Housing Performance

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% -