Service Performance Information
As you scroll down this page you will find several categories of performance information based on the service we provide. Residents have told us that these particular performance indicators are the ones that they are most interested in hearing more about.
Key:
- Green = meeting the target
- Amber = within 10% of the target
- Red = more than 10% away from the target.
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Number of Blocks inspected (by month) | Monitoring resident satisfaction with estate cleanliness. | 57 | 60 |  |
| % Blocks at satisfactory 'B' caretaking standard. |
Monitoring resident satisfaction with estate cleanliness. | 93% | 100% | |
| Total Number of Gardening Inspections in the period - SEH |
Monitoring upkeep quality of communal outdoor areas. | 587 | 720 |  |
| % of Graffiti Removal | Monitoring resident satisfaction with estate cleanliness. | 50% | 100% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Satisfaction with property condition | Monitoring tenant feedback on the state of their new home. | 92.00% | 95.00% |  |
| Void turnaround time (days) | Measuring the time taken to prepare and re-let vacant properties. | 16.8 | 17.0 | |
| Tenants satisfied with viewing and letting process |
Ensuring a smooth and transparent rehousing experience. | 100% | 97% | |
| Void turnover | Tracking the number of properties that become vacant. | 7.41% | No target | N/A |
| Percentage of properties void & re-lettable | Assessing efficiency in preparing properties for new tenants. | 1.52% | 1.00% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Numbers of Residents Engaged | Measuring active participation in tenant activities and feedback processes. | 2,163 | 1,500 | |
| Number of changes made as a result of 'You said, we did' |
Demonstrating visible responses to tenant concerns. | 30 | No target | N/A |
| Impact Assessments | Tracking reviews to ensure fair policies and decisions. | 6 | 6 | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Current rent arrears as % of rent due | Monitoring outstanding rent levels to assess trends and early intervention strategies. | 2.69% | 3.16% | |
| Current rent arrears (in cash) | Monitoring outstanding rent levels to assess trends and early intervention strategies. | £1,162,233 | No target | N/A |
| Number of tenants in arrears | Tracking the volume of affected households to refine support approaches. | 1,802 | No target | N/A |
| Collection rate (temporary housing) | Ensuring payments are managed effectively to sustain temporary housing services. | 99.9% | No target | N/A |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Total Tenants Complaints Received in year - Stage 1 (excluding Leaseholders) |
Gauging service satisfaction and identifying recurring issues. | 988 | No target | N/A |
| Total Tenants Complaints Received in year - Stage 2 (excluding Leaseholders) |
Gauging service satisfaction and identifying recurring issues. | 321 | No target | N/A |
| Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
Ensuring complaints are dealt with efficiently and in line with residents' expectations. | 91.0% | 95.0% | |
| Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
Ensuring complaints are dealt with efficiently and in line with residents' expectations. | 95.8% | 95.0% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Proportion of homes for which all required fire risk assessments have been carried out |
Ensuring all properties are assessed for fire safety. | 100.0% | 100.0% | |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
Monitoring asbestos safety compliance. | 100.0% | 100.0% | |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
Ensuring lift safety compliance for resident security. | 83.0% | 100.0% | |
| Proportion of homes that do not meet the Decent Homes Standard |
Identifying properties requiring upgrades to meet regulatory standards. | 0.5% | 0.0% | |
| Fire Doors with a valid in time inspection report |
Ensuring compliance and resident safety. | 100% | 90% | |
| Total Fire doors on SEH programme | Ensuring compliance and resident safety. | 4,608 | No target | N/A |
| Number of non-compliant Fire Doors outstanding |
Ensuring compliance and resident safety. | 40 | No target | N/A |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Number of emergency repairs completed in a year |
Monitoring urgent repairs completed to maintain safety. | 10,616.0 | No target | N/A |
| Responsive repairs completed in a month per 1,000 properties |
Tracking repair volume in relation to housing stock. | 4,308.8 | No target | N/A |
| Proportion of non-emergency responsive repairs completed within target timescale |
Ensuring prompt response to critical repairs. | 67.7% | 95.0% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Tenancy Audits | Ensuring tenancy information is up to date and identify any support/property issues | 968 | 1,140 | |
| Number of referrals received in month to Housing Support Officer |
Assessing the demand for housing support services. | 108 | No target | N/A |
| Funds accessed by tenants to enable them to sustain tenancies (eg DHPs, ELF and Hardship Fund) |
Monitoring financial support that helps residents maintain their tenancies. | £54,178 | £45,000 | |
| Approximate value of food vouchers issued | Tracking financial assistance provided for essential needs. | £7,238 | £666 | |
| Percentage of supported tenancies sustained |
Measuring the effectiveness of tenancy support interventions. | 98.8% | 98.0% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Total ASB Cases | Understanding the level of ASB cases recorded. | 258 | No target | N/A |
| Satisfaction with outcome of ASB reports |
To understand how satisfied residents are with the outcome of their ASB reports and identify areas for improvement. | 67% | 67% | |
| Satisfaction with ease of reporting ASB | To measure how easy residents find it to report ASB and highlight any barriers in the reporting process. | 81% | 72% | |
| Satisfaction with being kept up to date on ASB report by Tenancy/Community Safety Officer |
To assess how well officers keep residents informed during the ASB reporting process. | 75% | 70% | |
| Satisfaction with ASB Service | To understand how satisfied residents are with the outcome of their ASB reports and identify areas for improvement. | 74% | 70% | |
| New ASB cases reported | Monitor the number of new ASB cases reported to identify trends and inform service planning and prevention activity. | 646 | No target | N/A |
| % of Level 1 (High) ASB cases dealt with within 1 working day |
To ensure we are managing ASB cases effectively | 86.8% | 90.0% | |
| % of Level 2 (Medium) ASB cases dealt with within 5 working days | To ensure we are managing ASB cases effectively | 81.8% | 90.0% | |
| % of Level 3 (Standard) ASB cases dealt with within 10 working days |
To ensure we are managing ASB cases effectively | 88.3% | 90.0% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Percentage of weekly H&S checks completed within target time |
To ensure Sheltered Housing communal areas are safe and free from hazards | 95.0% | 100.0% | |
| Careline calls answered in 1 minute | Ensuring emergency calls are responded to within appropriate timescales | 98.5% | 97.5% | |
| Performance Indicator (PI) | Measurement Focus | Performance Figure 2025-26 | Performance Target | Red/Amber/Green |
| Resident Profile - Sexuality | Ensuring we know our residents and are able to change services to meet their needs | 78.46% | 90.00% | |
| Resident Profile - Religion | Ensuring we know our residents and are able to change services to meet their needs | 80.04% | 90.00% | |
| Resident Profile - Sex | Ensuring we know our residents and are able to change services to meet their needs | 98.80% | 90.00% | |
| Resident Profile - Ethnic Origin 2 | Ensuring we know our residents and are able to change services to meet their needs | 96.98% | 90.00% | |
| Resident Profile - National Language | Ensuring we know our residents and are able to change services to meet their needs | 75.09% | 90.00% | |
| Resident Profile - Disabled | Ensuring we know our residents and are able to change services to meet their needs | 100% | 100% | |
| Resident Profile - Age | Ensuring we know our residents and are able to change services to meet their needs | 100% | 100% | |