PI’s: Overall Satisfaction Satisfaction: Overall Service TP01 GN: Overall satisfaction General Needs tenants TP01 HfOP: Overall satisfaction HfOP tenants TP01 LCRA: Overall satisfaction LCRA tenants

PI’s: Overall Repairs Service Satisfaction: Overall Repairs Service TP02 GN: Satisfaction with repairs General Needs tenants TP02 HfOP: Satisfaction with repairs HfOP tenants TP02 LCRA:

PI’s: Time Taken for Repairs Satisfaction: Time Taken for Repairs TP03 GN: Satisfaction with time taken to complete most recent repair – General Needs tenants

PI’s: Well Maintained Home Satisfaction: Well Maintained Home TP04 GN: Satisfaction that the home is well maintained – General Needs tenants TP04 HfOP: Satisfaction that

PI’s: Keeping Tenants Informed Satisfaction: Keeping Tenants Informed TP07 GN: Satisfaction that landlord keeps General Needs tenants informed TP07 HfOP: Satisfaction that landlord keeps HfOP

PI’s: Listens & Acts Satisfaction: Listens & Acts TP06 GN: Satisfaction that landlord listens and acts – General Needs tenants TP06 HfOP: Satisfaction that landlord

PI’s: Safe Home Satisfaction: Safe Home TP05 GN: Satisfaction that the home is safe – General Needs tenants TP05 HfOP: Satisfaction that the home is

PI’s: Treated Fairly & With Respect Satisfaction: Treated Fairly & With Respect TP08 GN: Satisfaction that landlord treats General Needs tenants fairly and with respect

PI’s: Complaints Handling Satisfaction: Complaints Handling TP09 GN: Satisfaction with complaint handling General Needs tenants TP09 HfOP: Satisfaction with complaint handling HfOP tenants TP09 LCRA:

PI’s: Communal Areas Satisfaction: Communal Areas TP10 GN: Satisfaction that the landlord keeps communal areas clean and well maintained – General Needs tenants TP10 HfOP:

PI’s: Neighbourhood Contribution Satisfaction: Neighbourhood Contribution TP11 GN: Satisfaction with landlord contribution to neighbourhood – General Needs tenants TP11 HfOP: Satisfaction with landlord contribution to

PI’s: Handling of ASB Satisfaction: Handling of ASB TP12 GN: Satisfaction with landlord handling of ASB – General Needs tenants TP12 HfOP: Satisfaction with landlord

PI’s: Quality of Home Satisfaction: Quality of Home STA 002 GN: Percentage of tenants satisfied with the overall quality of their home – General Needs

PI’s: Neighbourhood as a Place to Live Satisfaction: Neighbourhood as a Place to Live STA 003 GN: Percentage of tenants satisfied with their neighbourhood as

PI’s: Rent VFM Satisfaction: Rent Value for Money STA 004 GN: Percentage of tenants satisfied with the value for money for their rent – GN

PI’s: Service Charges VFM Satisfaction: Service Charges Value for Money STA 005 GN: Percentage of tenants satisfied with the value for money for their service

PI’s: Easy to Deal With Satisfaction: Easy to Deal With STA 009 GN: Percentage of tenants satisfied landlord is easy to deal with – GN

PI’s: Net Promoter Score Satisfaction: Net Promoter Score NPS GN: Net Promoter Score (NPS) GN NPS HfOP: Net Promoter Score (NPS) HfOP/Sheltered Rationale, Definition &

PI’s: Stage 1 Complaints Satisfaction: Stage 1 Complaints CH01 Stage1: Stage 1 complaints per 1000 homes Rationale, Definition & Worked Example Below you can find

PI’s: Stage 2 Complaints Satisfaction: Stage 2 Complaints CH01 Stage2: Stage 2 complaints per 1000 homes Rationale, Definition & Worked Example Below you can find

PI’s: Stage 1 Complaints in Timescales Satisfaction: Stage 1 Complaints in Timescales CH02 Stage1: Stage 1 complaint responses within timescales Rationale, Definition & Worked Example

PI’s: Stage 2 Complaints in Timescales Satisfaction: Stage 2 Complaints in Timescales CH02 Stage2: Stage 2 complaint responses within timescales Rationale, Definition & Worked Example

PI’s: ASB Cases Satisfaction: ASB Cases NM01 ASB: ASB cases per 1000 homes Rationale, Definition & Worked Example Below you can find information regarding the

PI’s: Hate Incidents Satisfaction: Hate Incidents NM01 Hate: ASB cases (Hate incidents) per 1000 homes Rationale, Definition & Worked Example Below you can find information

PI’s: Vacant Dwellings Rent Lost Allocations & Lettings: Vacant Dwellings Rent Lost GNPI 30: Percentage of rent lost through dwellings being vacant – GN only

PI’s: Re-Let Time Allocations & Lettings: Re-Let Time GNPI 36: Average re-let time (calendar days) – GN only HMSH 36: Average re-let time (calendar days)

PI’s: Re-Lets Percentage of Stock Allocations & Lettings: Re-Lets Percentage of Stock GNPI 39: Re-lets as a percentage of stock – General Needs HMHO 39:

PI’s: Sickness Absence Capacity: Sickness Absence BV 12: Average working days lost due to sickness absence – per FTE BV12a: Average working days lost due

PI’s: Rent Collected Income: Rent Collected GNPI 28 (amended): Rent collected as a percentage of rent owed (excluding arrears b/f) – GN only HMSH 210:

PI’s: Rent Arrears (Net of Unpaid HB) Income: Rent Arrears (Net of Unpaid HB) SWBM400: Rent arrears net of unpaid HB – GN only SWBM410:

PI’s: Current Total Arrears Income: Current Total Arrears CMCX13: Current tenant arrears as a percentage of the annual rent debit (total arrears) – GN only

PI’s: Former Tenant Arrears Income: Former Tenant Arrears HCPI110: Former tenant arrears as a percentage of the annual rent debit – GN only HMSH 330:

PI’s: Rent Written Off Income: Rent Written Off HCPI100: Rent written off as a percentage of the annual rent roll – GN only HMSH 320:

PI’s: UC Claimants Income: UC Claimants SPBM 010: Number of UC Claimants Rationale, Definition & Worked Example Below you can find information regarding the rationale,

PI’s: UC Arrears (Total Arrears) Income: UC Arrears (Total Arrears) SPBM 020: UC arrears as a percentage of total arrears Rationale, Definition & Worked Example

PI’s: UC Arrears (UC Rent Debit) Income: UC Arrears (UC Rent Debit) SPBM 030: UC arrears as a proportion of UC rent debit Rationale, Definition

PI’s: Weekly Gross Rent Rents: Weekly Gross Rent GNPI 01: Average GN weekly gross rent Rationale, Definition & Worked Example Below you can find information

PI’s: One Bed Net Rent Rents: One Bed Net Rent SWBM 020: Average GN 1 bed net rent Rationale, Definition & Worked Example Below you

PI’s: Two Bed Net Rent Rents: Two Bed Net Rent SWBM 030: Average GN 2 bed net rent Rationale, Definition & Worked Example Below you

PI’s: Three Bed Net Rents Rents: Three Bed Net Rents SWBM 040: Average GN 3 bed net rent Rationale, Definition & Worked Example Below you

PI’s: Four Bed Net Rents Rents: Four Bed Net Rents SWBM 050: Average GN 4 bed net rent Rationale, Definition & Worked Example Below you

PI’s: Average Affordable Rent Rents: Average Affordable Rent SWBM 060: Average Affordable Rent Rationale, Definition & Worked Example Below you can find information regarding the

PI’s: Annual Increase NET Rent Rents: Annual Increase NET Rent SWBM070: Annual increase in NET rent Rationale, Definition & Worked Example Below you can find

PI’s: Annual Increase Gross Rent Rents: Annual Increase Gross Rent GNPI 02: Annual increase in GN gross rents Rationale, Definition & Worked Example Below you

PI’s: Repairs Completed First Visit Stock Condition & Asset Management: Repairs Completed First Visit HMPI 101: Percentage of repairs completed at the first visit Rationale,

PI’s: Most Recent Repair Stock Condition & Asset Management: Most Recent Repair HMPI 102: Percentage of residents satisfied with the most recent repair (when surveyed

PI’s: Emergency Repairs Completed Target Time Stock Condition & Asset Management: Emergency Repairs Completed Target Time RP02 Emergency: Percentage of emergency repairs completed within target

PI’s: Non-Emergency Repairs Completed Target Time Stock Condition & Asset Management: Non-Emergency Repairs Completed Target Time RP02 non-emergency: Percentage of non-emergency repairs completed within target

PI’s: EPC C or Better Stock Condition & Asset Management: EPC C or Better EPC 03: % Homes with EPC C or better  Rationale, Definition

PI’s: Decent Homes Standard Stock Condition & Asset Management: Decent Homes Standard RP01: Percentage of homes that fail to meet the Decent Homes Standard Rationale,

PI’s: Gas Safety Checks Stock Condition & Asset Management: Gas Safety Checks BS01: Percentage of gas safety checks completed within target Rationale, Definition & Worked

PI’s: Fire Safety Checks Stock Condition & Asset Management: Fire Safety Checks BS02: Fire safety checks Rationale, Definition & Worked Example Below you can find

PI’s: Asbestos Safety Checks Stock Condition & Asset Management: Asbestos Safety Checks BS03: Asbestos safety checks Rationale, Definition & Worked Example Below you can find

PI’s: Water Safety Checks Stock Condition & Asset Management: Water Safety Checks BS04: Water safety checks Rationale, Definition & Worked Example Below you can find

PI’s: Lift Safety Checks Stock Condition & Asset Management: Lift Safety Checks BS05: Lift safety checks Rationale, Definition & Worked Example Below you can find

PI’s: End-to-End Time Reactive Repairs Stock Condition & Asset Management: End-to-End Time Reactive Repairs HMPI 90: Average end-to-end time for all reactive repairs (days) Rationale,

PI’s: Responsive Repairs Per Unit Stock Condition & Asset Management: Responsive Repairs Per Unit SWBM 201: Average number of responsive repairs per unit Rationale, Definition

PI’s: Housing Management Cost Value for Money: Responsive Repairs Per Unit CPP 01: Cost per property of Housing Management Rationale, Definition & Worked Example Below

PI’s: Repairs & Void Works Cost Value for Money: Repairs & Void Works Cost CPP 02: Cost per property of responsive repairs and void works

PI’s: Major & Cyclical Works Cost Value for Money: Major & Cyclical Works Cost CPP 03: Cost per property – Major and cyclical works Rationale,

PI’s: Overhead Costs Value for Money: Overhead Costs CPP 04: Overhead costs as a percentage of turnover Rationale, Definition & Worked Example Below you can

PI’s: Operating Margin (Overall) Regulator for Social Housing: Operating Margin (Overall) RSH 101: Operating margin (overall) Rationale, Definition & Worked Example Below you can find

PI’s: Operating Margin (Lettings) Regulator for Social Housing: Operating Margin (Lettings) RSH 102: Operating margin (social housing lettings) Rationale, Definition & Worked Example Below you

PI’s: EBITDA MRI Regulator for Social Housing: EBITDA MRI RSH 103: EBITDA MRI (as % interest) Rationale, Definition & Worked Example Below you can find

PI’s: Gearing Regulator for Social Housing: Gearing RSH 203 : Gearing (RSH and Scorecard measure) Rationale, Definition & Worked Example Below you can find information

PI’s: New Supply (Social Housing) Regulator for Social Housing: New Supply (Social Housing) RSH 204: New supply delivered (Social housing units)  Rationale, Definition & Worked

PI’s: New Supply (Non-Social Housing) Regulator for Social Housing: New Supply (Non-Social Housing) RSH 205: New supply delivered (Non-social housing units)  Rationale, Definition & Worked

PI’s: Reinvestment % Regulator for Social Housing: Reinvestment % RSH 304: Reinvestment % Rationale, Definition & Worked Example Below you can find information regarding the

PI’s: Return on Capital Employed Regulator for Social Housing: Return on Capital Employed RSH 401: Return on Capital Employed (ROCE) % Rationale, Definition & Worked

PI’s: Cost Per Unit Regulator for Social Housing: Cost Per Unit RSH 501: Headline social housing cost per unit Rationale, Definition & Worked Example Below