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Housing performance booklet HTML version
Introduction March 2026
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 shared and used internally, by staff and members, to enable scrutiny and to improve performance. Data is also shared externally with other organisations such as the Regulator of Social Housing.
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 March 2026 (current) compared to the end of December 2025 (previous).
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 of tenants' homes
| 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 |
Flytipping |
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).
Survey data
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.
| 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:
| 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% |