Resourcing – the number of full-time equivalent (FTE) staff in frontline tenancy management roles and all other roles at the end of the financial year.
Re-let time – the average number of days taken to re-let homes that were ready for occupation (tenantable) or required maintenance before occupation (untenantable).
Occupancy rate – the proportion of days homes were occupied, based on the average maximum tenancies in the last two financial years.
Rent arrears – rent overdue at 30 June as a percentage of total rent charged during the financial year.
Eviction rate – total evictions1 during the financial year as a proportion of tenancies at 30 June.
Repairs completed on time – 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 within 30 days.
Tenant satisfaction – registered agencies are required to survey tenants at least once every two years regarding their housing services, complaints management, repairs and maintenance, and tenant engagement. Total satisfaction score is calculated using a scale where 4 is very satisfied and 0 is very dissatisfied.
1Evictions are defined under this KPM as being where ‘a warrant of possession is issued (purchase of warrant) and the tenancy is subsequently terminated’
