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Our housing performance
Quarterly performance information as part of our work to become a good landlord.
Quarter 1 (April to June 2025)
All targets shown are for the year April 2025 to end of March 2026, unless stated otherwise.
You’ll see 4 types of result in this report:
- Year-to-date average – the average performance since April
- Year-to-date total – the total number recorded since April
- Quarter-end snapshot – the position at the end of the quarter
- End-of-year projection – an estimate of what the full year’s result is likely to be, based on current trends.
Some measures are marked ‘trend data only’ – these don’t have formal targets, but we report them so you can see the wider picture and trends.
The measures are organised under headings that align with our Good Landlord Plan.
Better homes
| Measure | Target (by March 2026) | Actual (as of June 2025) | Our progress |
|---|---|---|---|
| Homes meeting Decent Homes Standard | 90% | 75% | Still working on it |
| Homes checked for gas safety | 100% | 99.50% | On track |
| Homes checked for fire risk | 100% | 99.50% | On track |
| Homes checked or re-checked for asbestos | 100% | 100% | On track |
| Homes checked for water safety to prevent legionella disease (pneumonia-like illness) | 100% | 99.30% | On track |
| Homes checked for up-to-date electrical safety certificate (no more than 5-years-old) | 100% | 26.50% | Still working on it |
| Homes checked for smoke alarms | 100% | 13.90% | Still working on it |
| Homes checked for carbon monoxide detectors | 100% | 97.60% | On track |
Better estates
| Measure | Target | Actual | Our progress |
|---|---|---|---|
| Antisocial behaviour cases handled (per 1,000 properties) | Trend data only, no target set |
67 (end-of-year projection) |
Ongoing |
| Antisocial behaviour cases involving hate crime (per 1,000 properties) | Trend data only, no target set |
Less than 1 (end-of-year projection) |
Ongoing |
| Satisfaction with antisocial behaviour complaint handling | Trend data only, no target set |
47.10% (year-to-date average) |
Ongoing |
Better repairs
| Measure | Target (by March 2026) | Actual (year-to-date average) | Our progress |
|---|---|---|---|
| Internal repairs completed in one visit (non-heating) | 85% | 78.40% | Still working on it |
| Heating repairs completed in one visit | 90% | 90.10% | On track |
| Tenants satisfied with their internal repair (non-heating) | 90% | 90.40% | On track |
| Tenants satisfied with their heating repair | 90% | 94.10% | Ahead of target |
| Non-emergency repairs completed within 20 working days | 90% | 77.90% | Still working on it |
| Emergency repairs completed within 4 hours | 95% | 87.40% | Still working on it |
| Damp and mould cases investigated within 14 days | 100% | To be reported from quarter 2 onwards | Ongoing |
| Identified damp and mould hazards started within 7 days | 100% | To be reported from quarter 2 onwards | Ongoing |
| Emergency damp and mould health hazard repairs completed within 2 days | 100% | To be reported from quarter 2 onwards | Ongoing |
| Average time new empty properties are re-let after minor repairs | No more than 28 days | 63 days | Needs improvement |
| Average time new empty properties are re-let after major repairs and refurbishment | No more than 100 days | 73 days | Needs improvement |
| Average re-let time of all empty properties that need minor repairs | No more than 45 days in Q1 | 107 days | Very behind |
| Average re-let time of all empty properties that need major repairs and refurbishment | No more than 130 days in Q1 | 180 days | Very behind |
Better customer service
| Measure | Target (by March 2026) | Actual (year-to-date average) | Our progress |
|---|---|---|---|
| All stage 1 complaints in all Housing Services answered within 10 working days | 90% | 34% | Still working on it |
| All stage 2 complaints in Housing Services answered within 20 working days | 90% | 34% | Still working on it |
| Stage 1 complaints in all Housing Services escalated to stage 2 | No more than 10% | 25% | Needs improvement |
| Stage 1 complaints on housing management received per 1,000 homes | Trend data only, no target set |
158.4 (end-of-year projection) |
Ongoing |
| Stage 1 complaints on housing management answered within 10 working days | Trend data only, no target set | 37.10% | Ongoing |
| Stage 2 complaints received per 1,000 homes | Trend data only, no target set |
35.1 (end-of-year projection) |
Ongoing |
| Stage 2 complaints on housing management answered within 20 working days | Trend data only, no target set | 33.60% | Ongoing |
| Ombudsman cases received | Trend data only, no target set | 54 (year-to-date total) | Ongoing |
A stronger voice for tenants
| Measure | Target | Actual | Our progress |
|---|---|---|---|
| Resident feedback and engagement | No single target – residents’ voice is part of all themes | Not applicable | Reflected across all performance measures |
New council homes
| Measure | Target for quarter 1 | Actual | Our progress |
|---|---|---|---|
| New council homes completed | 49 | 62 (year-to-date total) | Ahead of target |