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.

We report on the following:

Customer service

2022

Indicator Target January February March April May June July
Stage 1 complaints responded to on time 75% 100% 100% 100% 100% 100% 81% 100%

Stage 2 complaints responded to on time

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

2021

Indicator Target April May June July August September October November December
Stage 1 complaints responded to on time 75% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Stage 2 complaints responded to on time

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

 

Repairs, maintenance and compliance

2022

Indicator Target January February March April May June July
Electrical test compliancy 100% 100% 100% 100% 100% 100% 100% 100%

Gas servicing compliancy

100% 99.93% 99.85% 99.71% 99.89% 99.64% 100% 100%
Emergency repairs on time 100% 100% 100% 100% 98.50% 99% 100% 100%
Urgent repairs on time 100% 100% 98.60% 99.40% 95.70% 100% 100% 100%
Routine repairs on time 99% 98.96% 98.60% 98.70% 96% 99.20% 99.10% 99.60%
Repairs completed right first time 95% 100% 99.85% 99.10% 100% 99.60% 100% 99.60%
Satisfaction with repairs 99% 91% 87% 91.30% 95.60% 94.40% 92% 97.90%

2021

Indicator Target April May June July August September October November December
Electrical test compliancy 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Gas servicing compliancy

100% 100% 99.93% 99.96% 100% 99.96% 99.96% 99.96% 99.96% 99.89%
Emergency repairs on time 100% 100% 100% 99.30% 100% 100% 100% 100% 100% 98.50%
Urgent repairs on time 100% 100% 99.50% 100% 99.60% 100% 100% 99% 100% 100%
Routine repairs on time 99% 99% 99.40% 98.90% 98.20% 98.80% 97% 98.60% 100% 98.90%
Repairs completed right first time 95% 99.60% 99.80% 100% 99.80% 99.10% 100% 100% 100% 99.50%
Satisfaction with repairs 99% 90% 86.50% 91% 81% 95% 92% 89% 94% 92%

Housing management

2022

Indicator Target January February March April May June July
Average re-let time for empty properties 18 days 25 days 23 days 28 days 42 days 26 days 30 days 26 days
Current rent arrears Non applicable £240,283 £239,489 £188,996 £204,469 £231,425 £217,245 £232,413
Arrears as a percentage of rent debit 1.65% 1.65% 1.67% 1.32 1.38% 1.57% 1.47% 1.57%
Live anti-social behaviour (ASB) cases Non applicable 57 59 33 36 46 49 46

2021

Indicator Target April May June July August September October November December
Average re-let time for empty properties 18 days 24 days 30 days 32 days 31 days 36 days 33 days 29 days 34 days 36 days
Current rent arrears Non applicable £201,438 £195,101 £187,034 £186,716 £195,833 £199,980 £217,523 £208,714 £246,905
Arrears as a percentage of rent debit 1.65% 1.40% 1.36% 1.30% 1.38% 1.36% 1.39% 1.52% 1.45% 1.72%
Live anti-social behaviour (ASB) cases Non applicable 69 75 79 82 85 85 60 63 63

Strategic housing

2022

Indicator Target January February March April May June July
Number of households in temporary accommodation 350 319 313 309 317 323 339 342
Relief cases opened Non applicable 76 80 68 102 87 78 63
Prevention cases opened Non applicable 60 83 73 81 102 69 60
Disabled Facilities Grant (DFG) referrals received Non applicable 28 22 17 23 29 16 21
Council adaptations received Non applicable 2 3 1 2 5 3 3

2021

Indicator Target April May June July August September October November December
Number of households in temporary accommodation 350 282 278 274 280 281 303 304 308 314
Relief cases opened Non applicable 66 82 78 88 86 82 82 69 66
Prevention cases opened Non applicable 82 75 55 72 70 57 50 82 60
Disabled Facilities Grant (DFG) referrals received Non applicable 15 20 27 23 24 23 21 11 27
Council adaptations received Non applicable 5 4 5 0 3 3 2 15 4