Housing Performance

Housing Performance

This page provides a summary of Housing Performance Indicators, which monitor delivery of housing related services.

Housing Committee Performance Information Reports, which include commentary for each Performance Indicator, can be viewed here (Opens in a New Window).

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 Q1 2021/22 Q2 2021/22 Q3 2021/22 Q4 2021/22 Annual 2021/22 Target
Yellow Straight FaceYellow Straight Face

Overall satisfaction with the service provided by Broxtowe Borough Council Housing Department

Quarterly

80.04%

91.96%

89%

84.45%

82.47% 85.8%

90%

Very Happy Green FaceVery Happy Green Face

Gas Safety

Quarterly

99.18%

100%

100%

100%

TBC TBC

100%

Very Unhappy Face no eyebrows

Homelessness cases successfully intervened or prevented rather than relieved/a main duty being accepted (New for 2021/22)

Quarterly

N/A

76%

54.8%

59%

49.2%

63.5%

70%

Very Happy Green Face

Rent Collection: Rent collected as a proportion of the rent owed

Quarterly

102.82%

94.56%

96.2%

99.01%

100.91% 100.91%

99%

Very Unhappy FaceVery Unhappy Face no eyebrowsVery Unhappy Face no eyebrows

Electrical compliancy

Quarterly

98.2%

98.2%

69.5%

71.1%

71.3% 73.2%

100%

Yellow Straight Face

Reactive Repairs appointments made and kept

Quarterly

97.8%

98.1%

98.6%

96.1%

98.1% 97.7%

100%

Very Unhappy Face no eyebrows

Numbers of homeless households housed outside of the Borough in temporary accommodation

Quarterly

64

31

14

16

33 94

0

Very Unhappy Face no eyebrows

Average relet time – Independent Living

Quarterly

37 days

34 days

42 Days

58 Days

96 days 53 days

20 days

Very Unhappy Face no eyebrows

Average relet time – General Needs

Quarterly

114 days

97 days

126 Days

190 Days

136 days 133 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:

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

During Quarter 3, 283 transactional customer satisfaction surveys were carried out in Housing. 

Department Number of Survey Responses
Housing Repairs 216
Income 57
Allocations 6
Housing Options 4

 

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.

The results for STAR 2021 will be available shortly.


Contact
Housing
tel: 0115 917 7777