Introducing repairs completion time as an average reports
This metric is presented in a single report and analyses the amount of time, on average, tenants have been actually waiting for repair work to be completed, and can be used to benchmark the efficiency of delivering a repair service in comparison to national and sector figures. The report measures the average number of calendar days between the responsive repair being requested and its satisfactory completion. To ensure accurate and consistent benchmarking at national level, the calculated result includes the day of request and the day of completion.
The results aim to provide the housing organisation with visibility of its performance on improving customer satisfaction levels through the reduction of tenant waiting times.
The derivation of the report uses the formula (X / Y), where:
X = the sum of the total number of calendar days taken to complete responsive repairs in the defined reporting period
Y = the total number of responsive repairs completed in the defined reporting period.
By way of example, if say in the first six months the total time taken to complete 450 repairs was 900 calendar days, the average end-to-end time would be calculated as: (900 / 450) = 2 days.
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