Our performance: council housing

You can view our performance figures for 2022-2023 in the visual infographic below. A text based version of this data is available underneath the graphic. 

Property

• 1783 properties in our housing stock
• 10 Right to Buy properties sold
• 0 Evictions carried out 

Tenancy and income

• 160 properties let
• 94% of rent collected
• 27% of our tenants pay by direct debit 
• 11.9% of our rented home are currently in arrears 

Repairs 

• 97% of tenants were satisfied with their repairs 
• 90% of repairs were completed in first attendance 
• 95% of repairs were completed by following appointment 
• 100% emergency repairs were completed on time 
• 95% of general repairs were completed on time 
• 157 days is the average re-let time 

Customer services 

• 12008 customer service calls received 
• 79 service enquires and/or complaints received 
• 18 compliments received 
• 71 complaints received by stage 1 
• 2 complaints escalated to Ombudsman 

Safety in our Properties

• 99% of our stock have a valid gas safety check 
• 97% of our housing stock have a current EICR certificate 
• 100% of our flats have a current fire safety risk assessment 
• 100% of our flats have a current water hygiene certificate  

New installations and replacements 

• 81 boilers were replaced
• 22 central heating systems were installed 
• 13 storage heaters were replaced 
• 2 roofs were replaced
• 14 doors were replaced 
• 429 windows were replaced 
• 34 kitchens were replaced 
• 3 bathrooms were replaced 

We are pleased to confirm that following the recent annual internal audit check of landlord health and safety compliance, a substantial assurance rating was provide for control and compliance. An update was provided to the Audit and Standards Committee in January 2025. The executive summary and assurance opinion are shown below:

As a landlord, the Council has a number of crucial responsibilities to ensure the safety of its housing properties. The Social Housing Regulations further formalised and require regular reporting on a number of these compliance regimes, including annual gas safety certificates for all properties with gas supply and fire risk assessments, water safety risk assessments, asbestos surveys and passenger lift servicing for blocks/communal areas, as applicable. The Council must also ensure the timely completion of remedial actions arising from such assessments, to ensure the properties remain safe for tenants. The Council’s performance in relation to all compliance regimes is reported on a monthly basis, including against both mandatory requirements and those set within the Council’s own policies and procedures. The reporting for September and October 2024 was reviewed by Internal Audit to provide assurance over monitoring arrangements.

Sample testing was then conducted on randomly selected properties to confirm that the reported compliance could be verified through audit trails and evidence. In all cases tested, both for individual properties and sheltered/extra care schemes, 100% compliance was evidenced in all areas tested against mandatory requirements.

The key findings of the 24/25 internal audit check can be summarised as follows:

• 100% of properties selected with gas supply had a valid gas safety certificate, by a registered Gas Safe engineer, and a record of a carbon monoxide detector
• 100% of tenanted properties selected had records of smoke detection devices (compliant for number of floors)
• 100% of properties selected had an Electrical Installation Condition Report (EICR) dated within the last five years
• 100% of communal areas selected had an asbestos management survey
• 94% of properties selected had an asbestos management survey, with the only exception relating to a property where records confirmed access had been attempted and remained open
• 100% of blocks tested had a fire risk assessment, subject to annual review and tracking of remedial actions
• 100% of passenger lifts had evidence of bi-monthly servicing; and
• 100% of blocks tested had evidence of servicing for fire detection devices and emergency lighting.

Internal audit assurance opinion

Property

• 1787 properties in our housing stock
• 0 Right to Buy properties sold
• 2 Evictions carried out 
• 100% of our new tenants were satisfied with their new home
• 5.9% of our stock does not meet Decent Homes Standard

Tenancy and income

• 52 properties let
• 27% of our tenants pay by direct debit 
• 6% of our rented home are currently in arrears 

Repairs 

• 97% of repairs were completed in first attendance 
• 95% of repairs were completed by following appointment 
• 100% emergency repairs were completed on time 
• 97% of general repairs were completed on time 
• 124 days is the average re-let time 

Customer services 

• 2322 customer service contact received 
• 8 compliments received
• 68% of complaints were resolved within timescale
• 29 complaints were received
• 34 complaints were resolved (this includes complaints from previous months)
• 0 complaints escalated to Ombudsman 

Safety in our Properties

• 99.9% of our stock have a valid gas safety check 
• 99.3% of our housing stock have a current EICR certificate 
• 100% of our flats have a current fire safety risk assessment 
• 100% of our flats have a current water hygiene certificate  

Anti-social behaviour (ASB)

• 25 ASB cases were opened
• 4 cases were transferred to the Community Safety Team to look into.
• 22 cases were resolved