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 acheiving the targets set in our Strategic Plan (2017 - 2021).


Provide sector leading service

Objective and target Current status (September 2018) Target for September 2018 End of year target (31 March 2019) Target met?
Residents recommending us using the Net Promoter Score ^ 65 56 56 Yes
Number of residents using our online service MyAccount 47% 44% 45% Yes
 


Value our people

 
Objective and target Current status (September 2018) Target for September 2018 End of year target (31 March 2019) Target met?
Staff say Optivo is a great employer 77% 75% 75% Yes
Staff say they are proud to work for us 82% 75% 75% Yes
 


Maximise our social impact

Objective and target Current status (September 2018) Target for September 2018 End of year target (31 March 2019) Target met?
Number of people we've helped into jobs and training 486 450 870 Yes
New homes started 274 521 1,000 No
 

 

Ensure a sustainable business

Objective and target Current status (September 2018) Target for September 2018

End of year target (31 March 2019)

Target met?
Operating margin 28.5% 27% 27% Yes
Achieve the Gold Sustainable Homes (SHIFT) Award by 2020 On track On track On track Yes
 

 

Operational Key Performance Indicators

Objective and target Current status (September 2018) Target for September 2018 End of year target (31 March 2019) Target met?

Current rent arrears level*

4.81% 4.45% 4.19% No
Repairs satisfaction level 97% 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).