Home
These are the performance indicators for the regulator’s ‘home’ standards.
| Performance Measure | 2021-2022 | 2022-2023 | Target 2022-2023 |
|---|---|---|---|
| Average days to complete a responsive repair | 10.61 | 15.8 | Info |
| Percentage of repair appointments kept | 87.60% | 89.84% | >=95% |
| Percentage of residents satisfied with last repair | 75.64% | 81.21% | >=80% |
| Percentage of homes with a valid Landlords Gas Safety Certificate | 99.80% | 96.37% | 100% |
How we’re doing
Repairs
Last year saw almost a 6% increase in resident satisfaction with repairs (from 75.64% to 81.21%). This has continued to improve and is already up to 85% this year. We have increased the amount of post-repair inspections we carry out, which has shown improvements in the quality of completed repair works.
On top of the normal day to day repairs in residents’ homes, our dedicated communal repairs service completed more than 2,200 repairs. We plan to upskill and grow the team this year.
When residents tell us they aren’t happy with the service, we contact them to understand the reason and work out how we can improve our service. We have monitored phone calls and complaints to our repairs team, and based training and development for the team on what we learned.
Capital programme
In 2022 to 2023, we invested over £59m in our Capital Works Programme, which includes Mechanical & Electrical (M&E), and Major Works. The projects carried out by the team are large scale refurbishment and redecoration work across our housing stock, to ensure residents have a warm, safe, and modern home.
The programme’s work in 2022 to 2023 includes:
- Replacing 2,000 windows with double glazing, reducing residents’ heating bills, and improving energy efficiency
- Repairs and replacement of leaking roofs and faulty rainwater pipes.
- Improving and decorating communal walkways and other shared areas.
- Replacing and repairing lifts at Talbot House, Acklam Road, Elm Park Gardens, Lowerwood Court, Campden Houses.
- Improving communal, and emergency lighting.
- Replacing front entrance doors with the latest fire-safe models.
- Work to improve heating and electrical installations within buildings.
In 2022 to 2023 we completed 8 Major Works projects and 10 in the M&E Programme. Each project has had a dedicated Project Manager and Resident Liaison Officer to ensure engagement and consultation with residents is at the heart of each project.
Health and safety
In 2022 to 2023, our Health, Safety and Resilience team monitored all our projects to make sure they complied with the highest standards, and that any health and safety risks to workers and residents were identified and controlled.
Gas
In November 2022 we appointed a new gas safety servicing contractor. The contractor had some performance issues over the extended winter period, so we called upon our previous contractor to provide some additional support.
Despite these issues, in 9 of the last 12 months, we achieved more than 99.9% compliance on our gas servicing and we will be looking to improve the service across 2023 to 2024.
Aids and adaptations
Our Aids and Adaptations service completed more adaptations last year – 179 in 2022 to 2023 compared to 133 in 2021 to 2022. Customer satisfaction for completed adaptations was 99%. Last year we used all of the Housing Management adaptations budget, and the Disabled Facilities Grant (which covers adaptations for non-council residents).
Broadband
To date we’ve connected superfast digital broadband across 15 of our housing estates, meaning that more than 4,000 residents have the fastest and most efficient internet connection available. Four of our estates are now enabled by both our providers, Hyperoptic and Community Fibre, giving residents choice in who they buy their services from.
What we need to work on
We know we need to further improve our repairs service, and the following work is already in hand to address performance:
- recruitment of permanent staff, including competent surveyors
- additional repairs contractors
- more visible, regular work being done on repairs housekeeping and reporting
- regular performance meetings taking place
- improvements to our IT systems
- additional review meetings with repairs staff.