TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord – 78.6% 

Keeping properties in good repair

TP02: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service – 79.3%

TP03: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair – 74.3%

TP04: Proportion of respondents who report that they are satisfied that their home is well maintained – 74.7%

 RP01 & RP02: Decent Homes Standard and Repairs

·       Proportion of homes that do not meet the Decent Homes Standard - 1.1% 

• Proportion of non-emergency responsive repairs completed within the landlord’s target timescale - 94.7% 
• Proportion of emergency responsive repairs completed within the landlord’s target timescale - 100%

You can report your repairs online. 

Maintaining building safety

TP05: Proportion of respondents who report that they are satisfied that their home is safe – 82.8%

BS01: Gas safety checks  

• Proportion of homes for which all required gas safety checks have been carried out - 100%

BS02: Fire safety checks 

• Proportion of homes for which all required fire risk assessments have been carried out - 100%

BS03: Asbestos safety checks  

• Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out - 100%

BS04: Water safety checks 

• Proportion of homes for which all required legionella risk assessments have been carried out - 100%

BS05: Lift safety checks 

• Proportion of homes for which all required communal passenger lift safety checks have been carried out - 100%

Respectful and helpful engagement

TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them – 63.5%

TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them – 67.3%

TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect – 74.3%

Find out more about how to get involved in your housing service. 

Effective handling of complaints

TP09: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling – 40%

CH01: Complaints relative to the size of the landlord 

• Number of stage one complaints received per 1,000 homes - 17
• Number of stage 2 complaints received per 1,000 homes - 2.9

CH02: Complaints responded to within Complaint Handling Code timescales 

• Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales - 62.8%
• Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales - 93.8%

Find out more about how to make a complaint. 

Responsible neighbourhood management

TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained – 67.3%

TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood – 55.1%

TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour – 58.5%

NM01: Anti-social behaviour cases relative to the size of the landlord 

• Number of anti-social behaviour cases opened per 1,000 homes - 32.7
• Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes - 0.9

Find out more about neighbourhood issues and how to report anti-social behaviour. 

The Council monitors its key performance indicators on a quarterly basis through its Corporate Management Team and Cabinet system.  Detailed Housing performance indicators are also monitored quarterly by the ‘Tenant Satisfaction Measures and Performance Panel’ which is made up of tenant representatives (see tenant involvement opportunities for more information).  This includes reviewing performance on things such as our repairs service, how we deal with complaints, how long we take to re-let homes and more.  Any concerns raised by this group will be considered by the Housing Engagement Board for a deeper dive into that particular performance measure.

Housing Performance data for April 2023 to March 2024

Re-letting homes

Average re-let time in days (standard re-lets). Target = 17 days or less

Number of re-lets of Housing stock

% of properties vacant and available for letting at period end. Target = 0.5%

• Q1. April - June = 0.74%
• Q2. July - September = 1.04%
• Q3. October - December = 0.60%
• Q4. January - March = 0.44%

Number of properties vacant but unavailable for letting at period end. Target = 0.5%

Year end = 0.66%

Repairs and maintenance

% of repair appointments kept. Target = 95%

% routine repairs within target timescales. Target = 95%

% satisfaction with responsive repairs. Target = 95% or above

Rents 

% rent arrears. Target = 2.00% or under

• Q1. April - June = 1.92%
• Q2. July - September = 1.96%
• Q3. October - December = 2.31%
• Q4. January - March = 2.04%

% rent loss from empty houses. Target = 4.00% or under

• Q1. April - June = 1.98%
• Q2. July - September = 2.03%
• Q3. October - December = 2.03%
• Q4. January - March = 2.06%

Housing Advice and homelessness

% Successful Homeless preventions as a proportion of all homelessness cases closed. Target = 50% or above

• Q1. April - June = 49%
• Q2. July - September = 60%
• Q3. October - December = 60%
• Q4. January - March = 56%

Number of households assisted through Shire Homes Lettings (cumulative). Target = 40

Number of new build council house completions

• Q1. April - June = 2
• Q2. July - September = 6
• Q3. October - December = 16
• Q4. January - March = 48

For a copy of the full performance report contact us at resident.involvement@scambs.gov.uk