Financial Statements 2016 | Page 59

Key operational indicators General Needs Year 2015/16 2014/15 2013/14 2012/13 Accord Group % of rent debit in arrears % of rent debit lost due to voids Average re-let time (days) 2.69 0.96 25 2.93 1.05 27 2.58 1.10 28 3.35 0.72 31 Accord Housing Association % of rent debit in arrears % of rent debit lost due to voids Average re-let time (days) 1.85 0.94 32 2.23 1.22 29 1.95 1.15 29 2.04 0.92 27 Year Supported Housing 2015/16 2014/15 2013/14 2012/13 Accord Group % of rent debit in arrears % of rent debit lost due to voids Average re-let time (days) 1.41 7.54 38 0.67 6.88 31 1.61 7.29 33 2.32 5.86 34 Accord Housing Association % of rent debit in arrears % of rent debit lost due to voids Average re-let time (days) 0.30 8.60 61 0.45 4.02 46 1.14 4.91 69 0.39 4.13 54 Year Accord Group % first time fix repairs completed % customer satisfaction in respect of repairs % repairs appointments kept Accord Housing Association % first time fix repairs completed % customer satisfaction in respect of repairs % repairs appointments kept 2015/16 2014/15 2013/14 92.7 98.7 97.1 94.0 96.0 96.2 92.2 99.0 97.2 97.1 98.7 97.1 94.0 96.0 96.2 91.5 99.1 97.4 The Group’s Corporate Asset Management team continues to measure its performance using a set of customer centric key performance indicators to ensure that performance is measured in the context of the service provided to customers. The Group’s average creditor payment period at 31 March 2016 was 27 days (2015: 30 days). Financial Statements 2016 57