Key Performance Measures

Sector operations

Staff turnover – staff who left registered agencies during the financial year as a percentage of average number of staff employed during that year.

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

Tenancies maintained – the proportion of long-term housing tenants who remained housed with their registered agency for the entire financial year.

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

Evictions – evictions¹ as a proportion of tenancy exits from community housing during the financial year.

Urgent repairs – the percentage of urgent repairs completed by registered agencies within 24 hours of receiving a tenant request for maintenance.

Non-urgent repairs – the percentage of non-urgent repairs completed by registered agencies 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 2022-23, 25 registered agencies surveyed 15,853 tenants. Thirty-nine per cent (6,146 tenants) of those tenants responded.

---

¹Evictions are defined under this KPM as ‘a warrant of possession is issued (purchase of warrant) and the tenancy is subsequently terminated’