INTRODUCTION

The Board Metric Reports cover four key metric areas: Satisfaction, Finance, Repairs and Maintenance, and Housing Management. Each area includes a set of measures used to support board-level monitoring, comparison, and interpretation of organisational performance.

Some metrics may differ depending on the reporting framework, particularly between NRSCH and VIC. For this reason, two versions of the glossary are provided to reflect the relevant definitions, calculations, and data availability for each framework.

Metrics marked with an asterisk (*) represent national benchmarks used for national comparison, rather than sector-only comparison.

GLOSSARY – Victoria Framework

Finance

Operating EBITDA % *

Calculation: Operating EBITDA / Total Income. Measures profitability from primary business activities as a % of the Total Income.

EBITDA return on assets *

Calculation: Operating EBITDA / Total Assets. Measures operational profitability compared to the book value of the assets.

Gearing Ratio *

Gearing Ratio is calculated as total repayable debt divided by total assets. It is used to determine sustainable debt levels and is monitored by Registrars to ensure the provider’s capital structure is viable in the long term.

Interest Coverage Ratio *

Calculation: Operating EBITDA / Total Interest Expenses. Measures financial stability and capacity to service debts.

Rent Revenue / Tenancies *

Calculation: Rent Revenue / Total Number of Tenancy Agreements. Measures the average dollar amount of Rent Revenue (Accrued) per property.

Rent Revenue / Total Income *

Calculation: Total Operating Revenue (Total Income) is aggregated considering only Housing Segments (excluding “Non-Housing” Income). Measures the proportion of Total Income that comes specifically from the core income stream that is Rent Revenue. A higher proportion means less dependency on other streams such as grants.

Operating Grants / Tenancies *

Calculation: Operating Grants / Total Number of Tenancy Agreements. Measures the average dollar amount of Operating Grants (Accrued) allocated per property.

Operating Grants / Total Income *

Calculation: Operating Grants / Total Operating Revenue. Measures the proportion of Total Income that comes from the Operating Grants.

Employee Expenses / Tenancies *

Calculation: Total of Salary and Wages / Total Number of Tenancy Agreements. This metric calculates the average dollar amount spent on Employee Expenses for each property. It provides insight into the workforce cost efficiency.

Employee Expenses / Total Income *

Calculation: Total of Salary and Wages / Total Operating Revenue. This metric represents the percentage of Total Income spent on employee expenses.

Working Capital Ratio *

Working Capital Ratio is calculated as current assets less restricted cash divided by current liabilities less unspent capital grants and accommodation bonds. This is a key measure of liquidity and is monitored by Registrars to ensure CHPs have a sufficient capacity to absorb adverse financial events.

Operating Ex. / Income *

Calculation: Total Operating Expenses / Total Operating Revenue. This metric represents the percentage of the Total Income allocated to cover Operating Expenses.

Repairs and Maintenance

Urgent Repair within Limits

VIC: Urgent repairs completed within 24 hours divided by total urgent repair requests. Represents the percentage of urgent repairs completed within 24 hours.

Non urgent Repair within Limits

VIC: Non-urgent repairs completed within 14 days divided by total non-urgent repair requests. Represents the percentage of non-urgent repairs completed within 14 days.

Urgent repair per 100 tenancies *

VIC: Total urgent repair requests divided by the number of tenancies, multiplied by 100. Represents urgent repair requests per 100 tenancies.

Non-Urgent repair per 100 tenancies

VIC: Total non-urgent repair requests divided by the number of tenancies, multiplied by 100. Represents non-urgent repair requests per 100 tenancies.

Total maintenance cost / Tenancies *

Total maintenance cost divided by the number of tenancy agreements. Measures total maintenance spend per tenancy.

Total maintenance cost / Income *

Total maintenance cost divided by total housing income. Measures maintenance cost as a proportion of income.

Responsive maintenance cost / Tenancies *

Responsive maintenance cost divided by the number of tenancy agreements. Measures reactive maintenance spend per tenancy.

Planned maintenance cost / Tenancies *

Planned maintenance cost divided by the number of tenancy agreements. Measures planned maintenance spend per tenancy.

Ratio between Planned and Total Cost *

Planned maintenance cost divided by total maintenance cost. Measures the proportion of maintenance spend that is planned.

Total Maintenance Cost per Unit of Satisfaction *

Total maintenance cost per unit divided by the relevant repairs and maintenance satisfaction score. Measures maintenance spend relative to tenant satisfaction with repairs and maintenance.

Housing Management

Rent Outstanding

VIC: Rent overdue on 30 June as a percentage of total rent charged during the financial year.

Tenancy Turnaround (T) *

VIC: Average number of days taken to re-let homes that were ready for occupation.

Tenancy Turnaround (U) *

VIC: Average number of days taken to re-let homes that required maintenance before occupation.

Occupancy Rate *

VIC: Proportion of days homes were occupied, based on the average maximum tenancies in the last two financial years.

Eviction Rate *

VIC: Total evictions during the financial year as a proportion of tenancies at 30 June. Evictions are where a warrant of possession is issued and the tenancy is subsequently terminated.

Tenancy Turnover / Exit Rate *

VIC: Tenancy exits divided by current tenancies. Measures turnover of tenancies during the reporting period.

Average Rent Outstanding / Tenant

VIC: Rent outstanding divided by the number of tenancies. Measures average rent arrears per tenant or tenancy.

Complaints resolved within 30 Days

VIC: Complaints resolved within 30 days divided by total complaints. Measures complaint resolution timeliness.

Complaints / Unit

VIC: Total complaints divided by the number of tenancy units.

Units per Employees *

Total tenancy agreements divided by full-time equivalent employees. Non-housing segments are excluded where applicable.

Operating Ex. per Unit *

Total operating expenses divided by the number of tenancy agreements. Measures operating cost per unit or tenancy.

Corp. Overheads per Unit

Corporate overhead expenses divided by the number of tenancy agreements. Corporate overheads include expenses not directly attributable to individual business segments.

Staffing Cost / Overall Satisfaction *

Employee or staffing costs per unit divided by the overall tenant satisfaction score. Measures staffing spend relative to overall satisfaction.

Satisfaction

Overall Satisfaction

Typically formulated as: Overall, how satisfied or dissatisfied are you with the services provided by [name of housing provider]?

Overall Repair Maintenance

Typically formulated as: Overall, how satisfied or dissatisfied are you with the repairs and maintenance services that [name of housing provider] provides?

Property Condition

Typically formulated as: Overall, how satisfied or dissatisfied are you with the condition of your home?

Repair Quality

Typically formulated as: Overall, how satisfied are you with the quality of the repair carried out at your home?

Communication

Typically formulated as: Overall, how satisfied or dissatisfied are you with communication with [name of housing provider]?

Tenant Rights Upheld

Typically formulated as: How satisfied or dissatisfied are you that your rights as a tenant are upheld by [name of housing provider]?

Complaints Handling

Typically formulated as: Overall, how satisfied or dissatisfied are you about how your complaint was dealt with?

Listening to and Act

Typically formulated as: How satisfied or dissatisfied are you that [name of housing provider] listens to tenants’ views and acts on them?

Neighbourhood

Typically formulated as: Overall, how satisfied or dissatisfied are you with your neighbourhood as a place to live?

Quality of Life

Typically formulated as: How much, if at all, has your life improved since living in a [name of housing provider] property?

Tenant Involvement

Typically formulated as: How satisfied or dissatisfied are you with the way [name of housing provider] involves tenants?

Value for Money Satisfaction

Typically formulated as: Overall, how satisfied or dissatisfied are you with the value for money for the rent you pay?