Housing Service Performance

Current performance

The Housing Service collects a large range of statistics known as performance data. This allows us to measure how well we're doing in delivering different elements of the service. It also allows us to compare how well we're doing over a quarter or on a yearly basis.

Our current performance covers how we aim to keep your home safe and in good condition, neighbourhoods clean and safe, manage our properties effectively, be a respectful, helpful landlord when you need us, and manage complaints quickly and fairly.

View our current performance below or download the information .

All measures marked with an asterisk (*) are calculated by the annual tenant perception survey.

Keeping your home in good repair

Criteria	Target	2023/24 Year end	2024/25 Quarter 1	2024/25 Mid-Year	Target Met	Comments
Percentage of homes not meeting the Decent Homes Standard (Lower is better)	0%	12%	7.1%	6.2%		Not on Target. Better than last quarter
Percentage of tenants satisfied their home is well maintained*	No target	77.6%	Measured twice per year	78.4%	N/A	N/A. Better than 2023/24.
Percentage of tenants satisfied communal areas are clean and well maintained*	No target	71.6%	Measured twice per year	68.8%	N/A	N/A. Worse than 2023/24.
Percentage of emergency repairs completed in time	97%	99.1%	99.7%	99.4%		On Target. Worse than last quarter
Percentage of non-emergency repairs completed in time	94%	97.0%	95.4%	96.2%		On Target. Better than last quarter.
Percentage of tenants satisfied with the repairs service*	No target	74.1%	Measured twice per year	79.0%	N/A	N/A. Better than 2023/24.
Tenants are satisfied with the time taken to complete their most recent repair*	No target	72.1%	Measured twice per year	77.4%	N/A	N/A. Better than 2023/24.
Percentage of Council housing repairs completed "Right First Time"	87%	93.5%	95.1%	94.7%		On Target. Worse than last quarter.

Maintaining building safety

Criteria	Target	2023/24 Year end	2024/25 Quarter 1	2024/24 Mid-Year	Target Met	Comment
Percentage of tenants are satisfied their homes are safe*	No target	81.1%	Measured twice per year	81.5%	N/A	N/A. Better than 2023/24.
Percentage of fire safety assessments carried out	100%	100%	100%	98.4%		Off target. Worse than last quarter.
Percentage of gas safety checks have been completed	100%	99.9%	99.9%	99.9%		Slightly off target. Same as last quarter.
Percentage of asbestos checks have been completed	100%	100%	100%	100%		On Target Same as last quarter
Percentage of water safety checks have been completed	100%	100%	100%	100%		On Target Same as last quarter
Percentage of lift safety checks have been completed	100%	91.3%	93.7%	85.1%		Off target. Worse than last quarter.

Housing Management

Criteria	Target	2023/24 Year end	2024/25 Quarter 1	2024/25 Mid-Year	Target Met	Comment
Number of properties we let	No target	New for 2024/25	270	295	N/A	N/A
The average time it takes to relet homes (Lower is better)	42 days	32.1 days	30.9 days	32.7 days		On target. Worse than last quarter
The number of households in temporary accommodation (Lower is better)	130	170	173	161		Off target. Better than last quarter.
The average time tenants are waiting for major adaptations	8 weeks	4.2 weeks	4.3 weeks	4 weeks		On target. Better than last quarter

Being respectful and helpful

Criteria	Target	2023/24 Year end	2024/25 Quarter 1	2024/25 Mid-Year	Target Met	Comment
Percentage of tenants satisfied with the overall service we provide*	No target	76.9%	Measured twice per year	78.4%	N/A	N/A. Better than 2023/24.
Percentage of tenants satisfied we keep them informed about things that matter to them*	No target	74%	Measured twice per year	76.6%	N/A	N/A. Better than 2023/24.
Percentage of tenants satisfied we listen to their views and act upon them*	No target	70.5%	Measured twice per year	73.3%	N/A	N/A. Better than 2023/24.
Percentage of tenants agree we treat them fairly and with respect*	No target	83.6%	Measured twice per year	83.0%	N/A	N/A. Worse than 2023/24.

Effective handling of complaints

Criteria	Target	2023/24 Year end	2024/25 Quarter 1	2024/25 Mid-Year	Target Met	Trend	Comment
Percentage of tenants satisfied with our approach to complaints handling*	No target	36.2%	Measured twice per year	34.4%	N/A		N/A. Worse than 2023/24.
Number of stage 1 complaints received in the last 12 months (per 1,000 homes)	No target	26.9	Annual Measure	Annual measure	N/A	N/A	N/A. New annual measure
Number of stage 2 complaints received in the last 12 months (per 1,000 homes)	No target	0.9	Annual Measure	Annual measure	N/A	N/A	N/A. New annual measure
Percentage of stage 1 complaints received, relating to landlord services, which were handled within of 10 working days	85%	82.3%	74.6%	77.6%			Off target. Better than last quarter.
Percentage of stage 2 complaints received, relating to landlord services, which were handled within of 20 working days	85%	55.5%	No stage 2 complaints received	0%*			Off target. There were no Stage 2 complaints received last quarter.

** 2 complaints received in quarter 2

Responsible neighbourhood management

Criteria	Target	2023/24 Year end	2024/25 Quarter 1	2025/25 Mid-Year	Target Met	Trend	Comment
Percentage of tenants satisfied we make a positive contribution to neighbourhoods*	No target	72.4%	Measured twice per year	72.4%	N/A		N/A. Same as 2023/24.
Number of anti-social behaviour cases (per 1,000 homes)	No target	69.6	Annual Measure	N/A	N/A	N/A	N/A. New annual measure.
Number of anti-social behaviour cases involving Hate Crime (per 1,000 homes)	No target	0.3	Annual Measure	N/A	N/A	N/A	N/A. New annual measure.
Top 3 reasons anti-social behaviour cases were opened		Noise Verbal Harrassment/Threats Garden Nuisance			N/A	N/A	N/A
Percentage of tenants satisfied with our approach to handling anti-social behaviour*	No target	64.9%	Measured twice per year	62.3%	N/A		N/A. Worse than 2023/24.
Number of fly-tipping enforcement actions issued within the Borough	60	21	16	17			On target. Better than last quarter.
Number of missed bins per 100,000 collections (Borough wide, all household tenures, businesses, and bin types)	80	63.3	91.1	98.9			Off target. Worse than last quarter.