Strategic Report (continued) Key Performance Indicators (continued) % rent lost through L 1.00 1.25 N 1.22 vacant dwellings Property Services: Percentage of gas servicing certificates H 100.00 100.00 Y 100.00 completed Percentage of solid fuel servicing certificates H 100.00 100.00 Y 100.00 completed Percentage of repairs H 97.00 97.50 Y 97.27 fixed first time Percentage of appointments kept H 99.25 99.11 N 97.25 against appointments made Average number of L 30 33.03 N 36.08 days to re-let housing * Homes for Northumberland Limited promotes its Complaints process to customers with a view to increasing the number of complaints as a driver of service improvement, therefore an increased number of complaints is a positive result. Risks and Uncertainties The table below sets out the key risks faced by Homes for Northumberland Limited: Assessment of change Risk Impact in risk from 2013/14 Mitigation of risk Activities in Breaches of the law The mitigation measures Provision of external Neighbourhood Services put in place have legal training for all Detriment to Homes are not in line with successfully mitigated Neighbourhood for Northumberland documented procedures. the risk. Services staff. customers Limited’s Commissioned a Loss of This is supported by a review of all of the Northumberland recent audit review on policies and County Council procedures in procedures in confidence in Homes Neighbourhood Services. Neighbourhood for Northumberland Services. Limited Increased resources in the team through the introduction of agency staff. Focus on new business Performance monitoring Delivery of core Recruited additional leads to impairment in (as presented above) services decline staff to deliver new those services that indicates that, overall, business to ensure that Detriment to Homes represent Homes for performance metrics there are adequate for Northumberland Northumberland related to Homes for resources to maintain Limited’s customers Limited’s core activities. core core activities. Loss of Northumberland’s activities have improved Northumberland Reviewed strategic during 2014/15. This County Council performance suggests that the risk confidence in Homes information has diminished during for Northumberland requirements and the year. reporting regime for Limited 2014/15 to ensure that adequate focus is on core activities.
Strategic Report (continued) Key Performance Indicators (continued) % rent lost through vacant dwellings L 1.00 1.25 N 1.22 Property Services: Percentage of gas servicing certificates completed H 100.00 100.00 Y 100.00 Percentage of solid fuel servicing certificates completed H 100.00 100.00 Y 100.00 Percentage of repairs fixed first time H 97.00 97.50 Y 97.27 Percentage of appointments kept against appointments made H 99.25 99.11 N 97.25 Average number of days to re-let housing L 30 33.03 N 36.08 * Homes for Northumberland Limited promotes its Complaints process to customers with a view to increasing the number of complaints as a driver of service improvement, therefore an increased number of complaints is a positive result. Risks and Uncertainties The table below sets out the key risks faced by Homes for Northumberland Limited: Risk Impact Assessment of change in risk from 2013/14 Mitigation of risk Activities in Neighbourhood Services are not in line with documented procedures. Breaches of the law Detriment to Homes for Northumberland Limited’s customers Loss of Northumberland County Council confidence in Homes for Northumberland Limited The mitigation measures put in place have successfully mitigated the risk. This is supported by a recent audit review on procedures in Neighbourhood Services. Provision of external legal training for all Neighbourhood Services staff. Commissioned a review of all of the policies and procedures in Neighbourhood Services. Increased resources in the team through the introduction of agency staff. Focus on new business leads to impairment in those services that represent Homes for Northumberland Limited’s core activities. Delivery of core services decline Detriment to Homes for Northumberland Limited’s customers Loss of Northumberland County Council confidence in Homes for Northumberland Limited Performance monitoring (as presented above) indicates that, overall, performance metrics related to Homes for Northumberland’s core activities have improved during 2014/15. This suggests that the risk has diminished during the year. Recruited additional staff to deliver new business to ensure that there are adequate resources to maintain core activities. Reviewed strategic performance information requirements and reporting regime for 2014/15 to ensure that adequate focus is on core activities.
HfN-Financial-Statements-2014-15-Final.docx