Service Area

Performance Standard

Measurement Methodology

Minimum Tolerable Level

Performance Bands

Standard Service Level

Report-ing Period

Measure-ment Period

Interim 1

Interim 2

Interim 3

Interim 4

Tenancy Mgmt

35

Efficiently manage the Mutual Exchanges process

Numerator: Total number of applications responded to within 28 days

Denominator: Total number of applications requiring a response

80%

83.00%

86.00%

89.00%

92.00%

95%

Monthly

Annually

36

Following the agreed procedures66, promptly deal with and discourage breaches of tenancy.  Note that this measure excludes cases of anti-social behaviour and hate crime.

Numerator: Number of  tenancy breaches in which the corrective action was taken within 5 Working Days (which includes the implementation of a plan to resolve longer term issues)

Denominator: Number of tenancy breaches

80%

83.40%

86.80%

90.20%

93.60%

97%

Monthly

Monthly

37

Following the agreed procedures67, promptly deal with and discourage nuisance and anti-social behaviour (such as noise nuisance, control of pets, garden and home condition management).

Numerator: Number of nuisance and anti-social behaviour cases in which the corrective action was taken within 3 Working Days

Denominator: Number of nuisance and anti-social behaviour cases  68

80%

83.40%

86.80%

90.20%

93.60%

97%

Monthly

Monthly

38

Following the agreed procedures69, promptly deal with and discourage hate crime (defined as, but not limited to racist, secular, sexist or homophobic) behaviour or domestic violence.

Numerator: Number of hate crime or domestic violence incidents in which the correct action was taken within 1 Working Day

Denominator: Number of hate crime or domestic violence incidents 70

80%

91.80%

93.60%

95.40%

97.20%

97%

Monthly

Annually