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