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:
- customer service
- repairs, maintenance and compliance
- housing management
- strategic housing.
Customer service
2023
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November | December |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Stage 1 complaints responded to on time | 75% | 88% | 100% | 75% | 88% | 86% | 85% | 60% | 84% | 55% | 83% | 72% | 89% |
| Stage 2 complaints responded to on time | 100% | 100% | 100% | 100% | 100% | 100% | 100% | None | 100% | 100% | 50% | None | 80% |
| Letters responded to on time | 99% | None | None | None | None | None | None | None | None | None | None | None | None |
| Emails responded to on time | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
2022
| Indicator | Target | January | February | March | April | May | June | July | August |
|---|---|---|---|---|---|---|---|---|---|
| Stage 1 complaints responded to on time | 75% | 100% | 100% | 100% | 100% | 100% | 81% | 100% | 93.80% |
|
Stage 2 complaints responded to on time |
100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| Letters responded to on time | 99% | None | None | None | None | None | 100% | 100% | None |
| Emails responded to on time | 100% | 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
2023
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November | December |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Electrical test compliancy | 100% | 100% | 100% | 100% | 100% | 100% | 91% | 89% | 89% | 88% | 88% | 89% | 91% |
| Gas servicing compliancy | 100% | 99.96% | 99.89% | 99.96% | 99.85% | 99.93% | 99.89% | 99.75% | 99.8% | 99.9% | 99.89% | 100% | 100% |
| Emergency repairs on time | 100% | TBA | TBA | TBA | 100% | 97.8% | 100% | 100% | 100% | 100% | 100% | 98.5% | 100% |
| Urgent repairs on time | 100% | TBA | TBA | TBA | 100% | 100% | 100% | 100% | 100% | 98% | 98.3% | 99.3% | 97% |
| Routine repairs on time | 99% | TBA | TBA | TBA | TBA | 97.4% | 97.2% | 94.4% | 98% | 95% | 96% | 96% | 91% |
| Repairs completed right first time | 95% | TBA | TBA | TBA | TBA | 99.2% | 99% | 99.6% | 99.6% | 98.6% | 99.4% | 99.4% | 98.7% |
| Satisfaction with repairs | 99% | TBA | TBA | TBA | 69% | 87.2% | 94.7% | 94.9% | 90.5% | 94.4% | 94.1% | 89.4% | 84.6% |
2022
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Electrical test compliancy | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
|
Gas servicing compliancy |
100% | 99.93% | 99.85% | 99.71% | 99.89% | 99.64% | 100% | 100% | 100% | 100% | 100% | 100% |
| Emergency repairs on time | 100% | 100% | 100% | 100% | 98.50% | 99% | 100% | 100% | 98.80% | 100% | To be announced (TBA) | TBA |
| Urgent repairs on time | 100% | 100% | 98.60% | 99.40% | 95.70% | 100% | 100% | 100% | 98.60% | 100% | TBA | TBA |
| Routine repairs on time | 99% | 98.96% | 98.60% | 98.70% | 96% | 99.20% | 99.10% | 99.60% | 95% | 99.60% | TBA | TBA |
| Repairs completed right first time | 95% | 100% | 99.85% | 99.10% | 100% | 99.60% | 100% | 99.60% | 100% | 99.60% | TBA | TBA |
| Satisfaction with repairs | 99% | 91% | 87% | 91.30% | 95.60% | 94.40% | 92% | 97.90% | 96.40% | 81.40% | TBA | TBA |
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
2023
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November | December |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Average re-let time for void properties | 18 days | 52 | 45 | 55 | 67 | 88 | 74 | 60 | 52 | 46 | 37 | 43 | 45 |
| Current rent arrears | £278,298 | £284,214 | £301,104 | £296,900 | £327,003 | £323,894 | £301,571 | £323,283 | £320,148 | £302,984 | £280,263 | £324,263 | |
| Arrears as a percentage of rent debit | 1.65% | 1.74% | 1.91% | 1.89% | 1.82% | 2.01% | 2.04% | 1.9% | 2.03% | 2.01% | 1.91% | 1.76% | 2.04% |
| Live ASB cases | 26 | 40 | 18 | 34 | 34 | 28 | 22 | 28 | 28 | 18 | 17 | 20 |
2022
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Average re-let time for empty properties | 18 days | 25 days | 23 days | 28 days | 42 days | 26 days | 30 days | 26 days | 22 days | 46 days | 36 days | 39 days |
| Current rent arrears | Non applicable | £240,283 | £239,489 | £188,996 | £204,469 | £231,425 | £217,245 | £232,413 | £221,602 | £238,486 | £253,344 | £253,344 |
| Arrears as a percentage of rent debit | 1.65% | 1.65% | 1.67% | 1.32% | 1.38% | 1.57% | 1.47% | 1.57% | 1.50% | 1.61% | 1.79% | 1.74% |
| Live anti-social behaviour (ASB) cases | Non applicable | 57 | 59 | 33 | 36 | 46 | 49 | 46 | 44 | 45 | TBA | 47 |
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
2023
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November | December |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of households in temporary accommodation | 350 | 359 | 372 | 378 | 388 | 396 | 400 | 420 | 440 | 457 | 469 | 482 | 484 |
| Relief cases opened | 92 | 98 | 70 | 57 | 72 | 82 | 95 | 92 | 80 | 122 | 96 | 78 | |
| Prevention cases opened | 83 | 54 | 89 | 64 | 81 | 102 | 84 | 105 | 90 | 96 | 89 | 47 | |
|
Disabled Facilities Grant (DFG) referrals received |
22 | 15 | 23 | 18 | 23 | 24 | 19 | 27 | 27 | 17 | 17 | 23 | |
| Council adaptions received | 5 | 2 | 7 | 2 | 6 | 3 | 4 | 1 | 6 | 2 | 3 | 6 |
2022
| Indicator | Target | January | February | March | April | May | June | July | August | September | October | November |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of households in temporary accommodation | 350 | 319 | 313 | 309 | 317 | 323 | 339 | 342 | 354 | 342 | 362 | 360 |
| Relief cases opened | Non applicable | 76 | 80 | 68 | 102 | 87 | 78 | 63 | 62 | 80 | 66 | 77 |
| Prevention cases opened | Non applicable | 60 | 83 | 73 | 81 | 102 | 69 | 60 | 78 | 71 | 60 | 58 |
| Disabled Facilities Grant (DFG) referrals received | Non applicable | 28 | 22 | 17 | 23 | 29 | 16 | 21 | 21 | 22 | 21 | 20 |
| Council adaptations received | Non applicable | 2 | 3 | 1 | 2 | 5 | 3 | 3 | 3 | 2 | 1 | 4 |
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 |