Introducing repairs appointment performance as a percentage reports
The aim of these reports is to understand how effectively a housing organisation is managing and honouring repair appointments with tenants, and also that the link between a repair order and the offer of an appointment is an integral part of the tenant engagement activities - further influencing factors in promoting overall tenant satisfaction.
The suite of reports measure two key metrics: the number of appointments kept as a percentage of the number that were actually booked, and the number of appointments scheduled as a percentage of repairs orders processed.
By way of explanation, an appointment is an arrangement to carry out a responsive repair or associated service on a specific date. Anything exceeding a half day slot is not considered to be an appointment and is excluded from the calculation. Appointments are typically made to conduct urgent and routine repairs, whether inside or outside of the property, as well as for communal areas (where an appointment is made with, say, a caretaker). Where a repair requires multiple separate visits to complete the work, all appointments for each separate visit should be counted. In contrast, if a repair is conducted over multiple continuous working days, the appointment is counted as a single event and taken as the time slot when the operative is due to arrive on the first day 
1.
To ensure accurate and consistent benchmarking at national level, an appointment is considered as honoured if the contractor arrives within the specific time slot provided to the tenant i.e. an appointment is treated as broken if the contractor arrives at, say, midday for a scheduled slot between 9-11.
The derivation of the Appointments kept as a percentage of appointments made report uses the formula (A / B) * 100, where:
A = the number of repairs appointments honoured
B = the total number of repairs appointments made.
By way of example, if say in the first six months of the year, 1000 appointments were made, and 800 of these were honoured, the percentage of appointments honoured would be calculated as: (800 / 1000) * 100 = 80%.
The derivation of the Appointments made as a percentage of repairs orders report uses the formula (X / Y) * 100, where:
X = the number of repairs appointments made
Y = the total number of non-emergency responsive repairs orders issued during the benchmarked period.
By way of example, if say in the first three months of the year, 2000 non-emergency repairs orders were raised, of which appointments were made for 1000 of these, the percentage of repairs orders with an appointment would be calculated as: (1000 / 2000) * 100 = 50%.
Note
1 These report metrics exclude emergency repairs and repairs to voids, as well as appointments for planned, programme or cyclical works and pre- / post-inspections.
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