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 |
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| Out of target but within tolerance |
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| Out of target and tolerance |
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| 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% | 102.44% Rent collection remains above the last 2 years outturns (June 24 - 101.15% and June 2023 – 100.64%). During the first quarter of each year, we ensure that customers are paying the correct amount following; the rent change, benefit increments and cost of living increases on wages. Ensuring that all customers in arrears and credit are paying the correct amount. This work was completed in June. |
| PMF-02: Rent arrears of current & former tenants as % of annual rent owed (excl void loss) | 7.50% | 1.00% | 4.74% Commentary on PMF-01 also applies. |
 | 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% | 2.13% Annual incremental target - During quarter 1, a total of 112 unique tenants have participated in engagement activities, which included a Building Safety Forum for residents residing in Joseph Groome Towers, inviting all along to discuss health and safety matters and consultation with tenants and leaseholders on key policies, including Unacceptable Behaviour, Damp and Mould, and Planned Maintenance. Engagement highlights include: - via closed Facebook page, we shared the policies and invited feedback through short surveys. - tenants/leaseholders were asked to be involved through the Cheshire West and Cheshire housing options consultation, having expressed an interest in participating in engagement activities. -Targeted engagement with tenants who have direct lived experience of damp and mould, ensuring their voices were captured as part of the policy development. |
| PMF-06: Re-let time (calendar days) all voids | 30 calendar days | 10 calendar days | 53.35 Calendar days - A high number of major voids requiring kitchen and/or bathrooms along with extensive plastering works were ‘in progress' at the start of the performance year. These were all relet in April, which has resulted in a higher average relet time than normal at the start of the year that, and by the law of averages, this will continue to affect the average ‘year to date’ relet time for several months. The year to date average relet time improved in June by a reduction of nearly 4 days, compared to Apr-May of 57.13 days. |
| 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 working days | 1 working day | 14.85 Working days |
| PMF-08b: Average time to complete Urgent Repairs (working days) | 7 working days| 1 working day | 5.29 Working days |
| PMF-09: Percentage properties with a valid gas safety certificate (ForHousing Managed) | 100% | No tolerance | 100% We continue to be 100% compliant with gas safety. |
| PMF-10: Percentage of all appointed jobs where appointment was kept | 98.75% | 1.00% | 98.10% 3,175 repair appointments have been made in quarter 1. Had 21 more appointments been kept, this target would have been achieved. |
 | PMF-11: Percentage of properties achieving the decent homes standard | Under review - Measure under review as part of the 2025/26 target review process due to the stock condition surveys. |
| Percentage of tenants satisfied with the landlords services overall | 75.00% | 5.00% | 67.65% |
| PMF-13 Percentage of tenants satisfied with repairs & maintenance services | 75.00% | 5.00% | 65.17% |
| PMF-14 Percentage of tenants satisfied with Capital Investment Programme | 98.00% | 1.00% | 91.80% 56 out of the 61 tenants surveyed in quarter one were satisfied with the works. The source of dissatisfaction in the quarter was around communication, and performance of the contractors undertaking the works, which has resulted in one contractor no longer being used. All of the concerns raised had been resolved at the time of the survey, however the tenants remained dissatisfied with the experience. |
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.
