Housing performance booklet HTML version

Repairs

Description of measure	Target	Current Performance	Previous performance	Status
% of emergency repairs completed in time	95%	80.12%	74.32%	Performance improved
% of non emergency repairs completed in time	90%	79.08%	55.37%	Performance improved
Satisfaction with repairs - transactional survey	85%	88%	83%	Performance improved

Repairs performance has improved in Quarter 4, although both of the 'repairs completed in time' measures are still below target. Many of the repairs now completing out of time are more complex, often being partially completed while awaiting follow-on work or specialist solutions.

 

Safety measures

Description of measure	Target	Current Performance	Previous performance	Status
% of domestic homes with a satisfactory EICR	100%	97.52%	97.67%	Performance declined
% of non emergency repairs completed in time	100%	99.63%	99.74%	Performance declined

How safe is your home?

The majority of overdue EICRs (Electrical Installation Condition Reports) and LGSRs (Landlords Gas Safety Records) 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	60 days	57 days	Performance declined
% of rent lost due to void	1.75%	2.08%	2.05%	Performance declined
Overall satisfaction with the lettings process - transactional survey	86%	78%	76%	Performance improved

A small number of complex void properties has contributed to an increase in the average number of days taken to relet vacant homes. A review of current process is underway to identify causes of delays and develop practical solutions to meet a new target of 45 days.

 

Rent collection

Description of measure	Target	Current Performance	Previous performance	Status
Arrears as a % of rent due	3%	6.98%	7.42%	Performance improved
Number of cases where arrears are over £500	TBC - New measure	727	706	Performance declined

Some improvement in performance this quarter but arrears are still above target. The recruitment of additional Income Recovery Officers is expected to further improve the arrears position.

Complaints

Description of measure	Target	Current Performance	Previous performance	Status
Number of Stage 1 complaints responded to in time	69.41%	69%	85%	Performance declined
Number of Stage 2 complaints responded to in time	65.47%	86%	94%	Performance declined
Overall satisfaction with complaints - transactional survey	35%	24%	25%	Performance declined

The decline in complaints performance is driven by a combination of factors including capacity pressures, inefficiencies and delays in the process and increasing complexity of cases. An independent review of the complaints handling process has been commissioned.

Anti-social behaviour

Description of measure	Target	Current Performance	Previous performance	Status
Number of cases opened in period	TBC - new measure	62	87	N/A
Number of cases closed in period	TBC - new measure	35	98	N/A
Number of ongoing ASB cases	TBC - new measure	64	47	N/A
Top three categories of ASB	TBC - new measure	Flytipping Harassment / intimidation Noise	Flytipping Harassment / intimidation Noise ASB	N/A
Satisfaction with ASB case handling - perception survey	TBC - new measure	68%	55%	Performance improved

ASB cases are regarded as 'neutral' measures meaning high/low numbers are not necessarily reflective of a poor or good service.

Homelessness and housing need

Description of measure	Target	Current Performance	Previous performance	Status
Average time households spent in bed and breakfast and and emergency accommodation	12 weeks	21 weeks	19 weeks	Performance declined
Average time households spent in temporary accommodation	64 weeks	31 weeks	31 weeks	Performance remained the same
Number of applications on the housing waiting list	N/A	2041	1925	Number increased

There remains a shortage of alternative and move-on options for single people which make up almost half the number of households in emergency accommodation. Some families wait a little longer in emergency accommodation as, rather than moving into temporary accommodation, they are moved straight into social housing (reducing the number of housing moves a household has to make).

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

Perception surveys

A proportion of tenants are contacted and asked a series of questions to understand their thoughts and feelings about Arun Housing as a landlord. The surveys are conducted each quarter and help us provide an annual response to the Regulator as part of the Tenant Satisfaction Measures (TSMs). You can find out more about the TSMs here.

Transactional surveys

These surveys are conducted after tenants have received certain services from the Housing Team, to gather immediate feedback about that particular experience. A company called Acuity currently conducted the following three surveys:

• repairs - conducted every month
• complaints - conducted every quarter
• new Lettings - conducted every quarter

Overall satisfaction with repairs has increased by 5% in Quarter 4 and overall satisfaction with lettings has also seen an increase this quarter. However overall satisfaction with complaints remains low suggesting improvements being made to the process are yet to be felt by tenants.

You can find out more about the surveys we undertake here.

Overall Satisfaction 

Service Area	Satisfied	Neither satisfied nor dissatisfied	Dissatisfied
Repairs	88%	3%	9%
Complaints	23%	8%	69%
Lettings	78%	11%	11%

Overall Satisfaction trends for each of the service areas:

Overall Satisfaction trends 

Period	Repairs	Complaints	Lettings
Q2 2024/25	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%
Q4	88%	23%	78%