Key Performance Measures 2023-24

The Housing Registrar introduced new KPMs for 2023-24 reporting, including revised definitions and counting rules. Sector KPM results from previous years are available in our KPM archive.

Sector operations

Staff turnover – staff who left registered agencies during the financial year in proportion to number of staff employed at year's end.

Re-let time – the average number of days taken by registered agencies to re-let homes that were ready for a tenant to move in (tenantable) or required significant cleaning or maintenance prior to tenanting (untenantable).

Occupancy rate – tenanted homes as a percentage of average capacity during the financial year.

Tenant specific performance

Rent arrears – rent overdue to registered agencies at 30 June as a percentage of total rent charged during the financial year.

Evictions – total evictions during the financial year as a proportion of tenancies at 30 June.

Repairs – the percentage of urgent repairs completed within 24 hours and non-urgent repairs completed within 14 days of receiving a tenant request for maintenance.

Complaint resolution – the percentage of complaints from tenants and prospective tenants resolved by registered agencies within 30 days.

Tenant satisfaction

Registered agencies are required to survey tenants at least once every two years on the following questions:

• Housing services – Taking everything into account, how satisfied or dissatisfied are you with the services provided by [registered agency]?
  
• Consideration of views – How satisfied or dissatisfied are you that your views are being taken into account by [registered agency]
  
• Maintenance – Generally, how satisfied or dissatisfied are you with the way [registered agency] deals with repairs and maintenance?

In 2023-24, 16 registered agencies surveyed 5,931 tenants. 38.6 per cent (2289 tenants) of those tenants responded.