How our housing services are performing

We publish a performance report every three months (quarterly) as well as a Tenant Voice update so you can see how well we are delivering our housing services.

These reports are presented at our Cabinet Housing Panel and reviewed by our Residents Panel.

You can view a summary of the latest performance below.

We welcome feedback from all residents, contact us at residentinvolvement@welhat.gov.uk.

Housing performance 2025/2026

Repairs

Measure	July to September	October to December	Progress	Comments
Percentage of emergency repairs completed in target	98.59	98.27	-0.32%	Tracking emergency cases daily to ensure they are responded to accordingly.
Percentage of repair appointments kept	93.86	87.25	-6.61%	Number has dropped in Q3 and this has been raised with the contractor
Percentage of non-emergency repairs completed in target	94.48	95.01	+0.53%	In Quarter 3: 900 urgent cases of which 851 completed within targe 2,232 routine cases and 2,124 completed in target 236 major routine cases and 225 completed in target
Percentage of council tenants satisfied with the responsive repairs service	88.05	86.69	-1.36%	Consistent delivery across the service

Safety

Measure	July to September	October to December	Progress	Comments
Percentage of relevant safety works for significant hazards completed withing 5 working days of end of investigation	n/a	n/a	n/a	This will measure the timeliness and management of cases in line with Awaab’s Law
Percentage of council housing properties with a current Electrical Installation Condition report (EICR)	97.28	97.28	same	Work ongoing to access 171 outstanding properties including using legal channels. None are category 1 hazards.
Percentage of council housing properties with a valid gas safety certificate	99.80	99.75	-0.05%	25 properties overdue and these are subject to legal proceedings. Where we have not heard from tenants at these outstanding addresses, we are carrying out welfare checks.

Planned works

Measure	July to September	October to December	Progress	Comments
Overall satisfaction with planned works	95.88	98.01	+2.13%	Out of 251 completed surveys for Q3, 246 met the required standard.

Tenancy

Measure	July to September	October to December	Progress	Comments
Average time taken from date keys are returned to date next tenancy starts	175.5 (0 days)	171.6 (3 days)	-3.9%	New key management system has been introduced to help reduce delays
Percentage of new tenant visits completed against target	n/a	n/a	n/a	TBC

Measure

July to September

October to December

Progress

Comments

Average time taken from date keys are returned to date next tenancy starts

175.5

(0 days)

171.6

(3 days)

-3.9%

New key management system has been introduced to help reduce delays

Percentage of new tenant visits completed against target

n/a

TBC

Estates

Measure	July to September	October to December	Progress	Comments
Percentage of estate inspections completed in target	57	65.29	+8.29%	Capacity pressures have affected the delivery but these have been resolved.

Anti Social Behaviour (ASB) handling

Measure	July to September	October to December	Progress	Comments
Percentage of residents satisfied with the way their ASB case was handled	80	66.67	-13.33%	TBC
Percentage of ASB reports handled within the target timeframe	n/a	n/a	n/a	TBC