How are we doing?
The housing service monitors its performance against a set of key performance indicators (KPIs) that we publish on a quarterly basis.
We aim to deliver the highest possible levels of service, putting tenants at the heart of everything we do. A dedicated panel of tenants scrutinise our performance throughout the year, to ensure we are delivering what we say we will, and meeting targets wherever possible.
The following is a summary of our performance over the 2024-25 financial year (April 2024 to March 2025). Latest KPI reports can be viewed at the bottom of this page.
Improving tenants' homes
The Regulator of Social Housing’s Safety and Quality Standard says it expects us to provide tenants with a good quality home, ensure their health and safety and provide an effective, efficient and timely repairs and maintenance service.
Over the past year we spent £8 million on work to improve tenants’ homes, and at 31 March 2025, 99% of our homes met the Decent Homes Standard.
Building Safety
We monitor all required aspects of tenant health and safety compliance on an ongoing basis. We aim to ensure we are compliant in every aspect of building safety, carrying out all necessary checks when (or before) they are due. Of the six main FLEGAL (Fire, Legionella, Electric, Gas, Asbestos & Lifts) areas, we were on, or close to target (100%) on all at 31 March 2025.
Repairs
We completed 98% of all day-to-day repairs on time last year and kept 95% of repair appointments with tenants. 88% of tenants were also satisfied with their most recent repair, according to post-repair surveys conducted by our main repairs contractor.
Managing our tenancies
The Regulator of Social Housing’s Tenancy Standard says it expects us to let our homes fairly and transparently, and support residents to maintain their tenancy. Last year we re-let 163 homes, with an average re-let time of 22 days (standard re-let time, excluding major works).
We collected 99.9% of all rent due for the year, meeting targets for rent collection and current tenant arrears. This will help ensure we have enough income to support our ambitious capital improvement programme and maintain our current levels of service to tenants.
Anti-social behaviour
The Regulator of Social Housing’s Neighbourhood and Community Standard says it 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.
During 2024-25 we dealt with 83 anti-social behaviour cases.
Involving and empowering tenants
The Regulator of Social Housing’s Transparency, Influence and Accountability Standard says it expects us to take tenants’ views into account in our decision-making, ensure they understand what they can expect from us, allow tenants to hold us to account, and deal with complaints fairly and promptly.
In 2024-25 we responded to 55 complaints through our formal complaints process, 96% responded to within published timescales. We also received over 8,500 calls from tenants, with 97.4% of these answered (calls ‘served’).
Our latest performance reports can be found below.
View the Housing KPI Report Q1 2025-26 (PDF, 1.87MB)
View the Housing KPI Report Q4 2024-25 (PDF, 426KB)
View the Housing KPI Report Q3 2024-25 (PDF, 383KB)
View the Housing KPI Report Q2 2024-25 (PDF, 344KB)
View the Housing KPI Report Q1 2024-25 (PDF, 322KB)
View the Housing KPI Report Q4 2023-24 (PDF, 405KB)
View the Housing KPI Report Q3 2023-24 (PDF, 608KB)
View the Housing KPI Report Q2 2023-24 (PDF, 256KB)