Housing performance report

Quarter 2 2025/26

This report provides updates on performance indicators covering a wide range of housing services provided by Brighton & Hove City Council. The report covers Quarter 2 (Q2) of the 2025/26 financial year and uses red, amber and green ratings, as well as trend arrows. Commentary has been included for all indicators that are red as well as any marked ‘Corporate KPI.’

The ratings and trends for the quarter are as follows:

	Green – on target (9 indicators)		Improved since last time (11 indicators)
	Amber – near target (7 indicators)		Same as last time (6 indicators)
	Red – off target (5 indicators)		Poorer than last time (4 indicators)

Contents – performance areas	Page
Customer Feedback
Compliments received	7
Stage one complaints	7
Stage two complaints	7
Private Sector Housing
Private sector homes improved	8
Houses in Multiple Occupation (HMOs)	8
Property inspections completed	8
Requests for assistance (RFAs)	8
Private sector vacant dwellings returned to use	8
Housing options and homelessness
Homelessness preventions	9
Homelessness acceptances	9
Social housing waiting list	9
Rough sleepers	9
Temporary accommodation
Households	10
Rent collected	10
Voids (empty dwellings)	10
Gas safety compliance (Seaside Homes)	10
Housing supply
Additional council homes	11
Right to Buy sales	12
Other additional affordable homes	13
Council housing management
Rent collected	14
Universal Credit	14
Tenants evicted	14
Anti-social behaviour (ASB)	14
Calls and emails (Housing Customer Services)	14
Re-let times	15
Voids (empty dwellings)	15
Council housing maintenance
Repairs completed in time	16
Calls, emails and online forms (Repairs Helpdesk)	16
Satisfaction with completed repairs	16
Decent Homes Standard	17
Energy efficiency rating of council homes	17
Gas safety compliance (council homes)	17
Lift breakdowns	17
Council housing adaptations: time to approve applications	17
Council housing adaptations: time to complete works	17
Leaseholder disputes	18

		Customer feedback (all indicators in this table are for the financial year to date)	Target (amber value)	Q1 2025/26	Q2 2025/26		Status against target	Trend since last quarter
1.1	Compliments received from customers		Info	16		63	-	-
1.2	Stage one complaints responded to within 10 working days		80% (70%)	70% (155 of 220)		75% (284 of 380)	Rated amber	Improved
1.3	Stage one complaints upheld		Info	50% (109 of 220)		50% (191 of 380)	-	-
1.4	Stage two complaints responded to within 20 working days		Info	70% (19 of 27)		78% (59 of 76)	-	-
1.5	Stage two complaints upheld		18% (20%)	49% (20 of 41)		50% (38 of 76)	Rated red	poorer
During 2025/26 to date, 38 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 the relevant housing service. These complaints were most commonly about unhappiness with the outcome of a service request (28%), delays completing repairs (25%) and unhappiness with service delivery (19%).

		Private sector housing	Target (amber value)	Q1 2025/26	Q2 2025/26	Status against target	Trend since last quarter
2.1	Corporate KPI: Private sector homes improved by council intervention		Info	34	36	-	-
Corporate update for 2025/26 to date (Q1 and Q2 combined): The number of private sector homes that have been improved due to council intervention was 70 between 1st April 2025 and 30th September 2025. This is a new indicator for 2025/26 and is currently being monitored (without a target) to establish a baseline ahead of setting a target for the next financial year. Public comparator data for other Local Authorities is not available. During the next quarter we will continue to monitor the completion of works to ensure cases can be closed and interventions recorded. We will continue to prioritise Minimum Energy Efficiency Standards (MEES) cases which are falling short of the required energy efficiency standards to bring about improvements in these homes. Further information: The result of 70 homes improved so far during the first half of 2025/26 breaks down as: · 37 closed requests for assistance with Category 1 or 2 Hazards in property · 9 where the Energy Performance Certificate (EPC) rating was improved to meet at least an E rating in line with MEES legislation · 24 Houses in Multiple Occupation (HMOs) where the special licence conditions were met.
2.2	Total fully licensed Houses in Multiple Occupation (HMOs)		Info	2,079	2,244	-	-
2.3	Requests for assistance received (RFAs)		Info	127	88	-	-
The top categories for requests for assistance received during Q2 2025/26 were disrepair to customer’s property (25%), dampness (19%) and requests for information (10%).
2.4	Property inspections completed		Info	172	212	-	-
2.5	… of which RFA visits		Info	32	26	-	-
2.6	… of which HMO licence visits		Info	140	186	-	-
2.7	RFA cases closed		Info	39	76	-	-
2.8	Properties with Category 1 and 2 hazards resolved through informal actions		Info	67% (6 of 9)	93% (26 of 28)	-	-
2.9	Properties with Category 1 and 2 hazards resolved through formal action		Info	33% (3 of 9)	7% (2 of 28)	-	-
2.10	Private sector vacant dwellings (for more than one year) returned into occupation		25 per quarter	94	85	Rated green	poorer

		Housing options and homelessness	Target (amber value)	Q1 2025/26	Q2 2025/26	Status against target	Trend since last quarter
4.1	Corporate KPI: Homelessness cases presenting during the prevention duty stage		45% (37%)	36% (196 of 543)	34% (153 of 452)	Rated red	poorer
Corporate update for 2025/26 to date (Q1 and Q2 combined): The proportion of homelessness cases presenting during the prevention duty stage was 35.08% (349 of 995) between 1st April 2025 and 30th September 2025. This is below target and slightly underperforms other Local Authorities within the South East of England (benchmark of 37.52%). Work has continued to focus on early intervention, strengthen the prevention approach and continuing to build close working relationships with the services most likely used by people experiencing homelessness. Recruitment is underway for the new staff within the Housing Advice and Triage service, to further increase the work of the service to be moved into an early intervention space. It is aimed that this team will be in place by the end of Q3 2025/26. Work in the coming quarter will continue to focus on exploring predictive analytics to improve early intervention, with this pilot now under way, as well as embedding the new staff and looking at how cases are triaged across the service.
4.2	Corporate KPI: Homelessness prevention cases closed with a successful prevention outcome		53% (52%)	57% (90 of 159)	63% (118 of 188)	Rated green	Improved
Corporate update for 2025/26 to date (Q1 and Q2 combined): The proportion of homelessness prevention cases closed with a successful prevention outcome was 59.94% (208 of 347) between 1st April 2025 and 30th June 2025. The council’s work to prevent homelessness continues to exceed target and outperform other Local Authorities within the South East of England (benchmark of 52.19%) The new Homelessness and Rough Sleeping Strategy is now in consultation for partners and residents to comment and provide input. This new strategy has proposed prevention of homelessness and rough sleeping as a key priority and will continue to drive the council’s work to prevent homelessness.
4.3	New households with a full housing duty accepted		Info	114	181	-	-
4.4	Number of households on the housing register		Info	5,757	5,862	-	-

		Temporary accommodation	Target (amber value)	Q1 2025/26	Q2 2025/26	Status against target	Trend since last quarter
5.1	Corporate KPI: Total households in temporary accommodation		Info	2,021	2,125	-	-
Corporate update for 2025/26 to date: As of 30th September 2025, there were 2,125 households in temporary accommodation — an increase of 155 since 31st March 2025. While this is a trend indicator with no formal target, the rise reflects both local pressures and a broader national challenge. Across England, the number of households in temporary accommodation reached a record high of 131,140 at the end of March 2025 — a 12% increase compared to a year before. In this context, the city’s figures represent approximately 1.6% of the national total, despite having a smaller population share. This suggests a disproportionately high demand for temporary accommodation locally, underscoring the acute housing pressures facing the area. The council continues to prioritise early intervention and prevention, as evidenced by strong performance under the prevention duty. However, the sustained increase in temporary accommodation use highlights the need for continued investment in long-term housing solutions. This work remains central to the council’s commitment to building a fair and inclusive city, with homes for everyone, and aligns with national efforts to reduce homelessness through expanded access to affordable housing and strengthened prevention strategies.
5.2	Rent collected for temporary accommodation (year to date including changes in arrears)		95% (90%)	96.5% (£4.2m of £4.4m)	97.1% (£8.6m of £8.9m)	Rated green	Improved
The indicator above merges three previously reported indicators to simplify these reports and to provide an overall picture of rent collection across temporary accommodation rather than different types of it.
5.3	Void temporary accommodation dwellings		Info	87	105	-	-
There were 105 void temporary accommodation dwellings at the end of September 2025, excluding 24 that were with the Empty Homes Team for works.
5.4	Seaside Homes properties with a valid Landlord’s Gas Safety Record		100% (99%)	99.8% (493 of 494)	99.8% (493 of 494)	Rated amber	Improved

		Council housing management	Target (amber value)	Q1 2025/26	Q2 2025/26	Status against target	Trend since last quarter
7.1	Corporate KPI: Rent collected from current council tenants		95.92% (94.19%)	92.39% (£70.4m of £76.2m)	92.75% (£70.7m of £76.2m)	Rated red	Improved
The Q1 and Q2 results for this indicator are forecasts for the 2025/26 financial year. Corporate update for 2025/26 to date: As of 30th September 2025, the proportion of rent collected from current tenants of council owned homes is forecasted at 92.75% (£70,714,266 of £76,239,153) for the 2025/26 financial year. This collection rate currently underperforms the target of 95.92%, which has been set to match the benchmark from Housemark for Local Authority social landlords with 10,000 or more homes. The managed migration to Universal Credit (UC) has accelerated significantly, with around 900 tenants known to have moved from Housing Benefit (HB) to UC during 2024/25. This trend has continued into the current financial year, with approximately 921 tenants migrating in the first and second quarters alone. This increase is part of the Department for Work and Pensions’ broader plan to transition all working-age legacy benefit claimants to UC by March 2026. This shift has had a notable impact on rent arrears. The transition from HB to UC often results in a build-up of rent arrears. The latest group of tenants includes many who receive Employment Support Allowance (ESA), so include individuals with higher levels of vulnerability, requiring more intensive support to navigate the complexities of the UC system. In response, the Income Management team has strengthened its focus on early intervention and prevention. Additionally, income officers are now making early contact with all new tenants and those who have recently migrated to UC, helping to establish payment plans from the outset. A Senior Income Advisor has also been in post since June 2025 to help resolve the most complex UC migration cases. The team has also increased direct payments from UC. During 2025/26 to date, this has averaged £1.75 million per calendar month across 3,600 revenue accounts. This represents a significant shift in how rent is collected and has helped to mitigate the risk of arrears by ensuring more consistent income flows.
7.2	Evictions due to rent arrears		Info	0	0	-	-
7.3	Evictions due to anti-social behaviour (ASB)		Info	0	1	-	-
7.4	ASB cases opened		Info	223	207	-	-
There were also 374 live ASB cases on 30th September 2025, including those opened before Q2.
7.5	ASB cases closed		Info	124	198	-	-
7.6	Average days to close ASB cases		Info	129	182	-	-
The Housing service wishes for residents to report ASB, so the number of cases can be driven by both reporting and incidents, and the service welcomes the former.
7.7	Calls answered by Housing Customer Services		85% (80%)	89% (4,808 of 5,392)	88% (5,156 of 5,878)	Rated green	poorer
7.8	Emails received by Housing Customer Services		Info	6,283	6,649	-	-
7.9	Number of council homes let		Info	115	126	-	-
7.10	… of which first lets of new council homes		Info	15	27	-	-
7.11	… of which re-lets of previously let homes		Info	100	99	-	-
7.12	Average ‘key to key’ re-let time in calendar days including time spent in major works		Info	76	72	-	-
7.13	Average re-let time in calendar days excluding time spent in major works		42 (49)	36	42	Rated green	poorer
7.14	Void council dwellings (includes new properties)		Info	126	129	-	-
The indicator above provides a snapshot of void council owned dwellings on the last day of the period, whether or not they were available to let. There were 129 void council housing dwellings on 30^th September 2025, including 67 that were with the Empty Homes Team for works (52% of total voids at the time).

		Council housing maintenance	Target (amber value)	Q1 2025/26	Q2 2025/26	Status against target	Trend since last quarter
8.1	Corporate KPI: Emergency repairs completed within 24 hours		99% (97%)	99.5% (2,784 of 2,797)	99.5% (2,861 of 2,874)	Rated green	Same
Corporate update for 2025/26 to date (Q1 and Q2 combined): The proportion of emergency repairs completed within 24 hours was 99.54% (5,645 of 5,671) for repairs completed between 1st April 2025 and 30th September 2025. This is above the target and outperforms most other Local Authority social landlords with 10,000 or more homes (benchmark of 93.7%).
8.2	Corporate KPI: Routine repairs completed within 28 calendar days		70% (58%)	56% (4,233 of 7,546)	61% (4,676 of 7,668)	Rated amber	Improved
Corporate update for 2025/26 to date (Q1 and Q2 combined): The proportion of routine repairs completed within 28 calendar days was 58.56% (8,909 of 15,214) for repairs completed between 1st April 2025 and 30th September 2025. This is below the target and underperforms most other Local Authority social landlords with 10,000 or more homes (benchmark of 78.8%). The proportion of routine council housing repairs completed within 28 calendar days is impacted by the number of old routine jobs among those completed, with 3,683 originally issued before 2025/26. Of the 11,531 jobs issued during 2025/26 to date, 73.98% (8,531 of 11,531) were completed within 28 days, which is above the 70% target. Although the Repairs and Maintenance service has experienced a higher volume of repair requests compared to when it was first introduced in April 2020, it has recently managed to decrease the backlog of routine jobs, as measured by a snapshot of the number of jobs that had been open for more than 28 days on a given date, from 4,134 on 31 March 2025 to 2,496 on 30 September 2025.
8.3	Average days to complete routine repairs		15 (17.5)	50	47	Rated red	Improved
The average time taken to complete routine repairs is also impacted by the old routine jobs among those completed. Please see the update above for more information about recent progress.
8.4	Calls answered by Repairs Helpdesk		85% (80%)	90% (15,568 of 17,387)	94% (15,325 of 16,349)	Rated green	Poorer
8.5	Emails received by Repairs Helpdesk		Info	4,825	5,761	-	-
8.6	Online forms received by Repairs Helpdesk		Info	705	884	-	-
8.7	Surveyed tenants satisfied with completed repairs: standard of work		96% (92%)	98% (1,333 of 1,367)	98% (2,213 of 2,253)	Rated green	Same
8.8	Surveyed tenants satisfied with completed repairs: overall customer service		96% (92%)	99% (1,349 of 1,367)	99% (2,225 of 2,253)	Rated green	Same
8.9	Corporate KPI: Council dwellings meeting Decent Homes Standard		100% (96.3%)	96.9% (11,830 of 12,204)	97.2% (11,873 of 12,212)	Rated amber	Improved
Corporate update for 2025/26 to date: The proportion of council owned homes that meet the government’s Decent Homes standard was 97.22% (11,873 of 12,212) on 30th September 2025. This is below the target of 100% but outperforms most other Local Authority social landlords with 10,000 or more homes (benchmark of 94.8%). Our reporting is more consistent as a result of council employed stock condition surveyors who are undertaking surveys to areas not previously visited for some years. Several teams within Housing are collaborating to enhance the stock condition data and further staff training on recording it has been undertaken. Housing IT systems are now embedded and managed to ensure data is kept up to date which has improved reporting.
8.10	Corporate KPI: Council homes that have an EPC rating of A to C		91.2% (90.8%)	89.2%	89.2%	Rated red	Same
Corporate update for 2025/26 to date: · Warm Homes: Social Housing Fund – Grant Funding Agreement signed and all conditions met, contract with delivery partner signed and mobilised, engagement with first tranche of households began September 2025. Initial surveys to be arranged October 2025. · Solar PV programme – installs continued at planned rate 6 to 8 per week · Whole house retrofit pilot – 13 houses surveyed and 2 properties retrofitted as part of pilot to establish model for future embedded programme linked to heating and hot water planned programme (previous gas boiler programme) · Engagement sessions taking place with seniors housing schemes as first step on developing decarbonisation plans for each scheme
8.11	Council dwellings with a valid Landlord's Gas Safety Record		100% (99%)	100% (10,032 of 10,032)	99.99% (10,031 of 10,032)	Rated amber	poorer
8.12	Lifts restored to service within 24 hours		95% (90%)	90% (159 of 177)	90% (154 of 171)	Rated amber	Same
8.13	Average weeks taken to approve applications for disability adaptations to council homes		10 (26)	15	13	Rated amber	Improved
8.14	Average weeks taken for contractor to complete disability adaptations to council homes		Info	20	16	-	-

		Leaseholder disputes	Q1 2025/26	Q2 2025/26
9.1	Stage one disputes opened		21	24
9.2	Stage one disputes closed		31	29
9.3	Active stage one disputes (end quarter)		17	12
9.4	Stage two disputes opened		10	13
9.5	Stage two disputes closed		10	10
9.6	Active stage two disputes (end quarter)		6	9
9.7	Stage three disputes opened		6	3
9.8	Stage three disputes closed		7	3
9.9	Active stage three disputes (end quarter)		6	6


75% Complaint responses within 10 working days	92.8% Rent collection rate	88% Customer services calls answered

42 days Empty home re-let time	99.5% Emergency repairs within 24 hours	61% Routine repairs within 28 days

94% Repairs helpdesk calls answered	97.2% Dwellings meeting Decent Homes standard	99.9% Gas safety compliance