Report and Financial Statements Adactus Housing Group Limited

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5Operating and financial review combined with the reportof the BoardCorporate Vision & ObjectivesPerformance and developmentThe Group’s business plan sets out a series of key performance indicators (KPI's) and annual projects towork towards these objectives. The business plan is reviewed annually by the Board to ensure that thebusiness continues to be effective in a changing and challenging operating environment. Progress made inthe year is summarised in the table below.Objective Planned performance Actual performanceQ1 Provide effective customerfocused services2012/13 KPI targets>75% repairs completed on firstvisit97.7%90% tenant satisfaction withrepair job>90% tenant satisfaction withplanned maintenance work>80% telephone calls answeredwithin 15 seconds>75% telephone calls resolved atfirst point of contact7.7 days.94.2%99.5%86.1%76.6%
6Operating and financial review combined with the reportof the Board>75% of business planmilestones completed on time
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Report and Financial Statements Adactus Housing Group Limited

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