Our performance

Our plan is to work together with our residents to make a real and lasting difference to people’s lives.

Our Strategic Plan for 2017-2020 sets out our objectives to:

  • Provide sector leading service
  • Value our people
  • Maximise our social impact
  • Ensure a sustainable business.

The figures below are a reflection of our current performance to achieving the targets set in our Strategic Plan (2017 - 2021).


Provide sector leading service

Objective and target Current status (July 2019) Target for July 2019 End of year target (31 March 2020) Target met?
Residents recommending us using the Net Promoter Score ^ 56 60 60 No
Number of residents using our online service MyAccount 56.4% 56% 60% Yes
 


Value our people

 
Objective and target Current status (July 2019) Target for July 2019 End of year target (31 March 2020) Target met?
Staff say Optivo is a great employer 80% 78% 78% Yes
Staff say they are proud to work for us 78% 80% 80% No
 


Maximise our social impact

Objective and target Current status (July 2019) Target for July 2019 End of year target (31 March 2020) Target met?
Number of people we've helped into jobs and training 568 364 1,000 Yes
New homes started 335 408 1,500 No
 

 

Ensure a sustainable business

Objective and target Current status (July 2019) Target for July 2019

End of year target (31 March 2020)

Target met?
Operating margin

26.2%

28.3% 28.3% No
Achieve the Gold Sustainable Homes (SHIFT) Award by 2020 Achieved Gold Gold Yes
 


Operational Key Performance Indicators

Objective and target Current status (July 2019) Target for July 2019 End of year target (31 March 2020) Target met?

Current rent arrears level*

4.5% 4.5% 4.5% Yes
Repairs satisfaction level 98% 97% 97% Yes




^  The Net Promoter Score is a proven metric used by companies around the world to measure customer experience. Find out more about it on the Net Promoter Score website. https://www.netpromoter.com/know/

* This figures includes arrears scores for general needs (GN) residents and those living in housing for older people (HOPs).