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Tenant Services Authority (TSA)

Housing performance

Our housing performance statistics are available in the tables below. All figures are calculated up to the end of December 2016.

Tenant involvement and empowerment

Putting our customers at the heart of everything we do

2015/2016  2016/2017
Calls to 01482 300 300 answered within 20 seconds of recorded message ending 53.0% 79.9%
Number of complaints received 966 610
Complaints closed within two weeks 77.4% 66.7%
Customer diversity information recorded 95.1% 94.8%

Home

Creating a better place to live in

2015/2016 2016/2017
Proportion of non decent council home 1.1%
Properties where decent homes works refused 15.9%
 
Emergency repairs completed within timescale (two hours) 100% 100%
Repair appointments made and kept 98.8% 99.2%
Repairs completed 'right first time' 91.8% 91.5% (3,747 respondents)
Repair jobs where operative showed their ID badge 93.8% 93.6% (3,747 respondents)
Gas servicing carried out within 12 months of previous service 99.86% 99.73%
Tenants satisfied with repairs and maintenance service 95.7% 95.7% (3,747 respondents)
New tenants satisfied with property condition 92.7% 93.9% (489 respondents)


Tenancy

Helping you to find a council home and supporting you once you are in it

2015/2016 2016/2017
Average empty property relet time (in days) 28 31
Proportion of lettings via HomeSearch 736.% 69.1%
New tenancies lasting longer than 12 months 91.8% 93.0%
Number of overcrowded properties 3,173 3,251
Number of under occupied properties 2,732 2,600
New tenants satisfied with relet process 96.4%  96.9% (489 respondents)
Proportion of rent collected 97.54% 97.66%
Rent paid by direct debit/standing order 29.1% 29.2%
Tenancies ending with arrears outstanding 1,401 1,029
Former tenancy arrears created in this financial year £622,400 £490,130
Former tenancy arrears payments £189,156 £164,585


Neighbourhood and community

Offering a safe and secure place to live

2015/2016 2016/2017
Housing Estate Walks with tenant volunteers 91 61
Number of antisocial behaviour cases 3,371 2,747
Antisocial behaviour service requests respond to within timescale 99.0% 99.6%

Contact us

Housing Services
Hull City Council
Kingston House
Bond Street
Hull
HU1 3ER

Tel: 01482 300 300

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