Housing performance
Find out how we did in housing for 2022/23 including results of the tenant satisfaction survey.
From April 2023, all councils are required by the Government to collect 22 Tenant Satisfaction Measures (TSMs). Councils gather TSMs every year and report them to the Regulator of Social Housing.
Councils also have to report their performance against the TSMs to their tenants every year. This is so tenants can see how their landlord is performing against the measures and hold them to account. Some of these TSMs will be collected from our own performance records, others will be collected through our annual resident satisfaction survey.
Repairs
We monitor the number of repairs fixed first time, resident satisfaction and call volumes.
| Repairs performance measurement | 2022/23 results | 2023/24 results | Our target for repairs performance |
|---|---|---|---|
| Amount of all repairs that were fixed first time | 88% | 85% | 85% |
| Amount of residents who were satisfied with their last repair | 84% | 86% | 88% |
| Amount of all calls answered by the repairs service (Housing Direct) | 86% | 95% | 91.5% |
Caretaking
We monitor how many inspections gave our standard of caretaking an A or B grade (the highest grades for caretaking inspections).
| Caretaking performance measurement | 2022/23 results | 2023/24 results | Target for A/B inspection grades |
|---|---|---|---|
| Amount of inspections that were graded A or B | 93% | 90% | 90% |
Complaints
We record how many complaints are responded to within 10 days.
| Complaint performance measurement | 2022/23 results | 2023/24 results | Target for complaints response and resolution |
|---|---|---|---|
| Amount of all complaints that were responded to in 10 days | 93% | 79% | 90% |
Complaints received
- Stage 1 complaints (per 1,000 tenants): 71
- Stage 2 complaints (per 1,000 tenants): 10
Gas safety checks completed
We monitor how many scheduled gas safety checks are completed in the year.
| Gas safety check performance | 2022/23 | 2023/24 | Target for completed gas inspections |
|---|---|---|---|
| Amount of all gas safety inspections that were completed | 99% | 99.7% | 100% |
Find out more about our performance on safety checks in council homes under 'management information measures'.
Number of properties let in 2023/24
The council let 1,027 properties in 2023/24. This was made up of 781 council-owned properties and 291 housing association nominations.
Properties let by bedroom size
| Number of bedrooms | Studio (none) | One | Two | Three | Four | Five | Six |
|---|---|---|---|---|---|---|---|
| Number of properties let in 2023/24 | 39 | 501 | 352 | 141 | 33 | 3 | 0 |
| Number of properties let in 2022/23 | 40 | 524 | 358 | 165 | 28 | 4 | 3 |
Income and how we spend your rent
Income
Where housing services income comes from.
| Source of income | Amount of total income (%) |
|---|---|
| Rent | 84% |
| Service charges | 12% |
| Commercial | 1% |
| Car parks and garages | 1% |
| Grants and other types of income | 2% |
Spending
We spend the total amount of rent that you pay on three main areas.
| What we spend your rent on | Amount of your total rent (%) |
|---|---|
| Running housing services | 50% |
| Repairs, maintenance and major works | 37% |
| Repaying loans and interest | 13% |
- Running housing services includes rent collection, dealing with anti-social behaviour and other tenancy matters, caretaking and letting of empty properties.
- Repairs, maintenance and major works includes day-to-day repairs to homes and communal areas and major improvements, such as lift renewal and replacing communal boiler.