The average time to re-let a general needs property answered 90.

answered 90.8% of all calls received for the year to date

(excluding the major work period) up to the end of After a number of permanent and bank staff members le

How were doing

September was 26.6 days. Performance decreased between
July and September, as a number of homes were re-let
following the completion of long-term major work. A review
of the voids process is currently being undertaken to address
a number of issues affecting our re-let periods and the
increased levels of empty homes.
we carried out a recruitment exercise using an assessme
centre process. Subsequently four new permanent mem
of staff joined at the end of September. An early review o
October performance has shown that some improvemen
in performance have already been achieved.
At the end of September our secure tenant rent arrears
stood at 1.017 million; arrears at the same point in 2013
stood at 1.124 million. Further work is being carried out
reduce the arrears debt.

Performance indicator How we did April- Target Traffic

last year September 2014-15 light
2013-14 2014-15

Repairs
% Emergency repairs completed within 24 hours 98.91% 99.2% >=99%
% Non-emergency repairs completed in target 97.19% 97.5% >=98%

Gas servicing
Properties with valid Landlords Gas Safety 99.90% 100.0% 100%
Certificate

Customer services
Calls received 87843 38484 no target
Percentage of calls answered 91.8% 90.8% >=95%
Average call waiting time (seconds) 47 54 <=25
% Residents complaints responded to 87.9% 93.3% >=90%
within target

Empty properties
Average time taken to re-let empty 21.1 26.60 <=23
properties

Rent collection
Collection excluding arrears brought 100.84% 99.52% 100.10%
forward

Grounds maintenance
% Estates passing estate inspection 97.3% 98.0% >=95%
standards

KEY: Target met Near to target Off target

We review our progress against challenging targets, across all areas of service. We monitor
our performance to measure our successes and identify areas for improvement.

We report information on our performance to the Board, and to our residents quarterly in
Link magazine, online and in our customer reception areas.

By Post Kensington and Chelsea TMO, Unit A, 292 Kensal Road, London, W10 5BE

By Telephone 0800 137 111, 020 3617 7080

Online www.kctmo.org.uk