Understanding Case Reporting and ARC Indicators (31, 32 & 33)

Before You Start: Working Day Configuration

ARC calculations are based on working days, so it is essential that your organisation’s working days are configured correctly before generating reports.

To do this, a Landlord Admin user must navigate to: 
Case > Settings > Working Days

Here you can:

• Select your organisation’s working days 
• Apply a regional calendar to automatically exclude public holidays 
• Add custom bank holidays where required 

These settings directly impact how working days are calculated across all cases. Only Landlord Admin users can update these settings, so it is important they are reviewed and configured correctly in advance of reporting.

Generating Your Reports

To access reporting, navigate to Case > Reports within the platform. From here, you can:

• View and export raw case data 
• Analyse open, closed, reopened, and monitoring cases 
• Generate ARC indicators 31, 32, and 33 

The raw data report provides a full breakdown of each case, including:

• Case dates (opened, closed, reopened) 
• Case status 
• Main root cause 
• Working days to resolve 
• Monitoring periods 
• Exclusions (e.g. void properties) 

This dataset forms the foundation of all ARC calculations, ensuring reporting is consistent, transparent, and auditable.

Key Data Requirements

To ensure accurate ARC reporting:

• A Main Root Cause must be assigned to each case (Condensation, Structural, or Other) 
• Case statuses must be accurate and up to date (Open, Monitoring, Closed, Reopened) 
• Closure dates must be recorded correctly 
• Exclusions must be applied where appropriate
• Closed cases are treated as Resolved for ARC calculations, unless the closure reason is "No Mould", in which case they are excluded from ARC indicators.

Only cases that meet these criteria will be included in ARC indicators.

Indicator Calculations

Indicator 31 – Time Taken to Resolve

Indicator 31 measures the average time taken to resolve damp and mould cases, broken down by root cause.

Cases are grouped into:

• Condensation 
• Structural issues (penetrating or rising damp) 
• Other 

How it’s calculated

For each case:

Working Days = Calendar Days – (Monitoring Days + Weekends + Public Holidays)

Monitoring time is excluded from the calculation, ensuring landlords are not penalised for periods where cases are under observation rather than requiring active repair.

The system then calculates:

• Total number of resolved cases for each root cause 
• Average working days taken to resolve cases by category 
• Overall average resolution time 

Indicator 32 – Reopened Cases

Indicator 32 measures the percentage of damp and mould cases that were reopened after being resolved, broken down by root cause.

How it’s calculated

• Identify all cases closed within the reporting period 
• Categorise them by root cause 
• Determine which of those cases were reopened within the same period 
• Calculate the percentage of reopened cases 

This indicator provides insight into whether cases are being resolved effectively the first time.

Indicator 33 – Cases Open at Year End

Indicator 33 measures the number of damp and mould cases that remain open at the end of the reporting year.

How it’s calculated

• Identify all cases where no closure date has been recorded at year end 

These cases represent ongoing issues that require continued management.

Transparency and Confidence in Reporting

All ARC indicators are calculated directly from your raw case data, meaning:

• Every reported figure can be traced back to individual cases 
• Calculations are consistent and standardised 
• Results are fully transparent and auditable 

Monitoring periods are excluded from working day calculations, and exclusions (such as void properties or “No Mould” cases) are applied where relevant. This ensures reporting is fair, accurate, and aligned with regulatory expectations.

Supporting Better Compliance

By combining detailed case data with automated ARC calculations, the reporting area removes the need for manual reporting and reduces the risk of error.

This enables landlords to take a more proactive, data-driven approach to managing damp and mould, while providing confidence that ARC submissions are accurate, consistent, and fully evidenced.