This is an HTML version of an attachment to the Freedom of Information request 'Reporting Functionality'.

App to Initial (New Case)
1. New Application throughput to Clearance (New Case) 
Measure
Cohort by month of new application throughput to initial clearance by case
Internal Performance measure
We aim to aim to progress applications to an outcome (assessment/closure) 80% within 6 weeks, 90% within 12 weeks.
Rationale
New applications should be completed as soon as possible as this is a key customer service.  
Detail
Report is in cohort by application date and cases
Lead Supporting line of business
Performance Issues
Clearance Outside of 18 Weeks / 
Clearance Within Target
Uncleared
Number of 
Cleared 
New Apps  Arrears Only 
Net 
New Apps 
Apps with 
Total Initial 
Within 18 
Month
Region
%
%
%
Cleared 
Cleared 
Cleared 
Received
Applications Applications
closed
Initial 
Clearances
Weeks
Cleared >18 
Within 4 
Within 6 
Within 12 
Uncleared 
Uncleared 
Calculation
(%)
Weeks
Weeks
Weeks
Weeks
(%)
Vol
(%)
(%)
(%)
(%)
CMS
6,128
63
6,065
676
11.1%
5,367
88.5%
6,043
99.6%
61.4%
76.6%
93.0%
97.3%
2.3%
0.4%
22
SW
1,578
10
1,568
129
8.2%
1,431
91.3%
1,560
99.5%
63.3%
79.6%
94.0%
97.3%
2.2%
0.5%
8
N
1,780
4
1,776
172
9.7%
1,598
90.0%
1,770
99.7%
57.2%
74.4%
91.4%
97.0%
2.7%
0.3%
6
Nov-16
SE
1,307
1
1,306
114
8.7%
1,188
91.0%
1,302
99.7%
51.1%
69.8%
92.5%
97.9%
1.8%
0.3%
4
E
1,222
2
1,220
115
9.4%
1,103
90.4%
1,218
99.8%
74.8%
83.8%
96.1%
98.5%
1.3%
0.2%
2
Ot
241
46
195
146
74.9%
47
24.1%
193
99.0%
67.2%
73.8%
83.1%
89.7%
9.2%
1.0%
2
CMS
4,050
34
4,016
498
12.4%
3,490
86.9%
3,988
99.3%
53.9%
75.6%
93.5%
97.1%
2.2%
0.7%
28
SW
1,042
3
1,039
105
10.1%
926
89.1%
1,031
99.2%
53.9%
76.1%
92.9%
96.5%
2.7%
0.8%
8
N
1,168
2
1,166
111
9.5%
1,047
89.8%
1,158
99.3%
49.3%
71.2%
92.5%
97.5%
1.8%
0.7%
8
Dec-16
SE
854
1
853
94
11.0%
753
88.3%
847
99.3%
47.7%
75.4%
93.0%
96.2%
3.0%
0.7%
6
E
821
3
818
81
9.9%
735
89.9%
816
99.8%
65.9%
83.1%
97.7%
99.1%
0.6%
0.2%
2
Ot
165
25
140
107
76.4%
29
20.7%
136
97.1%
60.0%
67.1%
84.3%
90.0%
7.1%
2.9%
4
CMS
6,866
41
6,825
767
11.2%
6,004
88.0%
6,771
99.2%
65.2%
81.9%
94.3%
97.0%
2.2%
0.8%
54
SW
1,848
6
1,842
171
9.3%
1,646
89.4%
1,817
98.6%
63.5%
84.0%
94.4%
96.7%
2.0%
1.4%
25
N
2,018
1
2,017
184
9.1%
1,823
90.4%
2,007
99.5%
61.7%
79.8%
95.1%
97.3%
2.2%
0.5%
10
Jan-17
SE
1,318
2
1,316
143
10.9%
1,164
88.4%
1,307
99.3%
62.7%
79.7%
93.5%
97.0%
2.4%
0.7%
9
E
1,411
0
1,411
101
7.2%
1,304
92.4%
1,405
99.6%
74.9%
85.6%
95.8%
97.9%
1.6%
0.4%
6
Ot
271
32
239
168
70.3%
67
28.0%
235
98.3%
64.0%
72.8%
82.8%
92.1%
6.3%
1.7%
4
CMS
6,279
58
6,221
717
11.5%
5,453
87.7%
6,170
99.2%
61.9%
81.1%
93.2%
96.7%
2.4%
0.8%
51
SW
1,685
10
1,675
146
8.7%
1,517
90.6%
1,663
99.3%
59.1%
81.4%
93.7%
96.4%
2.9%
0.7%
12
N
1,901
5
1,896
204
10.8%
1,686
88.9%
1,890
99.7%
61.0%
81.8%
94.2%
97.8%
1.8%
0.3%
6
Feb-17
SE
1,269
3
1,266
122
9.6%
1,129
89.2%
1,251
98.8%
59.6%
79.2%
92.1%
95.7%
3.1%
1.2%
15
E
1,168
1
1,167
100
8.6%
1,061
90.9%
1,161
99.5%
70.7%
84.2%
94.7%
98.1%
1.4%
0.5%
6
Ot
256
39
217
145
66.8%
60
27.6%
205
94.5%
58.1%
67.3%
80.6%
88.5%
6.0%
5.5%
12
CMS
6,990
59
6,931
799
11.5%
6,061
87.4%
6,860
99.0%
61.3%
79.7%
93.3%
96.5%
2.5%
1.0%
71
SW
1,950
20
1,930
176
9.1%
1,728
89.5%
1,904
98.7%
55.1%
77.7%
92.8%
96.3%
2.3%
1.3%
26
N
2,032
1
2,031
197
9.7%
1,822
89.7%
2,019
99.4%
62.4%
81.7%
94.4%
97.4%
2.0%
0.6%
12
Mar-17
SE
1,411
1
1,410
135
9.6%
1,254
88.9%
1,389
98.5%
57.7%
76.1%
91.3%
94.8%
3.8%
1.5%
21
E
1,301
3
1,298
119
9.2%
1,172
90.3%
1,291
99.5%
72.4%
84.2%
95.5%
98.1%
1.4%
0.5%
7
Ot
296
34
262
172
65.6%
85
32.4%
257
98.1%
61.8%
75.6%
88.9%
91.6%
6.5%
1.9%
5
CMS
5,372
46
5,326
620
11.6%
4,619
86.7%
5,239
98.4%
58.0%
78.4%
93.4%
96.5%
1.9%
1.6%
87
SW
1,481
32
1,449
144
9.9%
1,282
88.5%
1,426
98.4%
51.1%
78.9%
93.5%
96.7%
1.7%
1.6%
23
N
1,575
0
1,575
149
9.5%
1,415
89.8%
1,564
99.3%
57.6%
77.4%
94.4%
97.8%
1.5%
0.7%
11
Apr-17
SE
1,136
1
1,135
129
11.4%
975
85.9%
1,104
97.3%
54.6%
73.2%
89.6%
93.7%
3.6%
2.7%
31
E
968
2
966
81
8.4%
876
90.7%
957
99.1%
72.3%
86.2%
97.7%
98.9%
0.2%
0.9%
9
Ot
212
11
201
117
58.2%
71
35.3%
188
93.5%
61.2%
74.1%
84.1%
88.1%
5.5%
6.5%
13
CMS
6,656
58
6,598
736
11.2%
5,742
87.0%
6,478
98.2%
61.5%
80.9%
93.7%
96.8%
1.4%
1.8%
120
SW
1,767
40
1,727
159
9.2%
1,535
88.9%
1,694
98.1%
58.8%
81.0%
93.0%
96.6%
1.5%
1.9%
33
N
2,059
1
2,058
219
10.6%
1,816
88.2%
2,035
98.9%
60.5%
81.2%
95.4%
98.2%
0.7%
1.1%
23
May-17
SE
1,323
0
1,323
123
9.3%
1,167
88.2%
1,290
97.5%
51.0%
74.3%
90.8%
94.9%
2.6%
2.5%
33
E
1,268
0
1,268
95
7.5%
1,160
91.5%
1,255
99.0%
77.6%
89.0%
97.0%
98.3%
0.7%
1.0%
13
Ot
239
17
222
140
63.1%
64
28.8%
204
91.9%
61.7%
70.3%
81.5%
88.3%
3.6%
8.1%
18
CMS
6,591
84
6,507
715
11.0%
5,638
86.6%
6,353
97.6%
64.1%
82.8%
94.3%
97.1%
0.5%
2.4%
154
SW
1,732
60
1,672
161
9.6%
1,463
87.5%
1,624
97.1%
61.7%
82.2%
93.0%
96.9%
0.2%
2.9%
48
N
2,038
2
2,036
175
8.6%
1,831
89.9%
2,006
98.5%
62.5%
82.8%
95.4%
97.8%
0.7%
1.5%
30
Jun-17
SE
1,260
0
1,260
140
11.1%
1,085
86.1%
1,225
97.2%
53.5%
79.7%
93.1%
96.3%
1.0%
2.8%
35
E
1,317
0
1,317
106
8.0%
1,200
91.1%
1,306
99.2%
80.3%
89.3%
97.9%
99.0%
0.2%
0.8%
11
Ot
244
22
222
133
59.9%
59
26.6%
192
86.5%
62.2%
68.0%
80.2%
85.1%
1.4%
13.5%
30
CMS
6,148
27
6,121
632
10.3%
5,249
85.8%
5,881
96.1%
65.4%
83.2%
94.1%
96.1%
0.0%
3.9%
240
SW
1,619
11
1,608
119
7.4%
1,423
88.5%
1,542
95.9%
59.1%
80.7%
93.4%
95.9%
0.0%
4.1%
66
N
1,785
1
1,784
184
10.3%
1,546
86.7%
1,730
97.0%
66.0%
84.2%
95.2%
97.0%
0.0%
3.0%
54
Jul-17
SE
1,236
1
1,235
117
9.5%
1,071
86.7%
1,188
96.2%
58.3%
82.6%
94.4%
96.2%
0.0%
3.8%
47
E
1,304
0
1,304
105
8.1%
1,176
90.2%
1,281
98.2%
81.1%
89.5%
96.5%
98.2%
0.0%
1.8%
23
Ot
204
14
190
107
56.3%
33
17.4%
140
73.7%
50.5%
54.7%
69.5%
73.7%
0.0%
26.3%
50
CMS
6,576
58
6,518
369
5.7%
5,710
87.6%
6,079
93.3%
65.7%
83.8%
93.2%
93.3%
0.0%
6.7%
439
SW
1,755
33
1,722
95
5.5%
1,496
86.9%
1,591
92.4%
58.5%
81.6%
92.2%
92.4%
0.0%
7.6%
131
N
2,030
0
2,030
112
5.5%
1,797
88.5%
1,909
94.0%
68.9%
85.9%
94.0%
94.0%
0.0%
6.0%
121
Aug-17
SE
1,248
0
1,248
63
5.0%
1,110
88.9%
1,173
94.0%
60.3%
82.9%
94.0%
94.0%
0.0%
6.0%
75
E
1,379
0
1,379
63
4.6%
1,258
91.2%
1,321
95.8%
78.8%
88.7%
95.7%
95.8%
0.0%
4.2%
58
Ot
164
25
139
36
25.9%
49
35.3%
85
61.2%
27.3%
41.0%
60.4%
61.2%
0.0%
38.8%
54
CMS
6,994
105
6,889
607
8.8%
5,119
74.3%
5,726
83.1%
69.4%
81.3%
83.1%
83.1%
0.0%
16.9%
1,163
SW
1,767
10
1,757
120
6.8%
1,296
73.8%
1,416
80.6%
65.6%
78.8%
80.6%
80.6%
0.0%
19.4%
341
N
2,051
2
2,049
167
8.2%
1,544
75.4%
1,711
83.5%
70.2%
81.4%
83.5%
83.5%
0.0%
16.5%
338
Sep-17
SE
1,368
0
1,368
106
7.7%
1,028
75.1%
1,134
82.9%
65.1%
80.7%
82.9%
82.9%
0.0%
17.1%
234
E
1,404
1
1,403
101
7.2%
1,152
82.1%
1,253
89.3%
79.5%
88.3%
89.3%
89.3%
0.0%
10.7%
150
Ot
404
92
312
113
36.2%
99
31.7%
212
67.9%
59.3%
65.7%
67.9%
67.9%
0.0%
32.1%
100
CMS
6,474
21
6,453
313
4.9%
1,810
28.0%
2,123
32.9%
32.7%
32.9%
32.9%
32.9%
0.0%
67.1%
4,330
SW
1,631
8
1,623
40
2.5%
489
30.1%
529
32.6%
32.3%
32.6%
32.6%
32.6%
0.0%
67.4%
1,094
N
1,852
0
1,852
67
3.6%
530
28.6%
597
32.2%
32.0%
32.2%
32.2%
32.2%
0.0%
67.8%
1,255
Oct-17
SE
1,215
0
1,215
34
2.8%
355
29.2%
389
32.0%
31.8%
32.0%
32.0%
32.0%
0.0%
68.0%
826
E
1,166
0
1,166
51
4.4%
430
36.9%
481
41.3%
41.0%
41.3%
41.3%
41.3%
0.0%
58.7%
685
Ot
610
13
597
121
20.3%
6
1.0%
127
21.3%
21.3%
21.3%
21.3%
21.3%
0.0%
78.7%
470
Clearance Outside of 18 Weeks / 
Clearance Within Target
Number of 
Cleared 
Uncleared
Rolling 
New Apps  Arrears Only 
Net 
New Apps 
Apps with 
Total Initial 
Within 18 
Region
%
%
%
Cleared 
Cleared 
Cleared 
Period
Received
Applications Applications
closed
Initial 
Clearances
Weeks
Cleared >18 
Within 4 
Within 6 
Within 12 
Uncleared 
Uncleared 
Calculation
(%)
Weeks
Weeks
Weeks
Weeks
(%)
Vol
(%)
(%)
(%)
(%)
CMS Total
55,080
470
54,610
6,160
11.3%
47,623
87.2%
53,783
98.5%
61.8%
80.3%
93.7%
96.8%
1.7%
1.5%
827
Nov-16
South West
14,702
192
14,510
1,310
9.0%
12,951
89.3%
14,261
98.3%
58.7%
80.4%
93.4%
96.6%
1.7%
1.7%
249
Northern
16,356
17
16,339
1,595
9.8%
14,584
89.3%
16,179
99.0%
60.4%
79.9%
94.3%
97.5%
1.5%
1.0%
160
To
South East
11,114
10
11,104
1,117
10.1%
9,786
88.1%
10,903
98.2%
55.4%
76.7%
92.2%
95.9%
2.3%
1.8%
201
Jul-17
Eastern
10,780
11
10,769
903
8.4%
9,787
90.9%
10,690
99.3%
74.9%
86.3%
96.5%
98.4%
0.8%
0.7%
79
Other
2,128
240
1,888
1,235
65.4%
515
27.3%
1,750
92.7%
60.9%
69.7%
81.9%
87.7%
5.0%
7.3%
138
Information & Caveats
1. Applications are placed into monthly cohorts depending on the value in the Date Opened field
2. A case is counted as an initial clearance based upon the earliest occurance of either a Closure, Initial Assessment or Additional Case Service Request (SR).
3. The appropriate SR completion date is used as the initial clearance date which is then used to determine the time to clear measures.
4. In some instances the Application will be recorded as 'Closed' without an appropriate Closure SR. In these instances the system closure date is used.
5. This report is split by ‘Old Case’ (clients who have come through the case closure journey) and ‘New Case’ (where the clients have not come through the case closure journey).

App to Initial (Old Case)
2. New Application throughput to Clearance (Old Cases)
Measure
Cohort by month of new application throughput to initial clearance by case
Internal Performance measure
We aim to aim to progress applications to an outcome (assessment/closure) 80% within 6 weeks, 90% within 12 weeks.
Rationale
New applications should be completed as soon as possible as this is a key customer service.  
Detail
Report is in cohort by application date and cases
Lead Supporting line of business
Performance Issues
Clearance Outside of 18 Weeks / 
Clearance Within Target
Uncleared
Number of 
Cleared 
New Apps  Arrears Only 
Net 
New Apps 
Apps with 
Total Initial 
Within 18 
Month
Region
%
%
%
Cleared 
Cleared 
Cleared 
Received
Applications Applications
closed
Initial 
Clearances
Weeks
Cleared >18 
Within 4 
Within 6 
Within 12 
Uncleared 
Uncleared 
Calculation
(%)
Weeks
Weeks
Weeks
Weeks
(%)
Vol
(%)
(%)
(%)
(%)
CMS
15,008
8,940
6,068
411
6.8%
5,620
92.6%
6,031
99.4%
34.9%
51.8%
77.7%
87.0%
12.4%
0.6%
37
SW
2,573
977
1,596
46
2.9%
1,541
96.6%
1,587
99.4%
32.8%
52.3%
76.3%
85.2%
14.2%
0.6%
9
N
2,659
943
1,716
81
4.7%
1,624
94.6%
1,705
99.4%
33.3%
51.7%
77.7%
88.5%
10.8%
0.6%
11
Nov-16
SE
1,648
475
1,173
39
3.3%
1,125
95.9%
1,164
99.2%
25.7%
43.7%
76.7%
85.8%
13.4%
0.8%
9
E
1,904
687
1,217
48
3.9%
1,164
95.6%
1,212
99.6%
41.5%
55.2%
80.4%
88.0%
11.6%
0.4%
5
Ot
6,224
5,858
366
197
53.8%
166
45.4%
363
99.2%
59.3%
64.2%
78.1%
87.4%
11.7%
0.8%
3
CMS
7,786
3,789
3,997
269
6.7%
3,708
92.8%
3,977
99.5%
32.5%
56.9%
83.2%
90.9%
8.6%
0.5%
20
SW
1,499
453
1,046
38
3.6%
1,001
95.7%
1,039
99.3%
32.5%
58.6%
83.3%
90.2%
9.1%
0.7%
7
N
1,542
344
1,198
66
5.5%
1,128
94.2%
1,194
99.7%
29.4%
55.4%
83.9%
91.6%
8.1%
0.3%
4
Dec-16
SE
952
163
789
30
3.8%
755
95.7%
785
99.5%
28.8%
53.2%
82.6%
89.6%
9.9%
0.5%
4
E
1,176
392
784
24
3.1%
757
96.6%
781
99.6%
34.3%
58.9%
83.9%
92.7%
6.9%
0.4%
3
Ot
2,617
2,437
180
111
61.7%
67
37.2%
178
98.9%
61.1%
65.0%
77.8%
88.9%
10.0%
1.1%
2
CMS
10,929
3,876
7,053
545
7.7%
6,464
91.6%
7,009
99.4%
37.6%
58.1%
80.9%
89.1%
10.3%
0.6%
44
SW
2,426
549
1,877
87
4.6%
1,775
94.6%
1,862
99.2%
33.2%
57.6%
79.5%
87.3%
11.9%
0.8%
15
N
2,518
452
2,066
87
4.2%
1,970
95.4%
2,057
99.6%
36.4%
56.5%
83.0%
90.2%
9.3%
0.4%
9
Jan-17
SE
1,503
182
1,321
70
5.3%
1,241
93.9%
1,311
99.2%
34.5%
56.3%
78.4%
88.4%
10.8%
0.8%
10
E
1,753
355
1,398
59
4.2%
1,337
95.6%
1,396
99.9%
41.3%
59.7%
81.3%
90.0%
9.9%
0.1%
2
Ot
2,729
2,338
391
242
61.9%
141
36.1%
383
98.0%
62.1%
69.1%
83.1%
90.0%
7.9%
2.0%
8
CMS
10,522
4,680
5,842
443
7.6%
5,342
91.4%
5,785
99.0%
37.5%
58.9%
80.2%
88.0%
11.0%
1.0%
57
SW
2,339
813
1,526
56
3.7%
1,445
94.7%
1,501
98.4%
31.7%
56.5%
77.6%
85.6%
12.7%
1.6%
25
N
2,069
389
1,680
78
4.6%
1,593
94.8%
1,671
99.5%
37.4%
59.5%
81.7%
89.3%
10.1%
0.5%
9
Feb-17
SE
1,267
171
1,096
53
4.8%
1,029
93.9%
1,082
98.7%
35.9%
56.6%
78.7%
86.0%
12.7%
1.3%
14
E
1,483
308
1,175
43
3.7%
1,130
96.2%
1,173
99.8%
39.7%
61.3%
82.5%
90.0%
9.8%
0.2%
2
Ot
3,364
2,999
365
213
58.4%
145
39.7%
358
98.1%
59.7%
66.3%
80.8%
91.0%
7.1%
1.9%
7
CMS
10,341
4,134
6,207
416
6.7%
5,696
91.8%
6,112
98.5%
35.9%
57.3%
81.2%
88.5%
9.9%
1.5%
95
SW
2,664
938
1,726
74
4.3%
1,615
93.6%
1,689
97.9%
29.8%
53.0%
80.0%
88.4%
9.5%
2.1%
37
N
2,182
376
1,806
91
5.0%
1,696
93.9%
1,787
98.9%
36.5%
57.4%
82.1%
89.8%
9.2%
1.1%
19
Mar-17
SE
1,306
161
1,145
48
4.2%
1,077
94.1%
1,125
98.3%
35.2%
56.2%
79.4%
86.5%
11.8%
1.7%
20
E
1,488
296
1,192
53
4.4%
1,131
94.9%
1,184
99.3%
41.9%
65.1%
83.8%
88.8%
10.5%
0.7%
8
Ot
2,701
2,363
338
150
44.4%
177
52.4%
327
96.7%
45.9%
55.6%
80.5%
88.8%
8.0%
3.3%
11
CMS
7,536
3,145
4,391
291
6.6%
3,877
88.3%
4,168
94.9%
36.8%
58.9%
78.9%
85.1%
9.8%
5.1%
223
SW
1,799
599
1,200
52
4.3%
1,071
89.3%
1,123
93.6%
30.4%
56.9%
77.5%
83.2%
10.4%
6.4%
77
N
1,604
294
1,310
59
4.5%
1,196
91.3%
1,255
95.8%
35.6%
58.6%
80.8%
87.3%
8.5%
4.2%
55
Apr-17
SE
926
150
776
31
4.0%
687
88.5%
718
92.5%
34.3%
52.7%
73.6%
80.5%
12.0%
7.5%
58
E
1,117
265
852
29
3.4%
797
93.5%
826
96.9%
44.6%
64.6%
81.8%
86.7%
10.2%
3.1%
26
Ot
2,090
1,837
253
120
47.4%
126
49.8%
246
97.2%
55.3%
70.0%
81.8%
90.9%
6.3%
2.8%
7
CMS
8,555
4,208
4,347
269
6.2%
3,634
83.6%
3,903
89.8%
37.9%
58.7%
77.2%
84.6%
5.2%
10.2%
444
SW
1,859
793
1,066
49
4.6%
933
87.5%
982
92.1%
36.9%
58.5%
77.6%
85.6%
6.6%
7.9%
84
N
1,519
219
1,300
55
4.2%
1,189
91.5%
1,244
95.7%
40.0%
65.5%
85.2%
91.8%
3.9%
4.3%
56
May-17
SE
894
100
794
30
3.8%
709
89.3%
739
93.1%
31.7%
54.0%
75.9%
86.1%
6.9%
6.9%
55
E
916
150
766
37
4.8%
698
91.1%
735
96.0%
49.1%
67.0%
83.9%
90.3%
5.6%
4.0%
31
Ot
3,367
2,946
421
98
23.3%
105
24.9%
203
48.2%
25.4%
31.8%
42.0%
46.3%
1.9%
51.8%
218
CMS
6,736
2,414
4,322
328
7.6%
3,394
78.5%
3,722
86.1%
40.6%
57.5%
75.7%
84.3%
1.8%
13.9%
600
SW
1,533
512
1,021
40
3.9%
903
88.4%
943
92.4%
39.8%
60.6%
79.8%
90.2%
2.2%
7.6%
78
N
1,422
195
1,227
66
5.4%
1,115
90.9%
1,181
96.3%
44.7%
65.2%
84.9%
94.3%
2.0%
3.7%
46
Jun-17
SE
756
73
683
47
6.9%
588
86.1%
635
93.0%
35.1%
54.6%
79.9%
90.9%
2.0%
7.0%
48
E
864
126
738
42
5.7%
674
91.3%
716
97.0%
55.0%
70.7%
88.8%
95.9%
1.1%
3.0%
22
Ot
2,161
1,508
653
133
20.4%
114
17.5%
247
37.8%
23.6%
26.2%
32.8%
36.4%
1.4%
62.2%
406
CMS
6,964
3,084
3,880
209
5.4%
2,971
76.6%
3,180
82.0%
40.3%
57.7%
76.8%
82.0%
0.0%
18.0%
700
SW
1,480
570
910
23
2.5%
781
85.8%
804
88.4%
36.4%
58.5%
82.3%
88.4%
0.0%
11.6%
106
N
1,182
183
999
46
4.6%
901
90.2%
947
94.8%
48.0%
68.6%
88.9%
94.8%
0.0%
5.2%
52
Jul-17
SE
707
93
614
22
3.6%
525
85.5%
547
89.1%
38.6%
57.7%
82.1%
89.1%
0.0%
10.9%
67
E
838
116
722
14
1.9%
681
94.3%
695
96.3%
53.9%
72.2%
91.3%
96.3%
0.0%
3.7%
27
Ot
2,757
2,122
635
104
16.4%
83
13.1%
187
29.4%
20.2%
23.3%
28.2%
29.4%
0.0%
70.6%
448
CMS
7,893
3,987
3,906
84
2.2%
2,803
71.8%
2,887
73.9%
39.4%
57.2%
73.6%
73.9%
0.0%
26.1%
1,019
SW
1,421
512
909
22
2.4%
719
79.1%
741
81.5%
40.0%
61.6%
81.3%
81.5%
0.0%
18.5%
168
N
1,219
177
1,042
23
2.2%
890
85.4%
913
87.6%
47.3%
67.9%
87.1%
87.6%
0.0%
12.4%
129
Aug-17
SE
689
89
600
16
2.7%
492
82.0%
508
84.7%
42.7%
63.2%
84.3%
84.7%
0.0%
15.3%
92
E
802
110
692
17
2.5%
626
90.5%
643
92.9%
58.8%
77.0%
92.6%
92.9%
0.0%
7.1%
49
Ot
3,762
3,099
663
6
0.9%
76
11.5%
82
12.4%
3.0%
8.3%
12.4%
12.4%
0.0%
87.6%
581
CMS
7,168
2,409
4,759
220
4.6%
2,552
53.6%
2,772
58.2%
40.6%
54.4%
58.2%
58.2%
0.0%
41.8%
1,987
SW
1,123
145
978
23
2.4%
625
63.9%
648
66.3%
43.7%
60.9%
66.3%
66.3%
0.0%
33.7%
330
N
1,293
116
1,177
37
3.1%
802
68.1%
839
71.3%
48.3%
67.1%
71.3%
71.3%
0.0%
28.7%
338
Sep-17
SE
732
49
683
19
2.8%
454
66.5%
473
69.3%
46.1%
63.8%
69.3%
69.3%
0.0%
30.7%
210
E
877
87
790
32
4.1%
597
75.6%
629
79.6%
58.2%
74.6%
79.6%
79.6%
0.0%
20.4%
161
Ot
3,143
2,012
1,131
109
9.6%
74
6.5%
183
16.2%
14.4%
15.9%
16.2%
16.2%
0.0%
83.8%
948
CMS
5,222
1,179
4,043
128
3.2%
732
18.1%
860
21.3%
21.2%
21.3%
21.3%
21.3%
0.0%
78.7%
3,183
SW
736
69
667
9
1.3%
176
26.4%
185
27.7%
27.4%
27.7%
27.7%
27.7%
0.0%
72.3%
482
N
907
75
832
12
1.4%
251
30.2%
263
31.6%
31.5%
31.6%
31.6%
31.6%
0.0%
68.4%
569
Oct-17
SE
463
24
439
12
2.7%
120
27.3%
132
30.1%
29.8%
30.1%
30.1%
30.1%
0.0%
69.9%
307
E
523
39
484
8
1.7%
174
36.0%
182
37.6%
37.6%
37.6%
37.6%
37.6%
0.0%
62.4%
302
Ot
2,593
972
1,621
87
5.4%
11
0.7%
98
6.0%
6.0%
6.0%
6.0%
6.0%
0.0%
94.0%
1,523
Clearance Outside of 18 Weeks / 
Clearance Within Target
Number of 
Cleared 
Uncleared
Rolling 
New Apps  Arrears Only 
Net 
New Apps 
Apps with 
Total Initial 
Within 18 
Region
%
%
%
Cleared 
Cleared 
Cleared 
Period
Received
Applications Applications
closed
Initial 
Clearances
Weeks
Cleared >18 
Within 4 
Within 6 
Within 12 
Uncleared 
Uncleared 
Calculation
(%)
Weeks
Weeks
Weeks
Weeks
(%)
Vol
(%)
(%)
(%)
(%)
CMS Total
84,377
38,270
46,107
3,181
6.9%
40,706
88.3%
43,887
95.2%
37.0%
57.2%
79.3%
86.9%
8.3%
4.8%
2,220
Nov-16
South West
18,172
6,204
11,968
465
3.9%
11,065
92.5%
11,530
96.3%
33.2%
56.5%
79.1%
87.0%
9.4%
3.7%
438
Northern
16,697
3,395
13,302
629
4.7%
12,412
93.3%
13,041
98.0%
37.4%
59.1%
82.7%
90.5%
7.5%
2.0%
261
To
South East
9,959
1,568
8,391
370
4.4%
7,736
92.2%
8,106
96.6%
33.1%
53.7%
78.5%
86.9%
9.7%
3.4%
285
Jul-17
Eastern
11,539
2,695
8,844
349
3.9%
8,369
94.6%
8,718
98.6%
43.7%
63.0%
83.6%
90.5%
8.0%
1.4%
126
Other
28,010
24,408
3,602
1,368
38.0%
1,124
31.2%
2,492
69.2%
40.9%
46.7%
58.2%
64.2%
4.9%
30.8%
1,110
Information & Caveats
1. Applications are placed into monthly cohorts depending on the value in the Date Opened field
2. A case is counted as an initial clearance based upon the earliest occurance of either a Closure, Initial Assessment or Additional Case Service Request (SR).
3. The appropriate SR completion date is used as the initial clearance date which is then used to determine the time to clear measures.
4. In some instances the Application will be recorded as 'Closed' without an appropriate Closure SR. In these instances the system closure date is used.
5. This report is split by ‘Old Case’ (clients who have come through the case closure journey) and ‘New Case’ (where the clients have not come through the case closure journey).

App to 1st Payment (New Case)
3. New Application throughput to first payment (New Case)
Measure
Cohort by month of new application throughput to initial clearance by case
Internal Performance measure
We aim to aim to progress applications to an outcome (Payment/closure) 60% within 12 weeks, 
Rationale
New applications should be completed as soon as possible as this is a key customer service.  
Detail
Report is in cohort by application date and cases
Lead Supporting line of business
Performance Issues
Payment From NRP
Payment 
Payment 
received and 
Payment received within 
received and 
Cleared 
Total cleared
Uncleared
Target
Cleared over 
First 
First 
within 12-18 
New Apps  Arrears Only 
Net 
New Apps 
Nil 
18 weeks
Month
Region
Payments 
Payments 
weeks
Received
Applications Applications
closed
Assessed
due
received
Within 6 
Within 12 
Within 18 
 >18 Weeks
Weeks
Vol
%
Vol
%
Weeks (%)
Weeks (%)
(%)
(%)
CMS
6,128
63
6,065
676
265
5,124
4,960
69.2%
87.4%
92.4%
4.4%
4,960
96.8%
164
3.2%
SW
1,578
10
1,568
129
62
1,377
1,341
73.7%
90.3%
93.8%
3.6%
1,341
97.4%
36
2.6%
N
1,780
4
1,776
172
79
1,525
1,474
67.3%
85.0%
91.6%
5.0%
1,474
96.7%
51
3.3%
Nov-16
SE
1,307
1
1,306
114
72
1,120
1,075
61.9%
84.6%
90.4%
5.6%
1,075
96.0%
45
4.0%
E
1,222
2
1,220
115
50
1,055
1,029
75.3%
91.1%
94.9%
2.7%
1,029
97.5%
26
2.5%
Ot
241
46
195
146
2
47
41
38.3%
63.8%
74.5%
12.8%
41
87.2%
6
12.8%
CMS
4,050
34
4,016
498
185
3,333
3,215
68.7%
87.9%
92.3%
4.1%
3,215
96.5%
118
3.5%
SW
1,042
3
1,039
105
49
885
854
70.3%
88.9%
92.8%
3.7%
854
96.5%
31
3.5%
N
1,168
2
1,166
111
37
1,018
984
65.1%
86.1%
91.8%
4.8%
984
96.7%
34
3.3%
Dec-16
SE
854
1
853
94
52
707
676
67.9%
86.3%
90.4%
5.2%
676
95.6%
31
4.4%
E
821
3
818
81
46
691
676
74.7%
92.3%
95.5%
2.3%
676
97.8%
15
2.2%
Ot
165
25
140
107
1
32
25
25.0%
59.4%
71.9%
6.3%
25
78.1%
7
21.9%
CMS
6,866
41
6,825
767
259
5,799
5,603
73.8%
88.9%
92.8%
3.8%
5,603
96.6%
196
3.4%
SW
1,848
6
1,842
171
69
1,602
1,551
77.6%
90.7%
93.7%
3.1%
1,551
96.8%
51
3.2%
N
2,018
1
2,017
184
75
1,758
1,705
71.8%
88.9%
93.1%
3.9%
1,705
97.0%
53
3.0%
Jan-17
SE
1,318
2
1,316
143
52
1,121
1,070
71.2%
86.9%
91.2%
4.3%
1,070
95.5%
51
4.5%
E
1,411
0
1,411
101
62
1,248
1,219
76.4%
90.1%
93.9%
3.8%
1,219
97.7%
29
2.3%
Ot
271
32
239
168
1
70
58
32.9%
57.1%
72.9%
10.0%
58
82.9%
12
17.1%
CMS
6,279
58
6,221
717
288
5,216
4,971
73.8%
87.6%
92.0%
3.3%
4,971
95.3%
245
4.7%
SW
1,685
10
1,675
146
88
1,441
1,383
75.0%
89.0%
92.6%
3.3%
1,383
96.0%
58
4.0%
N
1,901
5
1,896
204
89
1,603
1,538
74.5%
87.4%
92.4%
3.6%
1,538
95.9%
65
4.1%
Feb-17
SE
1,269
3
1,266
122
47
1,097
1,028
70.5%
86.1%
90.4%
3.3%
1,028
93.7%
69
6.3%
E
1,168
1
1,167
100
61
1,006
975
77.7%
90.5%
94.6%
2.3%
975
96.9%
31
3.1%
Ot
256
39
217
145
3
69
47
29.0%
47.8%
58.0%
10.1%
47
68.1%
22
31.9%
CMS
6,990
59
6,931
799
259
5,873
5,623
71.4%
88.0%
92.0%
3.8%
5,623
95.7%
250
4.3%
SW
1,950
20
1,930
176
74
1,680
1,619
71.1%
89.0%
92.9%
3.5%
1,619
96.4%
61
3.6%
N
2,032
1
2,031
197
69
1,765
1,689
73.1%
88.1%
92.2%
3.5%
1,689
95.7%
76
4.3%
Mar-17
SE
1,411
1
1,410
135
51
1,224
1,161
66.5%
85.4%
89.6%
5.2%
1,161
94.9%
63
5.1%
E
1,301
3
1,298
119
59
1,120
1,082
76.9%
90.7%
93.9%
2.7%
1,082
96.6%
38
3.4%
Ot
296
34
262
172
6
84
72
42.9%
69.0%
76.2%
9.5%
72
85.7%
12
14.3%
CMS
5,372
46
5,326
620
218
4,488
4,239
71.3%
87.9%
91.7%
2.7%
4,239
94.5%
249
5.5%
SW
1,481
32
1,449
144
52
1,253
1,188
73.0%
89.1%
92.6%
2.2%
1,188
94.8%
65
5.2%
N
1,575
0
1,575
149
71
1,355
1,289
69.8%
88.0%
92.5%
2.7%
1,289
95.1%
66
4.9%
Apr-17
SE
1,136
1
1,135
129
41
965
897
65.8%
83.1%
88.2%
4.8%
897
93.0%
68
7.0%
E
968
2
966
81
46
839
810
79.0%
93.7%
95.6%
1.0%
810
96.5%
29
3.5%
Ot
212
11
201
117
8
76
55
52.6%
63.2%
67.1%
5.3%
55
72.4%
21
27.6%
CMS
6,656
58
6,598
736
288
5,574
5,257
72.6%
88.4%
92.2%
2.1%
5,257
94.3%
317
5.7%
SW
1,767
40
1,727
159
81
1,487
1,414
73.6%
89.0%
93.2%
1.9%
1,414
95.1%
73
4.9%
N
2,059
1
2,058
219
87
1,752
1,651
72.9%
88.5%
92.1%
2.1%
1,651
94.2%
101
5.8%
May-17
SE
1,323
0
1,323
123
59
1,141
1,074
66.8%
86.2%
90.9%
3.2%
1,074
94.1%
67
5.9%
E
1,268
0
1,268
95
57
1,116
1,062
79.7%
92.4%
94.3%
0.9%
1,062
95.2%
54
4.8%
Ot
239
17
222
140
4
78
56
29.5%
50.0%
66.7%
5.1%
56
71.8%
22
28.2%
CMS
6,591
84
6,507
715
251
5,541
5,158
74.4%
88.3%
92.5%
0.6%
5,158
93.1%
383
6.9%
SW
1,732
60
1,672
161
61
1,450
1,345
75.0%
87.9%
92.4%
0.3%
1,345
92.8%
105
7.2%
N
2,038
2
2,036
175
84
1,777
1,660
74.6%
88.2%
92.7%
0.7%
1,660
93.4%
117
6.6%
Jun-17
SE
1,260
0
1,260
140
57
1,063
984
72.3%
87.2%
91.6%
0.9%
984
92.6%
79
7.4%
E
1,317
0
1,317
106
46
1,165
1,120
79.1%
93.3%
95.7%
0.4%
1,120
96.1%
45
3.9%
Ot
244
22
222
133
3
86
49
20.9%
45.3%
53.5%
3.5%
49
57.0%
37
43.0%
CMS
6,148
27
6,121
632
227
5,262
4,775
75.3%
88.1%
90.7%
0.0%
4,775
90.7%
487
9.3%
SW
1,619
11
1,608
119
58
1,431
1,294
74.1%
87.5%
90.4%
0.0%
1,294
90.4%
137
9.6%
N
1,785
1
1,784
184
55
1,545
1,419
76.1%
89.4%
91.8%
0.0%
1,419
91.8%
126
8.2%
Jul-17
SE
1,236
1
1,235
117
61
1,057
949
73.3%
87.2%
89.8%
0.0%
949
89.8%
108
10.2%
E
1,304
0
1,304
105
53
1,146
1,086
82.0%
92.2%
94.8%
0.0%
1,086
94.8%
60
5.2%
Ot
204
14
190
107
0
83
27
14.5%
27.7%
32.5%
0.0%
27
32.5%
56
67.5%
CMS
6,576
58
6,518
369
239
5,910
5,163
75.2%
87.2%
87.4%
0.0%
5,163
87.4%
747
12.6%
SW
1,755
33
1,722
95
55
1,572
1,363
74.1%
86.5%
86.7%
0.0%
1,363
86.7%
209
13.3%
N
2,030
0
2,030
112
88
1,830
1,595
75.7%
87.0%
87.2%
0.0%
1,595
87.2%
235
12.8%
Aug-17
SE
1,248
0
1,248
63
44
1,141
1,002
75.0%
87.7%
87.8%
0.0%
1,002
87.8%
139
12.2%
E
1,379
0
1,379
63
51
1,265
1,166
80.3%
92.1%
92.2%
0.0%
1,166
92.2%
99
7.8%
Ot
164
25
139
36
1
102
37
23.5%
36.3%
36.3%
0.0%
37
36.3%
65
63.7%
CMS
6,994
105
6,889
607
231
6,051
4,515
72.3%
74.6%
74.6%
0.0%
4,515
74.6%
1,536
25.4%
SW
1,767
10
1,757
120
71
1,566
1,143
70.8%
73.0%
73.0%
0.0%
1,143
73.0%
423
27.0%
N
2,051
2
2,049
167
60
1,822
1,357
71.9%
74.5%
74.5%
0.0%
1,357
74.5%
465
25.5%
Sep-17
SE
1,368
0
1,368
106
48
1,214
900
71.6%
74.1%
74.1%
0.0%
900
74.1%
314
25.9%
E
1,404
1
1,403
101
41
1,261
1,041
81.0%
82.6%
82.6%
0.0%
1,041
82.6%
220
17.4%
Ot
404
92
312
113
11
188
74
35.1%
39.4%
39.4%
0.0%
74
39.4%
114
60.6%
CMS
6,474
21
6,453
313
50
6,090
1,381
22.7%
22.7%
22.7%
0.0%
1,381
22.7%
4,709
77.3%
SW
1,631
8
1,623
40
13
1,570
388
24.7%
24.7%
24.7%
0.0%
388
24.7%
1,182
75.3%
N
1,852
0
1,852
67
13
1,772
416
23.5%
23.5%
23.5%
0.0%
416
23.5%
1,356
76.5%
Oct-17
SE
1,215
0
1,215
34
13
1,168
253
21.7%
21.7%
21.7%
0.0%
253
21.7%
915
78.3%
E
1,166
0
1,166
51
11
1,104
320
29.0%
29.0%
29.0%
0.0%
320
29.0%
784
71.0%
Ot
610
13
597
121
0
476
4
0.8%
0.8%
0.8%
0.0%
4
0.8%
472
99.2%
Payment 
Payment 
received and 
Payment received within 
received and 
Cleared 
Total cleared
Uncleared
Target
Cleared over 
First 
First 
within 12-18 
Rolling 
New Apps  Arrears Only 
Net 
New Apps 
Nil 
18 weeks
Region
Payments 
Payments 
weeks
Period
Received
Applications Applications
closed
Assessed
due
received
Within 6 
Within 12 
Within 18 
 >18 Weeks
Weeks
Vol
%
Vol
%
Weeks (%)
Weeks (%)
(%)
(%)
CMS Total
55,080
470
54,610
6,160
2,240
46,210
43,801
72.5%
88.1%
92.1%
2.7%
43,801
94.8%
2,409
5.2%
Nov-16
South West
14,702
192
14,510
1,310
594
12,606
11,989
73.9%
89.1%
92.7%
2.4%
11,989
95.1%
617
4.9%
Northern
16,356
17
16,339
1,595
646
14,098
13,409
72.1%
87.8%
92.3%
2.8%
13,409
95.1%
689
4.9%
To
South East
11,114
10
11,104
1,117
492
9,495
8,914
68.4%
85.9%
90.3%
3.6%
8,914
93.9%
581
6.1%
Jul-17
Eastern
10,780
11
10,769
903
480
9,386
9,059
78.0%
91.7%
94.7%
1.8%
9,059
96.5%
327
3.5%
Other
2,128
240
1,888
1,235
28
625
430
31.7%
52.6%
62.2%
6.6%
430
68.8%
195
31.2%
*Source:
Information & Caveats
1. Applications are placed into monthly cohorts depending on the value in the Date Opened field
2. A case is counted as an initial clearance based upon the earliest occurance of either a Closure, Initial Assessment or Additional Case Service Request (SR).
3. The appropriate SR completion date is used as the initial clearance date which is then used to determine the time to clear measures.
4. In some instances the Application will be recorded as 'Closed' without an appropriate Closure SR. In these instances the system closure date is used.
5. Data that is greyed out has not been refreshed. This means that uncleared volumes & percentages are inaccurate.
6. Payments are received at a Casegroup level, not Case level. This will cause unavoidable assumptions about First Payment compliance as we cannot separate payments out at a Case level.
7. Only payments made after the Initial Clearance date are included in first payment compliance.
8. Exact dates for Direct Pay arrangements are not available. Instead, for initial payments received via direct pay, the first payment date is calculated as follows:
     > if it is the first month in which liability is due, then the Initial Clearance date is used as the first payment date.
     > if the month is a subsequent month, then the 14th of the month (i.e. middle of the month) is used as the first payment date
9. Negative / reversed payments are not taken into account, so if a payment is received and then subsequently recalled or reversed, only the original payment outcome and date will be recorded for throughput purposes
10. This report is split by ‘Old Case’ (clients who have come through the case closure journey) and ‘New Case’ (where the clients have not come through the case closure journey).

App to 1st Payment (Old Case)
4. New Application throughput to first payment (Old Case)
Measure
Cohort by month of new application throughput to initial clearance by case
Internal Performance measure
We aim to aim to progress applications to an outcome (Payment/closure) 60% within 12 weeks, 
Rationale
New applications should be completed as soon as possible as this is a key customer service.  
Detail
Report is in cohort by application date and cases
Lead Supporting line of business
Performance Issues
Payment From NRP
Payment 
Payment 
received and 
Payment received within 
received and 
Cleared 
Total cleared
Uncleared
Target
Cleared over 
First 
First 
within 12-18 
New Apps  Arrears Only 
Net 
New Apps 
Nil 
18 weeks
Month
Region
Payments 
Payments 
weeks
Received
Applications Applications
closed
Assessed
due
received
Within 6 
Within 12 
Within 18 
 >18 Weeks
Weeks
Vol
%
Vol
%
Weeks (%)
Weeks (%)
(%)
(%)
CMS
15,008
8,940
6,068
411
194
5,463
5,247
42.7%
70.7%
81.4%
14.7%
5,247
96.0%
216
4.0%
SW
2,573
977
1,596
46
52
1,498
1,450
44.5%
70.6%
81.0%
15.8%
1,450
96.8%
48
3.2%
N
2,659
943
1,716
81
60
1,575
1,514
45.2%
72.5%
83.6%
12.5%
1,514
96.1%
61
3.9%
Nov-16
SE
1,648
475
1,173
39
32
1,102
1,055
36.7%
69.3%
80.3%
15.4%
1,055
95.7%
47
4.3%
E
1,904
687
1,217
48
41
1,128
1,100
45.7%
73.8%
83.3%
14.2%
1,100
97.5%
28
2.5%
Ot
6,224
5,858
366
197
9
160
128
20.6%
40.6%
56.3%
23.8%
128
80.0%
32
20.0%
CMS
7,786
3,789
3,997
269
110
3,618
3,484
47.8%
76.2%
85.1%
11.2%
3,484
96.3%
134
3.7%
SW
1,499
453
1,046
38
27
981
950
52.9%
78.2%
85.5%
11.3%
950
96.8%
31
3.2%
N
1,542
344
1,198
66
34
1,098
1,066
46.4%
77.4%
86.9%
10.2%
1,066
97.1%
32
2.9%
Dec-16
SE
952
163
789
30
22
737
700
44.0%
73.5%
82.8%
12.2%
700
95.0%
37
5.0%
E
1,176
392
784
24
25
735
712
50.2%
78.5%
87.3%
9.5%
712
96.9%
23
3.1%
Ot
2,617
2,437
180
111
2
67
56
10.4%
29.9%
52.2%
31.3%
56
83.6%
11
16.4%
CMS
10,929
3,876
7,053
545
216
6,292
5,998
49.0%
74.0%
82.5%
12.8%
5,998
95.3%
294
4.7%
SW
2,426
549
1,877
87
60
1,730
1,654
50.6%
74.9%
82.6%
13.0%
1,654
95.6%
76
4.4%
N
2,518
452
2,066
87
70
1,909
1,814
48.2%
75.5%
83.3%
11.7%
1,814
95.0%
95
5.0%
Jan-17
SE
1,503
182
1,321
70
38
1,213
1,156
48.4%
72.4%
82.2%
13.1%
1,156
95.3%
57
4.7%
E
1,753
355
1,398
59
44
1,295
1,253
51.5%
75.1%
84.2%
12.6%
1,253
96.8%
42
3.2%
Ot
2,729
2,338
391
242
4
145
121
23.4%
47.6%
59.3%
24.1%
121
83.4%
24
16.6%
CMS
10,522
4,680
5,842
443
157
5,242
4,920
49.7%
71.5%
80.2%
13.7%
4,920
93.9%
322
6.1%
SW
2,339
813
1,526
56
39
1,431
1,331
50.2%
70.6%
78.6%
14.4%
1,331
93.0%
100
7.0%
N
2,069
389
1,680
78
51
1,551
1,470
51.1%
73.8%
82.6%
12.2%
1,470
94.8%
81
5.2%
Feb-17
SE
1,267
171
1,096
53
32
1,011
939
48.6%
70.6%
79.1%
13.7%
939
92.9%
72
7.1%
E
1,483
308
1,175
43
23
1,109
1,066
52.0%
73.5%
82.5%
13.6%
1,066
96.1%
43
3.9%
Ot
3,364
2,999
365
213
12
140
114
20.7%
44.3%
59.3%
22.1%
114
81.4%
26
18.6%
CMS
10,341
4,134
6,207
416
178
5,613
5,177
46.3%
71.0%
81.1%
11.2%
5,177
92.2%
436
7.8%
SW
2,664
938
1,726
74
44
1,608
1,494
44.7%
71.1%
82.1%
10.8%
1,494
92.9%
114
7.1%
N
2,182
376
1,806
91
47
1,668
1,533
46.0%
70.1%
80.9%
11.0%
1,533
91.9%
135
8.1%
Mar-17
SE
1,306
161
1,145
48
34
1,063
978
47.8%
70.6%
79.3%
12.7%
978
92.0%
85
8.0%
E
1,488
296
1,192
53
43
1,096
1,035
52.2%
75.6%
84.4%
10.0%
1,035
94.4%
61
5.6%
Ot
2,701
2,363
338
150
10
178
137
16.9%
51.7%
63.5%
13.5%
137
77.0%
41
23.0%
CMS
7,536
3,145
4,391
291
112
3,988
3,459
47.3%
69.6%
78.1%
8.7%
3,459
86.7%
529
13.3%
SW
1,799
599
1,200
52
29
1,119
968
48.3%
70.7%
77.7%
8.8%
968
86.5%
151
13.5%
N
1,604
294
1,310
59
43
1,208
1,061
46.4%
70.0%
79.9%
7.9%
1,061
87.8%
147
12.2%
Apr-17
SE
926
150
776
31
18
727
617
44.6%
67.8%
75.5%
9.4%
617
84.9%
110
15.1%
E
1,117
265
852
29
17
806
709
52.0%
72.0%
80.0%
7.9%
709
88.0%
97
12.0%
Ot
2,090
1,837
253
120
5
128
104
32.8%
51.6%
66.4%
14.8%
104
81.3%
24
18.8%
CMS
8,555
4,208
4,347
269
117
3,961
3,266
48.7%
68.4%
77.0%
5.5%
3,266
82.5%
695
17.5%
SW
1,859
793
1,066
49
30
987
851
49.4%
70.5%
79.2%
7.0%
851
86.2%
136
13.8%
N
1,519
219
1,300
55
34
1,211
1,073
55.5%
75.4%
84.2%
4.4%
1,073
88.6%
138
11.4%
May-17
SE
894
100
794
30
21
743
635
47.8%
68.8%
78.9%
6.6%
635
85.5%
108
14.5%
E
916
150
766
37
22
707
626
54.7%
76.0%
83.9%
4.7%
626
88.5%
81
11.5%
Ot
3,367
2,946
421
98
10
313
81
8.3%
16.9%
21.7%
4.2%
81
25.9%
232
74.1%
CMS
6,736
2,414
4,322
328
120
3,874
2,911
45.8%
64.8%
73.4%
1.7%
2,911
75.1%
963
24.9%
SW
1,533
512
1,021
40
37
944
777
50.5%
71.2%
80.6%
1.7%
777
82.3%
167
17.7%
N
1,422
195
1,227
66
37
1,124
954
52.6%
71.8%
82.1%
2.8%
954
84.9%
170
15.1%
Jun-17
SE
756
73
683
47
24
612
507
46.6%
72.1%
81.0%
1.8%
507
82.8%
105
17.2%
E
864
126
738
42
16
680
594
57.8%
79.1%
86.6%
0.7%
594
87.4%
86
12.6%
Ot
2,161
1,508
653
133
6
514
79
5.8%
10.5%
14.8%
0.6%
79
15.4%
435
84.6%
CMS
6,964
3,084
3,880
209
119
3,552
2,500
45.6%
65.0%
70.4%
0.0%
2,500
70.4%
1,052
29.6%
SW
1,480
570
910
23
27
860
677
48.6%
72.6%
78.7%
0.0%
677
78.7%
183
21.3%
N
1,182
183
999
46
36
917
759
56.4%
76.7%
82.8%
0.0%
759
82.8%
158
17.2%
Jul-17
SE
707
93
614
22
21
571
437
48.9%
69.5%
76.5%
0.0%
437
76.5%
134
23.5%
E
838
116
722
14
34
674
564
54.9%
78.2%
83.7%
0.0%
564
83.7%
110
16.3%
Ot
2,757
2,122
635
104
1
530
63
6.4%
10.9%
11.9%
0.0%
63
11.9%
467
88.1%
CMS
7,893
3,987
3,906
84
104
3,718
2,246
44.7%
60.2%
60.4%
0.0%
2,246
60.4%
1,472
39.6%
SW
1,421
512
909
22
23
864
579
48.6%
66.8%
67.0%
0.0%
579
67.0%
285
33.0%
N
1,219
177
1,042
23
24
995
715
53.7%
71.5%
71.9%
0.0%
715
71.9%
280
28.1%
Aug-17
SE
689
89
600
16
20
564
401
49.1%
70.7%
71.1%
0.0%
401
71.1%
163
28.9%
E
802
110
692
17
31
644
498
61.5%
77.3%
77.3%
0.0%
498
77.3%
146
22.7%
Ot
3,762
3,099
663
6
6
651
53
5.2%
8.1%
8.1%
0.0%
53
8.1%
598
91.9%
CMS
7,168
2,409
4,759
220
55
4,484
1,896
39.3%
42.3%
42.3%
0.0%
1,896
42.3%
2,588
57.7%
SW
1,123
145
978
23
10
945
493
48.4%
52.2%
52.2%
0.0%
493
52.2%
452
47.8%
N
1,293
116
1,177
37
16
1,124
586
48.8%
52.1%
52.1%
0.0%
586
52.1%
538
47.9%
Sep-17
SE
732
49
683
19
17
647
339
48.2%
52.4%
52.4%
0.0%
339
52.4%
308
47.6%
E
877
87
790
32
9
749
433
53.8%
57.8%
57.8%
0.0%
433
57.8%
316
42.2%
Ot
3,143
2,012
1,131
109
3
1,019
45
4.2%
4.4%
4.4%
0.0%
45
4.4%
974
95.6%
CMS
5,222
1,179
4,043
128
16
3,899
505
13.0%
13.0%
13.0%
0.0%
505
13.0%
3,394
87.0%
SW
736
69
667
9
7
651
123
18.9%
18.9%
18.9%
0.0%
123
18.9%
528
81.1%
N
907
75
832
12
5
815
172
21.1%
21.1%
21.1%
0.0%
172
21.1%
643
78.9%
Oct-17
SE
463
24
439
12
0
427
81
19.0%
19.0%
19.0%
0.0%
81
19.0%
346
81.0%
E
523
39
484
8
3
473
121
25.6%
25.6%
25.6%
0.0%
121
25.6%
352
74.4%
Ot
2,593
972
1,621
87
1
1,533
8
0.5%
0.5%
0.5%
0.0%
8
0.5%
1,525
99.5%
Payment 
Payment 
received and 
Payment received within 
received and 
Cleared 
Total cleared
Uncleared
Target
Cleared over 
First 
First 
within 12-18 
Rolling 
New Apps  Arrears Only 
Net 
New Apps 
Nil 
18 weeks
Region
Payments 
Payments 
weeks
Period
Received
Applications Applications
closed
Assessed
due
received
Within 6 
Within 12 
Within 18 
 >18 Weeks
Weeks
Vol
%
Vol
%
Weeks (%)
Weeks (%)
(%)
(%)
CMS Total
84,377
38,270
46,107
3,181
1,323
41,603
36,962
47.0%
70.4%
79.3%
9.6%
36,962
88.8%
4,641
11.2%
Nov-16
South West
18,172
6,204
11,968
465
345
11,158
10,152
48.6%
72.2%
80.8%
10.2%
10,152
91.0%
1,006
9.0%
Northern
16,697
3,395
13,302
629
412
12,261
11,244
49.3%
73.5%
82.9%
8.8%
11,244
91.7%
1,017
8.3%
To
South East
9,959
1,568
8,391
370
242
7,779
7,024
45.7%
70.6%
79.7%
10.6%
7,024
90.3%
755
9.7%
Jul-17
Eastern
11,539
2,695
8,844
349
265
8,230
7,659
51.9%
75.4%
83.9%
9.2%
7,659
93.1%
571
6.9%
Other
28,010
24,408
3,602
1,368
59
2,175
883
12.2%
24.8%
32.1%
8.5%
883
40.6%
1,292
59.4%
*Source:
Information & Caveats
1. Applications are placed into monthly cohorts depending on the value in the Date Opened field 
2. A case is counted as an initial clearance based upon the earliest occurance of either a Closure, Initial Assessment or Additional Case Service Request (SR).
3. The appropriate SR completion date is used as the initial clearance date which is then used to determine the time to clear measures.
4. In some instances the Application will be recorded as 'Closed' without an appropriate Closure SR. In these instances the system closure date is used.
5. Data that is greyed out has not been refreshed. This means that uncleared volumes & percentages are inaccurate.
6. Payments are received at a Casegroup level, not Case level. This will cause unavoidable assumptions about First Payment compliance as we cannot separate payments out at a Case level.
7. Only payments made after the Initial Clearance date are included in first payment compliance.
8. Exact dates for Direct Pay arrangements are not available. Instead, for initial payments received via direct pay, the first payment date is calculated as follows:
     > if it is the first month in which liability is due, then the Initial Clearance date is used as the first payment date.
     > if the month is a subsequent month, then the 14th of the month (i.e. middle of the month) is used as the first payment date
9. Negative / reversed payments are not taken into account, so if a payment is received and then subsequently recalled or reversed, only the original payment outcome and date will be recorded for throughput purposes
10. This report is split by ‘Old Case’ (clients who have come through the case closure journey) and ‘New Case’ (where the clients have not come through the case closure journey).