Service Area

Performance Standard

Measurement Methodology

Minimum Tolerable Level

Performance Bands

Standard Service Level

Reporting Period

Measure-ment Period

Interim 1

Interim 2

Interim 3

Interim 4

Tenancy Mgmt

33

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

34

Following the agreed procedures97, promptly deal with and discourage nuisance and anti-social behaviour (such as drug dealing, 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 98

80%

83.40%

86.80%

90.20%

93.60%

97%

Monthly

Monthly

35

Following the agreed procedures99, 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 100

80%

83.40%

86.80%

90.20%

93.60%

97%

Monthly

Annually

36

Visit a minimum of 20% of tenancies per annum, with 100% of tenancies visited over a 5 year period

Numerator: Number of tenancy visits made in previous year less those tenants visited for audit purposes in the previous 4 years

Denominator: Number of tenancies divided by 5

90%

91.80%

93.60%

95.40%

97.20%

99%

Monthly

Annually

37

Visit 100% of introductory tenancies during the period of the Introductory Tenancy

Numerator: Number of introductory tenancies visited in the period excluding duplicate visits

Denominator: Number of introductory tenancies granted in the period

90%

91.80%

93.60%

95.40%

97.20%

99%

Monthly

Annually