How our housing services are performing
We publish a performance report every three months (quarterly) as well as a Resident Voice update so you can see how well we are delivering our housing services.
These reports are reviewed by our Residents Panel and presented at our Cabinet Housing 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:
|
|
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. |
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 |
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. |
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 |
Other information on how we are performing
Tenant Satisfaction Measures
These are set by the Regulator of Social Housing and are used to monitor our performance.
We carry out a survey on a random sample of our tenants each year to understand your views on our housing services.
View our Tenant Satisfaction Measures
Residents Voice report
The Residents Voice is an update on our involvement activities.
It shows how your feedback is making a difference.
View more information on our involvement opportunities
Complaints report
Our complaints report and Ombudsman Landlord report give information on the type and number of complaints we receive about our housing services, what we have done to make things right and any lessons learnt.