Council housing
Performance - How we are doing
We measure our performance through performance indicators which are agreed between the Council and ForHousing. There are also performance indicators which we have to provide to the Government and these are called Tenant Satisfaction Measures or TSM’s. The Regulator of Social Housing has created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this will involve a set of Tenant Satisfaction Measures that social housing landlords must report on. Tenants will be able to use these measures to understand how well their landlord is doing.
The Together with Tenants Charter has been developed alongside tenants as a way of making clear what matters to you, and our commitment to providing the best possible services. In the Charter there are five pledges and we agreed how we will measure success in each area using Tenant Satisfaction Measures and Key Performance Indicators.
Key Performance Indicators
To help monitor how we are doing, we have developed Key Performance Indicators that measure tenant satisfaction and our delivery of housing management services.
You can see how we are performing against our Key Performance Indicators in the table below.
| On target |
|---|
 |
| Out of target but within tolerance |
|---|
 |
| Out of target and tolerance |
|---|
 |
| Quarter 1 Status and narrative | KPI ref and description | Target | Tolerance | Quarter 1 Result |
|---|---|---|
| PMF-01: Current rent collected as a % of rent owed (excl void rent loss) |100% | 2.00% | 101.14% |
| PMF-02: Rent arrears of current & former tenants as % of annual rent owed (excl void loss) | 7.50% | 1.00% | 5.56% |
 | PMF-04: Number of unique service users involved in formal / informal consultation groups (inc digital) as a % of the total stock | 3.00% | 0.25% | 1.58% Annual incremental target. |
| PMF-06: Re-let time (calendar days) all voids | 30 | 10 | 40.13 More void properties have required major works this year compared to previous years which take longer to complete the works. This has negatively affected the ‘average’ relet time so far this year, an improvement plan is being developed. |
| PMF-07: Percentage of emergency repairs attended and made safe or completed within 24 hours | 100% | 12 repairs | 100% |
| PMF-08a: Average time to complete Routine Repairs (working days) | 20 | 1 | 18.80 |
| PMF-08b: Average time to complete Urgent Repairs (working days) | 7 | 1 | 5.33 |
| PMF-09: Percentage properties with a valid gas safety certificate (ForHousing Managed) | 100% | No tolerance | 100% |
| PMF-10: Percentage of all appointed jobs where appointment was kept | 98.75% | 1.00% | 98.95% |
| PMF-11: Percentage of properties achieving the decent homes standard | 100% | 6.89% | 93.11% We are on target to achieve 100% by yearend. |
| Percentage of tenants satisfied with the landlords services overall | 75.00% | 5.00% | 64.71% 88 out of the 136 surveyed were satisfied with overall services. To fall within tolerance 8 more positive responses were required. These results are from a perception survey and it will take time before any improvements implemented have a positive impact on tenants perception |
| PMF-13 Percentage of tenants satisfied with repairs & maintenance services | 75.00% | 5.00% | 67.50% 54 out of the 80 who were surveyed who had a repair in the last 12 months were satisfied with the overall repairs service. To fall within tolerance 2 more positive responses were required. |
| PMF-14 Percentage of tenants satisfied with Capital Investment Programme | 98.00% | 1.00% | 98.55% |
Tenant Satisfaction Measures (TSM’s)
In our Together with Tenants Charter we agreed with the tenant group that we will use the Government’s TSM's. These have been introduced by the Housing Regulator to set the standards that all social housing landlords must meet.
The measures will support you to hold us to account across five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management
TSM’s are a new way of finding out if you are happy with the services you are receiving. The first results are perception based and produced by an external provider called Kwest. They have conducted the surveys in-line with the Housing Regulators’ prescribed methodology for the new TSM’s. To understand if there are key themes for dissatisfaction, we are undertaking analysis and we will share the findings soon.
Results from the first TSM's are now available. Please note it is a requirement from DLUHC that the exact figures are identical to the TSM return to the regulator of social housing.
The Regulator of Social Housing requires us to publish the full list of questions that we ask tenants, as well as our approach in their collection, we have detailed these below.
