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 time taken to complete repairs (target = 7 days)
Repair appointments made and kept (target = 100%)
 Satisfaction with the repairs service (target = 99%)
Satisfaction with gas servicing (target = 98%)
Properties with a valid gas safety certificate (target = 100%)
 Rent arrears of current tenants (target = 4.76%)
Average number of days to relet properties (target = 14 days)
Satisfaction with the outcome of ASB case (target = 89.5%)
Dwellings meeting the Decent Homes standard (target = 100%)