Housing service standards performance - 2024 to 2025
On 28 May 2025 Gateway members agreed to the implementation of measures, designed to monitor performance against the Housing Service Standards, which had previously been agreed by the group.
As many of the measures were linked to the Council’s performance against the sector’s annual Tenant Satisfaction Measures (TSMs) results, it was agreed that performance would be reviewed late 2025 or early 2026.
The review has now been completed, and the findings can be found on this webpage.
Summary
| TSMs Standards | Performance |
|---|---|
| Supporting our tenants | Met – all upper quartile |
| Communicating with our tenants about repairs and maintenance | Met – all upper quartile |
| Keeping our tenants safe | Part met – one in lower quartile, one upper quartile |
| Repairing out tenant’s homes | Met – all upper quartile |
| Assisting our prospective tenants | Met – upper quartile |
| Management performance | Performance |
|---|---|
| BS01 – Gas | Met - Better then median – 100% |
| BS02 – Fire risk assessments | Met - Better then median – 99.98% |
| BS03 – Asbestos | Met - Same as median – 100% |
| BS04 – Legionella | Not met – Under peer median of 100% - 94.9% |
| BS05 – Communal lift | Met - Same as median – 100% |
| Internal performance Standards | Performance |
|---|---|
| Supporting our tenants | Not met - one not met, one within 5% |
| Communicating with our tenants about repairs and maintenance | Not met |
| Keeping our tenants safe | Part met - one met, two not met and one within 5% |
| Repairing out tenant’s homes | Met - two met and one within 1% |
| Assisting our prospective tenants | Part met - one met and one within 5% |
TSM’s and management performance areas of the service standards are currently performing well it is the internal performance standards where the risks are although many are within 5% of targets.
Glossary
- upper quartile - The top performing 25% of organisations - if a result is in the upper quartile, it means performance is better than most others
- lower quartile - The lowest performing 25% of organisations - Being in the lower quartile means performance is worse than most others
- Median - The middle value when all results are ranked from lowest to highest - Half of organisations perform better than the median, and half perform worse
- Target - The performance level the organisation aims to achieve - A benchmark or goal set internally
Full indicators
Upper quartile Tenant Satisfaction Measures performance against the rest of the social housing sector in the following tenant perception indicators:
- TP01 Overall satisfaction – Upper Quartile
- TP08 Agreement that the landlord treats tenants fairly and with respect – Upper Quartile
- TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods – Upper Quartile
Meeting our targets on the following internal performance indicators:
- Percentage of tenancy change, lodger and home improvement requests completed within timescales – Not met 98% - 97.34%
- Percentage of Mutual Exchange applications processed within 42 calendar days of receipt – Not met 100% - 93.33%
Upper quartile Tenant Satisfaction Measures performance against the rest of the social housing sector in the following tenant perception indicators:
- TP02 Satisfaction with repairs – Upper Quartile
- TP04 Satisfaction that the home is well maintained – Upper Quartile
- TP06 Satisfaction that the landlord listens to tenant views and acts upon them - Upper Quartile
- TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them – Upper Quartile
Meeting our targets on the following internal performance indicators:
- Percentage of tenants satisfied with the repairs service – Not met 83.3% - target 93%, although been above target since
Upper quartile Tenant Satisfaction Measures performance against the rest of the social housing sector in the following tenant perception indicators:
- TP05 Satisfaction that the home is safe– Upper Quartile
- TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour – Lower Quartile
There is no upper quartile for these indicators just better than peer median:
- BS01 Proportion of homes for which all required gas safety checks have been carried out – Better than peer median - 100%
- BS02 Proportion of homes for which all required fire risk assessments have been carried out - Better than peer median – 99.98%
- BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out – 100% - Same as peer median
- BS04 Proportion of homes for which all required legionella risk assessments have been carried out - Under peer median – 94.90% - median 100%
- BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out - 100% Same as peer median
Meeting our targets on the following internal performance indicators:
- Percentage of ADC properties with stock condition survey in last 5 years - Not met 100% - 88.26%
- Percentage of Serious ASB cases referred to Community Safety within 24 hours of the report - 93.75% - not met target 100%
- Percentage of domestic properties having a periodic electrical inspection within the last 5 years not met as target - 100% - 99.98%
- Percentage of communal properties having a periodic electrical inspection within the last 5 years – target 100% - at met 100%
Upper quartile Tenant Satisfaction Measures performance against the rest of the social housing sector in the following tenant perception indicators:
- TP02 Satisfaction with repairs – Upper Quartile
- TP03 Satisfaction with time taken to complete most recent repair – Upper Quartile
- TP04 Satisfaction that the home is well maintained – Upper Quartile
Meeting our targets on the following internal performance indicators:
- Percentage of emergency repairs completed within target timescale - Target 100%, 99.39%
- Percentage of repairs completed at the first visit – Met 95.06%, target 85%
- Percentage satisfaction with transactional repairs - Not met 83.3%, target 93% although been above target since
Upper quartile Tenant Satisfaction Measures performance against the rest of the social housing sector in the following tenant perception indicators:
- TP06 Satisfaction that the landlord listens to tenant views and acts upon them – Upper Quartile
Meeting our targets on the following internal performance indicators:
- Percentage of tenants visited within their first 6 weeks of residence – Not met 95.67% - 98%
- Proportion of tenants who remain in their tenancy for 6 months or more following the completion of the support package – met 100% target 97%
Page last updated 24 March 2026