Housing Performance

The Housing Business Plan sets out our operational and strategic tasks and targets for a period of three years, and how we will achieve them. It outlines our priorities and is updated annually.

Performance monitoring underpins the Business Plan in terms of reviewing our progress against the key tasks.

Progress is discussed monthly by the Housing Management Team and quarterly at the Housing Committee and the Policy and Performance Committee.

We are continually looking at ways to improve the service we offer to tenants and leaseholders. We do this by:

• Setting and reviewing meaningful targets
• Listening to the feedback we receive and learning from complaints. And sharing our changes through You Said, We Did
• Addressing poor performance in a proactive way
• Benchmarking our services against similar housing providers

The table provides Housing performance data.

Status	Name	Frequency	2020/21 Achieved	2021/22 Achieved	2021/22 Q1	2022/223 Q1	2022/23 Q2	2022/23 Q3	2022/23 Q4	2022/23 Annual	2022/23 Target
	Overall satisfaction with the service provided by Broxtowe Borough Council Housing Department	Quarterly	80.04%	85.8%	91.96%	73.2%	69.77%	74.43%			90%
	Gas Safety	Quarterly	99.18%	99.84%	100%	99.88%	99.81%	99.55%			100%
	Homelessness cases successfully intervened or prevented rather than relieved/a main duty being accepted (New for 2021/22)	Quarterly	N/A	63.5%	76%	73.3%	63.9%	72.6%			70%
	Rent Collection: Rent collected as a proportion of the rent owed	Quarterly	102.82%	100.91%	94.56%	95.54%	96.26%	99.07%			99%
	Electrical compliancy	Quarterly	98.2%	73.2%	98.2%	74.5%	76.8%	76.5%			100%
	Reactive Repairs appointments made and kept	Quarterly	97.8%	97.7%	98.1%	97.4%	95.4%	97.3%			98%
	Numbers of homeless households housed outside of the Borough in temporary accommodation	Quarterly	64	94	31	41	26	26			0
	Average relet time – Independent Living	Quarterly	37 days	54 days	34 days	131 days	83 days	81 days			20 days
	Average relet time – General Needs	Quarterly	114 days	132 days	97 days	233 days	220 days	158 days			40 days

The Housing department have introduced a suite of online surveys which can be accessed here. These are Customer Satisfaction surveys on completed by customers who have recently received a service from us. These then support the performance numbers provided above. 

Overall Satisfaction

Capturing tenant and leasehold satisfaction is very important as it allows us to identify our strengths and weaknesses and address them accordingly.

We carry out customer satisfactions in two different ways:

1. Transactional surveys
2. Perception surveys

Transactional Surveys

We encourage our tenants and leaseholders to complete surveys when they have requested or received a service from us.

At present, we conduct transactional surveys for the following services:

• Housing Repairs (Opens in a New Window)
• Housing Options (Opens in a New Window)
• Temporary Accommodation (Opens in a New Window)
• Lettings (Opens in a New Window)
• Income Collection (Opens in a New Window)
• Anti-Social Behaviour (Opens in a New Window)
• Tenancy Sustainment (Opens in a New Window)
• Financial Inclusion (Opens in a New Window)
• Right to Buy (Opens in a New Window)

We ask our teams to encourage tenants and leaseholders to complete the surveys online, paper copies are available by request.

Perception Surveys

Every 2 years, we send out a survey called STAR (Survey of Tenants and Residents) to all tenants and leaseholders. It asks questions about the neighbourhoods they live in and how they feel about the service we provide as a whole. It also allows us to see if any changes made as a result of the previous STAR Survey have had an impact on customer satisfaction. The results feed in to our future plans for the service and allows us to benchmark against other housing providers via the use of HouseMark.