Key Performance Indicators

The Key Performance Indicators (KPI’s) have been agreed by One Vision Housing customers and Board.

They are a vital part of measuring performance, they allow us to monitor our services and ensure that  a consistent level of quality is maintained.

Each KPI has a target which OVH intends to meet by the end of the year, and can be seen as a red line on each of the graphs which are featured on this page. They are updated on a monthly basis, so please return to this page to view the latest updates.

These primary KPI’s are based on the topics most important to our customers:

Average number of days taken to complete repairs (target = 6 days)

% of repair appointments made & kept (target = 99%)

 % satisfied with the repairs service (target = 95%)

% satisfied with gas servicing (target = 96%)

% of properties with a valid gas safety certificate (target = 100%)

 Rent arrears of current tenants (target = 2.50%)

Average number of days to relet void properties (target = 28 days)


% satisfaction with outcome of ASB (target = 91%)

% dwellings failing to meet Decent Homes standard (target = 0%)