Agenda item

This report will follow in supplementary papers after it has been published for the meeting of the Executive Committee (due for publication on Monday 1 June 2026).

The Assistant Director of Community and Housing Services presented a report on Quarter Four 2025/2026 Housing Performance incorporating Tenant Satisfaction Measures Results.

The Committee was informed that the Regulator of Social Housing had established the ‘Tenant Satisfaction Measures’ (TSM) which placed a responsibility on all social housing landlords in England to return performance information so that each provider could be assessed for how well they were providing good quality homes and services.

It was reported that performance during Quarter Four had been positive although there were a number of a number of key areas remained below target. This included the repairs completed within target timescales for non-emergency and emergency repairs (measures RP02.1 and RP02.2) where performance had been improving but remained below the required target at 77.6 and 93.1 per cent for non-emergency and emergency repairs respectively. Members were advised that proposals were in place to address this.

Other key areas where performance remained below target included the Homes that do not meet the Decent Homes Standards (measure RP01) and fire safety checks (measure BS02). In relation to anti-social behaviour, it was reported that there had been an increase in hate-related crime; however, this was attributed to improved reporting as such incidents had historically not been recorded under a separate category.

Members were advised that a separate annual housing complaints report was also being reported to the Executive Committee. 

In relation to the Tenant Satisfaction Measures, it was noted that the Tenant Perception Survey showed year-on-year improvements with increased tenant satisfaction recorded across the twelve measures. There was a 35 per cent increase in the response rate to the 2025/26 Tenant Perception Survey compared with the previous year.

A Member raised a query regarding gas safety checks, noting that the report referred to 134 tenanted properties where the gas supply had been capped. Officers explained that this figure included a combination of void properties, properties where tenants had refused access for gas safety inspections and properties where tenants had chosen not to have a gas supply. It was highlighted that the Council’s Tenancy Team undertook visits to tenanted properties with capped gas supply to understand the reasons for the tenant having a capped gas supply, and take actions if possible to resolve the situation.

In relation to the measures, a question was asked in relation to the action which the Council could take in cases where tenants had damaged the property. It was responded that this area would be addressed through a new recharging policy which would detail how tenants could be charged for any damage. This policy would be presented for Members’ consideration.

Members discussed the Total Mobile system implementation. It was noted that the project suffered from issues with initial consultant assigned to work with the Council that were now being resolved. It was explained that the Total Mobile system would automate the scheduling of repair and maintenance jobs and enable an electronic audit trail of job completion. The rollout of the system was now expected in July 2026.

The report recommendations were endorsed by the Committee as printed.

RECOMMENDED that

1)    The Council’s Quarter 4 2025/26 Housing Performance in respect of the Tenant Satisfaction Measures (Landlord) are noted.

2)    The results of the Tenant Participation Surveys covering 2025/26 are noted.