Ensuring we deliver what matters to you
How we are performing
We measure our performance through performance indicators. 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 4 Status and narrative | KPI ref and description | Target | Tolerance | Quarter 4 Result |
|---|---|---|
| PMF-01: Current rent collected as a % of rent owed (excl void rent loss) | 100% | 2.00% | 98.22% | We have closed the financial year within tolerance; the overall performance has followed a downward trajectory in line with historic seasonal trends: (March 25 - 100.57%, March 24 - 99.31%, March 23 - 98.57%). This year has presented a number of significant challenges impacting income collection: 1. Secured weekly Housing Benefit income has reduced by £2,018,062 (34.33%) compared to the previous year. This reflects the continued transition away from direct payments, with income now increasingly received through non-secure monthly Universal Credit arrangements, creating greater volatility in cash flow and collection rates. 2. Cost of living pressures, including rising energy, food and household costs, reducing tenants ability to prioritise rent payments. 3. Increasing demand for support services, with more tenants presenting in financial hardship and requiring intensive casework. | Additionally, the early exit from the contract required a significant level of focus from staff, diverting resource and core income recovery activity during key periods. Despite these challenges, the service has maintained a strong focus on tenancy sustainment and partnership working: 1. Only two evictions have occurred during the year, both deemed unavoidable following exhaustive intervention. 2. The team has continued to maximise income through proactive support, securing financial gains for both tenants (£852,013.73) and the organisation (£164,672.55) totalling over £1 million. |
| PMF-02: Rent arrears of current & former tenants as % of annual rent owed (excl void loss) | 7.50% | 1.00% | 6.39% | Commentary on PMF-01 also applies. Write offs for Q3 and Q4 were approved and actioned on the accounts. |
| 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% | During Q4, a total of 14 formal/informal engagement opportunities were provided for tenants and leaseholders with a total of 14 involved and 0 being unique. |
| PMF-06: Re-let time (calendar days) all voids | 30 calendar days | 10 calendar days | 57.22 Calendar days | 36 properties let in the quarter of which 15 were previously on hold. |
| 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 | 13.47 Working days |
| PMF-08b: Average time to complete Urgent Repairs (working days) | 7 working days| 1 working day | 5.26 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% | 98.07% | To achieve the year end target, only 113 more appointments need to be kept out of the total 16,660 made in the whole year. |
 | PMF-11: Percentage of properties achieving the decent homes standard | Under review | Measure under review due to the stock condition survey being undertaken and the outcome of these surveys will inform future planned programmes. |
| Percentage of tenants satisfied with the landlords services overall | 75.00% | 5.00% | 62.78% (334/532) | Following the TSM Apr-Dec presentation at the last meeting, the whole year will be analysed and an action plan agreed for areas that are identified as a source of dissatisfaction. This will feed into the 2026-27 Council Housing Management Service Delivery Plan. |
| PMF-13 Percentage of tenants satisfied with repairs & maintenance services | 75.00% | 5.00% | 67.45% (230/341) | The quarterly results show that satisfatcion with the overall repairs service increased from 65.71% during Q1 to 70.67% during Q4. As above, these results will also be analysed and inform the delivery plan for this year. |
| PMF-14 Percentage of tenants satisfied with Capital Investment Programme | 98.00% | 1.00% | 94.15% (193/205) | 3 (of 42) dissatisfied responses received in the quarter. All concerns raised have been resolved to the satisfaction of the tenant. |
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.
