Housing performance booklet HTML version

Introduction
December 2025

We know that it is important to be transparent with our tenants and leaseholders and to share information with you so that you can review and challenge our performance.

We collect and monitor data about a range of activities.  The data is used internally to improve performance and shared externally with other organisations such as the Regulator of Social Housing.  Many of our performance measures are also reported to members to enable further scrutiny.

In this booklet you will find information about our performance in key areas of housing.  The tables show our performance as at the end of December 2025 (current) compared to the end of September 2025 (previous).

Repairs

Description of measure Target Current Performance

Previous performance

 Status
% of emergency repairs completed in time 95% 74.32% 58.24% Performance improved
% of non emergency repairs completed in time 90% 55.37% 50% Performance improved
Satisfaction with repairs - transactional survey 85% 83% 86% Performance improved
Repairs

Performance has improved in Quarter 3, particularly with emergency repairs, following the completion of a data cleansing exercise which saw the resolution of a significant number of old orders.  Further improvements in performance are expected now that the orders are up to date and more rigorous oversight and monitoring arrangements are in place.

 

Safety of tenants' homes

Description of measure Target Current Performance

Previous performance

 Status
% of domestic homes with a satisfactory EICR 100% 97.67% 96.56% Performance improved
% of non emergency repairs completed in time 100% 99.74% 99.67% Performance improved
Safety measures

The majority of overdue EICRs ( electrical ) and LGSRs ( gas ) are due to access issues or delays in obtaining the confirmation of completed checks from the contractor.

Empty homes

Description of measure Target Current Performance

Previous performance

 Status
Time taken to relet a property 60 days 57 days 46 days Performance declined
% of rent lost due to void 1.75% 2.05% 1.95% Performance declined
Overall satisfaction with the lettings process - transactional survey 86% 76% 89% Performance improved
Empty homes

In Quarter 3, it has taken us longer to relet empty properties, but performance is still within target, however it is impacting more significantly on the loss of income.  Reducing the time it takes to relet homes will improve the void loss figure.

 

Rent collection

Description of measure Target Current Performance

Previous performance

 Status
Arrears as a % of rent due 3% 7.42% 7.26% Performance declined
Number of cases where arrears are over £500 TBC - New measure 706 664 Performance declined
Empty homes

The increase in arrears figures and case is driven by operational challenges such as temporary reduced staffing levels in the Income Recovery Team.

 

Complaints

Description of measure Target Current Performance

Previous performance

 Status
Number of Stage 1 complaints responded to in time 69.41% 85% 92% Performance declined
Number of Stage 2 complaints responded to in time 65.47% 94% 79% Performance improved
Overall satisfaction with complaints - transactional survey 35% 25% 40% Performance declined
Complaints

Stage 1 response performance has declined in Quarter 3 due to an increased number of complaints and capacity pressures.  This may also explain the reduction in tenant satisfaction with complaint handling,  However Stage 2 response performance has improved due to strong management of escalated complaints.

Anti-social behaviour

Description of measure Target Current Performance

Previous performance

 Status
Number of cases opened in period TBC - new measure 87 467 Performance improved
Number of cases closed in period New measure 98 15 Performance improved
Number of ongoing ASB cases New measure 47 59 Performance improved
Top three categories of ASB New measure

Flytipping
Harassment / intimidation
Noise ASB

Harassment / intimidation
Drug dealing
flytipping

 N/A
Satisfaction with ASB case handling - perception survey  

55%

51%

 Performance improved
Anti-social behaviour

The rise in cases being opened and closed was anticipated with the introduction of our new case management pathway. The improvement in satisfaction may be reflective of this more efficient and effective management of cases.

Survey data

We conduct two types of surveys - perception surveys and transactional surveys.  

Transactional surveys are conducted after customer's have received certain services from the Housing team, to gather immediate feedback about that particular experience.  A company called Acuity currently conduct the following three surveys:

  • Repairs - conducted every month
  • Complaints - conducted every quarter
  • New Lettings - conducted every quarter

Overall Satisfaction as at the end of December for each service area:

Service Area Satisfied Neither satisfied nor dissatisfied Dissatisfied
Repairs 83% 4% 13%
Complaints 25% 13% 63%
Lettings 76% 12% 12%
Overall Satisfaction 

Overall Satisfaction trends for each of the service areas:

Period Repairs Complaints Lettings
Q1 2024/25 85% 53% 89%
Q2 81% 38% 89%
Q3 91% 53% 79%
Q4 84% 33% 92%
Q1 2025/26 92% 50% 75%
Q2 86% 40% 89%
Q3 83% 25% 76%
Overall Satisfaction trends 

Satisfaction with the complaints service remains low and volatile. Satisfaction with repairs and lettings also fluctuates but is achieving higher scores.

The number of respondents in the complaints and the lettings surveys can be low and means those surveys are more impacted by particularly negative or positive scores.

You can find out more about these all the survey's we undertake in the Our Surveys section of the Our Performance webpage.