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Hull City Council
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Tenant satisfaction survey 
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Tenant Services Authority (TSA)

Housing performance

We have produced an annual report to tell you how we performed last year. A copy of our annual report for 2011/12 is available to download below.

PDF Icon Annual report to tenants for 2011/12 (size: 2.2 Mb)
(link opens in new window)


You can see below how we are performing against the national standards so far this year. All figures are calculated up to the end of July 2012.

Tenant involvement and empowerment

2011/12  2012/13
Calls to 300 300 answered within 20 seconds of recorded message ending 81.4% 80.6%
Number of complaints received 1,304 295 to June
Complaints closed within two weeks 79.4% 86.8%*
Customer diversity information recorded 96.0% 96.1%
Service offers
We will visit you every three years as part of our Tenant Audit Programme 83.4% 82.8%


Home

2011/12 2012/13
Emergency repairs completed within timescale (two hours) 99.8% 99.9%
Repair appointments made and kept 96.3% 97.2%
Repairs completed 'right first time' 89.3% 90.8%
Repair jobs where operative showed their ID badge 91.2% 92.2%
Gas servicing carried out within 12 months of previous service 99.41% 98.65%
Tenants satisfied with repairs and maintenance service 93.2% 95.7%
New tenants satisfied with property condition 91.6% 92.2%
Service offers
We will complete major adaptations within 22 weeks of enquiry 40.5% 45.0%
We will offer appointments for all responsive repairs inside your home 96.6% 97.3%


Tenancy

2011/12 2012/13
Average empty property relet time (in days) 31 37
Proportion of lettings via HomeSearch 75.3% 68.6%
New tenancies lasting longer than 12 months 90.5% 90.9%
Number of overcrowded properties 3,184 3,097
Number of under-occupied properties 3,262 3,255
Number of Tenant Incentive Scheme lettings (downsizing) 173 78
New tenants satisfied with relet process 97.6% 97.2%
Proportion of rent collected 97.79% 97.62%
Rent paid by direct debit/standing order 28.0% 29.1%
Tenancies ending with arrears outstanding 1,415 469
Former tenancy arrears created in this financial year £529,463 £179,901
Former tenancy arrears payments £201,855 £64,667
Service offers
We will support qualifying council tenants who wish to downsize to smaller accommodation, providing they will not be overcrowded at their new address 173 TIS lettings; 208 bedrooms freed 78 TIS lettings; 92 bedrooms freed


Neighbourhood and community

2011/12 2012/13
Patch walks completed monthly 50.7% 53.3%
Number of antisocial behaviour cases 3,543 1,349
Antisocial behaviour service requests respond to within timescale 99.7% 99.8%
Service offers
We will continue to walk every 'patch' on a monthly basis - this service offer is currently being reviewed with tenant representatives 50.7% 53.3%

Contact us

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

Tel: 01482 300 300

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