Statement of service performance

Achieved

Amendments to Compliance Documents or guidance completed for:

• fire standards
• indoor environment
• structure
• energy efficiency
• Department of Conservation's backcountry huts.

Achieved

All programmes of work have undergone internal review, and meet the quality standards.

Achieved

The findings of the review were implemented through the development of a fire safety framework, and Compliance Documents for Department of Conservation huts and simple housing.

Achieved

All programmes of work have undergone internal review and meet the quality standards.

Achieved

Information is available (by website and hard copy) and awareness campaigns are conducted as required. For example, during 2008/09 information campaigns for product certification and thermal insulation were delivered.

Achieved

All changes to the Building Code and/or Compliance Documents were issued with the applicable guidance, for example energy efficiency guidance

Achieved

Responses were provided to enquiries received through the Building Controls 0800 number and email.

Achieved

The regulations are in place and the scheme has been operational since November 2008. Three applications for product certification are being processed.

Achieved

All programmes of work have undergone internal review, and meet the quality standards.

Achieved

133 determinations were received and managed.

Below forecast demand

116 determinations were issued (the budget standard of 160 was an estimated figure, as these are demand-driven).

Achieved

None successfully appealed.

Achieved

2.6% were subject to clarification.

Achieved

98% (average number of days is 38).

Achieved

Advisory Panels for Access, Fire, Structure and Building Envelope met with the Department on a regular basis to advise on trends and issues.

Achieved

The following research projects are under way.

• Commercial building energy end use study (BEES) - year two of six years' work has been completed.
• Fire performance research to support the development of a fire safety framework is on track for completion in March 2010.
• Research into an option for a single timber framing treatment hazard class is on track and due for completion in September 2010.
• Effectiveness of paint on remedial timber treatments for leaky houses is on track and due for completion in October 2010.
• An initial investigation into a commercial building energy rating scheme (BERS) has been completed. Recommendations will be prepared by November 2009.
• Investigation into extreme snow loadings was completed by 30 June 2009.

Provide local authorities information, advice and guidance on:

• Dam Safety Scheme
• Licensed Building Practitioner Interface
• Building Consent Authority functions
• Infringement Scheme

Achieved

Publication of the following guidance, along with advice and guidance made available on the Department's website.

• Guidance document disseminated to councils about new Infringement Scheme in August 2008.
• BCA Update (accreditation and building control) guidance documents published in August, October and December 2008.
• Dam Safety Scheme: Guidance to regional authorities and owners of large dams in September 2008.
• Dam Safety Scheme: An overview for rural owners of large dams in September 2008.
• Schedule 1 (exempt building work) guidance material provided to building sector in October 2008.
• Phase 2 Accreditation (Quality Assurance) guidance material provided to councils in November 2008.
• Guidance document disseminated to councils and practitioners about changes to Schedule 1 of the Building Act (exempt building work) in November 2008.
• Amendments to building consents guidance material provided to sector in November 2008.
• National training course in phase 2 accreditation requirements delivered to all building consent authorities in November and December 2008.
• Assessment of alternative solutions guidance material provided to building sector in December 2008.
• Non-load bearing timber guidance provided to the sector in December 2008.
• A beginner's guide to building consent and resource consent processes provided to sector in June 2008.

Achieved

Technical reviews completed for the following territorial authorities.

• Bay of Plenty Council cluster (four councils - Tauranga, Rotorua, Taupo and South Waikato District Councils)
• Northland councils (three councils - Far North, Kaipara and Whangarei District Councils)
• Queenstown Lakes District Council
• Selwyn District Council
• Thames-Coromandel District Council

Achieved

Scheme operated as intended.

All councils who applied for phase 1 accreditation achieved it and have been registered as building consent authorities.

Achieved

Agreement met. Ongoing operational performance discussions held and monitoring occurring through:

• monthly performance and project planning/implementation meetings with International Accreditation New Zealand (IANZ)
• consistency workshops, which are undertaken quarterly to ensure shared understanding of accreditation requirements between IANZ and the Department
• review of IANZ performance reports:
  - Feb - Jun 08 report received and response provided September 2008
  - Jul - Sep 08 report received and response provided November 2008
  - Oct 08 - Jan 09 report received and response provided February 2009
• independent review of phase 1 of accreditation scheme, including IANZ's role and performance, completed March 2009, and disseminated to relevant stakeholders in May 2009.

Achieved

22 formal complaints about building consent authorities were received and investigated between July 2008 and June 2009. Of these:

• 19 showed no evidence of negligence or failure on the part of the building consent authority in the performance of a statutory building control function, although opportunities for performance and customer service improvements were identified
• one related to Resource Management Act issues and the complainant was referred to the Ministry for the Environment
• one complainant elected not to continue with the complaint
• one council was found to have been negligent and failed to perform a statutory building consent authority function. The council involved has:
  - improved its business processes, which have been independently audited
  - been accredited as a building consent authority.

Output class 2: Occupational Licensing

Developing, implementing and maintaining registration and licensing regimes for building practitioners and electrical workers

Output 2.1: Occupational Licensing

2.1.1 Progress the development of a new registration system which incorporates the requirements of the electrical workers scheme and the Licensed Building Practitioner scheme

New registration system progressed

Achieved

Output 2.2: Licensing of Building Practitioners

Administration and development of the occupational licensing scheme for building practitioners under the Building Act 2004

2.2.2 Quantity

Provide information, advice and guidance on the Licensed Building Practitioner scheme and register

Information, advice and guidance provided

Achieved

• 4,743 queries about the scheme responded to.
• Four Licensing Updates distributed to registered subscribers.
• 12 articles published in 9 trade magazines.

Number of voluntary licences received

2,400-4,000

Below forecast demand

432 building practitioner licensing applications were received and processed during the year.

Licensing volumes were below forecast as policy decisions were awaited on proposals to streamline the system, on restricted building work and on an owner-builder exemption from restricted building work.

Progress development of new licence classes:

• introduce new licence classes for roofing, brick/blocklaying and external plastering
• progress development of remaining licence classes

Licence classes implemented or progressed

Achieved

New licensing classes for roofing, bricklaying and blocklaying, and external plastering were launched on 1 November 2008.

Draft competencies for the concrete structure, steel structure, and foundations licensing classes were developed in conjunction with industry working groups. Sector consultation on these competencies is expected in 2009/10.

2.2.3 Timeliness

Percentage of complete voluntary licence applications registered in the system and forwarded to the assessment agent within two working days of receipt, to a maximum of 22 applications/day

100%

Achieved

100%

Percentage of complete desktop assessments progressed within seven working days of receipt by the assessment agent and acceptance into the Assessment Support Application (provided that the total number of assessments per month does not exceed 530)

100%

Not achieved

83% (408/491)

During the year, the assessment agent, Assessment Systems Limited identified the following difficulties that impacted on performance.

• Difficulties contacting applicants or applicants' referees
• More appropriate referee/s or application information required (the Department is progressively upgrading the application forms as they are reprinted to address literacy review recommendations)
• Shortage of Site 3 assessors (additional Site 3 assessors were appointed in the third quarter)
• Appointment of new licensing classes assessors (appointments were made in the third quarter)

Percentage of face to face assessment for Design 1, 2 and 3 licence classes processed within 25 working days of receipt by the assessment agent and acceptance into the Assessment Support Application (provided that the total number of assessments per month does not exceed 530)

100%

Not achieved

99%

The assessment agent (ASL) identified the following difficulty that impacted on performance.

More appropriate referee/s or application information required (the Department is progressively upgrading the application forms as they are reprinted to address literacy review recommendations).

Percentage of complete face to face assessments for Carpentry and Site 1, 2 and 3 licence classes processed within 20 working days of receipt by the assessment agent and acceptance into the Assessment Support Application (provided that the total number of assessments per month does not exceed 530)

100%

Achieved

100%

Percentage of decisions taken on licence assessment recommendation and licence ID cards issued within 15 working days

95%

Achieved

100%

2.2.4 Quality

Regulations and rules developed meet our quality standards for policy advice

Quality standards met

Achieved

Percentage of completed voluntary licence application assessments peer reviewed by the Assessment Agent

At least 10%

Achieved

29%

Percentage of completed voluntary licence application assessments externally moderated

At least 5%

Achieved

34%

Output 2.3: Licensing of Electrical Workers

Administer and develop the electrical occupational licensing requirements under the Electricity Act 1992

2.3.1 Quantity

Process electrical workers' registrations

1,600

Below forecast demand

1,575

Issue practising licences

22,500

Above forecast demand

25,800

Conduct: - electrical audits

1,000

Achieved

1,013

- telephone competency audits of registered electrical workers who have not uplifted a practising licence

6,000

Achieved

6,048

- competency audits of electrical workers who hold a provisional licence and/or are supervised trainees

200

Achieved

202

Progress the transfer of the online licensing, contact centre and processing centre functions for the Electrical Workers Registration Board (EWRB) from the Ministry of Economic Development to the Department of Building and Housing

Transfer progressed

Achieved

Business case approved and vendor selected. Work commenced on the new electrical workers' register with a scheduled delivery date of February 2010.

Implement the amendments contained in the Electricity Amendment Act 2006 which relate to EWRB

Amendments implemented

Not achieved

The amendments cannot be implemented before the related electricity regulations are promulgated. Decisions on the regulations are yet to be taken.

2.3.2 Quality

All decisions that are referred to the EWRB comply with the Electricity Act 1992 and Electricity Regulations 1997 and with published policies

All referrals to the board approved and legislative requirements met

Achieved

2.3.3 Timeliness

Licensing and Registrations

Process correctly completed practising licence applications

95% within 10 clear business days of receipt

Achieved 98.5% completed within 10 clear business days of receipt.

Process correctly completed registration applications

95% within 10 clear business days of receipt

Achieved

100% completed within 10 clear business days of receipt.

Complaints against non-registered electrical workers

Period from the date a complaint is received by the Electrical Workers Licensing Group to be referred to the Registrar for decision to prosecute

80% within 12 weeks of receipt

Not achieved

76% completed within 12 weeks of receipt.

During 2008/09, we identified an error in the formula being applied to calculate performance against this measure, which meant we appeared to be meeting the standard when we were not. The formula has now been corrected and resources re-focused to ensure the standard will be met.

Complaints against registered electrical workers

(a) Period from the date a complaint is received by the Electrical Workers Licensing Group to the date of the Complaints Assessment Committee's decision

75% within 18 weeks of receipt

Achieved

83% within 18 weeks of receipt.

(b) Period from the date a complaint is received from the Complaints Assessment Committee to the date of the Electrical Workers Registration Board decision, where the committee decides to refer a complaint to the Board for decision

70% within 15 weeks of receipt

Achieved

100% within 15 weeks of receipt.

Output class 3: Purchase and Monitoring Advice - Housing New Zealand Corporation

Provision of purchase and performance monitoring advice to Government in relation to Housing New Zealand Corporation

Output 3.1: Monitoring and Purchase Advice on Housing New Zealand Corporation

Provide purchase and monitoring advice to the Minister on any matters relating to the Corporation's performance, governance, advice (including Board appointments), vote administration for Vote Housing, and any other matters as requested by the Minister

3.1.1 Quantity

Provide advice to the responsible Ministers on:

• the Corporation's accountability documents
• the Corporation's performance the Corporation's governance (including Board appointments)
• administration of Vote Housing
• any other matters requested by the Minister

Measure achieved

Achieved

Advice was provided within agreed timeframes to the Minister on:
- Corporation quarterly reporting
- the Hobsonville development - Fiscal Stimulus monitoring
- development of accountability documents
- Budget process and Vote management - governance.

3.1.2 Quality

Ministerial satisfaction assessed through a structured discussion with the Minister three times per year. This will include performance on quality standards agreed with the Minister

Measure achieved

Achieved

The Minister of Housing in the new Government provided feedback and the Department has acted on this. The Minister is satisfied with the performance of the Department.

3.1.3 Timeliness

Advice is timely and meets the needs of the Minister to agreed deadlines

100%

Achieved

The Minister has provided feedback and the Department has acted on this. The Minister is satisfied with the performance of the Department.

Output class 4: Residential Tenancy Services

Administration of residential tenancies and bond monies (including collecting and repaying bond monies, managing and investing bond monies), provision of information, advice and dispute resolution services to tenants and landlords in relation to residential tenancies as required by Residential Tenancies Act 1986

Output 4.1: State Housing Appeal Authority

4.1.1 Quantity

Reduction in the number of State Housing Appeals over time

1-5

Achieved

Five appeals were received and held.

4.1.2 Quality

Meet the standard expected by the Principal Member of the Authority

Met

Achieved

4.1.3 Timeliness

The Department schedules hearings for the Authority which are held within thirty working days of the application being made

80%

Achieved

80% held within 30 working days.

Output 4.2: Residential Tenancies Act 1986 Statutory Functions

Manage bond lodgements, refunds and investment as required under the Residential Tenancies Act 1986. Ensure compliance with the Residential Tenancies Act 1986

4.2.1 Quantity

Number of bond lodgements

210,000-230,000

Above forecast demand

211,728 bond lodgements, 5.7% higher than 2008.

Number of bond refund requests

190,000-210,000

Above forecast demand

223,324 bond refund requests, 13.6% higher than 2008.

Number of bond advice enquiries

182,000-206,000

Above forecast demand

215,556 calls for bond advice. More clients are choosing to access advice online due to direct promotion of this lower cost channel for service delivery.

4.2.2 Quality

Percentage of bond lodgements processed to agreed quality standards

95%

Achieved

99% of bond lodgements processed to agreed quality standards.

Percentage of bond refund requests processed to agreed quality standards

95%

Achieved

100% of bond refund requests processed to agreed quality standards.

Percentage of bond advice that meets or exceeds quality standards

90%

Achieved

92% of bond advice met or exceeded quality standards.

4.2.3 Timeliness

Percentage of bond lodgements processed within 10 working days of receipt

98%

Achieved

99% of bond lodgements processed within 10 working days of receipt.

Percentage of bond refund requests with the correct information completed within two working days

95%

Achieved

98% of correct bond refund requests refunded within 2 working days.

Output 4.3: Investigate and Respond to Alleged Breaches of the Residential Tenancies Act 1986

4.3.1 Quantity

Number of investigations

60-70

Above forecast demand

469 investigations were undertaken.

The Department has worked with a number of key stakeholders to improve their understanding of tenancy issues resulting in more tenancy issues being raised and requiring investigation.

Issues raised in investigations are used to inform consumer awareness and education programmes.

Investigations are forecast to decrease over time.

4.3.2 Quality

Percentage of compliance interventions resulting in voluntary compliance

90%

Achieved

100% of compliance interventions resulted in voluntary compliance.

4.3.3 Timeliness

Investigations complete within twenty working days

95%

Achieved

100% of investigations completed within 20 working days.

Output 4.4: Residential Tenancy Dispute Resolution

Provide timely dispute resolution services that are accessible to our clients and connect with the different communities we serve

4.4.1 Quantity

Forecast volumes of Tenancy Tribunal applications

45,000-50,000

Above forecast demand

51,162 Tenancy Tribunal applications received, 8% higher than 2008.

4.4.2 Quality

Percentage of applications for dispute resolution resolved out of court (excluding vacated tenancies)

65%

Achieved

70% of applications for dispute resolution (excluding vacated tenancies) resolved out of court.

Percentage of Tenancy Tribunal applications resolved through telephone mediation

5-10%

Achieved

8% of Tenancy Tribunal applications resolved through telephone mediation.

4.4.3 Timeliness

Percentage of applications referred to mediation that are scheduled within ten working days

80%

Achieved

86% of applications referred to mediation scheduled within 10 working days of receipt.

Output 4.5: Guidance and Information for Landlords and Tenants

Provide information and education to consumers to enable them to make informed decisions. Deliver education programmes to community groups and the general public and liaise with industry groups.

4.5.1 Quantity

Increased use of departmental resources and advice

Number of hits on the departmental website:

New measures

• Landlords

16,800

Above forecast demand

112,966 hits.

Promoted greater use of online resources through release of the Landlord CD Rom, the landlord e-newsletter and proactive media work.

• Tenants

72,000

Above forecast demand

86,815 hits.

Increased promotion of online tools, including the launch of www.flatting101.co.nz

Number of publications viewed/requested

650,000

Above forecast demand

1,085,676 publications were viewed/requested.

Number of tenancy advice inquiries

220,000-240,000

Below forecast demand

214,990 tenancy advice enquiries.

Lower than forecast demand (and calls) reflects improvements made to call abandonment rates at the Contact Centre (meaning fewer call backs); greater focus on advice that promotes self-resolution of disputes resulting in fewer follow-up advice calls to the Department; and increased use of online and other advice channels ie, Landlord CD Rom and the Department's highly successful www.flatting101.co.nz website targeting first time renters.

Number of information seminars held for landlords

25

Achieved

25

Number of advice seminars for tenants

25

Achieved

35

4.5.2 Quality

Advice delivered meets client needs

85%

Achieved

90% of survey respondents have rated advice delivered meets clients' needs.

Client satisfaction with the Department's website

80%

Achieved

84% of survey respondents were satisfied with the Department's website.

Attendees satisfied with landlord and tenant seminars

75%

Achieved

95% of attendees satisfied with seminars.

Reduction in the numbers of landlords and tenants that have been involved in at least one tenancy-related problem over the preceding three years: Landlords Tenants

35% 15%

Not achieved

49%

Separate landlord and tenant surveys were not completed due to the high cost of these surveys relative to their value. A combined survey, developed primarily to measure client satisfaction with the Department's dispute resolution services, was used as an alternative.

4.5.3 Timeliness

Increased efficiency of client facing services

Compare call percentages and abandonment rates against other similar sized government contact centres.

Achieved

Compared against Housing New Zealand Corporation (HNZC) abandonment rate result. The Department's Contact Centre's average overall abandonment rate was 4.04% (all inbound 0800 lines) against 15% for HNZC.

Abandonment rate not to exceed 7% and meet government standards

Achieved

4.82% of tenancy advice calls abandoned. This reflects well compared to similar sized government agency contact centres, refer comments above.

Appropriate level of departmental intervention is available to ensure stability of landlord and tenant relationships

85%

The survey normally used to measure this was not completed due to the high cost. Instead, a more cost effective approach was taken, using data obtained from another survey. This showed appropriate levels of Department intervention for all areas except for the Department's website, which our clients are seeking to use more as a channel for self-service and information to help their landlord/tenant relationships.

4.5.4 Value for money

Fewer tenancy issues resulting in applications to the Tenancy Tribunal

Less than 25%

Achieved 24% fewer tenancy issues resulted in applications to the Tenancy Tribunal.

Output class 5: Sector and Regulatory Policy

To provide sector and regulatory policy advice on the building and housing sector

Output 5.1: Sector and Regulatory Policy Advice

Provide policy advice both regulatory and non regulatory, in relation to the efficiency and effectiveness of the building and housing sector in New Zealand. It includes providing policy advice on the regulatory framework for the sector, monitoring, analysing and providing information on the sector and evaluating the effectiveness of the sector and statutory boards

5.1.1 Quantity

Contribute to the housing affordability work programme as it relates to building and construction sector and the residential tenancy market

Quality standards met

Achieved

Provided advice on growing a not-for-profit sector in the housing market, linking in with Housing New Zealand Corporation advice on the future of the Housing Innovation Fund.

Provide policy and regulatory advice on the Residential Tenancies Act 1986, Unit Titles Act 1972, Building Act 2004 and Retirement Villages Act 2003

Quality standards met

Achieved

The Residential Tenancies Amendment Bill received its first reading on 26 May 2009 and was referred to the Social Services Committee. An initial briefing on the Unit Titles Bill was provided to the Social Services Committee on 13 May 2009, and support provided to the Committee during its hearing of oral submissions.

The Building Act Amendment Bill No. 2 had its first reading on 10 March 2009 and was referred to the Local Government and Environment Committee. Public submissions closed on 9 April 2009 and the Departmental Report was submitted on 11 May 2009 and was passed by the Committee. The Bill received its second reading on 26 May 2009 and is waiting for the Committee of the Whole House stage.

The Retirement Villages Act 2003 was successfully implemented, including a Code of Practice passed on 2 October 2008 and a supporting best practice guide released.

5.1.2 Quality and timeliness

Meet our quality standards for policy advice.

100%

Achieved

All reports and advice have undergone peer review, and been assessed against our quality standards.

Output 5.2: Sector, Industry and Market Monitoring

Monitor trends and developments in the building and housing sector.

5.2.1 Provide a framework for the monitoring and evaluation of sector performance

New measure

This work was not completed due to resources being reprioritised to higher priority work programmes (including weathertightness). The framework is now being advanced as part of two new reports on sector performance - a Housing Supply Report to be produced by the end of December 2009 and an Industry Economic Outlook Report by the end of February 2010.

Provide for the development of research to inform policy development

New measure

Achieved

Proposal for the development of two new reports on sector performance developed and approved.

5.2.2 Quality and timeliness

Meet our quality standards for policy advice.

Quality standards met

Achieved

All reports and advice have undergone peer review, and been assessed against our quality standards.

Output 5.3: Statutory Board Responsibilities

Advice on the efficient and effective regulation of trades and professions operating within the building and housing sector, including monitoring the effectiveness of statutory boards

5.3.1 Quantity

Board membership maintained at agreed levels

100%

Achieved

For the year, 35 appointments were completed including:

• six members to the Chartered Professional Engineers Council
• four members to the Electrical Workers Registration Board
• nine members to the Engineering Associates Registration Board
• one member to the Housing New Zealand Corporation Board
• 10 members to the Plumbers, Gasfitters and Drainlayers Board
• two members to the New Zealand Registered Architects Board
• three members to the State Housing Appeal Authority.

Board member appointments and reappointments within statutory guidelines and requirements

Number of vacancies that arise

35 vacancies

Appointments and reappointments were made within statutory guidelines and requirements.

Annual report on each Board's performance within statutory guidelines and requirements

Quality standards met

Achieved

Annual reports met statutory guidelines and requirements.

Interim or by exception reports on performance issues

Quality standards met

Achieved

Advice on output agreements for each Board

Quality standards met

Not achieved

Output agreements were replaced by Accountability Agreements, which then had to be negotiated with each Board. This consultation process took longer than expected. It is now anticipated that all Agreements will be with the Minister for signing by 31 December 2009.

5.3.2 Quality

Appointments comply with Cabinet Office guidelines

100%

Achieved

Board performance reports against output agreements

100%

Achieved

5.3.3 Timeliness

Appointments (or reappointments) completed

By agreed date

Achieved

Annual reports on performance

Within one month of receipt of report

Not achieved

Timing of the Election resulted in delays in forwarding reports to the Minister.

Output 5.4: Ministerial Services

This includes: responses to parliamentary questions ministerial correspondence Official Information Act 1982 and Privacy Act 1993 requests

5.4.1 Quantity

Forecast number of responses to parliamentary questions

120-140

Below forecast demand

72 responses to parliamentary questions were provided, of which 71 were written and one was an oral question.

Forecast number of responses to ministerial correspondence

400-450

Above forecast demand

637 responses to ministerial correspondence were drafted.

Forecast number of responses to Official Information Act 1982 and Privacy Act 1993 requests

220-240

Above forecast demand

484 Official Information Act requests were received and 472 were responded to within the year. Eight Privacy Act requests were received and responded to.

5.4.2 Quality

Ministerial satisfaction assessed through a structured discussion with the Minister three times per year. This will include performance against quality standards agreed with the Minister

Quality standards met

Achieved

The Minister for Building and Construction in the new Government provided feedback and the Department has acted on this. The Minister is satisfied with the performance of the Department.

Responses to Official Information Act requests comply with the legislation

100%

Not achieved

96% of responses to Official Information Act requests complied with the legislation.

Responses to Privacy Act requests comply with the legislation

100%

Achieved

100% of responses to Privacy Act requests complied with the legislation.

5.4.3 Timeliness

Responses to parliamentary questions provided within the deadlines agreed with the Minister

100%

Achieved

100% of responses to parliamentary questions were provided within the agreed deadlines.

Responses to ministerial correspondence provided within the deadlines agreed with the Minister

100%

Not achieved

91% of responses to ministerial correspondence were provided within the agreed deadlines. Some responses were delayed due to redrafting and revision of responses, and waiting for ministerial advice.

Responses to Official Information Act requests provided within statutory deadlines

100%

Not achieved

96% of responses to Official Information Act requests were provided within the statutory deadlines. Some were delayed due to redrafting and revision of responses, quantity of information requested, and waiting for Cabinet Office and ministerial advice.

Responses to Privacy Act requests provided within statutory deadlines

100%

Achieved

100% of responses to Privacy Act requests were provided within statutory deadlines.

Output class 6: Weathertight Homes Resolution Service

To provide owners of dwellinghouses affected by the leaky building syndrome with information and access to speedy, flexible and cost-effective procedures for assessment and resolution of claims relating to those buildings

Output 6.1: Claims Assessment

Provide owners of leaky homes with a comprehensive assessor's report that identifies water damage and necessary repairs in relation to their claim

6.1.1 Quantity

Number of eligible claims in respect of individual dwellinghouses received

1,000

Below forecast demand

783

This measure is based on single dwellings and does not take into account the increased number of multi claims. One large property with multiple units not meeting eligibility has an overall impact on meeting target.

The volume of eligible claims fluctuated each quarter, peaking at 269 in the third quarter. The Weathertight Review has resulted in claimants holding off lodging a claim until there is greater certainty.

Numbers of assessments completed

900

Achieved

923

6.1.2 Quality

Percentage of assessment reports meeting agreed quality standards

90%

Achieved

100% of assessment reports met agreed quality standards.

Percentage of estimated repair costs accurate to within 20%

75%

Not achieved

50% Assessor's reports estimate likely damage based on sample testing at a point in time. Time delays between assessment and repair result in further damage occurring and increase the scale of repairs (and costs). In addition, more significant damage is often revealed when actual repairs are done.

6.1.3 Timeliness

Percentage of claim assessments for single homes completed within three months of receipt of their application

75%

Not achieved

62% Delays result from a range of reasons including: claimants taking time to review reports; extra laboratory tests being required; and difficulty in gaining access for investigation.

Earlier intervention has been taken to address delays resulting in improvements compared to last year when only 51% of claims achieved the full year target.

Percentage of claim assessments from multi-dwelling complexes completed within 6 months of receipt of their application

75%

Not achieved

47%

The statistics are based on dwellings and not claims, and a single multi report can cover a large number of dwellings. The reports for large complexes take a longer time to produce, are likely to be over time and can effectively skew the results.

A number of ˜transitional' claims lodged under the WHRS Act 2002 transferred to the WHRS Act 2006.

During 2008/09 a new team was established to focus solely on multi-dwelling complexes, resulting in faster assessments in the third and fourth quarters.

Output 6.2: Claimant Advice

Provision of information and advice to claimants that allows them to better manage their claim

6.2.1 Quantity

Increased use of departmental resources and advice:

• Number of hits on departmental website

18,000

Above forecast demand

21,567

• Number of referrals to the ConsumerBuild website

8,400

Above forecast demand

10,401

• Number of publications viewed/requested

3,600

Below forecast demand

3,253 Demand-driven and directly related to the number of eligible applications received, which is below forecast.

• Number of weathertightness advice inquiries

12,000

Below forecast demand

4,935 The Department is promoting its online advice channels and clients are increasingly using online and printed channels to access information, rather than calling the advice line.

• Number of meetings held with claimants

300

Achieved

406

• Number of claims closed

200

Achieved

439

6.2.2 Quality

Increased satisfaction with advice provided

Greater than the 2007/08 actual

No comparison with customer satisfaction for 2007/08 was completed. The focus was on reviewing the approach to weathertightness problems. A Weathertight Claimant and Respondent Survey was completed in June 2009 as an input to the review. This, along with anecdotal customer feedback, suggests a high level of satisfaction with the weathertight assessment and claims advice service. This is countered by a lack of satisfaction with the dispute resolution aspect of the current service (largely the outcomes from the Weathertight Homes Tribunal).

6.2.3 Timeliness

Reduction in average time to refer claims to the Weathertight Homes Tribunal once a decision to proceed has been made

Reduction from the 2007/08 actual of 120 days

Not achieved

205 days

157 claims were referred to the Tribunal. The majority of these claims were lodged under the WHRS Act 2002 taking significantly longer on average to proceed than those lodged under the WHRS Act 2006.

The WHRS Act 2006 provides for faster resolution, the ability to terminate claims not pursued (tardy claims), and improved service due to historical knowledge and the ability to provide tailored advice and guidance to claimants.

Percentage of claims closed within 18 months of filing claim

90%

Not achieved

80%

Claims are not closed until claimants have completed repairs and the adjudication process has reached a conclusion. More owners are choosing to repair and this often takes many months due to financing problems and the time needed to complete the repairs.

6.2.4 Value for money

Percentage of clients completing repairs before proceeding to resolution

35%

Not achieved

18%

Difficulties in accessing finance or remediation specialists means more homeowners are proceeding to dispute resolution without repairing first.

Output 6.3: Dispute Resolution

The Department provides a mediation service on behalf, and at the direction, of the Weathertight Homes Tribunal

6.3.1 Timeliness

Percentage of mediations completed within specified timeframes

99%

Achieved

100% of mediations were completed within the specified timeframe.

6.3.2 Quality

Percentage of mediations resulting in settlement

85%

Not achieved

78% of mediations resulted in settlement.

99 mediations completed, 76 settled. The current economic situation makes settlement more difficult as some respondents are unable or unwilling to voluntarily contribute to repair costs due to financial constraints.

Ministry of Justice quality requirements (met)

80%

Achieved

100% of mediations met the Ministry of Justice quality requirements.

6.3.3 Value for money

Percentage of disputes resolved without the need for an adjudicated hearing by the Weathertight Homes Tribunal

85%

Achieved

93% were resolved without the need for an adjudicated hearing (192 out of 206 claims resolved).