Council housing performance

Quarter 3 2021/22 (Oct to Dec 2021)

Receiver with solid fill 

100%

Gas safety compliance

93%

Repairs calls answered

89 days

Empty home

re-let time

City with solid fill

Call center with solid fill

Renovation (House With Sparkles) with solid fill

96.9%

Dwellings meeting Decent Homes standard

90%

Customer services calls answered

92%

Tenancies sustained

Gears

Lightbulb with solid fill

82%

Complaint responses within 10 working days

92%

Lifts restored to service within 24 hours

68.1

Energy efficiency rating of homes (out of 100)


Quarter 3 2021/22 council housing performance – key trends


Top scores (compared to target)

1.    Calls answered by Repairs Helpdesk (93% vs 85% target)

2.    Calls answered by Housing Customer Services (90% vs 85% target)

3.    Stage one complaints responded to within 10 working days (82% vs 80% target)

4.    Tenancies sustained following difficulties (92% vs 90% target)

5.    Council homes with a valid Landlord's Gas Safety Record (100% vs 100% target)

Bottom scores (compared to target)

1.    Average re-let time excluding time spent in major works (89 days vs 21 day target)

2.    Stage two complaints upheld (43% vs 18% target)

3.    Energy efficiency rating of homes out of 100 (68.1 vs 76.8 target)

4.    Lifts restored to service within 24 hours (92% vs 95% target)

5.    Dwellings meeting Decent Homes Standard (96.9% vs 100% target)

Biggest improvements (since previous quarter)

1.    Calls answered by Housing Customer Services (82% to 90%)

2.    Stage two complaints upheld (47% to 43%)

3.    Dwellings meeting Decent Homes Standard (92.9% to 96.9%)

4.    Lifts restored to service within 24 hours (91% to 92%)

Biggest drops (since previous quarter)

1.    Average re-let time excluding time spent in major works (66 to 89 days)

2.    Tenancies sustained following difficulties (97% to 92%)

3.    Stage one complaints responded to within 10 working days (85% to 82%)

Please note there are fewer indicators to compare than usual because several are temporarily absent from this report while work is underway to develop new reporting systems following the switchover of our main housing management IT system since the start of July 2021. Please see the full version of the performance report for more information.