Agenda item

·       Q3 2025/26 Management Information Measures

·       Unweighted Perception Measures

·       Q3 poster – Current Service Performance

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

The Quarter 3 2025/26 data for the 10 Tenant Satisfaction Measures was attached at Appendix1.

Performance was generally on track and comparable to Quarter 3 2024/25.

The number of Anti-social Behaviour cases has been amended for Quarter 1 2025/26 and Quarter 2 2025/26 following a review of the data and was now at a lower rate.

Complaint numbers were lower compared with the same period last year.  The Council’s compliance with the Decent Homes Standard had significantly improved due to stock surveys and improved data quality / analysis.

2025/26’s survey had commenced 28^th November 2025.  The Council had so far received 528 responses (as of 6the January 2026) and required a minimum of 536 valid responses to meet the quota.

The Council had sent 3,147 emails and posted 2,015 paper copies, but currently the profile responses was not representative of the Council’s stock / tenant profile – the Council would need to apply a weighting calculation to the final figures to generate representative data (a reminder round to target specific groups of tenants based on stock / geography to create a balanced response was likely).

There had been no change to the survey questions (that the Council included), but a more automated approach was being used for respondents requiring further contact (e.g. repairs, downsizing and involvement in engagement due to software updates).

Trialling of an automated approach when inviting tenants to complete the survey (as originally planned) had not yet commenced.  The Council would review with smaller surveys to ensure invite emails were being received and tenants were able to navigate responses (in an accessible way).

Further to the above, the Board was informed that a change in the delivery of electronic surveys should auto-populate tenant information (e.g. tenancy no.), making it more convenient for tenants to complete.

The data attached at Appendix 2 was in-year data and would change when the survey closed and the final analysis completed.

For NM01, it was noted some cases of Anti-social Behaviour would be the same case reported multiple times – the true figure would be lower.

For BS01, there were only 36 properties left to access to carry out Gas Safety Checks.

For BS04, Water Safety Checks were incomplete due to the intention to demolish the previous tenanted site Woburn House, Blackwell.

For Perception Measures, a high response had been received from older tenants – it had been theorised the general needs stock had a larger number of older tenants than previously known.

It was reiterated a formula would be used to calculate a more representative data set – while overall satisfaction measures would decrease to achieve this, the Council would still be performing beyond the required quota.

It was noted low numbers of Complaints had been received.

Moved by Councillor Sandra Peake and seconded by Councillor Rita Turner

RESOLVED that: 1) the performance for the Management Information Measures Q3 2025/26 is reviewed and acknowledged (Appendix 1);

2)    the approach for the 2025/26 survey be acknowledged; and,

3)    the performance for the Perception Measures 2025/26 to date is acknowledged (Appendix 2).