Rent Arrears
- Gross Rent Arrears will not exceed 1.30% of the budgeted weekly rental income.
- Rent owed by tenants and former tenants (before any unrecoverable write offs) excluding payments (primarily housing benefit) due to be received shortly after the end of the rent payment week.
Anti-Social Behaviour
- WGHC aimss to investigate and respond to reports of anti-social behaviour within 20 working days.
- Committee have approved a benchmark of 90% resolution within the target time, i.e. 20 working days.
Service Complaints
- Committee have approved a benchmark of 95% resolution to service complaints within the target times below:
- Stage 1: Complaints resolved within 5 working days (unless an extension is agreed with the complainant)
- Stage 2: Complaints resolved within 20 working days (unless an extension is agreed with the complainant)
Tenant Support / Sustainment Visit
- Housing Management Team to understand the needs of any identified vulnerable tenants who should receive Housing Officer visits to ascertain their needs
- Housing Management Team to liaise with as many external agencies as required (for as long as is needed) to offer support and improve tenant sustainment
- Visits arranged (minimum) of 2 per week, or 8 per month, or 24 per quarter
Damp, Mould & Condensation Reports
- All reports of Damp or Mould to be visited within 2 working days of report
- All reports of Condensation to be visited within 10 working days of report
- Report and Action Plan to be provided to reporting tenant within 3 working days of the survey visit
- All cases to be ‘followed up’ within 60-90 days after remedial works
Property Relet Time
- To maximise rental income and minimise rent loss as a result of empty properties
- Committee have approved an average property relet time of 14 days (2 weeks)
Compliance with WGHC Tenant Charter
- Compliance with the Tenant Charter @ 100%
- Time taken to acknowledge / respond to tenant complaints , issues, problems or general communications received by e-mail or via the WGHC website
Statistical Reporting
- WGHC Staff to ensure that ALL required statistical reports / returns are completed weekly, monthly, quarterly as required
- All statistics to be accurately reported within 2 working weeks after a quarter/period end
Void Spend, per property
- The cost of making a WGHC property lettable to the standards as identified within the WGHC Tenancy Management Policy, Appendix 1, pages 40 to 48
- (Based upon budgeted 24 voids per year)
- £2,500 per void
Common Stair Inspections
- Inspection, recording and logging of stair inspections within all 13 common stairs across the WGHC estate
- Using I-Auditor software reporting tool, inclusive of date/time stamped photographs
Estate Management Visits
- Inspection, recording and logging of estate management within all 17 streets across the WGHC estate
- Using I-Auditor software reporting tool, inclusive of date/time stamped photographs
Biennial Asset Management Visits
- Recording and logging of property condition within all 372 properties across the WGHC estate
- Each property to be visited at least once every 2 years to assess both internal and external property condition
- Roof, gutters, downpipes, walls, render, external windows & doors, garden, pathways & drives, fences and drains
- Internal doors, kitchen, bathroom, extractor fans, boiler, central heating, internal windows, walls, ceilings and floors
Average days to respond to a non-emergency repair
- 5.0 day response time from report to completion of a non-emergency repair
Average hours to respond to an emergency repair
- 3.0 hour response time from report to completion of an emergency repair
PRE and POST Repair Inspections
- 10% of all reported repairs to have a ‘pre-inspection’ i.e. be seen prior to appointment of contractor
- 10% of all reported repairs to have a ‘post-inspection’ i.e. be seen during or after the completion of the repair
Contractor Management
- All key / most frequently used contractors to have Biannual performance meetings
- Contractors to be seen twice a year to ensure strong performance.
- Meetings to be held in July and February of each reporting year
Tenant Satisfaction with Home
- All new or changed tenancies to be seen within 6 weeks of commencement of tenancy
- To achieve Tenant Satisfaction of 95% with their home