Housing repairs policy
Key Performance Indicators and tenant satisfaction
To ensure this policy encourages high standards of performance and raises tenant satisfaction with repairs, we monitor key performance indicators (KPIs), including repairs related key Tenant Satisfaction Measures required by the Regulator of Social Housing. We will also regularly review performance and targets, using the data to learn and improve the service. The repair service KPIs are set out below.
| Tenant Satisfaction Measures | Current Performance | Target 2023/24 | Target 2024/25 | Target 2025/26 |
|---|---|---|---|---|
| RP02: Repairs completed within target timescale | 93% | 95% | 96% | 97% |
| TP02: Overall Satisfaction with the Repairs service80% | 79% | 85% | 86% | 87% |
| TP03: Satisfaction with time taken to complete most recent repair | 77% | 80% | 83% | 86% |
| TP04: Satisfaction that the home is well maintained | 77% | 80% | 83% | 86% |
| TP05: Satisfaction that the home is safe | 80% | 83% | 85% | 87% |
| BS01: Gas safety checks - percentage of homes that have had all the necessary gas safety checks. | 100% | 100% | 100% | 100% |
| BS02: Fire safety checks - percentage of homes in buildings that have had all the necessary fire risk assessments | 100% | 100% | 100% | 100% |
| BS03: Asbestos safety checks - % of homes in buildings that have had all the necessary asbestos management surveys or re-inspections | 100% | 100% | 100% | 100% |
| BS04: Water safety checks - (Legionella) % of homes that have had all the necessary Legionella risk assessments | 100% | 100% | 100% | 100% |
| Local Measures | Current Performance | Target 2023/24 | Target 2024/25 | Target 2025/26 |
|---|---|---|---|---|
| % Repair appointments made and kept | 93% | 93% | 94% | 95% |
| % of Emergency repairs completed in timescale | 93% | 100% | 100% | 100% |
| % of Responsive repairs completed first time | 90% | 85% | 90% | 90% |
Last modified on 21 August 2024
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