Agenda item

·       Perception Measures and Completion of 2024/25 Survey

·       Management Information Measures

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

As conveyed at the Board’s October 2024 meeting, the 2024/25 Survey was underway.  The initial mailout had been 1^st to 27^th October 2024.

Key points noted after this phase included:

·       3,179 emails had been circulated – 794 sent by post;

·       394 responses received by 5^th November 2024 – ideally around 550 responses were needed; and,

·       Current responses did not mirror the stock profile, with 57.4% from Housing for older people, 40.1% from General Needs and 2.5% from Sheltered.  The stock profile at the end of March 2024 was General needs (53%), Housing for older people (43%) and Sheltered Housing (4%) – a higher response rate from General Needs and Sheltered was needed.

The first reminder wave was completed 4^th to 29^th December 2024.  A total of 1,919 emails had been sent to General Needs properties to create a more balanced response.

Key points noted after this phase included:

·       The reminder round had improved things, though more responses were still needed from General Needs Housing – a much better response rate from Independent Living Scheme tenants had been possible following visits by the Tenant Engagement Officer;

·       The largest number of responses were from single tenants, and over 75% were aged 65+; and,

·       There had been limited interest in downsizing.

From January to March 2025, a further reminder round had been posted out to General Needs tenants not contacted during the December 2024 reminder round.

Following this, the Council had now met the minimum return target by the deadline of 31^st March 2024 with 668 responses received.  However, these responses still did not fully mirror the tenant population and / or housing stock.  The data would therefore go through additional analysis, with calculations applied to ensure the final figures reported were representative.

A summary of the unweighted data for satisfaction levels from returned surveys was attached at Appendix 1.  Management Information for the first three quarters of 2024/25 was attached at Appendix 2.

It was noted that for CH02(2), one Complaint had not been responded to in the appropriate timeframe (sent the following workday).  Due to the overall low numbers of Complaints received, this one Complaint had brought the results to 94.4% for Quarter 4 2024/25, resulting in the Council not meeting its 100% target (of responding to Complaints within the defined timescale).

The Assistant Director of Housing Management & Enforcement informed that for RP01, this was currently an estimate with the Council awaiting the results of Savills’ Stock Condition Survey – it was expected this would be a single percentage figure rather than the current 11.45% result.

The Housing Strategy and Development Officer noted that for BS01, this figure currently stood at 99.5% as the Council was awaiting access to 24 properties – this would likely be completed before 30^th June 2025.

The Chair observed the results were good, with the few targets missed being understandable (the safety checks not being 100% completed due to the Council having not been able to access those 24 properties).  The Head of Property (Repairs and Maintenance) agreed – the Council only needed access (though would likely have to do so through the Courts).

The Assistant Director of Housing Management & Enforcement informed the Council had to submit the report to the Regulator by June 2025.  This would be published online with a tenant friendly version also created.

A Tenant noted good progress was being made, even with the Council awaiting the completion of the Stock Condition Survey.

The Assistant Director of Housing Management & Enforcement shared it was important for the Council to continually know the decency of its housing stock and have accurate figures.  The Chair added knowing the stock was decent meant it could then be well maintained, with a rolling programme of maintenance and investment possible.

Moved by Mr. Steven Bramley and seconded by Mrs. Angela Sharpe

RESOLVED that the performance for 2024/25 documented in the attached reports is reviewed and acknowledged.