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 (January 2019) Target for January 2019 End of year target (31 March 2019) Target met?
Residents recommending us using the Net Promoter Score ^ 64 56 56 Yes
Number of residents using our online service MyAccount 52% 45% 45% Yes
 


Value our people

 
Objective and target Current status (January 2019) Target for January 2019 End of year target (31 March 2019) Target met?
Staff say Optivo is a great employer 76% 75% 75% Yes
Staff say they are proud to work for us 81% 75% 75% Yes
 


Maximise our social impact

Objective and target Current status (January 2019) Target for January 2019 End of year target (31 March 2019) Target met?
Number of people we've helped into jobs and training 794 722 870 No
New homes started 577 857 1,000 No
 

 

Ensure a sustainable business

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

End of year target (31 March 2019)

Target met?
Operating margin

28.9%

(this is the figure for December)

27% 27% Yes
Achieve the Gold Sustainable Homes (SHIFT) Award by 2020 Achieved Gold Gold Yes
 

 

Operational Key Performance Indicators

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

Current rent arrears level*

4.73% 4.67% 4.19% No
Repairs satisfaction level 96.8% 96% 96% 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).