NFTMO
Benchmarking - TMO Data Entry Form
Benchmarking Entry

Below is an online data input form that enables you to upload your TMO's performance data. Please provide as much data as possible. (ADD -) When entering numbers please do not add symbols or text. If you do not have data for an indicator just leave the box blank please. If in doubt refer to Methodology Guidance and Step by Step Guide


Name Of TMO:

Number of Years TMO has been Operating:
To the nearest year, the number of years that your TMO has been managing housing. 

Name of Landlord:

Name of Contact for Benchmarking and position:

Contact Telephone Number:

Contact E-Mail Address:

Total number of properties managed by the TMO:
This total will include general needs, sheltered and supported housing and leasehold properties. 

Total number of general needs properties managed by your TMO:
This PI records the total number of general needs properties managed by your TMO 

Total Number of Sheltered / supported properties managed by your TMO:

Type of Properties:
Houses & Bungalows
High & Medium Rise Flats
Mixed Property Types

Indicate which of these descriptions most closely describes the housing you manage. 

Total number of leaseholders managed by your TMO:
This refers to the number of leasehold properties for which the TMO has some management responsibility. 

Full Time Equivalent of Number of Management Staff in TMO:
This refers to staff engaged in some housing management related role, including housing management staff, clerical support staff, caretakers, cleaners, inspectors etc. but not including maintenance operatives. 

Total Staff Pay Costs for Management Staff (including caretakers, cleaners and contracted out services):
This figure refers to the inclusive total payroll costs of the staff included the number entered in the previous line. 

Annual Management and Maintenance Allowance:
This is the total M and M allowances paid to your TMO by the landlord for the financial year. 

Rent collected as % of rent owed:
This indicator is a key measure of the effectiveness and efficiency of the TMOs rent collection service. An efficient rent collection service is important to ensuring that as much of the rent due, and thus potential income due to the TMO, is collected and received. 

Current tenant arrears as a % of annual rent debit:
This indicator is a key measure of the effectiveness and efficiency of the TMOs rent arrears collection service. An efficient rent collection service is important to ensuring that as much of the rent due, and thus potential income due to the landlord, is collected and received. 

% of rent written off as proportion of rent roll:
The purpose of this indicator is to ensure that the amount of rent arrears and service charges written off is identified as a percentage of the rent roll. It helps to identify whether a TMO is appropriately writing charges off, in accordance with good accounting practice. 

Total number of lettings:
This PI records the TOTAL number of lettings allocated in the period. 

Average re-let time (calendar days):
This is an important efficiency measure. It is used to monitor performance at keeping re-let times to a minimum. 

% of tenancy offers accepted first time:
This is an important efficiency measure. It is used to monitor performance at keeping re-let times to a minimum. 

% of rent lost through properties becoming vacant:
This indicator identifies how much money is being lost through inefficient turnaround of properties for letting. 

Average energy efficiency rating of properties (SAP rating):
To encourage improved energy efficiency in social housing. This will help to reduce the cost of heating the home and contribute to tackling fuel poverty amongst low income households. It will also help to reduce CO2 emissions and consequently help social landlords to contribute towards tackling global warming. 

% of homes failing to meet the Decent Homes Standard:
This indicator demonstrates progress towards making stock decent, with a view to improving the health and safety of occupants, improving their living conditions and consequently improving their quality of life. 

% of emergency repairs completed within target time:
This indicator is used to ensure that the TMO is keeping its commitment to tenants to complete emergency repairs within an agreed target time. It indicates how efficient and reliable the TMO is at delivering on a key customer care promise of its repair service; at protecting the health & safety of the occupiers of its homes and maintaining the value of its assets. 

% of urgent repairs completed with target time:
This indicator is used to ensure that the TMO is keeping its commitment to tenants to complete urgent repairs within an agreed target time. It indicates how efficient and reliable the TMO is at delivering on a key customer care promise of its repair service; at protecting the health & safety of the occupiers of its homes and maintaining the value of its assets. 

% of routine repairs completed within target time:
This indicator is used to ensure that the TMO is keeping its commitment to tenants to complete routine repairs within an agreed target time. It indicates how efficient and reliable the TMO is at delivering on a key customer care promise of its repair service; at protecting the health & safety of the occupiers of its homes and maintaining the value of its assets. 

Appointments kept as a % of appointments made:
To indicate whether or not the TMO is keeping appointments. 

% of repairs completed right first time:
This indicator allows TMOs to understand how efficiently and effectively they are diagnosing repair problems and planning for their rectification; and allows customers to see if they are receiving an efficient and effective “right first time” service in comparison to others. 

Total number of repairs reported:

% of gas servicing carried out within 12 months of the previous service:
This performance indicator allows both the TMO and their customers to be assured that the landlord is complying (or otherwise) with the legal requirement to check and service all TMO owned gas appliances in their properties. 

Total number of ASB cases first reported:
This PI records the number of Anti Social Behaviour cases reported. 

% of satisfaction with Out of Hours repairs service:
This indicator measures, for residents, the satisfaction with the out of hours repairs service. 

% of satisfaction with emergency repairs service:
This indicator measures, for residents, the satisfaction with the emergency repairs service. 

% of satisfaction with routine repairs service:
This indicator measures, for residents, the satisfaction with the routine repairs service. 

% of satisfaction with major works:
This indicator measures, for residents, the satisfaction with the Major Works. 

% of satisfaction with how your complaint was dealt with:
This indicator measures, for residents, the satisfaction with the complaint service. 

% of satisfaction with the way ASB was dealt with:
This indicator measures, for residents, the satisfaction with their ASB case. 

% of overall satisfaction with TMO services:
This is a useful general measure of resident satisfaction with the TMO. It should encourage delivery of good services. 

% of satisfaction with your views being taken into account:
This measure is a gauge as to whether residents feel they are being listened to so that views have a meaningful influence on decisions taken by the TMO. 

% of satisfied with opportunities for participation:
This measure is a gauge as to whether residents feel satisfied with the opportunities for participation. 

Number of social activities undertaken:
This indicator shows the number of Social Activities organised per year. 

Number of open days held:
This indicator shows the number of open days your TMO holds per year. 

% of residents actively involved in your TMO:
This indicator shows the percentage of residents involved in your TMO. 

% of resident committee members as a % of the Committee:
This indicator shows what proportion of the TMO Committee is made up by people who live in the housing managed by the TMO. 

% of tenants profiled:
This PI records the percentage of tenants in your TMO who have been profiled. This helps monitor whether services are being delivered equally to different groups of customers, based on age, gender, ethnicity, disability, sexuality and religious belief. 

Number of estate inspections completed:
This indicator shows the number of Estate Inspections or ‘walkabouts’ carried out during the period. 

Number of newsletters produced:
This indicator shows the number of Newsletters produced in the year. 

Number of committee members:
The total number of serving members of your TMO Board or committee including co-optees but not including vacant places. 

% of quorate committee meetings on first call:
This PI records the number of Committee/Board meeting that are quorate. 

Number of properties containing a shareholder:
This indicator shows what proportion of homes managed by the TMO have somebody who is a member/shareholder of the TMO entitled to vote at general meetings and stand for election etc. 

% of employee appraisals completed:
This indicator shows what proportion of homes managed by the TMO have somebody who is a member/shareholder of the TMO entitled to vote at general meetings and stand for election etc. 

% of committee appraisals completed:
Percentage of Employee Appraisals Completed. 

% of residents actively involved in governance:
Percentage of Committee Appraisals completed. 

Total training hours received by management committee:
‘Training’ refers to structured sessions or courses orientated to training and developing Management Committee members on subjects related to the management and/or operation of the TMO. Training provided by external trainers or internally by TMO staff or TMOmembers should be included.Conferences and seminars should only be included where a defined element of training was provided. The ‘total number of hours’ relates to the time spent undertaking training – provided externally and/or internally, but not including travel time. 

Total spend on training for TMO members in period:
‘Spend on training’ relates to the annual amount of spend actually incurred by the TMO in relation to training activities. A proportion of annual subscription rates can be included where such a subscription clearly includes a defined amount of training provision. 

Average number of days lost through sickness:
This indicator measures the average number of working days lost to sickness absence, per employee. 

% of Complaints responded to within target:
This measure will allow TMOs to track whether they are meeting their own target response times and how their performance compares with other TMOs. 

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