1. Management Committee Wednesday, 29 th October 2014 Review Key Performance Indicators 2014/15 to 30 th September 2014

2. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 COMMITTEE CONTROL & ACCOUNTABILITY (1) Area of PerformanceTarget300914 % of MC present at meetings Min attendance at training by new MC during 1 st year Training attended by experienced Committee 74% Induction = 0% 1 session 50% 4 MC members completed 3 or more 50% 70% Induction + 2 sessions 3 sessions

3. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 COMMITTEE CONTROL & ACCOUNTABILITY (2) Area of PerformanceTarget300914 % of Tenant Members % of Tenant Members on Committee % of non local residents on Committee with specific expertise % of Local Residents on Committee 50% 25% 80% 65% 15% 20% 25%

4. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 CORPORATE SERVICES (1) Area of PerformanceTarget300914 Completion of minutes following meetings Percentage of total staff attendance time lost due to sickness absence Percentage of times MC papers issued 5 days prior to meeting 0.25% 84%100% within 4 working days 0.5% 100%

5. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 CORPORATE SERVICES (2) Area of PerformanceTarget300914 % of stage 1 complaints (including equalities issues) responded to in full – resolved % of stage 2 complaints (including equalities issues) responded to in full – resolved % of stage 1 complaints responded to in full within timescale (5 working days) % of stage 2 complaints responded to in full within timescale (20 working days) 100%

6. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 CORPORATE SERVICES (2) Area of PerformanceTarget300914 Frequency of Cernach News Membership attendance at AGM Report on Risk Management Activity At least 3 per year 10% Six Monthly 2 10% Achieved

7. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 FINANCE Area of PerformanceTarget300914 Report on Treasury Management Activities Prepare Management Accounts AchievedAnnually Quarterly Achieved

8. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 STAFFING Area of PerformanceTarget300914 Staff Performance Reviews AchievedMthly 1-2-1’s Fire DrillsSix monthlyNot Achieved

9. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 HEALTH & SAFETY Area of PerformanceTarget300914 H&S Audit compliance report updated & presented to Staffing Sub-Committee AchievedQuarterly

10. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 HOUSING MANAGEMENT (1) Area of PerformanceTarget300914 Number of lets to GCC for temporary furnished tenancies % of total rental income lost through voids (General Needs) Avg time to re-let voids (General Needs) % of total rental income lost through non technical arrears 5 calendar days 0.08% 4 0.5% 7 calendar days 3% 4 2.8%

11. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 HOUSING MANAGEMENT (2) Area of PerformanceTarget300914 % of total non-technical arrears as a % of net rental income (net of HB) Percentage of arrangements in place where tenant has arrears of more than one month’s rent % of new housing for rent occupied within 7 days of handover % of settling in visits for new tenancies 4.0% 95% 7% 100% N/A 100%

12. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 HOUSING MANAGEMENT (3) Area of PerformanceTarget300914 Where notice of termination is given, percentage of pre termination visits carried out within 5 days Avg time for AHO to acknowledge housing application form Avg time from receipt of application to advising applicant if they have been added to list 100% 4 calendar days 14 calendar days 4 calendar days 1 calendar days

13. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 HOUSING MANAGEMENT (4) Area of PerformanceTarget300914 Avg time for HO to acknowledge receipt of a neighbour complaint Avg time for HO to investigate & respond to a neighbour complaint % of unsatisfactory gardens % of unsatisfactory closes % of unsatisfactory common areas (environmental contract) 2 working days 5 working days 0% 2 working day 4 working days 2% 8% 7%

14. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 HOUSING MANAGEMENT (5) Area of PerformanceTarget300914 50% 20% Annually – Apr 33% Achieved % of lets to Internal Transfers % of GCC Section 5 Referrals Report on allocations Report on mutual exchanges, sub-letting, lodgers Report on Right to Buy 29%

15. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 MAINTENANCE (1) Area of PerformanceTarget300914 Percentage of repairs completed within target for emergency repairs Percentage of repairs completed within target for RTR Percentage of non-emergency repairs completed within target (3 working days) Percentage of repairs completed ‘right first time’ 100%

16. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 MAINTENANCE (2) Area of PerformanceTarget300914 Vacant awaiting repairs between lets Percentage of random post inspections Percentage of tenant satisfaction questionnaires extracted & reported by MA 7 calendar days 20% 15% 5 calendar days 20%

17. Internal Management Plan Review 2013-2016 Key Performance Indicators 2014/15 MAINTENANCE (3) Area of PerformanceTarget300914 Avg time for MA to acknowledge a request to carry out Alteration Avg time for MO to investigate & respond to receipt of completed application to carry out alteration Percentage of live gas properties with current CP12 2 working days 7 working days 100% 1 working day 3 working days 100%

18. Action to Follow… Recognise achievements to date in 2014/15 and continue to monitor and improve performance during the remainder of the year