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.
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.
| TSM | Perception Measures - collected from our annual tenant satisfaction survey | 2023 to 2024 | National Average - source: RSH |
|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall housing service | 70.82% | 71.3% |
| 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% | 72.3% |
| 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 | 72.47% | 67.4% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 72.89% | 70.8% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe | 75.21% | 76.7% |
| 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% | 60.4% |
| 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% | 70.3% |
| TP08 | Proportion of respondents who report that they agree Hull City Council housing services treats them fairly and with respect | 73.62% | 76.8% |
| 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% | 34.5% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied their communal areas are kept clean and well maintained | 64.66% | 65.1% |
| 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% | 63.1% |
| TP12 | Proportion of respondents who report that they are satisfied with Hull City Council’s approach to handling anti-social behaviour | 52.28% | 57.8% |
| TSM | Management Measures | 2023 to 2024 | National Average - source: RSH |
|---|---|---|---|
| CH01i | Number of stage one complaints received per 1,000 homes | 37.50 | 42.5 |
| CH01ii | Number of stage 2 complaints received per 1,000 homes | 5.01 | 5.7 |
| CH02i | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 96.98% | 82.3% |
| CH02ii | Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 97.39% | 83.6% |
| NM01i | Number of anti-social behaviour cases, opened per 1,000 homes | 51.30 | 35.5 |
| NM01ii | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 1.22 | 0.6 |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 14.4% | 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% | 81.3% |
| RP02ii | Proportion of emergency responsive repairs completed within the target timescale - 24 hours | 97.46% | 95.3% |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.99% | 99.9% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 99.02% | 100% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 97.99% | 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 87.57% | 100% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 94.22% | 100% |