Appendix 1 Key Performance Indicator – Thurrock Council KPI's Repairs Reporting Objective Performance Measure Target Contractor frequency % Emergency orders attended by the 100% service provider within 4 hours % Urgent orders attended by the 95% Prompt service provider within 24 hours response to Monthly repair % Routine orders requests attended by service 95% provider within 72 hours % Standard orders attended by service 95% provider within 5 calendar days % Breakdowns (all priorities) fully >85% resolved at first visit Prompt % Breakdowns unable repair to to fully repair at first breakdowns visit where satisfactory >90% Monthly (first time temporary solution fix implemented % All breakdowns fully resolved within 5 >100% Working days Number of upheld <2 Monthly complaints Satisfied Invoice submitted customers within 30 days of all 100% Monthly completed repair
Appendix 1 – Key Performance Indicator Thurrock Council KPI's Repairs Objective Performance Measure Target Contractor Reporting frequency Prompt response to repair requests % Emergency orders attended by the service provider within 4 hours 100% Monthly % Urgent orders attended by the service provider within 24 hours 95% % Routine orders attended by service provider within 72 hours 95% % Standard orders attended by service provider within 5 calendar days 95% Prompt repair to breakdowns (first time fix % Breakdowns (all priorities) fully resolved at first visit >85% Monthly % Breakdowns unable to fully repair at first visit where satisfactory temporary solution implemented >90% % All breakdowns fully resolved within 5 Working days >100% Satisfied customers Number of upheld complaints <2 Monthly Invoice submitted within 30 days of all completed repair 100% Monthly
ps2018121-itt-fireprevention-appendix2-v01.docx