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 |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
|
Percentage of emergency repairs completed in target |
99.32 | 98.49 | -0.83% |
These cases are tracked daily to help keep people safe |
|
Percentage of repair appointments kept |
91.76 | 94.23 | +2.47% |
Tenants encouraged to keep appointments and contractors monitored closely |
|
Percentage of non-emergency repairs completed in target |
93.99 | 91.01 | -2.98% |
Generally, this maintains strong performance |
|
Percentage of council tenants satisfied with the responsive repairs service |
86.78 | 86.92 | +0.14% |
Consistently high satisfaction reported. Performance continues to be reviewed |
Safety
|
Measure |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
|
Percentage of council housing properties with a current Electrical Installation Condition report (EICR) |
96.58 | 97.83 | +1.25% |
This is a priority area of focus for the team |
|
Percentage of council housing properties with a valid gas safety certificate |
99.56 | 99.64 | +0.08% | This is a priority area of focus for the team |
Planned works
|
Measure |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
|
Overall satisfaction with planned works |
97.61 | 98.95 | +1.34% |
Satisfaction rates for these improvement works remain high. |
Anti Social Behaviour (ASB) handling
|
Measure |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
|
Percentage of residents satisfied with the way their ASB case was handled |
100 | 100 | - |
Good satisfaction, although based on small sample. |
Estates
|
Measure |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
|
Percentage of estate inspections completed in target |
98.56 | 96.55 | -2.01% |
Performance is steady and continues to be monitored. |
Tenancy
|
Measure |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
| Average time taken from date keys are returned to date next tenancy starts | 207.5 days | 194.43 days | -13.07 days | This is due to the overall high numbers of empty homes being worked on. They are reducing month on month which is our main focus. |
Complaints
|
Measure |
January to March | April to June | Progress |
Comments |
|---|---|---|---|---|
| Percentage of Stage 1 complaints responded to within 10 working days | 93.52 | 92.25 | -1.27% | This is a priority area. New complaint response templates, co-created with the Residents Panel, have been rolled out along with staff training. |
| Percentage of Stage 2 complaints responded to within 20 working days | 96.25 | 91.98 | - 4.27% |
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
View the annual Resident Voice report
View the Q1 Resident Voice report
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.