Introducing repairs completion performance as a percentage reports
A suite of reports are available to measure the number of repairs successfully completed within a housing organisation's service level agreement targets. Focusing on an individual repair priority - emergency, urgent, routine or all reactive repairs - each report measures separately the number of repairs successfully completed against that priority, expressed as a percentage of the total number of such repairs conducted. The specific categorisation of repair priorities is decided at local level but the table below serves as a general framework. The results aim to provide the housing organisation with visibility of its performance on efficiency and reliability of its repair service - a key factor in promoting tenant satisfaction, upholding health and safety standards and maintaining the value of its assets.
To ensure accurate and consistent benchmarking at national level, the total repair time is calculated from when the repair is first reported by a tenant up to when the repair is actually completed i.e. not simply when the data is entered onto the system.
The derivation of the report uses the formula (X / Y) * 100, where:
X = the total number of repairs conducted year-to-date that were completed within the service level agreement target
Y = the total number of repairs completed year-to-date, irrespective of timescale.
By way of example, if say in the first six months of the year, 1000 emergency repairs were completed by the housing organisation, of which 900 were completed within target, the percentage of urgent repairs completed within target time would be calculated as: (900 / 1000) * 100 = 90%. Identical calculations would be conducted for urgent, routine and then collectively for all routine repairs.
Repair Priority |
Repair Activity Framework |
Emergency (Priority 1) |
|
Urgent (Priority 2) |
|
Routine (Priority 3) |
|
See related topics...