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.

Customer service

Indicator Target April May June July
Stage 1 complaints responded to on time 75% 100% 100% 100% 100%

Stage 2 complaints responded to on time

100% 100% 100% 100% 100%
Letters responded to on time 99% None None None None
Emails responded to on time 100% 100% 100% 100% 100%

 

Indicator Target August September October November
Stage 1 complaints responded to on time 75% 100% 100% 100% 100%

Stage 2 complaints responded to on time

100% None 100% 100% 100%
Letters responded to on time 99% None None None None
Emails responded to on time 100% 100% 100% 100% 100%

Repairs, maintenance and compliance

Indicator Target April May June July
Electrical test compliancy 100% 100% 100% 100% 100%

Gas servicing compliancy

100% 100% 99.93% 99.96% 100%
Emergency repairs on time 100% 100% 100% 99.30% 100%
Urgent repairs on time 100% 100% 99.50% 100% 99.60
Routine repairs on time 99% 99% 99.40% 98.90% 98.20%
Repairs completed right first time 95% 99.60% 99.80% 100% 99.80%
Satisfaction with repairs 99% 90% 86.50% 91% 81%

 

Indicator Target August September October November
Electrical test compliancy 100% 100% 100% 100% 100%

Gas servicing compliancy

100% 99.96% 99.96% 99.96% 99.96%
Emergency repairs on time 100% 100% 100% 100% 100%
Urgent repairs on time 100% 100% 100% 99% 100%
Routine repairs on time 99% 98.80% 97% 98.60% 100%
Repairs completed right first time 95% 99.10% 100% 100% 100%
Satisfaction with repairs 99% 95% 92% 89% 94%

Housing management

Indicator Target April May June July
Average re-let time for empty properties 18 days 24 days 30 days 32 days 31 days

Current rent arrears

Non applicable £201,438 £195,101 £187,034 £186,716
Arrears as a percentage of rent debit 1.65% 1.40% 1.36% 1.30% 1.38%
Live anti-social behaviour (ASB) cases Non applicable 69 75 79 82

 

Indicator Target August September October November
Average re-let time for empty properties 18 days 36 days 33 days 29 days 34 days

Current rent arrears

Non applicable £195,833 £199,980 £217,523 £208,714
Arrears as a percentage of rent debit 1.65% 1.36% 1.39% 1.52% 1.45%
Live anti-social behaviour (ASB) cases Non applicable 85 85 60 63

Strategic housing

Indicator Target April May June July
Number of households in temporary accommodation 350 282 278 274 280

Relief cases opened

Non applicable 66 82 78 88
Prevention cases opened Non applicable 82 75 55 72
Disabled Facilities Grant (DFG) referrals received Non applicable 15 20 27 23
Council adaptations received Non applicable 5 4 5 0

 

Indicator Target August September October November
Number of households in temporary accommodation 350 281 303 304 308

Relief cases opened

Non applicable 86 82 82 69
Prevention cases opened Non applicable 70 57 50 82
Disabled Facilities Grant (DFG) referrals received Non applicable 24 23 21 11
Council adaptations received Non applicable 3 3 2 15