Council
housing performance
Quarter
2 2024/25 (Jul to Sep 2024)
|
 
|
|
 
|
|
100%
Gas
safety compliance
|
92.90%
Rent
collection rate
|
39
days
Empty
home
re-let
time
|
|
|
 
|
|
|
97.9%
Dwellings
meeting Decent Homes standard
|
87%
Customer
services calls answered
|
74.1
Average
energy efficiency (rating
out of 100)
|
|
|
|
|
|
78%
Complaint
responses within 10 working days
|
96%
Repairs
helpdesk calls answered
|
87
days
Average
time to complete routine repairs
|
Quarter
2 2024/25 council housing performance – key trends
Top scores (compared to target)
1.
Calls answered by Repairs Helpdesk (96%
vs 85% target)
2.
Average re-let time excluding time spent
in major works (39 days vs 42 day target)
3.
Surveyed tenants satisfied with repairs:
customer service (99% vs 96% target)
4.
Surveyed tenants satisfied with repairs:
standard of work (99% vs 96% target)
5.
Calls answered by Housing Customer
Services (87% vs 85% target)
6.
Council homes with a valid Landlord's Gas
Safety Record (100% vs 100% target)
Bottom scores (compared to target)
1.
Average time to complete routine repairs
(87 days vs 15 day target)
2.
Stage two complaints upheld (54% vs 18%
target)
3.
Average weeks taken to approve major
adaptations (14.2 weeks vs 10 week target)
4.
Routine repairs completed within 28
calendar days (50.4% vs 70% target)
5.
Stage one complaints responded to within
10 working days (78% vs 80% target)
Biggest improvements (since previous
quarter)
1.
Routine repairs completed within 28
calendar days (45.9% to 50.4%)
2.
Stage one complaints responded to within
10 working days (76% to 78%)
3.
Lifts restored to service within 24 hours
(91% to 92%)
4.
Calls answered by Repairs Helpdesk (95%
to 96%)
5.
Rent collected from current council
tenants (92.34% to 92.90%)
Biggest drops (since previous
quarter)
1.
Average weeks to approve major
adaptations (11.8 to 14.2 weeks)
2.
Stage two complaints upheld (47% to
54%)
3.
Emergency repairs completed within 24
hours (96.9% to 92.1%)
4.
Calls answered by Housing Customer
Services (89% to 87%)
5.
Average time to complete routine repairs
(87 to 87 days).
|
|
Customer
feedback (all indicators in
this table are year to date)
|
Target
(amber value)
|
Q1
2024/25
|
Q2
2024/25
|
Status against
target
|
Trend since
Q1
|
|
1.1
|
Compliments received
from customers
|
Info
|
44
|
132
|
n/a
|
n/a
|
|
1.2
|
Stage one complaints
responded to within 10 working days
|
80%
(70%)
|
76%
(154 of
197)
|
78%
(253 of 323)
|
|
|
|
1.3
|
Stage one complaints
upheld
|
Info
|
52%
(102 of 197)
|
60%
(193 of 323)
|
n/a
|
n/a
|
|
1.4
|
Stage two complaints
upheld
|
18%
(20%)
|
47%
(20 of
43)
|
54%
(36 of
67)
|
|
|
|
During 2024/25 to
date, 36 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.
|
|
|
|
|
|
|
|
|
|
 
|
Private sector housing
|
Target
(amber value)
|
Q1
2024/25
|
Q2
2024/25
|
Status against
target
|
Trend since
Q1
|
|
2.1
|
Total fully licensed
Houses in Multiple Occupation (HMOs)
|
Info
|
1,814
|
1,845
|
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%)
|
44.90% (251 of 559)
|
45.47%
(271 of
596)
|
|
|
|
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 recently 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
|
114
|
180
|
n/a
|
n/a
|
|
The types of the 180
RFAs received during Q1 included 38 disrepair (21%) and 23 dampness
(13%).
|
|
2.4
|
Property inspections
completed
|
Info
|
233
|
145
|
n/a
|
n/a
|
|
2.5
|
… of which
RFA inspections
|
Info
|
51
|
38
|
n/a
|
n/a
|
|
2.6
|
… of which
HMO licence inspections
|
Info
|
182
|
107
|
n/a
|
n/a
|
|
2.7
|
RFA cases
closed
|
Info
|
86
|
111
|
n/a
|
n/a
|
|
2.8
|
Properties with Category 1 and 2 hazards
resolved through informal action (closed RFAs)
|
Info
|
94%
(15 of
16)
|
100%
(26 of
26)
|
n/a
|
n/a
|
|
2.9
|
Properties with Category 1 and 2 hazards
resolved through formal action (closed RFAs)
|
Info
|
6%
(1 of
16)
|
0%
(0 of
26)
|
n/a
|
n/a
|
|
2.10
|
Private sector
vacant dwellings (for more than one year) returned into
occupation
|
9
|
20
|
18
|
|
|
|
|
|
|
|
|
|
|
|
|
Housing adaptations
|
Target
(amber value)
|
Q1
2024/25
|
Q2
2024/25
|
Status against target
|
Trend since Q1
|
|
3.1
|
Private sector housing – average weeks taken to
approve Disabled Facilities Grant applications
|
10
(26)
|
30.2
|
14.8
|
|
|
|
3.2
|
Private sector housing – average weeks taken
for contractor to complete major adaptations
|
Info
|
25.6
|
29.6
|
n/a
|
n/a
|
|
3.3
|
Council housing – average weeks taken to
approve applications for major adaptations
|
10
(26)
|
11.8
|
14.2
|
|
|
|
3.4
|
Council housing – average weeks taken for
contractor to complete major adaptations
|
Info
|
15.3
|
12.4
|
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.
|
|
|
|
|
|
|
|
|
|
|
Housing options and homelessness
|
Target
(amber value)
|
Q1
2024/25
|
Q2
2024/25
|
Status against
target
|
Trend since
Q1
|
|
4.1
|
Corporate KPI: Homelessness cases presenting during the prevention
duty stage
|
50%
(40%)
|
35.4%
(162 of
457)
|
21.1%
(87 of
413)
|
|
|
|
An increasing proportion of households tend to
be presenting once already homeless, rather than when at risk of
homelessness, following a national trend. During Q2, officers held
seven workshops with different 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.
Also, during Q2, the service started work to develop its
stakeholder engagement plan, identifying the groups of people most
at risk of homelessness and the agencies they are most likely to
engage with, with a view to encourage partners to refer to the
service as early as possible. Furthermore, the proposed changes to
the council’s Housing Allocations Policy are due to be
presented to Cabinet in October 2024: 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%)
|
62.4%
(93 of
149)
|
64.5%
(80 of
124)
|
|
|
|
4.3
|
New households with
a full housing duty accepted
|
Info
|
182
|
142
|
n/a
|
n/a
|
|
4.4
|
Number of households
on the housing register
|
Info
|
7,476
|
7,516
|
n/a
|
n/a
|
|
|
|
|
|
|
|
|
|
Temporary accommodation (including emergency
accommodation)
|
Target
(amber value)
|
Q1
2024/25
|
Q2
2024/25
|
Status against
target
|
Trend since
Q1
|
|
5.1
|
Corporate
KPI: Total households in
temporary accommodation
|
1,770
(1,870)
|
1,788
|
1,838
|
|
|
|
5.2
|
Rent collected for
emergency accommodation (year to
date including changes in arrears)
|
95%
(90%)
|
93.84%
(£547k of
£583k)
|
91.88%
(£2.13m of
£2.32m)
|
|
|
|
5.3
|
Rent collected for
leased properties (year to date
including changes in arrears)
|
95%
(90%)
|
107.16%
(£1.49m
£1.39m)
|
101.98%
(£2.93m of
£2.87m)
|
|
|
|
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%)
|
74.23%
(£1.34m of
£1.80m)
|
79.60%
(£2.81m of
£3.53m)
|
|
|
|
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
|
68
|
89
|
n/a
|
n/a
|
|
There were 115 void
emergency and temporary accommodation dwellings at the end of
September 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%)
|
99.4%
(491 of
494)
|
100%
(499 of
494)
|
|
|
|
|
|
|
|
|
|
|
|
6.1 New
supply of additional council homes
A total of 726 homes
were completed between April 2019 and March 2024 with a further 90
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: 90 homes (projection) –
buy backs (61 Home Purchase and 4 LAHF), Frederick Street (4) and
St Aubyn’s (21). This projection is currently above the
target of 78 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: 306 homes (projection) –
Davigdor Road (5), Home X – Preston Barracks (16), Coombe
Farm phase one (16), Coombe Farm phase two (13), St Aubyn’s
– Rottingdean (16), Lyon Quarter (154), One Preston Park (30)
and Hove Central (56)
|
|
Council housing management
|
Target
(amber value)
|
Q1
2024/25
|
Q2
2024/25
|
Status against
target
|
Trend since
Q1
|
|
|
7.1
|
Corporate
KPI: Rent collected from
current council tenants
|
95.36%
(94.90%)
|
92.34%
(£66.4m of
£71.9m)
|
92.90%
(£67.2m of
£72.3m)
|
|
|
|
|
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 and Q2
collection rates are forecasts for the 2024/25 financial
year. Universal Credit managed migration has resumed and
expanded 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: 283 tenants moved to UC during Q2, up from 64 during Q1.
This is in addition to wider cost of living pressures and changes
affecting tenants' ability to pay rent, including upcoming changes
to eligibility for benefits such as Winter Fuel Payments. The
Income Management service is placing greater emphasis on early
intervention and prevention. Procedures have been updated to expand
on early contact and all new tenants are being contacted by an
income specialist, as are those who have recently been migrated
over from HB to UC. The service is also working with the Welfare,
Revenue and Benefits Service (WRBS) and the Seniors Housing Service
to increase the uptake of Pension Credit as this will allow
residents to be automatically eligible for Winter Fuel Payments. 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 to support staff to focus more of their
time on critical casework.
|
|
7.2
|
Evictions due to
rent arrears
|
Info
|
1
|
1
|
n/a
|
n/a
|
|
|
7.3
|
Evictions
due to anti-social behaviour
(ASB)
|
Info
|
0
|
3
|
n/a
|
n/a
|
|
|
7.4
|
ASB cases
opened
|
Info
|
184
|
206
|
n/a
|
n/a
|
|
|
7.5
|
ASB cases
closed
|
Info
|
147
|
186
|
n/a
|
n/a
|
|
|
7.6
|
Average days to
close ASB cases
|
Info
|
132
|
130
|
n/a
|
n/a
|
|
|
7.7
|
Active ASB cases at
quarter end
|
Info
|
296
|
317
|
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%)
|
89%
(5,929 of
6,654)
|
87%
(5,760 of
6,616)
|
|
|
|
|
7.9
|
Emails received by
Housing Customer Services
|
Info
|
6,400
|
6,341
|
n/a
|
n/a
|
|
|
7.10
|
Number of council
homes let
|
Info
|
126
|
147
|
n/a
|
n/a
|
|
|
7.11
|
… of which
new council homes let for the first time
|
Info
|
16
|
13
|
n/a
|
n/a
|
|
|
7.12
|
… of which
re-lets of previously occupied council homes
|
Info
|
110
|
134
|
n/a
|
n/a
|
|
|
7.13
|
Average ‘key
to key’ re-let time in calendar days including time spent in
major works
|
Info
|
87
|
94
|
n/a
|
n/a
|
|
|
7.14
|
Average re-let time
in calendar days excluding time spent in major works
|
42
(49)
|
39
|
39
|
|
|
|
|
7.15
|
Void council homes
(includes new homes)
|
Info
|
149
|
116
|
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)
|
Q1
2024/25
|
Q2
2024/25
|
Status against
target
|
Trend since
Q1
|
|
8.1
|
Emergency repairs
completed within 24 hours
|
99%
(97%)
|
96.9%
(2,842 of
2,934)
|
92.1%
(2,807 of
3,049)
|
|
|
|
8.2
|
Corporate
KPI: Routine repairs completed
within 28 calendar days
|
70%
(58%)
|
45.9%
(2,598 of
5,657)
|
50.4%
(2,701 of
5,355)
|
|
|
|
8.3
|
Average days to
complete routine repairs
|
15
(17.5)
|
86
|
87
|
|
|
|
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 48.12% (5,299 of 11,012) during 2024/25 to date.
This is impacted by the number of very old non-urgent jobs among
those completed (3,417 were originally issued before 1st April
2024). Of the 7,595 newer jobs issued on or after 1st April 2024,
66.99% (5,088 of 7,595) were completed within 28 days, which is
closer to the 70% target. The Repairs & Maintenance service is
continuing to see a high volume of repair requests in addition to
the number of older backlogged jobs and has appointed two
specialist contractors to help us reduce the backlog and after a
period of mobilisation they are now beginning to impact the backlog
figures.
|
|
8.4
|
Calls answered by
Repairs Helpdesk
|
85%
(80%)
|
95%
(15,070 of
15,880)
|
96%
(16,329 of
17,062)
|
|
|
|
@gra8.5
|
Emails received by
Repairs Helpdesk
|
Info
|
5,070
|
5,841
|
n/a
|
n/a
|
|
8.6
|
Online forms
received by Repairs Helpdesk
|
Info
|
390
|
489
|
n/a
|
n/a
|
|
8.7
|
Surveyed tenants
satisfied with repairs: standard of work
|
96%
(92%)
|
99%
(1,806 of
1,829)
|
99%
(3,394 of
3,439)
|
|
|
|
8.8
|
Surveyed tenants
satisfied with repairs: overall customer service
|
96%
(92%)
|
99%
(1,802 of
1,829)
|
99%
(3,398 of
3,439)
|
|
|
|
8.9
|
Corporate
KPI: Council dwellings meeting
Decent Homes Standard
|
100%
(96.3%)
|
97.9%
(11,876 of
12,129)
|
97.9%
(11,880 of
12,131)
|
|
|
|
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%
(11,374 of 11,375)
|
100%
(11,274 of
11,274)
|
|
|
|
The indicator above
includes council dwellings served by a communal gas boiler (1,252)
as well as those with their own gas supply (10,026).
|
|
8.12
|
Lifts restored to
service within 24 hours
|
95%
(90%)
|
91%
(145 of
159)
|
92%
(134 of
146)
|
|
|
|
|
|
|
|
|
|
|
|
|
Leaseholder disputes
|
Q1 2024/25
|
Q2 2024/25
|
|
9.1
|
Stage one disputes
opened
|
6
|
13
|
|
9.2
|
Stage one disputes
closed
|
7
|
3
|
|
9.3
|
Active stage one
disputes (end quarter)
|
26
|
36
|
|
9.4
|
Stage two disputes
opened
|
3
|
3
|
|
9.5
|
Stage two disputes
closed
|
8
|
3
|
|
9.6
|
Active stage two
disputes (end quarter)
|
2
|
2
|
|
9.7
|
Stage three disputes
opened
|
3
|
3
|
|
9.8
|
Stage three disputes
closed
|
2
|
2
|
|
9.9
|
Active stage three
disputes (end quarter)
|
4
|
5
|
|
|
|
|
|
|
