Housing performance

Theme

Code

Tenant Satisfaction Measure

% very & fairly satisfied

Overall Satisfaction

TP01

Overall Satisfaction

77.6%

Keeping properties in good repair

TP02

TP03

TP04

Satisfaction with repairs

Satisfaction with the time taken to complete most recent repair

Satisfaction that the home is well maintained

83.6%

77.6%

77.4%

Maintaining building safety

TP05

Satisfaction that the home is safe

80%

Respectful & helpful engagement

TP06

TP07

TP08

Satisfaction that the landlord listens to tenants views and acts upon them

Satisfaction that the landlord keeps tenants informed about things that matter to them

Agreement that the landlord treats tenants fairly and with respect

67.2%

71%

77.5%

Effective handling of complaints

TP09

Satisfaction with the landlords approach to handling complaints

46.1%

Responsible neighbourhood management

TP10

TP11

TP12

Satisfaction that the landlord keeps communal areas clean and well maintained

Satisfaction that the landlord makes a positive contribution to neighbourhoods

Satisfaction with the landlords approach to handing anti-social behaviour

70.02%

61.5%

58.5%

Code

Tenant Satisfaction Measure

Result

BS01

Proportion of homes for which all required gas safety checks have been carried out.

83.10%

BS02

Proportion of homes for which all required fire risk assessments have been carried out.

100%

BS03

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

100%

BS04

Proportion of homes for which all required legionella risk assessments have been carried out.

100%

BS05

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

100%

RP01

Proportion of homes that do not meet the Decent Homes Standard.

2.9%

RP02 (1)

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

41.9%

RP02 (2)

Proportion of emergency responsive repairs completed within the landlord’s target timescale.

56.7%

Q6a

Number of responsive repairs raised during the reporting year.

14,683

Q6b

Number of responsive repairs that were cancelled by the landlord during the reporting year (for any reason, and including those cancelled at tenant request).

2351

Q6c

Number of responsive repairs reclassified as planned or cyclical works during the reporting.

0

Q6d

Number of responsive repairs completed within the reporting year.

11,344

Q6e

Number of responsive repairs that have not been completed ('work-in-progress') at year end.

4070

NM01

Number of Anti-Social cases, opened per 1000 homes

94

NM02

Number of Anti-Social Behaviour cases that involve hate incidents per 1,000 homes.

1

CH01 (1)

Number of stage one complaints received per 1,000 homes

51.6

CH01 (2)

Number of stage two complaints received per 1,000 homes

6.4

CH02 (1)

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

93.4%

CH02 (2)

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

66.7%