Our Housing performance information for the year ending 31 March 2023 is shown in the tables below. The previous year's performance and national averages provided by Housemark are shown for comparison where available.
| Wait time for Housing calls to 300300 to be answered | 2022/23 | ||
|---|---|---|---|
| Calls offered | 122,380 | ||
| Calls answered | 89,390 | ||
| Average call wait time (in minutes) | 11:04 | ||
| Repairs | 2021/22 | 2022/23 | National Average |
| Tenant satisfaction with repairs | 74.5% | 74.0% | 73.9% |
| Satisfaction with time taken to complete most recent repair | - | 80.2% | 75.8% |
| Non-emergency repairs completed within 20 days | - | 75.8% | - |
| Emergency repairs completed within 24 hours | - | 96.8% | - |
| Complaints | 2021/22 | 2022/23 | National Average |
| Complaints received | 908 | 754 | - |
| (Complaints per 1,000 properties per month) | 3.24 | 2.71 | 3.04 |
| Proportion of complaints upheld/partially upheld | 50.9% | 45.6% | - |
| Complaints answered within 14 days | 75.6% | 76.8% | - |
| Satisfaction with our approach to handling Housing complaints | 33.1% | 55.0% | 56.1% |
| 2021/22 | 2022/23 | National Average | |
| Homelessness cases supported in temporary accommodation | 90 | 111 | - |
| Rough sleepers count (at year-end) | 10 | 12 | - |
| Empty Properties intended for reletting (at year-end) | 387 | 370 | - |
| (as % of total properties) | 1.66% | 1.60% | 0.57% |
| Current Tenant Arrears | £2,708,219 | £3,059,420 | - |
| (as % of debit) | 2.81% | 3.09% | 2.97% |
| Tenant satisfaction we keep them informed about things that matter to them | 77.6% | 69.9% | 75.9% |
| 2021/22 | 2022/23 | National Average | |
| Proportion of homes with a valid gas safety certificate | 99.97% | 99.99% | 99.98% |
| Proportion of non-decent council homes | 4.20% | 3.52% | 0.00% |
| Tenant satisfaction their home is well maintained and safe to live in | 78.8% | 78.1% | - |