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 2020) Target for January 2020 End of year target (31 March 2020) Meeting target?
Residents recommending us using the Net Promoter Score ^ 55 60 60 No
Number of residents using our online service MyAccount 60% 59% 60% Yes
 


Value our people

 
Objective and target Current status (January 2020) Target for January 2020 End of year target (31 March 2020) Meeting target?
Staff say Optivo is a great employer 80% 78% 78% Yes
Staff say they are proud to work for us 79% 80% 80% No
 


Maximise our social impact

Objective and target Current status (January 2020) Target for January 2020 End of year target (31 March 2020) Meeting target?
Number of people we've helped into jobs and training 1,119 817 1,000 Yes
New homes started 1,185 936 1,500 Yes
 

 

Ensure a sustainable business

Objective and target Current status (January 2020) Target for January 2020

End of year target (31 March 2020)

Meeting target?
Operating margin

23.2%

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 (January 2020) Target for January 2020 End of year target (31 March 2020) Meeting target?

Current rent arrears level*

4.4% 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).