Agenda item

The Assistant Director of Environmental and Housing Property Services presented a report on Quarter Two Housing Performance.

Members were advised that the RSH had introduced the Tenant Satisfaction Measures (TSMs), which required all social housing landlords in England to report performance data. These measures enabled assessment of how effectively providers delivered quality homes and services.

The purpose of this quarterly report was to provide an update against the TSMs and to highlight areas where performance targets had not been met, together with the reasons for this. Examples included fire safety and lift safety checks, where timescales had not been achieved. Assurance was given that the Council was working closely with its contractors to ensure sufficient resources were available to complete the necessary work.

It was noted that Redditch Borough Council was not alone in facing these challenges, as other local authorities were also being measured against the TSMs, creating high demand for these services. The Council’s consultant had confirmed that resources were now in place and that fire risk assessments would soon return to schedule. In relation to lift safety checks, previous delays had been caused by insurers being unable to access lifts; this issue had been resolved through the installation of key safes.

In discussing the item, Members commented on the following:

• Appreciation was expressed to officers for the progress made, particularly in reducing outstanding repairs. Members noted clear evidence of improvement, which would be presented to the regulator when requested. The introduction of new management tools, graphs, and staff training was hoped to drive further performance improvements.
• Recruitment challenges within the Housing department were highlighted. It was noted that difficulties in filling posts reflected a wider trend across the Midlands rather than being specific to Redditch Borough Council.
• A query was raised regarding the number of complaints about Anti-Social Behaviour (ASB) actions being taken to address this. Members noted the Police had ceased youth provision, so Police Community Support Officers (PCSOs) would no longer be going into schools. Members stressed the need for proactive collaboration with the Police and partner agencies to tackle ASB. Officers advised that they expected the ASB target to increase as the national average was higher than the figures Redditch was reporting. Recent press releases had publicised enforcement action, and a new caretaker system was in place. Preventative work was also being undertaken with younger people through the Community Safety Youth Service in partnership with schools.
• Concerns were raised regarding the number of complaints responded to within Complaint Handling Code timescales. The target was 85%, but Quarter Two performance stood at 72%. Officers explained that there was typically a dip in terms of capacity during Quarter Two.
• Members noted that ASB cases involving Hate Crimes were above target. Officers reassured Members that the actual number of cases was very low, but a spike was anticipated due to historic under-reporting. It was agreed that Hate Crime should be closely monitored, and any increase investigated to understand underlying causes.

The resolution was proposed by Councillor Bill Hartnett and seconded by Councillor Jane Spilsbury. 

RESOLVED that

the Council’s Quarter 2 Housing Performance for 2025/26 in respect of the Tenant Satisfaction Measures (Landlord) be noted.