Our Annual Report 2024/25
| Items | Our target | 2024/25 result | 2023/24 result |
|---|---|---|---|
| Day-to-day repairs completed on time | 90% | 98% | 94.19% |
| Day-to-day repair appointments | 95% | 95% | 94.98% |
| Heating repairs completed on time | 98% | 82.57% | 95.99% |
| Heating repair appointments kept | 98% | 96.38% | 98.98% |
| Properties with a valid Landlord Gas Safety Record | 100% | 100% | 100% |
| Properties with a valid electrical certificate | 100% | 100% | 99.5% |
| Properties which are asbestos compliant | 100% | 100% | 100% |
| Lift services completed on communal lifts | 100% | 100% | 100% |
| Blocks with a valid Fire Risk Assessment | 100% | 100% | 100% |
| Blocks with a valid water safety risk assessment | 100% | 100% | 100% |
Repairs and maintenance
This year, we have spent £8 million on work to improve your homes, including:
Replacements of
- 76 kitchens
- 248 external doors
- 98 bathrooms
- 39 roofs
- 75 boilers
- 66 major disabled adaptations
- 198 minor disabled adaptation
Tenancy
This year, we have reduced the current tenant rent arrears owed to the council by more than £164,000 between September 2024 and March 2025.
163 homes have been re-let
| Items | Our target | 2024/25 result | 2023/24 result |
|---|---|---|---|
| Average re-let time | 25 days | 22.26 days | 25.31 days |
| Rent collected as a percentage of rent owed | 98% | 99.93% | 99.54% |
| Current tenant rent arrears | 3% | 2% | 2.04% |
We have performed well this year, reducing the average time taken to re-let empty homes by more than 3 days compared to last year, and keeping rent collection and arrears levels well within our targets.
Neighbourhood and community
The Regulator of Social Housing’s Neighbourhood and Community Standard expects us to ensure communal areas are kept safe, and to work with partners to promote wellbeing and tackle anti-social behaviour on estates that the council manages.
This year, we have:
- Reduced the current tenant rent arrears owed to the council by more than £164,000 between September 2024 and March 2025.
- Introduced a new Housing Anti-Social Behaviour Policy in July 2024. We listened to feedback from the consultation with all tenants and from the Tenant Scrutiny Panel, and made changes to the original draft of the policy as a result of this feedback.
- Investigated 83 anti-social behaviour cases.
- Completed 578 wellbeing plans with tenants in our Independent Living schemesSatisfaction with anti-social behaviour handling N/A 48% 54%
| Item | Our target | 2024/25 | 2023/24 |
|---|---|---|---|
| Satisfaction with anti-social behaviour handling | N/A | 48% | 54% |
Satisfaction with our approach to handling antisocial behaviour (ASB) has dropped from the previous year’s tenant survey. We have analysed all the comments people made in their responses to this year’s survey, and the main feedback from tenants who are unhappy with how we handle ASB was that they feel it sometimes takes too long to be dealt with, or that we have not acted on ASB caused by private residents.
The January issue of the tenant newsletter therefore included an article explaining what is and what isn’t classed as ASB, and that we have no power to take action against someone causing ASB if they do not live in a council property.
Our new Housing Anti-Social Behaviour Policy was introduced in July 2024 and sets out timescales for making initial contact with someone who has reported ASB: this is one working day for high priority ASB (e.g. hate crime or physical violence) and three working days for normal priority ASB (e.g.noise nuisance or neighbour disputes). Please note that every case of ASB is unique and so we cannot put a definite timeframe on how long it will take to resolve the issue, as this will depend on the severity and the action we may be able to take.
Tenant involvement and complaints
The Regulator of Social Housing’s Transparency, Influence and Accountability Standard expects us to take your views into account in our decision-making, ensure you understand what you can expect from us, allow tenants to hold us to account, and deal with complaints fairly and promptly.
This year, we have:
- Held six Strategic Tenant Advisory Panel meetings.
- Held four Independent Living Forum meetings.
- Completed one tenant scrutiny review of our approach to dealing with anti-social behaviour, and started one review of housing communications.
- Sent out two newsletters and two bulletins.
| Item | Our target | 2024/25 | 2023/24 |
|---|---|---|---|
|
Overall satisfaction with the housing service
|
N/a |
70% |
71% |
|
Residents satisfied the council listens to and acts on their views
|
N/A |
54% |
55% |
|
Complaints responded to on time
|
95% |
96% |
96.55% |
|
Total number of tenant complaints received
|
N/A |
55 |
82 |
Overall satisfaction with the housing service decreased by just 1% since last year, and satisfaction that we listen to and act on your views dropped by the same amount.
We are always looking at new ways of involving you in our housing service, and the recommendations arising from the Tenant Scrutiny Panel’s review of housing communications will also ensure we are improving how we communicate with all tenants and leaseholders.
This year, we also plan to introduce a Housing Fair Access Policy, which will set out our commitment to ensuring all residents can access our housing services fairly and receive any assistance they need to do so. Look out for details of this in a future issue of the newsletter.
Across the council, we are also refreshing our Customer Access Strategy. We consulted residents on the draft strategy in April 2025 and aim to launch it later this year.