About us

Our KPIs

At Karibu, we are committed to transparency, accountability, and continuous improvement. Our quarterly KPI (Key Performance Indicators) reports provide a clear snapshot of how we’re performing across critical service areas that directly impact our residents and communities.

What Our KPI Reports Cover

Karibu’s KPI reports track performance across a wide range of operational and service delivery areas. These indicators help us monitor progress, identify areas for improvement, and ensure we are meeting our commitments to residents.

Each report includes:

Quarterly performance data
Targets vs. actual outcomes
Resident satisfaction metrics
Compliance and safety checks
Service delivery timelines

📊 Areas of Performance Monitored

Our KPIs are grouped into key service categories:

🛠️ Responsive Repairs & Void Properties

Average time to complete repairs
Completion rates for emergency and non-emergency repairs
“Right first time” repair success
Void turnaround times and void loss
Properties meeting Decent Homes standards
Resident satisfaction with repair quality, contractor conduct, and communication
Mould treatment timelines and disrepair case tracking

🧰 Planned Maintenance

Delivery of new kitchens, bathrooms, boilers, and windows against planned schedules

👥 Housing Management

Anti-social behaviour (ASB) case volumes and outcomes
Hate crime and safeguarding case tracking
Resident satisfaction with cleaning and grounds maintenance

🏠 Resident Safety

Fire Risk Assessments (FRA) for communal blocks
Asbestos, Legionella, Lift Safety, Gas Safety (LGSR), and Electrical (EICR) compliance checks

💰 Income Management

Rent collection rates
Current and former tenant arrears
Leaseholder arrears and long-term arrears
Eviction rates

📣 Complaints Handling

Volume and types of complaints received
Stage 1 and Stage 2 complaint resolution rates
Timeliness of complaint responses

Why KPIs Matter

These KPIs are more than just numbers—they reflect our commitment to delivering safe, high-quality homes and services. By publishing our performance, we invite residents, partners, and stakeholders to hold us accountable and join us in shaping a better future for our communities.