Page 128 - planet_rent

9.3 Key performance indicators (KPIs)
Key performance indicators already set up include:
 Tenant demographics.
 Heads of terms,
 Net promoter score: Promoters less detractors,
 Customer recommendations,
 Customer issues logged (1) repairs (2) general issues volumes,
 Complaints categorization (chart of categories),
 Customer satisfaction – residents surveys
(1) Move in journey, (2) after use of facilities, (3) after repairs (4) post vacate
 Residents referrals (discounts/promotions on facilities),
 Facilities usage,
 Facilities incentives (discounts/promotions on facilities),
 Repairs Service Level Agreement performance (time (1) Emergencies, (2) Urgent, (3) Non-Urgent),
 Repairs ratings (quality),
 Site staff ratings by residents,
 Site staff holidays, sickness & absence,

9.4 Key risk indicators (KRIs)
100% transparency is available to give you comfort on the following risks:
 Average re-let time (days),
 Section 21 Notices due,
 Compliance: EPCs, Gas Certificates, PAT Testing, Electrical Tests, HMO Registrations,
 Compliance: Passports, Visas, TDS Registrations, Council tax, Utilities,
 Check-in & Check-out schedules,
 E-Keys issued & activity,
 Contractor selection & safe procurement,
 Contractor payment performance,
 Fire risk implementation - watch in the cloud as we audit trail action items,
 Plant maintenance agreements - watch in the cloud our site risks compliance,
 Plant inspections - building specific PPM calendar,
 Insurance claims.

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9.5 Repairs Service Level Agreements
Brand management is about policies, speed of response and reasonableness. Things will go wrong, so
we insist on pre-agreeing with Clients policies to benchmark issues and aid quick resolution.

We have a traffic light system for 3 levels of repairs: EMERGENCY / URGENT / NON URGENT and
have dovetailed this into the main contractor’s ‘service level agreement’ (SLA) to ensure that there is no
delivery conflict and resident SLAs can be maintained.

23 Example Tenant Service Level Agreement - see Appendix 7

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