Financial Statements 2020 | 17
We take the safety and security of our customers seriously and ensure that compliance targets such as gas servicing are met without exception . However there is on-going work to improve the performance of our routine repairs where we have seen customer satisfaction levels fall below target . This includes improving the diagnosis of repairs in order to resolve them first time and better scheduling of jobs at the point of reporting to secure an appointment at a time convenient to the customer .
A number of specific value for money targets were agreed for 2019-20 and the table below sets out how we performed against each metric . As an ambitious and innovative organisation ; our value for money targets for 2019-20 were designed to deliver high performance and efficiencies in key areas of our operations , including maintenance , development and housing management . The results for the year are reflective of the challenging and changing operating environment . In setting the targets for 2020-21 Board continues to drive high performance whilst being cognisant of the on-going coronavirus related uncertainty and will keep targets under review throughout the year to ensure they remain appropriate and achievable .
Target 2020 Actual performance for 2020 Target 2021 Headline social cost per unit Reduce by 3 % over next 3 years
New supply ( delivery )
100 % of development schemes are handed over in line with agreed Homes England delivery targets
New supply ( financial )
Development cost contained within agreed budgets with a target to deliver a 10 % saving against budget for internally delivered ( via Accord construction services ) developed schemes
Maintenance
Maintenance cost per job completed reducing by 1 %
Void losses Reduce to 1 % over next 3 years
The cost per unit increased by 3.7 % between 2019 and 2020 . This was a combination of higher than anticipated property sales through the VRtB scheme and investment in planned property improvements and safety related maintenance .
Achieved - forecasts are updated and agreed with Homes England on a quarterly basis and the Board oversees performance against the approved programme timescales .
Two schemes completed in the year ; one was delivered within the Board approved budget and the other overspent due to unforeseen groundworks with all additional costs incurred being externally validated .
Achieved - demand for this service has increased by 25 % however productivity within our in-house team has seen the average cost per job reduce by 2.01 % and is now just below £ 100 per job .
Achieved - the Board oversaw a focussed voids improvement plan which resulted in a reduction from 1.16 % in 2019 to 0.70 % in 2020 within our Communities Directorate .
Increases to be contained within inflation
100 % of development schemes are handed over in line with agreed Homes England delivery targets
Development cost contained within agreed budgets with a target to deliver a 10 % saving against budget for internally delivered ( via Accord construction services ) developed schemes
Maintenance cost per job completed reducing by 1 %
Maintain void loss at below 1 %
Regulators value for money metrics
To perform above the mean average when compared to our peer group for the Regulatory VfM metrics
We performed better than the mean average in many of the indicators and where we don ’ t we understand the reasons for this , for example the new supply % was lower due to the timing of our development programme .
To maintain or improve performance relative for our peer group