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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
Red octagon
Quarter 3 Status and narrativeKPI ref and description | Target | Tolerance Quarter 3 Result
TrianglePMF-01: Current rent collected as a % of rent owed (excl void rent loss) |100% | 2.00%Performance at 99.75% is £44,822 short of 100% target and is a higher collection rate compared to the previous 3 years, at the end of December.
TickPMF-02: Rent arrears of current & former tenants as % of annual rent owed (excl void loss) | 7.50% | 1.00%6.48%
TickPMF-03: Rent loss due to empty properties (voids) as a percentage of the gross rent (includes void rent loss) | 0.60% | 0.20%0.60%
Grey squarePMF-04: Number of unique service users involved in formal / informal consultation groups (inc digital) as a % of the total stock | 2.50% | 0.25%1.58% Measured Annually. Projected to be on target at year end.
TrianglePMF-05: Percentage of pre termination visits completed where notice has been given | 100% | 3 tenancies with no visit97.67% 1 visit missed in August due to an administrative error.
Red octagonPMF-06: Re-let time (calendar days) all voids | 24 | 530.90 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 this year.
TickPMF-07: Percentage of emergency repairs attended and made safe or completed within 24 hours | 100.% | 12 repairs100%
TickPMF-08a: Average time to complete Routine Repairs (working days) | 20 | 1 15.83
TickPMF-08b: Average time to complete Urgent Repairs (working days) | 7 | 1 5.24
TickPMF-09: Percentage properties with a valid gas safety certificate (ForHousing Managed) | 100% | No tolerance100%
TrianglePMF-10: Percentage of all appointed jobs where appointment was kept | 98.75% | 1.00%98.56% 23 more appointments needed to be kept to be on target. This measure is being closely monitored.
TrianglePMF-11: Percentage of properties achieving the decent homes standard | 100% | 1.24%98.76% There were 66 properties classed as non-Decent at the end December which are all on this years planned capital investment programs
White squarePercentage of tenants satisfied with the landlords services overall | Baseline Year 1 | TBC68.58% Data Only Year 1 (NEW: Perception survey)
Grey squarePMF-13 Percentage of tenants satisfied with repairs & maintenance services | Baseline Year 1 | TBC70.63% Data Only Year 1 (NEW: Perception survey)
TickPMF-14 Percentage of tenants satisfied with Capital Investment Programme | 98.00% | 1.00%99.03%

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:

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Effective handling of complaints
  4. Respectful and helpful engagement
  5. 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 will be available for you to view from July 2024.