Housing annual report 2024 to 2025
Lettings
Our Lettings Service is responsible for the allocation of our Housing stock. We have 6593 properties and have 4438 people on our waiting list. With 376 properties let during the year, demand is high in comparison to supply. Vacant properties are advertised on a weekly basis for applicants to express an interest in. The shortlisted applicants for each property are prioritised in order of their priority banding. We do this through our online Choice Based Lettings scheme called Homefinder.
- website: Homefinder
Properties let in 2024 to 2025
376 properties were let in 2024 to 2025 at an average of 29.3 days for standard voids.
Of the properties let to the waiting list, 196 applicants were in Band 1 ‘emergency’ need, 89 in Band 2 ‘urgent’ need, 43 in Band 3 ‘low’ need, 0 in Band 4 ‘demoted’ applicants and 13 in Band 5 ‘no’ housing need. In addition, 35 properties were let to applicants approved for a management or ‘direct let’.
The 376 properties let to applicants from the waiting list included 107 bungalows, 109 houses, 149 flats and 11 studio flats.
Mutual exchanges
In 2024 to 2025, 41 tenants moved home by way of mutual exchange. Tenants can register and search for a suitable exchange by visiting Homeswapper.
- website: Homeswapper
Development and Acquisitions
During the year 10 new homes were acquired and new affordable housing development schemes delivering a further 60 units began at Central Avenue, Kirkby in Ashfield, Brierly Road, Sutton in Ashfield, Mill Close, Huthwaite and Hardwick Lane, Sutton in Ashfield.
Additional affordable housing development sites are in the pipeline at Fairhaven, Kirkby in Ashfield and Southwell Lane, Sutton in Ashfield.
Tenancy Services
Collecting rent
Rent is our main source of income. If we don’t collect rent, we have less money to spend on the upkeep and management of our properties.
Despite the financial climate, and big changes such as Welfare reform and universal credit which changed the way benefits works for our tenants. Our rent collection levels are above average and we have performed at a top quartile level against other similar organisations as benchmarked by Housemark.
| Type | Performance | Target |
|---|---|---|
| of rent collected as a percentage of rent due (excluding arrears brought forward) | 99.11% | 99% |
| of rent collected from total rent due | 97.82% | 98% |
Current tenant arrears
| Year | Performance | Target | Housemark Quartile Position |
|---|---|---|---|
| 2024 to 2025 | 1.45% | 1.6% | Top quartile performance in this area (based on the annual pulse report) for LA&ALMOs with less than 10k stock was 2.04% |
Our target for 2025 to 2026 is 1.6 percent.
In 2024 to 2025:
- 291 Notice of Seeking Possession and a further 12 Notice of Possession Proceedings for Intro Tenants were issued to tenants due to rent arrears and tenancy issues.
- 23 tenants were evicted in the year 13 for non-payment of rent, 4 for ASB, 4 for ASB and rent arrears and 2 for other – abandonments.
Tenancy support
In 2024 to 2025, the Housing Service has worked to deliver outcomes for our customers with:
- Nearly £96,000 has been accessed in welfare benefits, housing and council tax benefits and grants and white goods from charitable trusts for tenants.
- 1094 Council Tenants assisted with Welfare and Money Management Advice.
- 538 Council Tenants provided with Tenancy Support of which:
- 100 percent of tenants in their tenancy after 6 months, following the completion of the support package provided by the Tenancy Sustainment Officers in March 2025.
Housing repairs and maintenance
Property repairs is our busiest service, we appreciate that having something go wrong or break in your home can be frustrating and so we aim to offer a service which is both easy to get through to and prompt in attending to the property at your convenience.
Repairs Service performance
During 2024 to 2025 our Repairs Service performed as follows:
All repairs
- 34,378 repairs completed
- Including 4108 emergency repairs
Responsive only
- 29,035 repairs completed
- Including 4108 emergency repairs
Average time taken to complete responsive repairs
- 18.12 calendar days
Repairs completed on time
- Repairs completed on time - 91.78 percent (all repairs)
- Repairs completed on time - 91.42 percent (responsive only)
Repairs Call Handling Centre
- Total calls received - 38,905
- Total calls answered - 37,043
- 95.21 percent calls answered
- Average call ring time 47 seconds
Planned improvements
A range of planned works was completed in 2024 to 2025, which made improvements to our homes and surrounding areas including, but not limited to, boiler replacements, pre-painting and painting works, window replacement, external doors, roof coverings, fencing, pathways, aids and adaptations and general site maintenance works.
Customer feedback and complaints
Please see separate annual complaints performance, service improvement and tenant satisfaction measures reports.
Finances
Finances cost breakdown per £1 spent in 2024 to 2025
| Finance type | 2024 to 2025 | 2023 to 2024 |
|---|---|---|
| Loan interest | £0.13 | £0.12 |
| Major improvements | £0.19 | £0.16 |
| Management costs | £0.15 | £0.15 |
| New homes | £0.14 | £0.24 |
| Repairs | £0.31 | £0.26 |
| Service and support costs | £0.08 | £0.06 |
For more information about our finances, please visit our dedicated web pages:
- link: Financial information
Page last updated 10 February 2026