Performance focus
You can read our quarterly newsletters to tenants. As well as news and useful information, you can see how we are performing.
From 1 April 2024 the Regulator of Social Housing requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures. These are called Tenant Satisfaction Measures (TSMs). The TSMs provide tenants with greater transparency about their landlord’s performance. The Regulator of Social Housing sets out how we must collect the data. For the perception measures we use an independent market research company for gathering opinions once a year.
You can access a summary of our survey approach used to generate the published tenant perception measures and a copy of the questionnaire that was used to gather the TSM tenant perception data.
The table below compares our 2024/25 performance against our 2023/24 performance and the national average for 2024/25.
| TSM | Perception Measures - collected from our annual tenant satisfaction survey | 2023/24 | 2024/25 | National Average - source RSH |
|---|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall housing service | 70.82% | 72.40% | 71.8% |
| 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 | 76.42% | 77.36% | 73.6% |
| 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 | 72.47% | 75.6% | 69.5% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 72.89% | 75.43% | 71.9% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe | 75.21% | 79.31% | 77.6% |
| TP06 | Proportion of respondents who report that they are satisfied that Hull City Council housing services listens to tenant views and acts upon them | 59.52% | 66.17% | 61.6% |
| TP07 | Proportion of respondents who report that they are satisfied that Hull City Council housing services keeps them informed about things that matter to them | 65.27% | 71.05% | 72% |
| TP08 | Proportion of respondents who report that they agree Hull City Council housing services treats them fairly and with respect | 73.62% | 79.75% | 77.9% |
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with Hull City Council’s approach to handling housing complaints | 38.60% | 31.69% | 35.5% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied their communal areas are kept clean and well maintained | 64.66% | 64.14% | 66.7% |
| TP11 | Proportion of respondents who report that they are satisfied that Hull City Council housing services makes a positive contribution to their neighbourhood | 54.89% | 65.51% | 64.6% |
| TP12 | Proportion of respondents who report that they are satisfied with Hull City Council’s approach to handling anti-social behaviour | 52.28% | 56.57% | 59.5% |
| TSM | Management Measures | 2023/24 | 2024/25 | National Average - source RSH |
|---|---|---|---|---|
| CH01i | Number of stage one complaints received per 1,000 homes | 37.50 | 37.92 | 53.5 |
| CH01ii | Number of stage 2 complaints received per 1,000 homes | 5.01 | 7.10 | 8.3 |
| CH02i | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 96.98% | 96.32% | 89.9% |
| CH02ii | Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 97.39% | 93.25% | 88.9% |
| NM01i | Number of anti-social behaviour cases, opened per 1,000 homes | 51.30 | 51.65 | 36 |
| NM01ii | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.22 | 2.22 | 0.7 |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 14.4% | 10.6% | 0.5% |
| RP02i | Proportion of non-emergency responsive repairs completed within the target timescale. It is currently 21 days for gas and heating repairs, 28 days for all other responsive repairs | 69.27% | 67.66% | 82.5% |
| RP02ii | Proportion of emergency responsive repairs completed within the target timescale - 24 hours | 97.46% | 96.99% | 94.9% |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.99% | 100% | 100% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 99.02% | 100% | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 97.99% | 100% | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 87.57% | 100% | 100% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 94.22% | 100% | 100% |