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 3 Status and narrative | KPI ref and description | Target | Tolerance | Quarter 3 Result |
|---|---|---|
| PMF-01: Current rent collected as a % of rent owed (excl void rent loss) | 100% | 2.00% | 99.83% With the increased need for support, the 53 week calculation until 6 April 2025 and the migration of Universal Credit continuing at speed, staff have been concentrating on providing support to tenants who will struggle through the Christmas period, our internal support, including money and debt advice and wellbeing have continued to provide support as well as utilising the external support available such as the KidsBank, CAB, DHP, HELP and foodbanks |
| PMF-02: Rent arrears of current & former tenants as % of annual rent owed (excl void loss) | 7.50% | 1.00% | 5.92% |
 | 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% | 3.14% Annual incremental target - To date we consultred with 166 unique tenants to capture their views on a range of topics including; proposals for changes to the age criteria in certain types of 55+ properties, capital investment work, the draft tenant engagement document, and more recently Building Safety |
| PMF-06: Re-let time (calendar days) all voids | 30 | 10 | 38.97 |
| 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 | 18.65 |
| PMF-08b: Average time to complete Urgent Repairs (working days) | 7 | 1 | 5.13 |
| 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% | 98.44% |
| PMF-11: Percentage of properties achieving the decent homes standard | 100% | 2.30% | 91.56% Annual Target |
| Percentage of tenants satisfied with the landlords services overall | 75.00% | 5.00% | 65.68% Overall satisfaction has decreased by 0.37% from last quarter (66.05%). To date 266 out of the 405 surveyed were satisfied with overall services. To fall within tolerance 18 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% | 67.07% Satisfaction with the repairs service has decreased by 1.41% from last quarter (68.48%). To date 167 out of the 249 who were surveyed who had a repair in the last 12 months were satisfied with the overall repairs service |
| PMF-14 Percentage of tenants satisfied with Capital Investment Programme | 98.00% | 1.00% | 97.67% 5 out of 215 people surveyed year to date have been dissatisfied with the capital works. There is no identified pattern to the feedback, and every tenant’s individual issue causing their dissatisfaction has been addressed. We have increased our presence during the works to improve the time taken and strengthened our hand over process. |
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.
