We monitor a set of performance measures to ensure we are delivering a good social housing service.
We report on the measures to councillors and tenant and leaseholder representatives at Housing Board meetings.
We are members of Housemark, which compares local authorities’ social-housing performance. This allows us to track our performance against other providers of social housing.
We set our targets by comparing ourselves to other similar authorities. We consider whether we have met previous targets and what resources we would need to achieve a higher target.
The tables below show our recent end-of-year performance against the indicators we measure. They also show our targets and the score required to be in the top quartile of all Housemark members for each measure.
- See also: Tenant satisfaction measures
Rent collection
I1: Rent collected as a percentage of rent owed, excluding arrears
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 100.15% | 100% | 99.7% |
| 2023/24 | 99.9% | 100% | 97.8% |
I2: Current arrears as a percentage of the rent owed
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 3.27% | 3.30% | 2.1% |
| 2023/24 | 3.5% | 3.3% | 2.59% |
Re-let times
V1: Average re-let time in days
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 38.3 | 45 | 44.2 |
| 2023/24 | 60.9 | 28 | 38.2 |
Repairs
R1: Emergency repairs completed within timescale
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 94.8% | 97.0% | 98.8% |
| 2023/24 | 97.8% | 97.0% | 99.6% |
R2: Non-emergency repairs completed within timescale
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 92.4% | 85.0% | 87.8% |
| 2023/24 | 77.3% | 85.0% | 93.4% |
R3: Percentage of repairs completed at first visit
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 79.1% | 85.0% | 89.9% |
| 2023/24 | 72.1% | 85.0% | 91.2% |
R4: Percentage satisfaction with the most recent repair
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 79.5% | 80.0% | 92.3% |
Safety and compliance
C1: Percentage of homes with a valid gas safety certificate
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 100.0% | 100% | 100% |
| 2023/24 | 100.0% | 100% | 100% |
C2: Percentage of domestic properties with a satisfactory Electrical Installation Condition Report (EICR) up to five years old
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 96.1% | 100% | 99.7% |
| 2023/24 | 76.0% | 100% | 100% |
C4: Percentage of homes for which all required fire risk assessments have been carried out
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 85.3% | 100% | 100% |
| 2023/24 | 96.8% | 100% | 98.8% |
C5: Percentage of homes for which all required asbestos management surveys or re-inspections have been carried out
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 99.2% | 100% | 99.1% |
| 2023/24 | 98.9% | 100% | 100% |
C6: Percentage of homes for which all required legionella risk assessments have been carried out
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 100% | 100% | 100% |
| 2023/24 | 92.0% | 100% | 100% |
C7: Percentage of homes for which all required communal passenger lift safety checks have been carried out
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 94.2% | 100% | 100% |
| 2023/24 | 100% | 100% | 100% |
Affordable homes
HD2: Number of council housing starts
| Year | Score | Target |
|---|---|---|
| 2024/25 | 105 | 318 |
| 2023/24 | 84 | 84 |
HD3: Number of new affordable homes completed with the city council's own programme (from Housing Development Agency forward programme)
| Year | Score | Target |
|---|---|---|
| 2024/25 | 98 | 151 |
| 2023/24 | 248 | 151 |
CP5: Percentage satisfaction with the home (new build)
| Year | Score | Target |
|---|---|---|
| 2024/25 | 81% | 90% |
Complaints
C1: Number of Stage 1 complaints received in Housing
| Year | Score |
|---|---|
| 2024/25 | 281 |
| 2023/24 | 235 |
C1a: Percentage of Stage 1 complaints resolved within timescale (all housing-related service areas)
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 82.1% | 60.5% | 83.9% |
| 2023/24 | 62.1% | To be confirmed | No benchmark |
C2: Number of Stage 2 complaints received in housing
| Year | Score |
|---|---|
| 2024/25 | 40 |
| 2023/24 | 28 |
C2a: Percentage of Stage 2 complaints resolved within timescale (all housing-related service areas)
| Year | Score | Target | Benchmark |
|---|---|---|---|
| 2024/25 | 60% | 64.5% | 90.1% |
| 2023/24 | 42.8% | To be confirmed | No benchmark |
