What is Performance and Customer Satisfaction data?
Within the service we collect a large range of statistical information known as performance data, for example how long it takes to deliver a particular service or how many requests for a particular service we deal with. This allows us to measure how well we are doing in delivering different elements of the service and allows us to compare this over a quarterly or on an annual basis. We also compare our performance against other social landlords.
In addition we collect feedback from our customers following a service that they have received from us, generally via a survey/questionnaire. This allows us to see how customer view our services.
What do we do with this information/data?
Our performance and survey data is discussed by the Housing Management Team to highlight any areas of concern as well as good performance. It also allows the team to look at what actions need to be taken as a result. Managers/Officers are then allocated responsibility for looking into any issues of concerns. Issues would be raised at meetings with our contractors or further research undertaken including work with our tenants and leaseholders to understand the issue in detail. All this data therefore is used to help us make decisions and look at ways to improve our service delivery.
Performance Description | Performance in 2022/23 | Performance in 2021/22 | Performance in 2020/21 | Further information |
Housing Management/Property Services | ||||
Days taken to get an empty Retirement Living property ready and new occupants moved in | 39.92 days | 72.23 | 51.56 | We carried out a review of retirement living accommodation in 2022/23 and as a result we have looked at how we market this accommodation. This work will continue in 23/24 and we hope that void times will continue to reduce as a result. |
Days taken to get an empty general needs property ready and new occupants moved in | 23.92 days | 29.76 | 34.07 | We have undertaken a review of the process in 2022/23 as well as joining a national benchmarking group to look at best practice in this area. |
Days taken to get an empty temporary accommodation property ready and new occupants moved in | 81.76 days | 125.09 | 87.39 | The initial void times were high due to repairs and modernisation required in some of the properties. There were also occasions when there were no households suitable for the type of empty properties available. More recently a practice of moving households from outside of the area has been prioritised which creates more use of these properties and less use of bed and breakfast and other emergency accommodation. However, households already in emergency placements such as bed and breakfast in Wealden are prioritised. The results of this practice have been positive and further void time reductions are expected. |
Performance Description | Performance in 2022/23 | Performance in 2021/22 | Performance in 2020/21 | Further information |
Housing Management/Property Services | ||||
Percentage of rent received against amount due (includes rent collected from former tenants) | 103.51% | 99.09 | 98.81 | We continue to perform well in terms of the amount of rent that we collect. We work closely with any residents experiencing financial problems to ensure that any arrears are paid off at an affordable rate according to that households’ finances. |
Repairs completed on time | 95.3% | 94.7% | 85.16% | We continue to perform well with repairs delivery after a decline during Covid. |
Tenants registered to use the MyAccounts to access information on their rent account and repairs | 586 | 537 | 437 | We are continuing to see the numbers accessing our online portal slowly growing as we continue to promote this service to new and existing tenants. |
Housing Development | ||||
Number of new affordable homes built by the Council and Registered Housing Providers | 218 | 181 | 275 | The number of new homes delivered continues to remain high and there are a number of large developments still onsite which include affordable homes. These will continue to be completed over the next few years. These numbers include affordable homes delivered by private developers and housing associations, new Council homes built by the Council on land we own, and some ex-Council homes we have repurchased. |
Housing Options & Homelessness (including Allocations) | ||||
Homelessness applications made and accepted | 463 applications of which 73 were owed a full housing duty | 364 applications of which 24 were owed a full housing duty | 567 applications of which 40 were owed a full housing duty | We have seen an increase in applications of homelessness as a result of the cost of living pressures and some private landlords choosing to no longer rent their properties. The decrease in affordable private rented accommodation has resulted in more households being owed a main housing duty as we have been unable to secure accommodation during the early homelessness stages. |
Average length of Stay in emergency accommodation for homeless households | 8.89 weeks | 7.8 weeks | 8.11 weeks | Length of time in temporary accommodation is increasing due to move on options in the private rented sector being very limited for all groups, in particular single homeless under 35 years of age due to the Local Housing Allowance rates which applies to those receiving benefits. |
Total households in emergency accommodation (as at year end) | 57 | 42 | 45 | This figure has increased since 2019-20 due to us now accommodating rough sleepers under the Rough Sleeper Initiative. |
Homelessness prevented or relieved | 170 or 36.72% of all cases | 165 or 45.32% of all cases | 163 or 28.75% of all cases | We have seen an increase in performance overall resulting in more homelessness cases being prevented (support to stay in their current accommodation) or being relieved (support to find alternative accommodation). |
Number of households on the housing register | 743 | 526 | 640 | We have reviewed our Allocations Policy as it was too restrictive which meant that many households in need of affordable housing could not access it. The criteria now is linked to affordability rather than a set income threshold and as a result the number of households registered for housing has increased. |
Sanctuary | 26 | 24 | 46 | The aim of the Wealden Sanctuary Scheme is to enable victims of domestic abuse to remain in their own homes should they wish to, and where it is safe for them to do so. Occasionally, works are also done under the scheme where an individual/households are at risk of crime/ racial hatred etc. This service is demand led. |
Complaints | ||||
Stage 1 complaints | 46 | 45 | 33 | Along with national campaigns around making complaints against your landlord we have been actively encouraging customers to give us their feedback and promoting the ability to complain. It is therefore not surprising that complaints have continued to increase. We have embraced the opportunity to learn from complaints, therefore an increase in complaints should not be seen as a negative. |
Stage 2 Complaints | 16 | 16 | Not available | See above. |
Performance Description | Performance in 2022/23 | Performance in 2021/22 | Performance in 2020/21 | Further information | |||
Gas Servicing |
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Satisfaction with the way Wealden District Council and BSW dealt with your annual gas safety check | 97.14% | 90.4% satisfied | 82.4% satisfied | We continue to receive high levels of satisfaction with the service our gas contractor provides. | |||
Repairs |
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Overall, were you happy with the contractor and repairs process | 91.91% | 92.7% satisfied | 84.95% satisfied | Our performance continues to exceed the industry standard. | |||
Electrical works |
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Satisfaction with the completed works | 92.45% | 95.6% satisfied | 100% satisfied | We used to ask if customers whether they were satisfied or not satisfied. However, in line with best practice this changed in 21/22 and we have amended the response options to include a neither satisfied nor dissatisfied (neutral) option. Some customers are now choosing this neutral option.
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Satisfaction with how clean and tidy the contractor for electrical works was | 100% | 97% satisfied | 100% satisfied | We continue to work closely with our contractors to ensure they deliver the best service possible. | |||
Disabled Adaptations |
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Satisfaction with the works carried out as part of a Disabled Facilities Grant (all tenures including council) | 97.14% | 100% satisfied | 98.18% satisfied | We consistently receive high levels of satisfaction with the works customers receive under a Disabled Facilities Grant. The works often make a huge different to customers everyday lives. | |||
New Tenant Survey |
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Satisfaction with the time allowed for the property viewing | 78.7% were satisfied and 11.5% gave a neutral response | 75% were satisfied and 7% gave a neutral response | 68.2% were satisfied and 13.6% gave a neutral response | Satisfaction has steadily increased in this area as we return to normal following Covid which made property viewings very difficult. | |||
Overall satisfaction with the lettings process | 88.5% were satisfied and 33.3% gave a neutral response | 89% were satisfied and 7% gave a neutral response | 86.4% were satisfied and 9.3% gave a neutral response | Satisfaction levels have remained consistent in this area. | |||
How satisfied are you that on this occasion Wealden’s Housing service was easy to deal with | 86.4% were satisfied and 6.7% gave a neutral response | 86% were satisfied and 10% gave a neutral response | 86% were satisfied and 9.3% gave a neutral response | Satisfaction levels have remained consistent in this area. | |||
Antisocial Behaviour (ASB) |
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Satisfaction with the ease of reporting ASB | 66.7% were satisfied and 22.2% gave a neutral response. | 58% were satisfied and 14% gave a neutral response | 72.7% satisfaction and 18.2% neutral responses | Further work is needed to understand why customers have not found it easy to report ASB. | |||
Overall satisfaction or dissatisfaction with the handling of your ASB complaint | 66.7% were satisfied and 22.2% gave a neutral response. | 58% were satisfied and 14% gave a neutral response | 50% satisfaction and 9.1% neutral responses | It is good to see that satisfaction levels have increased with greater emphasis at the outset of the powers available to us, to tackle ASB being explained. | |||
Overall, satisfaction or dissatisfaction with the final outcome of your ASB complaint | 66.7% were satisfied and 22.2% gave a neutral response. | 57.2% Neither: 14.3% gave a neutral response | 50% satisfaction and 9.1% neutral responses | Complaints handling satisfaction varies from excellent to exceptional low for those that benchmark performance. We are consistently average. As we have highlighted above the key is managing complainant’s expectations as it is unlikely that a complainant will be satisfied unless they get the outcome that they wanted, usually it is for the perpetrator to be evicted. We have to work with the existing legislative framework and therefore this is rarely possible. Instead, we have placed a greater emphasis on making customers aware of the powers that we have. | |||
Housing Options Customer Survey |
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Time taken to receive advice over the phone or in person | 66.6% of respondents to the survey were satisfied and 6.7% neither satisfied nor dissatisfied.
| 63.9% of respondents to the survey were satisfied and 10.8% neither satisfied nor dissatisfied | 65.9% of respondents to the survey were satisfied and 9.1% neutral | Again, this year we have found it difficult to recruit and have had a few new members of staff to recruit due to others moving into new roles. | |||
Knowledge and helpfulness of staff | 66.6% of respondents to the survey were satisfied and 6.7% neither satisfied nor dissatisfied.
| 65.1% of respondents to the survey were satisfied and 7.2% neither satisfied nor dissatisfied | 75% of respondents to the survey were satisfied and 4.5% neutral | As a result of staff shortages, we have had some new members of staff and so it does take time for them to build up their knowledge and gain experience. | |||
Officers listening and understanding skills | 66.% of respondents to the survey were satisfied and 6.7% neither satisfied nor dissatisfied
| 63.8% of respondents to the survey were satisfied and 10.8% neither satisfied nor dissatisfied | 65.9% of respondents to the survey were satisfied and 15.9% neutral | The move to online or telephone meetings with customers since Covid has made it harder for staff to demonstrate these skills and build a relationship with the customer. | |||
Explanation of what was required from you, in your Personalised Housing Plan (if applicable) | 60% of respondents to the survey were satisfied and 13.3% neither satisfied nor dissatisfied.
| 61.5% of respondents to the survey were satisfied and 15.7% neither satisfied nor dissatisfied | 72.7% of respondents to the survey were satisfied and 11.4% neutral | It is not surprising that customer satisfaction has fallen since customers are being required to commit to doing more themselves to fulfilling their obligations in the Personalised Housing Plan. This requires them to engage proactively which many chose not to do. These plans are discussed, developed and agreed with customers. | |||
Clarity of advice given (both verbal and written) | 60% of respondents to the survey were satisfied and 20% neither satisfied nor dissatisfied.
| 63.91% of respondents to the survey were satisfied and 7.2% neither satisfied nor dissatisfied | 68.2% of respondents to the survey were satisfied and 9.1% neutral | We will continue to monitor this to seek to understand how we can improve satisfaction in this area. | |||
Explanation of the reasons for any decisions made or assistance provided | 66.6% of respondents to the survey were satisfied and 6.7% neither satisfied nor dissatisfied.
| 55.4% of respondents to the survey were satisfied and 13.3% neither satisfied nor dissatisfied | 75% of respondents to the survey were satisfied and 9.1% neutral | We will continue to monitor this to seek to understand how we can improve satisfaction. | |||
The overall service that you received | 66.6% of respondents to the survey were satisfied with 0% neither satisfied nor dissatisfied. | 60.3% of respondents to the survey were satisfied and 6% neither satisfied nor dissatisfied | 70.4% of respondents to the survey were satisfied and 6.8% neutral | With a fully staffed team we will look to see how we can improve the service. | |||
Allocations Survey – for those who have joined the housing register |
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The information regarding our Allocations Policy |
| Survey introduced in 22/23 | Survey introduced in 22/23 |
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Knowledge and helpfulness of staff |
| Survey introduced in 22/23 | Survey introduced in 22/23 |
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Clarity of the advice given (both verbal and written) |
| Survey introduced in 22/23 | Survey introduced in 22/23 |
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Explanation of the reasons for any decisions made or assistance provided | 39.5% of respondents to the survey were satisfied and 28.9% neither satisfied nor dissatisfied.
| Survey introduced in 22/23 | Survey introduced in 22/23 |
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The overall service that you received |
| Survey introduced in 22/23 | Survey introduced in 22/23 |
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How are we performing?
Within the service we collect a large range of statistical information known as performance data. This allows us to measure how well we are doing in delivering different elements of the service and allows us to compare this over a quarterly or on an annual basis. We also compare our performance against other social landlords, this is known as benchmarking. This information is used to highlight any areas of concern or indeed areas where we are doing particularly well, For areas of concern officers will take responsibility for exploring what can be done to improve things, this could include research, talking to other high-performing landlords, setting up project groups or other measures.
Performance Description | Performance Quarter 1 2022-23 1st April to 30 June | Performance Quarter 1 2023-24 1st April to 30 June |
Housing Management | ||
Days taken to get an empty Retirement Living property ready and new occupants moved in | 34.12 | 19.57 |
Days taken to get an empty general needs property ready and new occupants moved in | 22.71 | 25.69 |
Percentage of rent received against amount due (includes rent collected from former tenants) | 96.5% | 95.98 |
Number of evictions | 5 | 1 |
Properties sold under the Right to Buy (RTB) | 1 | 1 |
Number of new cases of anti-social behaviour reported | 6 | 13 |
Property Services | ||
Repairs completed on time | 96.6% | 90% |
Satisfaction with Repairs | 92.66% | 90.34% |
Housing Development | ||
Number of new affordable homes built by the Council and Registered Housing Providers | 51 | 69 |
Housing Options and Homelessness | ||
Homelessness applications made and accepted | 112 | 109 |
Homelessness prevented or relieved | 26 | 33 |
Average Length of stay in Bed and Breakfast (for homelessness Households) | 15.5 weeks | 8.95 weeks |
Housing Service combined | ||
Stage 1 complaints received | 9 | 13 |
Stage 2 complaints receive | 2 | 1 |
How are we performing?
Within the service we collect a large range of statistical information known as performance data. This allows us to measure how well we are doing in delivering different elements of the service and allows us to compare this over a quarterly or on an annual basis. We also compare our performance against other social landlords, this is known as benchmarking. This information is used to highlight any areas of concern or indeed areas where we are doing particularly well, For areas of concern officers will take responsibility for exploring what can be done to improve things, this could include research, talking to other high-performing landlords, setting up project groups or other measures.
Performance Description | Performance Quarter 2 2022-23 1st July to 30th September | Performance Quarter 2 2023-24 1st July to 30th September |
Housing Management | ||
Days taken to get an empty Retirement Living property ready and new occupants moved in | With Chris | With Chris |
Days taken to get an empty general needs property ready and new occupants moved in | With Chris | With Chris |
Percentage of rent received against amount due (includes rent collected from former tenants) | 99.76% | 95.95% |
Number of evictions
| 2 | 1 |
Properties sold under the Right to Buy (RTB) | 3 | 0 |
Number of new cases of anti-social behaviour reported | 30 | 14 |
Property Services | ||
Repairs completed on time
| 98.5% | 89.5% |
Satisfaction with Repairs
| 95.83% | 90.83% before Sept – With Jordan |
Housing Development | ||
Number of new affordable homes built by the Council and Registered Housing Providers
| 51 | 79 |
Housing Options and Homelessness | ||
Homelessness applications made and accepted | 122 applications were made and 84 accepted | 101 applications were made and 86 accepted |
Homelessness prevented or relieved | 19 | 12 |
Average Length of stay in Bed and Breakfast (for homelessness Households) | 9.5 weeks | 12.5 weeks |
Housing Service combined | ||
Stage 1 complaints received | With Kirsty | With Kirsty |
Stage 2 complaints receive | With Kirsty | With Kirsty |
How are we performing?
Within the service we collect a large range of statistical information known as performance data. This allows us to measure how well we are doing in delivering different elements of the service and allows us to compare this over a quarterly or on an annual basis. We also compare our performance against other social landlords, this is known as benchmarking. This information is used to highlight any areas of concern or indeed areas where we are doing particularly well, for areas of concern officers will take responsibility for exploring what can be done to improve things, this could include research, talking to other high-performing landlords, setting up project groups or other measures.
Performance Description | Performance Quarter 3 1st October to 31st December 2023 | Performance Quarter 3 1st October to 31st December 2022 |
Housing Management | ||
Days taken to get an empty Retirement Living property ready and new occupants moved in | 51.25 | 57.55 |
Days taken to get an empty general needs property ready and new occupants moved in | 30.66 | 23.63 |
Percentage of rent received against amount due (includes rent collected from former tenants) | 98.86% | 98% |
Number of evictions – for rent arrears
| 0 | 1 |
Properties sold under the Right to Buy (RTB) | 3 | 6 |
Number of new cases of anti-social behaviour reported | 18 | 20 |
Property Services | ||
Repairs completed on time
| 91.8 | 94.8 |
Satisfaction with Repairs
| 92.95 | 91.49 |
Housing Development | ||
Number of new affordable homes built by the Council and Registered Housing Providers in the district
| 169 | 73 |
Housing Options and Homelessness | ||
Homelessness applications made and accepted (accepted are those owed a homelessness duty under the Homelessness legislation) | 109 made
8 accepted | 119 made
23 accepted |
Where homelessness has been prevented or relieved (for example through assistance to access private rented accommodation) | 22 | 65 |
Average Length of stay in Bed and Breakfast (for homelessness Households) | 14.09 weeks | 8.85 weeks / just under 8 weeks and 6 days |
Housing Service combined | ||
Stage 1 complaints received into the housing service | 15 | 6 |
Stage 2 complaints received into the housing service | 0 | 2 |