Housing Performance
The Housing Business Plan (pdf) (869kb) (Opens in a New Window) 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 quarterly by the Housing Management Team, and by Cabinet. Performance data is regularly shared with our Housing Influence Panel.
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
- Addressing poor performance in a proactive way
- Benchmarking our services against similar housing providers
| Performance Measure | 2024/25 | Target |
|---|---|---|
| Overall Satisfaction with the service Provided by Broxtowe Borough Council | 71% | 90% |
|
Gas Safety |
99.76% |
100% |
|
Homeless cases successfully intervened or prevented rather than relieved/a main duty accepted |
78.4% |
70% |
|
Rent collect as a proportion of rent owed |
99.46% |
99% |
|
Current Arrears as a percentage |
0.90% |
2.00% |
|
Electrical Compliancy |
95.5% |
100% |
|
Reactive Repairs appointments kept |
98.6% |
98% |
|
Homeless households housed outside of the Borough in temporary accommodation over 7 days |
51 |
0 |
|
Average Relet Time - Independent Living |
72 Days |
40 Days |
|
Average Relet Time - General Housing |
51 Days |
20 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:
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.
Every year, we send out a survey called the TSMs (Tenant Satisfaction Measures) to all tenants and leaseholders. This is a requirement from the Regulator of Social Housing , and provides us with valuable feedback on how we are doing as your landlord. It asks questions about the neighbourhoods you live in, repairs, how well we listen to you and how you 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 TSM survey have had an impact on customer satisfaction.
The results are reported back to the Regulator of Social Housing, and feed in to our future plans for the service. They also allow us to benchmark against other housing providers.
Our 23/24 Tenant Satisfaction results can be found here
Highlights of our results are as follows:
- Overall Satisfaction - 66%
- Satisfied the home we provide is well maintained - 71%
- Fire Safety Checks - 18.5%
- Satisfied we listen to your views and act on them - 48%
- Satisfied with our approach to handling complaints - 25%
- Satisfied we make a positive contributions to neighbourhoods - 56%