Property management key performance indicators (KPIs)
Property KPIs
Property KPIs help us track progress towards our goals and support us in achieving the ambitions set out in We Make Camden. Our goals are to:
- improve the overall quality of homes
- increase knowledge of our stock to prioritise improvement
- support more tenants to access or adapt homes to meet needs
- ensure our homes are safe and free from damp and mould
- maintain our service standards
- work towards the Decent Homes Standard
Definitions for figure type
The following table shows a figure type for each KPI.
- Quarterly sum means the total of 3 months' figures added together
- Quarterly position means the figure for the last month in the quarter
- Quarterly average means figures for all 3 months have been added together and divided by 3
| KPI | April to June (Q1) | Figure type |
|---|---|---|
| BS01 Proportion of homes for which all required gas safety checks have been carried out (%) | 98.7% | Quarterly position |
| BS02 Proportion of homes for which all required fire risk assessments have been carried out (%) | 98.2% | Quarterly position |
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (%) | 100% | Quarterly position |
| BS04 Proportion of homes for which all required legionella risk assessments have been carried out (%) | 99.8% | Quarterly position |
| BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out (%) | 95.8% | Quarterly position |
| Proportion of homes with all relevant EICRs completed within the last 5 years. (%) | 93.4% | Quarterly position |
| Number of overdue fire safety or building safety actions | 2838 | Quarterly position |
| Total number of overdue high-risk fire actions | 0 | Quarterly position |
| Total number of overdue medium-risk fire actions | 1876 | Quarterly position |
| Total number of overdue low-risk fire actions | 962 | Quarterly position |
| % tenanted homes with smoke detection | 95% | Quarterly position |
| % higher risk buildings with health and safety inspections completed | 96.9% | Quarterly position |
| Safety case reports submitted by the Building Safety Regulator this year | 0 | Quarterly position |
| Total capital works expenditure on housing | 3.706m | Quarterly position |
Repairs KPIs
Repairs KPIs help us measure progress towards our goals, which are to:
- improve the overall quality of homes
- increase knowledge of our stock to prioritise improvement
- support more tenants to access or adapt homes to meet needs
- increase fire and gas safety, damp and mould works and warm homes
- maintain our service standards
- work towards the Decent Homes Standard
Definitions for figure type
The following table shows a figure type for each KPI.
- Quarterly sum means the total of 3 months' figures added together
- Quarterly position means the figure for the last month in the quarter
- Quarterly average means figures for all 3 months have been added together and divided by 3
| KPI | April to June 2025 (Q1) | Figure type |
|---|---|---|
| Number of day-to-day repairs awaiting completion (WIP) | 5569 | Quarterly position |
| Number of overdue repairs awaiting completion (WIP) | 2665 | Quarterly position |
| RP02 Proportion of emergency responsive repairs completed within the landlord’s target timescale [LCRA only] (%) | 83% | Quarterly average |
| RP02 Proportion of non-emergency responsive repairs completed within the landlord’s target timescale [LCRA only] (%) | 92% | Quarterly average |
| Number of damp and mould orders (emergency) completed | 35 | Quarterly sum |
| Number of damp and mould orders (non-emergency) completed | 1063 | Quarterly sum |
| Disrepair cases – new | 92 | Quarterly sum |
| Disrepair cases – live | 342 | Quarterly position |
| Customer satisfaction with repairs (RFT) | 84% | Quarterly average |
| Customer satisfaction with Mechanical & Electrical (M&E) repairs | 82% | Quarterly average |
| Number of missed appointments | 662 | Quarterly sum |
| Average time routine void is in repairs stage | 50 | Quarterly average |
| Average key-to-key re-let times in days for routine voids | 162 | Quarterly average |
| Number of active voids | 414 | Quarterly position |
| Customer satisfaction with voids | 79% | Quarterly average |
| Number of households waiting for major adaptations works to start | 308 | Quarterly position |
| Number of major adaptations works completed | 30 | Quarterly sum |
| Number of lift repairs outstanding | 671 | Quarterly position |
| % completed in 1 day or less | 92% | Quarterly average |
| Number of communal heating repairs outstanding | 374 | Quarterly position |
| % completed in 3 days or less | 92.7% | Quarterly average |
| Number of individual heating repairs outstanding | 285 | Quarterly position |
| % completed in 3 days or less | 84% | Quarterly average |
| Number of estate lighting repairs outstanding | 69 | Quarterly position |
| % completed in 1 day or less | 38% | Quarterly average |
| Door entry repairs outstanding | 308 | Quarterly position |
| % Completed in 1 day or less | 100% | Quarterly average |
Customer contact and complaints KPIs
The complaints KPIs help us measure progress towards our goals, which are to:
- increase awareness of how we're performing and learning
- improve performance against our service standards
- increase tenant participation, equity, diversity and inclusion
- have better complaint handling
- increase tenant satisfaction
Definitions for figure type
The following table shows a figure type for each KPI.
- Quarterly sum means the total of 3 months' figures added together
- Quarterly position means the figure for the last month in the quarter
- Quarterly average means figures for all 3 months have been added together and divided by 3
| KPI | April to June 2025 (Q1) | Figure type |
|---|---|---|
| % of calls responded to (repairs phone line) | 98.7% | Quarterly average |
| Total number of customer repair contacts | 55,932 | Quarterly sum |
| % of repairs orders raised online | 86% | Quarterly position |
| Volume of stage 1 complaints - property | 785 | Quarterly sum |
| % of stage 1 complaints responded within target response times (10 day working days) | 78% | Quarterly average |