Agenda item

Current Service Performance

·       Service KPIs

·       Q1 2025/26 Tenant Performance Poster

Minutes:

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

 

The Council’s Plan “The Future 2024 - 2028” had outlined the provision and delivery of essential key services.  The following 4 main aims were:

 

·       Customers – providing excellent and accessible services;

·       Economy – drive growth, promote the District and be business and visitor friendly;

·       Environment – protect the quality of life for residents and businesses, meet environmental challenges and enhance biodiversity; and,

·       Housing – deliver social and private sector housing growth.

 

The Council’s Housing Service had developed a number of Key Performance Indicators (KPIs) that showed its contribution to these ambitions.  Attached at Appendix 1 was a summary of current performance for 2025-26.

 

A significant amount of performance related information (Complaints information, the Tenant Satisfaction Measures, the Council’s own KPIs, etc.) were produced by the Council’s Housing Management Team – the Council wanted to ensure tenants were provided with useful and informative data to ensure accountability.

 

Attached at Appendix 2 was the Q1 2025/26 performance poster for circulation in the Council’s Contact Centres.

 

Following the recent refresh of the Council’s website, a specific page for performance information had now been developed.  Moving forward, the quarterly performance posters would be included in the Bolsover Homes Newsletter ‘Tenant Participation’.

 

To a question on KPI.07, “Homelessness successful relief cases”, the Housing Performance Manager informed it related to private tenants either remaining in their current properties following receivership of a Section 21 Eviction Notice or them moving into a Council property before officially being listed as homeless.

 

The Assistant Director of Housing Management & Enforcement informed more private landlords were leaving the sector, though the Council’s performance in response to this was satisfactory.

 

The Chair noted the income absent from rent arrears could stretch back 10+ years – the Council was performing admirably with regards the current circumstances of the private rental sector.

 

The Chair also noted that the ‘Average time taken to re-let properties’ had been omitted pending formal discussion with tenants today.  The Chair noted that this combined figure could potentially be misleading to tenants as there was no distinction between the different types of void (vacant) properties.

 

It was noted that there were 3 different types of voids that could be presented:

 

·       Major repair voids;

·       Standard voids; and,

·       Management voids.

 

Following discussion, it was agreed that the re-let times would be presented for the 3 void types listed above and that this information would be positioned at the bottom of the poster in a larger section.  The full definitions for the 3 void types would be agreed by officers at Housing Stock Management Group September 2025.  To accommodate the extra information, it was agreed to remove the rent arrears figures and just keep rent collected.

 

The Board was informed the number of voids included new-build units that had yet to be moved into (for the first time).  A Tenant stated the number of empty properties should not include the new-builds recently completed until the first tenant had successfully moved in.  The Assistant Director of Housing Management & Enforcement added the loss of rent and the fact the Council had to pay Council Tax for these empty properties was not ideal.

 

RESOLVED that: 1) the performance documented in the attached reports is reviewed and acknowledged;

 

2)    the quarterly performance poster be amended as per discussion and agreement with tenants.

 

Supporting documents: