We must be transparent about how we are performing as a landlord.
We will report on the work that we have done for our tenants and leaseholders as well as our targets.
2025
View reports on:
Customer service
| Indicator | April | May |
|---|---|---|
| Stage 1 complaints responded to on time | 50% | 54.2% |
| Stage 2 complaints responded to on time | 100% | |
| Emails responded to on time | 100% | 100% |
Repairs, maintenance and compliance
| Indicator | April | May |
|---|---|---|
| Electrical test compliancy | 96.94% | 97.5% |
| Gas servicing compliancy | 99.35% | 99.71% |
| Emergency repairs on time | 100% | 99.07% |
| Urgent repairs on time | 99.02% | 96.5% |
| Routine repairs on time | 93.8% | 86.63% |
| Repairs completed right first time | 100% | 100% |
| Satisfaction with repairs | 96.92% | 88.64% |
Housing management
| Indicator | April | May |
|---|---|---|
| Average re-let time for void properties | 63.7 days | 71.9 days |
| Current rent arrears | £183,873.51 | £206,501.24 |
| Arrears as a percentage of rent debit | 0.99% | 1.12% |
| Live anti-social behaviour (ASB) cases | 26 | 31 |
Strategic housing
| Indicator | April | May |
|---|---|---|
| Number of households in temporary accomodation | 605 | 616 |
| Relief cases opened | 84 | 84 |
| Prevention cases opened | 87 | 79 |
| Disabled Facilities Grant (DFG) referrals received | 17 | 25 |
| Council adaptations received | 1 | 1 |
2024 to 2025
View reports on:
Customer service
| Indicator | April 2024 | May 2024 | June 2024 | July 2024 | August 2024 | September 2024 | October 2024 | November 2024 | December 2024 | January 2025 | February 2025 | March 2025 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Stage 1 complaints responded to on time | 100% | 94.4% | 90.9% | 82.4% | 87.5% | 91.3% | 95.2% | 82.6% | 90.6% | 100% | 68.8% | 81.3% |
| Stage 2 complaints responded to on time | 100% | 100% | 100% | 50% | 50% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| Emails responded to on time | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
Repairs, maintenance and compliance
| Indicator | April 2024 | May 2024 | June 2024 | July 2024 | August 2024 | September 2024 | October 2024 | November 2024 | December 2024 | January 2025 | February 2025 | March 2025 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Electrical test compliancy | 94.62% | 94.69% | 95.86% | 97% | 96% | 97.8% | 97.69% | 96.45% | 96.03% | 97.62% | 97% | 97.01% |
| Gas servicing compliancy | 99.96% | 99.96% | 99.82% | 99.93% | 100% | 99.6% | 97.96% | 99.5% | 99.36% | 99.64% | 99.04% | 99.39% |
| Emergency repairs on time | 97.47% | 100% | 98.33% | 98.8% | 98.5% | 100% | 100% | 99.17% | 100% | 99.32% | 100% | 100% |
| Urgent repairs on time | 99.29% | 96.8% | 95.42% | 97.6% | 98.3% | 98.26% | 97.7% | 94.7% | 95.77% | 98.7% | 97.69% | 97.67% |
| Routine repairs on time | 88.5% | 87.6% | 95.33% | 86.3% | 88.4% | 100% | 98.72% | 98.86% | 92.75% | 90.5% | 96.53% | 95.58% |
| Repairs completed right first time | 99% | 97.5% | 100% | 93.5% | 99.8% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| Satisfaction with repairs | 91% | 83% | 92.5% | 100% | 100% | 92% | 93.3% | 79.3% | 92.5% | 94.34% | 95.08% | 95.12% |
Housing management
| Indicator | April 2024 | May 2024 | June 2024 | July 2024 | August 2024 | September 2024 | October 2024 | November 2024 | December 2024 | January 2025 | February 2025 | March 2025 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Average re-let time for void properties | 42 | 55 | 71 | 62 | 51 | 68 | 48 | 63 | 62 | 78 | 62 | 71 |
| Current rent arrears | £270,349 | £266,750 | £281,719 | £269,715 | £282,441 | £386,692 | £304,552 | £277,404 | £225,108 | £186,501 | ||
| Arrears as a percentage of rent debit | 1.54% | 1.52% | 1.6% | 1.54% | 1.61% | 1.63% | 1.73% | 1.58% | 1.74% | 1.63% | 1.28% | 1.06% |
| Live anti-social behaviour (ASB) cases | 18 | 23 | 39 | 21 | 40 | 19 | 20 | 23 | 20 | 21 | 35 | 31 |
Strategic housing
| Indicator | April 2024 | May 2024 | June 2024 | July 2024 | August 2024 | September 2024 | October 2024 | November 2024 | December 2024 | January 2025 | February 2025 | March 2025 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of households in temporary accomodation | 539 | 549 | 561 | 587 | 614 | 616 | 590 | 579 | 564 | 565 | 577 | 585 |
| Relief cases opened | 132 | 106 | 102 | 122 | 96 | 106 | 104 | 80 | 67 | 114 | 84 | 111 |
| Prevention cases opened | 136 | 92 | 119 | 107 | 88 | 109 | 115 | 62 | 82 | 78 | 110 | 112 |
| Disabled Facilities Grant (DFG) referrals received | 19 | 26 | 31 | 16 | 13 | 10 | 16 | 9 | 16 | 15 | 9 | 20 |
| Council adaptations received | 5 | 3 | 0 | 3 | 2 | 3 | 2 | 1 | 1 | 2 | 1 | 3 |
2023 to 2024
View reports on:
Customer service
| Indicator | April 2023 | May 2023 | June 2023 | July 2023 | August 2023 | September 2023 | October 2023 | November 2023 | December 2023 | January 2024 | February 2024 | March 2024 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Stage 1 complaints responded to on time | 88% | 86% | 85% | 60% | 84% | 55% | 83% | 72% | 89% | 64.3% | 42.9% | 71.4% |
| Stage 2 complaints responded to on time | 100% | 100% | 100% | 100% | 100% | 50% | 80% | 100% | 100% | 100% | ||
| Emails responded to on time | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
Repairs, maintenance and compliance
| Indicator | April 2023 | May 2023 | June 2023 | July 2023 | August 2023 | September 2023 | October 2023 | November 2023 | December 2023 | January 2024 | February 2024 | March 2024 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Electrical test compliancy | 100% | 100% | 91% | 89% | 89% | 88% | 88% | 89% | 91% | 91.6% | 93.78% | 94.44% |
| Gas servicing compliancy | 99.85% | 99.93% | 99.89% | 99.75% | 99.8% | 99.9% | 99.89% | 100% | 100% | 100% | 100% | 99.96% |
| Emergency repairs on time | 100% | 97.8% | 100% | 100% | 100% | 100% | 100% | 98.5% | 100% | 99% | 97.6% | 100% |
| Urgent repairs on time | 100% | 100% | 100% | 100% | 100% | 98% | 98.3% | 99.3% | 97% | 99.1% | 97.5% | 100% |
| Routine repairs on time | 94.7% | 97.4% | 97.2% | 94.4% | 98% | 95% | 96% | 96% | 91% | 93.2% | 94.2% | 94.1% |
|
Repairs completed right first time
|
99.2% | 99.2% | 99% | 99.6% | 99.6% | 98.6% | 99.4% | 99.4% | 98.7% | 99.4% | 98.8% | 98.9% |
| Satisfaction with repairs | 69% | 87.2% | 94.7% | 94.9% | 90.5% | 94.4% | 94.1% | 89.4% | 84.6% | 85.7% | 100% | 87.7% |
Housing management
| Indicator | April 2023 | May 2023 | June 2023 | July 2023 | August 2023 | September 2023 | October 2023 | November 2023 | December 2023 | January 2024 | February 2024 | March 2024 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Average re-let time for void properties | 67 | 88 | 74 | 60 | 52 | 46 | 37 | 43 | 45 | 53 | 49 | 42 |
| Current rent arrears | £296,900 | £327,003 | £323,894 | £301,571 | £323,283 | £320,148 | £302,984 | £280,263 | £324,263 | £293,930 | £276,225 | £245,364 |
| Arrears as a percentage of rent debit | 1.82% | 2.01% | 2.04% | 1.9% | 2.03% | 2.01% | 1.91% | 1.76% | 2.04% | 1.85% | 1.74% | 1.54% |
| Live anti-social behaviour (ASB) cases | 34 | 34 | 28 | 22 | 28 | 28 | 18 | 17 | 20 | 18 | 12 | 9 |
Strategic housing
| Indicator | April 2023 | May 2023 | June 2023 | July 2023 | August 2023 | September 2023 | October 2023 | November 2023 | December 2023 | January 2024 | February 2024 | March 2024 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of households in temporary accomodation | 388 | 396 | 400 | 420 | 440 | 457 | 469 | 482 | 484 | 507 | 524 | 520 |
| Relief cases opened | 57 | 72 | 82 | 95 | 92 | 80 | 122 | 96 | 78 | 105 | 98 | 93 |
| Prevention cases opened | 64 | 81 | 102 | 84 | 105 | 90 | 96 | 89 | 47 | 60 | 91 | 85 |
| Disabled Facilities Grant (DFG) referalls received | 18 | 23 | 24 | 19 | 27 | 27 | 17 | 17 | 23 | 26 | 19 | 20 |
| Council adaptations received | 2 | 6 | 3 | 4 | 1 | 6 | 2 | 3 | 6 | 2 | 0 | 4 |