This report covers performance from April 2011 until the end of October 2011.
Enhancing and sustaining and environment in which people want to live, work and visit

The number of missed bins per 100,000 collection 

The number of missed bins to October 2011, stood at 90 with the current target being 140. This represents a significant improvement in performance compared to the same period last year. The number of missed bins during the reporting period was 1,954 from a total number of recorded households of 71,525. Work is continuing with staff and trades unions to sustain improvement.

Special uplifts completed within 5 working days

Special uplift performance to October 2011 is 98% of uplifts being collected within 5 days, which exceeds our target of 95%. The number of special uplifts completed within timescale during the reporting period was 10,335, from a total number of service requests of 10,570.

Assessment survey scores of cleanliness in public spaces 

A bi-monthly assessment is undertaken of the street cleanliness in the Council area and an overall ‘score’ is determined for the area. This is part of Audit Scotland’s collection of performance information for this aspect of service delivery. Our performance in 2010/11 produced an average score of 72. Performance from April to October 2011 is 72, which is a little below our service target set at 73.

The % of the vehicle fleet which has reduced emission technology

As part of our commitment to sustainability, the Council now has 100% of its vehicle fleet operating with reduced-emission technology. Our fleet comprises 508 vehicles. The Council is taking delivery of a small number of all electric battery powered and hybrid vehicles, following an allocation of monies from the Scottish Government to the Community Planning Partnership. We have just received confirmation from the Scottish Government of an allocation of new monies to support the procurement of additional electric vehicles and supporting infrastructure.

Increasing our efforts to tackle disadvantage and discrimination

Voids

Rent loss due to voids as a percentage of the total rent due was 0.75% between April 2011 and October 2011. This continues the trend of improving performance in recent years and is better than the Service target of 0.85%. The total rent due to the end of October 2011, stood at £24,823,332.69 of which £186,120.62 was rent loss due to voids.

Average relet time – all properties

Performance for the year to date stands at 24 days, set against a target of 30 days. Latest performance shows an improvement when compared with 2010/11 and continues the improving trend of recent years. The total number of properties let during the period was 703.

Repairs

Performance in completing all repairs on time has been improving since 2006/07. Performance to October 201s1 was 94.7% of jobs completed on target. The service target for this indicator is 96%. This relates to 44,906 jobs which were completed on target from a total of 47,425 jobs during the reporting period.

Emergency Repairs 

The percentage of emergency repairs completed on target stood at 97% for the period April 2011 to October 2011. Performance for the year to date is on target. The total number of emergency repairs for the year to date is 19,146, of which 18,852 were completed on target.

Recalls

Recalls as a percentage of all jobs ordered for the period April 2011 to October 2011, stood at 0.21%. This is ahead of our target of 0.75%. The total repairs issued during the year to date were 36,617. Of these repairs 76 resulted in recalls.

Appointment Keeping

In appointments system for technical inspections and general maintenance repairs ensures that a customer focused service is provided. Of those appointments arranged from April 2011 to October 2011, 99.8% were attended on the appointed date. This relates to 14,375 appointments which were scheduled during that period; 14,340 of which were kept.

% of Homeless decision notifications issued within 28 days

The percentage of homeless decision notifications issued within 28 days for the period April 2011 to October 2011 was 93.6%, which was ahead of our target of 85%. The total number of people assessed as homeless or threatened with homelessness was 723; of this, 677 were assessed and notified within the 28 day target. This compares with 81.7% for the same period last year.

% of Cases re-assessed as homeless or potentially homeless within 12 months of the previous case being completed

The number of cases re-assessed as homeless, or potentially homeless within 12 months of the previous case being completed as a proportion of all cases assessed as homeless or potentially homeless, was 4.1% for the period April 2011 to October 2011, set against a service target of 3%. The total number of people assessed as homeless during the period was 603, of which, 25 were reassessed. All cases that re-present continue to be monitored by the Service.

% of Sustained New Tenancies

Performance between April 2011 and October 2011 shows 90.5% of new tenancies sustained, which is below the service target set at 92%. The total number of new tenancies for the year to date stood at 1,280, of which 1,158 had been sustained for at least 12 months. Work is continuing with other agencies and services to identify targeted support and assistance available to new tenants to help them sustain their tenancy.

% of Homeless Applicants assessed as in priority need

This indicator demonstrates progress towards the target of abolishing the priority need test by 2012, as determined by the Homelessness etc (Scotland) act 2003. This has included the introduction of the Housing Support Needs Matrix. During the year to date, performance stands at 89.2%, set against a service target of 90%. The total number of applicants for the year to date stood at 603, of which 538 were assessed as in priority need. Rather than undertaking an immediate homelessness assessment, the service enables initial interviews at ARC to assess and advise clients on the provision of available housing options. This approach helps to more clearly identify and assist clients seeking to establish a new household, while also identifying those who are genuinely homeless and in priority need, for whom an assessment is then undertaken.

Continuing to improve the health, safety and wellbeing of our citizens and communities

Gas Safety Checks Completed on Target

100% of gas safety checks were completed within statutory timescales between April 2011 and October 2011. This sustains 2010/11 performance and continues the improvement in performance on this indicator since 2006/07. A total of 7,956 gas safety checks were undertaken during the reporting period.

Number of days lost through Health & Safety incidents 

The number of days lost through health & safety incidents/accidents continues to reduce. Between April – September 2011, 386 days had been lost through health and safety incidents. This represents approximately 1% of the Service’s total number of absence days. The Service therefore remains well placed to remain below its target of 1,100 days for the year, which demonstrates continuous improvement in this area year on year.

Our Values

Management Indicators

Considerable effort has been made to reduce absence levels across the Service. For the period April to September 2011, former APT&C absence levels were at 3.2%, which is well below our target of 4%. As detailed in previous reports to the Joint Consultative Committee, we have looked at determining a specific target for parts of our workforce. With this in mind, we set a local interim target of 5.5% for Craft absence. Craft absence stood at 6.8% for 2010/11, and this has now dropped to 5.4% for the period April to September 2011. These figures will be closely monitored and the local target will be reviewed as appropriate.

The following table provides a further analysis of Service sickness absence levels since 2007/08. This is set against a target of 4%, although we use a local target of 5.5% for former craft and manual employees. The graph demonstrates the improvement the Service has achieved in reducing sickness absence. From the following table we can see the level of sickness absence for all staff groups within the service has reduced between 2007/08 and the current year to date.

Managers continue to work with employees and Trade Unions to further reduce absence levels across the service, using a number of initiatives and involving the Council’s Occupational Health Service as appropriate. Early intervention will continue to be undertaken on sickness absence wherever possible, ensuring that communication is maintained with employees throughout any period of absence. Managers are continually reminded of the need to monitor and review absence in accordance with the Council’s policy, receiving training and support as required.

FOI Enquiries

The Service dealt with 96% of its FOI enquiries within the required period for the period April 2011 to October 2011. This related to a total of 87 enquiries during the period. Two enquiries were not closed off within the Council’s Customer Relationship Management System in time and as a result caused a drop in performance.

Customer Complaints 

With regard to customer complaints, 89% were dealt with within the required period during April to October 2011, which is now ahead of our target of 85%. Of the 2,295 complaints / enquiries being received during the period, 2,035 were responded to and closed within target. Arrangements have been put in place to ensure the Council’s procedures and processes are being consistently applied and thus should ensure sustained improved performance

% of Customers who rate our services average or above 

The Service undertakes a monthly programme of customer feedback, involving both internal and external customers. Performance is measured by customers who rate our services average or above and is sourced from questionnaires and from feedback on the Council’s Contact Centre and ICT Servicedesk. Performance on all elements of customer satisfaction has exceeded their target level of 90% satisfaction. The chart includes a new satisfaction indicator for our voids service on new tenancy visits. Performance on this indicator for the reporting period stood at 92% which compares favourably with 2010/11 which stood at 91%. The new indicator measures the satisfaction of new tenants through a tenancy visit or by phone.

Conclusions

This report, on the whole, demonstrates the steady improvement the Service has made, with 20 indicators showing improvement or where performance is steady. The service continues to perform well and compares favourably with previous year’s performance.