
Using feedback to refine complaint resolution processes. |
35.8% |
30% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Proportion of homes for which all required fire risk assessments have been carried out |
Ensuring all properties are assessed for fire safety. |
93.3% |
100% |
|
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
Monitoring asbestos safety compliance. |
100% |
100% |
|
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
Ensuring lift safety compliance for resident security. |
92.2% |
100% |
|
|
Proportion of homes that do not meet the Decent Homes Standard |
Identifying properties requiring upgrades to meet regulatory standards. |
1.9% |
1.8% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure 2024/25 |
Performance Target (annual) |
Red/Amber/Green |
|
Proportion of respondents who report that they are satisfied that their home is safe |
Measuring how secure residents feel in their homes. |
77.3% |
78% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Number of Emergency Repairs Completed in Month |
Monitoring urgent repairs completed to maintain safety. |
2,224 |
No target |
|
|
Responsive Repairs Completed in month per 1,000 Properties |
Tracking repair volume in relation to housing stock. |
926.4 |
No target |
|
|
Proportion of non-emergency responsive repairs completed with South Essex Homes target timescale |
Ensuring prompt response to critical repairs. |
72.7% |
95% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure 2024/25 |
Performance Target (annual) |
Red/Amber/Green |
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
Understanding tenant experiences and areas for improvement. |
71.8% |
70% |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Percentage of Supported Tenancies Sustained |
Measuring the effectiveness of tenancy support interventions. |
99% |
95% |
|
|
Average number of Referrals Received in Month to Housing Support |
Assessing the demand for housing support services. |
66 |
No target |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1 Cumulative) |
Performance Target (annual) |
Red/Amber/Green |
|
Approximate Value of Food Vouchers Issued |
Tracking financial assistance provided for essential needs. |
£1,876.64 |
£10,000 |
|
|
Funds Accessed by Tenants (DHPs, ELF, Hardship Fund, etc.) |
Monitoring financial support that helps residents maintain their tenancies. |
£8,720.88
|
£45,000 |
|
|
Performance Indicator (PI) |
Measurement Focus |
Performance Figure (Q1) |
Performance Target |
Red/Amber/Green |
|
Total open ASB cases |
Understanding the level of ASB cases recorded. |
202 |
No target |
|
|
Satisfaction with ASB service |
Monitoring resident feedback on the effectiveness and responsiveness of support and enforcement actions. |
72% |
70% |
|
|
Satisfaction with outcome of ASB Complaints |
To understand how satisfied residents are with the outcome of their ASB complaints and identify areas for improvement. |
63% |
67% |
|
|
Satisfaction with ease of reporting ASB |
To measure how easy residents find it to report ASB and highlight any barriers in the reporting process. |
81% |
72% |
|
|
Satisfaction with being kept up to date on ASB complaint by Tenancy/Community Safety Officer |
To assess how well officers keep residents informed during the ASB complaint process. |
70% |
70% |
|
|
New ASB Cases Reported |
Monitor the number of new ASB cases reported to identify trends and inform service planning and prevention activity. |
143 |
No target |
|