Issue - meetings

·       Q2 2025/26 Management Information Measures

The Housing Strategy and Development Officer presented the report to the Board.

The Quarter 2 2025/26 data for the 10 Tenant Satisfaction Measures was attached at Appendix1.

Performance was generally on track and comparable to Quarter 2 2024/25: the number of Anti-Social Behaviour cases was at a slightly higher rate; Complaints numbers lower (with a 100% response rate achieved).

Compliance with the Decent Homes Standard had significantly improved due to stock surveys and improved data quality / analysis – the Council had achieved a 0.25% result (far below the 3% 2025/26 target).

Exact numbers of homes not meeting the standard were not known, but for context the 1% achieved in Quarter 1 2025/26 had been 47 properties (homes not meeting the standard Quarter 2 2025/26 would be around a quarter of this figure).

Repairs completed within the target timescale (for non-emergency repairs) resulted in 91.7% (above the target of 80% for 2025/26).

For the Gas Safety checks, the Council had achieved 99.3% of households inspected.  34 properties were overdue as a result of the Council being unable to access these properties (the Council’s Legal Team were being consulted to gain access through Magistrate Court rulings).

Fire Safety and Asbestos checks had achieved 100%.

Water Safety checks had achieved 76%, but this was due to 32 properties within the Old Woburn House estate being switched off and the new Woburn House development coming online – it was expected the Council would achieve 100% in Quarter 3 2025/26.

The Tenant Satisfaction Survey 2025/26 would likely commence October / November 2025 – it was hoped there would be national analysis of 2024/25 data by that stage (which might further shape the approach for 2025/26).

There would likely be little changed to the additional survey questions the Council included, but a more automated approach would be used for respondents requiring further contact regarding repairs, downsizing, and involvement in engagement due to software updates.

The Council was additionally trialling an automated approach to inviting tenants to complete the survey and using the software to track invites and responses where email addresses were held on file.

A Tenant questioned why other tenants would deny the Council access to carry out essential safety checks like Gas – the checks were paid for by the Council and vital for personal safety.

The Assistant Director of Housing Management & Enforcement informed some tenants would never let the Council enter the property to carry out such checks.  The Council had, in the previous newsletter, attempted to explain if tenants did not allow entry to carry out these checks, a stage by stage process would be followed resulting in Magistrate Court action.

For the 34 households the Council had not been able to enter and carry out essential safety checks in Quarter 2 2025/26, some had been known from Quarter 1 2025/26 – the Council had to initiate the process of checking such properties 2 weeks in advance but it could still struggle to enter these premises after this time.

A Tenant  ...  view the full minutes text for item 4

·       Outturn 2024/25:

o   Full report - Perception Measures 2024/25

o   Full report - Management Information Measures

·       Tenant Friendly Version for Approval

·       Q1 2025/26 Management Information Measures

The Housing Strategy and Development Officer presented the report to the Board.

Following the Board’s April 2025 meeting, the final Tenant Satisfaction Measure (TSM) figures had gone through internal data checks and had been provided to the Regulator before the deadline 30^th June 2025.

Included in the report was a Table that detailed tenant perception satisfaction surveys for 2024/25 in comparison with 2023/24.

For 2023/24, 50% of tenants had been surveyed.  For 2024/25, 100% had been surveyed to allow the evidence collected to be more representative.

The rate of complaints had decreased from 2023/24, while the rate of Anti-Social Behaviour cases had increased.  4 out of 5 safety measures had met internal targets, with Gas Safety checks fractionally below target.

Response times for Stage 1 Complaints had improved and had met the internal target.  The response times for Stage 2 Complaints were also considered satisfactory (only one complaint was out of timescale by 1 day).

The volume of repairs was comparable with 2023/24 and performance had improved for non-emergency repairs (both repairs targets were met).

2025/26’s survey was likely to commence September / October 2025.

A discussion was held on the technicalities of Complaints received.  It was agreed to add some wording prior to the complaints section to define the difference between a complaint and a service request, to guide tenants answering the question that they should only answer in relation to formal complaints.

Printed versions of the posters would be provided in the Council’s Contact Centres as well as digitally for the information screens.

RESOLVED that: 1) the performance for 2024/25 documented in the attached reports is reviewed and acknowledged (Appendices 1 and 2);

2)    Tenants acknowledge and approve the Tenant version of the TSM Data attached at Appendix 3;

3)    the performance for the Management Information Measures Q1 2025/26 is reviewed and acknowledged (Appendix 4).