Council
housing performance
Quarter
1 2024/25 (Apr to Jun 2024)
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|
 
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|
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99.99%
Gas
safety compliance
|
92.34%
Rent
collection rate
|
39
days
Empty
home
re-let
time
|
|
|
|
|
|
97.9%
Dwellings
meeting Decent Homes standard
|
89%
Customer
services calls answered
|
74.1
Average
energy efficiency (rating
out of 100)
|
|
|
|
|
|
76%
Complaint
responses within 10 working days
|
95%
Repairs
helpdesk calls answered
|
86
days
Average
time to complete routine repairs
|
Quarter
1 2024/25 council housing performance – key trends
Top scores (compared to target)
1.
Calls answered by Repairs Helpdesk (95%
vs 85% target)
2.
Calls answered by Housing Customer
Services (89% vs 85% target)
3.
Average re-let time excluding time spent
in major works (39 days vs 42 day target)
4.
Surveyed tenants satisfied with repairs:
customer service (99% vs 96% target)
5.
Surveyed tenants satisfied with repairs:
standard of work (99% vs 96% target)
Bottom scores (compared to target)
1.
Average time to complete routine repairs
(86 days vs 15 day target)
2.
Stage two complaints upheld (47% vs 18%
target)
3.
Average weeks taken to approve major
adaptations (16.3 weeks vs 10 week target)
4.
Routine repairs completed within 28
calendar days (46.3% vs 70% target)
5.
Stage one complaints responded to within
10 working days (76% vs 80% target)
Biggest improvements (since previous
quarter)
1.
Average re-let time excluding time spent
in major works (59 to 39 days)
2.
Routine repairs completed within 28
calendar days (41.3% to 46.3%)
3.
Average time to complete routine repairs
(92 to 86 days)
4.
Calls answered by Repairs Helpdesk (91%
to 95%)
5.
Surveyed tenants satisfied with repairs:
standard of work (98% to 99%)
Biggest drops (since previous
quarter)
1.
Average weeks to approve major
adaptations (9.1 to 16.3 weeks)
2.
Stage two complaints upheld (38% to
47%)
3.
Stage one complaints responded to within
10 working days (81% to 76%)
4.
Rent collected from current council
tenants (93.46% to 92.34%)
5.
Calls answered by Housing Customer
Services (90% to 89%)
|
|
Customer feedback
|
Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against
target
|
Trend since
Q4
|
|
1.1
|
Compliments received
from customers
|
Info
|
69
|
44
|
n/a
|
n/a
|
|
1.2
|
Stage one complaints
responded to within 10 working days
|
80%
(70%)
|
81%
(195 of
240)
|
76%
(150 of
197)
|
|
|
|
1.3
|
Stage one complaints
upheld
|
Info
|
60%
(145 of 240)
|
52%
(102 of 197)
|
n/a
|
n/a
|
|
1.4
|
Stage two complaints
upheld
|
18%
(20%)
|
38%
(10 of
26)
|
47%
(20 of
43)
|
|
|
|
During Q1, 20 stage
two complaints were upheld or partly upheld following investigation
by the corporate Customer Feedback team, after they were escalated
following the stage one response from Housing. These complaints
were most commonly about delays in the council doing something,
such as completing repairs.
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|
 
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Private sector housing
|
Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against
target
|
Trend since
Q4
|
|
2.1
|
Total fully licensed
Houses in Multiple Occupation (HMOs)
|
Info
|
1,733
|
1,814
|
n/a
|
n/a
|
|
2.2
|
Corporate
KPI: HMOs where all special
conditions have been met (for licences issued over 12 months
ago)
|
55%
(50%)
|
73.31%
(1,936 of
2,641)
|
44.90% (251 of 559)
|
|
|
|
The indicator above
measures cases where the council has verified that works required
via special conditions have been completed. This latest result only
includes HMOs covered by the national mandatory licensing scheme
and no longer includes those previously covered by the former
additional licensing scheme which expired on 28 February 2023 and
which continued to be monitored through this indicator up to the
end of 2023/24. The primary focus in Q1 has been on clearing the
backlog of mandatory HMO licensing applications. Once this is
completed resources can be assigned to checking compliance against
the conditions.
|
|
2.3
|
Requests for
assistance received (RFAs)
|
Info
|
143
|
114
|
n/a
|
n/a
|
|
Request for
assistance top categories during Q1 were 55 (38%) dampness and 40
(28%) disrepair.
|
|
2.4
|
Property inspections
completed
|
Info
|
187
|
233
|
n/a
|
n/a
|
|
2.5
|
… of which
RFA inspections
|
Info
|
50
|
51
|
n/a
|
n/a
|
|
2.6
|
… of which
HMO licence inspections
|
Info
|
137
|
182
|
n/a
|
n/a
|
|
2.7
|
RFA cases
closed
|
Info
|
94
|
86
|
n/a
|
n/a
|
|
2.8
|
Properties with Category 1 and 2 hazards
resolved through informal action (closed RFAs)
|
Info
|
88%
(23 of
26)
|
94%
(15 of
16)
|
n/a
|
n/a
|
|
2.9
|
Properties with Category 1 and 2 hazards
resolved through formal action (closed RFAs)
|
Info
|
12%
(3 of
26)
|
6%
(1 of
16)
|
n/a
|
n/a
|
|
2.10
|
Private sector
vacant dwellings (for more than one year) returned into
occupation
|
9
|
1
|
20
|
|
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Housing adaptations
|
Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against target
|
Trend since Q4
|
|
3.1
|
Private sector housing – average weeks taken to
approve Disabled Facilities Grant applications
|
10
(26)
|
15.4
|
19.0
|
|
|
|
3.2
|
Private sector housing – average weeks taken
for contractor to complete major adaptations
|
Info
|
33.9
|
25.6
|
n/a
|
n/a
|
|
3.3
|
Council housing – average weeks taken to
approve applications for major adaptations
|
10
(26)
|
9.1
|
16.3
|
|
|
|
3.4
|
Council housing – average weeks taken for
contractor to complete major adaptations
|
Info
|
14.9
|
15.3
|
n/a
|
n/a
|
|
The amber threshold for the two targeted indicators
above is set at 26 weeks based on historic guidance timescales,
with the target of 10 weeks reflecting revised guidance
timescales. The time taken to approve grants and applications
has risen in this quarter. This is due to a number of outlier
cases where we are waiting for further input from applicants and
this has increased the overall average. We will continue to
work with those applicants to resolve issues in order to move
forward with the works required.
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Housing options and homelessness
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Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against
target
|
Trend since
Q4
|
|
|
4.1
|
Corporate KPI: Homelessness cases presenting during the prevention
duty stage
|
50%
(40%)
|
29.64%
(99 of
334)
|
32.44%
(121 of
373)
|
|
|
|
|
Although performance has improved since the
last quarter, more households tend to be presenting once already
homeless, rather than when at risk of homelessness, following a
national trend. In April 2024, officers held a conference with
voluntary and statutory agencies to explain the housing pressures
in the city and urge early referrals for those at risk of
homelessness and will be holding more of these ‘awareness
raising’ workshops this financial year. During Q1, the
consultation on proposed changes to the council’s Housing
Allocations Policy ended: these are designed to encourage people to
contact the council as soon as they become at risk of homelessness
and will be taken to Cabinet for approval in September 2024. The
Homelessness Transformation Programme is also progressing with
changes to the operating model coming into effect from March
2025.
|
|
4.2
|
Corporate KPI: Homelessness prevention cases closed with a
successful prevention outcome
|
55%
(45%)
|
63.45%
(92 of
145)
|
64.29%
(90 of
140)
|
|
|
|
|
4.3
|
New households with
a full housing duty accepted
|
Info
|
101
|
177
|
n/a
|
n/a
|
|
|
4.4
|
Number of households
on the housing register
|
Info
|
7,585
|
7,476
|
n/a
|
n/a
|
|
|
|
|
|
|
|
|
|
|
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Temporary accommodation (including emergency
accommodation)
|
Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against
target
|
Trend since
Q4
|
|
5.1
|
Corporate
KPI: Total households in
temporary accommodation
|
1,770
(1,870)
|
1,770
|
1,788
|
|
|
|
5.2
|
Rent collected for
emergency accommodation (year to
date including changes in arrears)
|
95%
(90%)
|
90.43%
(£3.35m of
£3.71m)
|
93.84%
(£547k of
£583k)
|
|
|
|
5.3
|
Rent collected for
leased properties (year to date
including changes in arrears)
|
95%
(90%)
|
98.55%
(£5.98m of
£6.07m)
|
107.16%
(£1.49m
£1.39m)
|
|
|
|
The latest result is
over 100% because successful efforts to reduce rent arrears have
meant that more rent was collected during the period than was
charged during it.
|
|
5.4
|
Rent collected for
Seaside Homes (year to date
including changes in arrears)
|
95%
(90%)
|
97.97%
(£5.29m of
£5.40m)
|
74.23%
(£1.34m of
£1.80m)
|
|
|
|
The Seaside Homes
collection rate has fallen due to delays in the Department for Work
and Pensions (DWP) updating many of these households’
Universal Credit (UC) Housing Element after the rent and Local
Housing Allowance (LHA) increase in April, meaning a lower
proportion of their rent is being covered by LHA than should be the
case. This has been escalated to senior management within the
DWP.
|
|
5.5
|
Void temporary
accommodation dwellings
|
For info
|
63
|
68
|
n/a
|
n/a
|
|
Three were 68 void
emergency and temporary accommodation dwellings at the end of March
2024, excluding 26 voids that were with the Empty Homes Team for
works.
|
|
5.6
|
Seaside Homes
properties with a valid Landlord’s Gas Safety
Record
|
100%
(99%)
|
100%
(494 of
494)
|
99.4%
(491 of
494)
|
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|
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6.1 New
supply of additional council homes
A total of 726 homes
were completed between April 2019 and March 2024 with a further 78
projected for completion during the 2024/25 financial year.
The total for 2023/24 (286) exceeded all
previous years, and this programme
has been delivered during a period of unprecedented complexity due
to the Covid-19 pandemic and recovery phase.
·
2019/20: 77 homes – buy backs (43
Home Purchase), Hidden Homes (6), Kensington Street (12), Tilbury
Place (15) and Devon Lodge (1 lease handed back)
·
2020/21: 144 homes – buy backs (40
Home Purchase and 24 NSAP – Next Steps Accommodation
Programme), Buckley Close (12), Hartington Road (38) and
Hawkridge Court (30)
·
2021/22: 108 homes – buy backs (66
Home Purchase, 6 NSAP and 18 Rough
Sleepers Accommodation Programme – RSAP), Hidden Homes (8) and Oxford Street (10)
·
2022/23: 111 homes – buy backs
(52 Home Purchase
and 17 RSAP) and Victoria Road
(42)
·
2023/24: 286 homes – buy backs (42
Home Purchase, 5 RSAP and 15 Local Authority Housing Fund –
LAHF), Homes for Brighton & Hove rented units (49 at Quay View
and 127 at Coldean Lane), Hidden Homes (4), Kubic Apartments (38),
Charles Kingston Gardens (2) and Grand Parade (4)
·
2024/25: 78 homes (projection) –
buy backs (70 Home Purchase and 4 LAHF) and Frederick Street (4).
This projection of 78 is also the Corporate target for the 2024/25
financial year.
6.5
New supply of other affordable homes
A total of 877 homes
(385 rent and 492 shared ownership) were completed between April
2019 and March 2024 with a further
327 projected for completion during the 2024/25 financial
year. This programme has been
delivered during a period of unprecedented complexity due to the
Covid-19 pandemic and recovery phase.
·
2019/20: 87 homes – Montpelier
Place (5), Kingsway (54) and Circus Street (28)
·
2020/21: 48 homes – Freehold
Terrace (8), Plumpton Road (2), Nevill Road (4) and Preston Road
(34 from two providers)
·
2021/22: 75 homes – Preston
Barracks (19), Falmer Avenue (13), Hangleton Way (33) and Lions
Gardens (10)
·
2022/23: 441 homes – Edward Street (33), School Road
(104), Preston Barracks (67), Graham Avenue (125), Sackville Hotel
(7), New Church Road (5) and King’s House (100)
·
2023/24: 226 homes – Homes for
Brighton & Hove shared ownership units (55 at Quay View and 115
at Coldean Lane), York and Elder (22), Hove Gardens –
Ellen Street (16) and Allingham Place
– Ovingdean Road (18)
·
2024/25: 327 homes (projection) –
Davigdor Road (5), Home X – Preston Barracks (16), Coombe
Farm phase one (16), Coombe Farm phase two (13), St Aubyn’s
– Rottingdean (37), Lyon Quarter (154), One Preston Park (30)
and Hove Central (56)
|
|
Council housing management
|
Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against
target
|
Trend since
Q4
|
|
|
7.1
|
Corporate
KPI: Rent collected from
current council tenants
|
95.36%
(94.90%)
|
93.46%
(£60.1m of
£65.1m)
|
92.34%
(£66.4m of
£71.9m)
|
|
|
|
|
The methodology for
the indicator above excludes rent loss from voids but factors in
changes to the amount of rent arrears over time. The Q1 collection
rate is a forecast for the 2024/25 financial year. During
Q1, the service was busy with the annual Universal Credit (UC) rent
uplift exercise, which involved officers manually verifying the
details of 4,361 UC claimants and reduced the resources for
day-to-day casework. UC managed migration resumed and expanded in
Q4 which means hundreds more tenants are moving from Housing
Benefit (HB) to UC which increases the caseload for staff to
recover the arrears which tend to increase as a result of this
switch. This is in addition to wider cost of living pressures
affecting tenants' ability to pay rent. The service is placing
greater emphasis on early intervention and prevention. Procedures
have been updated to expand on early contact and all new tenants
will be seen face-to-face by an income specialist as part of their
sign-up process. In support of this, IT project work is ongoing to
update the housing management system, NEC, to help officers manage
casework including implementation of an ‘escalations
policy’ in cases where arrears are increasing, improved
tracking of arrangements set up with tenants to repay arrears and
potential automation of verification of UC claims.
|
|
7.2
|
Evictions due to
rent arrears
|
Info
|
0
|
1
|
n/a
|
n/a
|
|
|
7.3
|
Evictions
due to anti-social behaviour
(ASB)
|
Info
|
2
|
0
|
n/a
|
n/a
|
|
|
7.4
|
ASB cases
opened
|
Info
|
146
|
184
|
n/a
|
n/a
|
|
|
7.5
|
ASB cases
closed
|
Info
|
127
|
147
|
n/a
|
n/a
|
|
|
7.6
|
Average days to
close ASB cases
|
Info
|
137
|
132
|
n/a
|
n/a
|
|
|
7.7
|
Active ASB cases at
quarter end
|
Info
|
264
|
301
|
n/a
|
n/a
|
|
|
The Housing service
wishes for residents to report ASB, so the number of cases can be
driven by reporting as well as incidents and the service welcomes
the former.
|
|
7.8
|
|
Calls answered by
Housing Customer Services
|
85%
(80%)
|
90%
(5,902 of
6,529)
|
89%
(5,929 of
6,654)
|
|
|
|
|
7.9
|
Emails received by
Housing Customer Services
|
Info
|
6,799
|
6,400
|
n/a
|
n/a
|
|
|
7.10
|
Number of
council homes let
|
Info
|
209
|
126
|
n/a
|
n/a
|
|
|
7.11
|
… of
which new council homes let for the first time
|
Info
|
114
|
16
|
n/a
|
n/a
|
|
|
7.12
|
… of
which re-lets of previously occupied council homes
|
Info
|
95
|
110
|
n/a
|
n/a
|
|
|
7.13
|
Average
‘key to key’ re-let time in calendar days including
time spent in major works
|
Info
|
163
|
87
|
n/a
|
n/a
|
|
|
7.14
|
|
Average re-let
time in calendar days excluding time spent in major
works
|
42
(49)
|
59
|
39
|
|
|
|
|
7.15
|
|
Void council
homes (includes new homes)
|
Info
|
137
|
149
|
n/a
|
n/a
|
|
|
The indicator
above provides a snapshot of empty council owned homes on the last
day of the period, whether they were available to let or not (e.g.
because they were undergoing major works at the time).
|
|
|
|
|
|
|
|
|
|
|
|
Council housing maintenance
|
Target
(amber value)
|
Q4
2023/24
|
Q1
2024/25
|
Status against
target
|
Trend since
Q4
|
|
8.1
|
Emergency repairs
completed within 24 hours
|
99%
(97%)
|
95.3%
(3,159 of
3,316)
|
96.9%
(2,839 of
2,931)
|
|
|
|
8.2
|
Corporate
KPI: Routine repairs completed
within 28 calendar days
|
70%
(58%)
|
41.3%
(2,180 of
5,277)
|
46.8%
(2,535 of
5,421)
|
|
|
|
8.3
|
Average days to
complete routine repairs
|
15
(17.5)
|
92
|
86
|
|
|
|
Repairs completed
recently have included jobs from a backlog of older non-urgent
jobs, which is in the process of being reduced, with two additional
contactors now mobilised to focus on these. Nonetheless, this means
that jobs which had been part of this backlog exceeded their target
timescales once completed. The
proportion of routine council housing repairs completed within 28
calendar days was 46.8% (2,535 of 5,421) during Q1. This is
impacted by the number of very old non-urgent jobs among those
completed (2,396 were originally issued before 1st April 2024). Of
the 2,829 newer jobs issued on or after 1st April 2024, 77.0%
(2,330 of 3,025) were completed within 28 days, which is above the
70% target.
|
|
8.4
|
|
Calls answered by
Repairs Helpdesk
|
85%
(80%)
|
91%
(17,991 of
19,681)
|
95%
(15,070 of
15,880)
|
|
|
|
8.5
|
Emails received by
Repairs Helpdesk
|
Info
|
6,440
|
5,070
|
n/a
|
n/a
|
|
8.6
|
Online forms
received by Repairs Helpdesk
|
Info
|
820
|
390
|
n/a
|
n/a
|
|
8.7
|
|
Surveyed tenants
satisfied with repairs: standard of work
|
96%
(92%)
|
98%
(778 of
793)
|
99%
(1,806 of
1,829)
|
|
|
|
8.8
|
Surveyed tenants
satisfied with repairs: overall customer service
|
96%
(92%)
|
99%
(783 of
793)
|
99%
(1,802 of
1,829)
|
|
|
|
8.9
|
Corporate
KPI: Council dwellings meeting
Decent Homes Standard
|
100%
(96.3%)
|
97.2%
(11,711 of
12,046)
|
97.9%
(11,876 of
12,129)
|
|
|
|
8.10
|
Corporate
KPI: Energy efficiency rating
of council homes (out of 100)
|
77.2
(72.8)
|
74.1
|
74.1
|
|
|
|
8.11
|
|
Council dwellings
with a valid Landlord's Gas Safety Record
|
100%
(99%)
|
99.99%
(11,358 of 11,359
|
99.99%
(11,374 of 11,375)
|
|
|
|
The indicator above
includes council dwellings served by a communal gas boiler (1,252)
as well as those with their own gas supply (10,108).
|
|
8.12
|
|
Lifts restored to
service within 24 hours
|
95%
(90%)
|
94%
(197 of
210)
|
91%
(145 of
159)
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Leaseholder disputes
|
Q4 2023/24
|
Q1 2024/25
|
|
9.1
|
Stage one disputes
opened
|
1
|
6
|
|
9.2
|
Stage one disputes
closed
|
10
|
7
|
|
9.3
|
Active stage one
disputes (end quarter)
|
27
|
26
|
|
9.4
|
Stage two disputes
opened
|
2
|
3
|
|
9.5
|
Stage two disputes
closed
|
3
|
8
|
|
9.6
|
Active stage two
disputes (end quarter)
|
7
|
2
|
|
9.7
|
Stage three disputes
opened
|
2
|
3
|
|
9.8
|
Stage three disputes
closed
|
1
|
2
|
|
9.9
|
Active stage three
disputes (end quarter)
|
3
|
4
|
|
|
|
|
|
|
