Performance news
The results for last autumn’s annual STAR survey of our tenants became available in December 2024. Overall, they show improvement in nearly every respect.
After a few years when satisfaction levels with us as a landlord were dipping or static, we are really pleased to see some solid improvement this time around. STAR stands for “Survey of Tenants and Residents”.
Overall satisfaction with us as a landlord has risen from 70.8% in autumn 2023 to 72.4% in autumn 2024, against a national average of 71.3%.
While this is a welcome improvement, we are working to make further improvements to services wherever we can.
The only key measure showing a significant reduction is “Satisfaction with the landlord’s approach to handling complaints”. This has dropped from 38.6% in autumn 2023 to 31.7% in autumn 2024, against a national average of 34.5%. We are looking in detail at the survey results to this question to learn what we can for the future.
Results of last autumn’s STAR survey will need to be shared with the Regulator of Social Housing in June. They make up 12 of the 22 figures that the Regulator requires us to share with them, and are given below.
| TSM Perception Measures | 2023/24 | National Average | 2024/25 |
|---|---|---|---|
| TP01 Overall satisfaction | 70.8% | 71.3% | 72.4% |
| TP02 Satisfaction with repairs | 76.4% | 72.3% | 77.4% |
| TP03 Satisfaction with time taken to complete the most recent repair | 72.5% | 67.4% | 75.6% |
| TP04 Satisfaction that the home is well-maintained | 72.9% | 70.8% | 75.4% |
| TP05 Satisfaction that the home is safe | 75.2% | 76.7% | 79.3% |
| TP06 Satisfaction that the landlord listens to the tenant's views and acts upon them | 59.5% | 60.4% | 66.2% |
| TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them | 65.3% | 70.3% | 71.1% |
| TP08 Agreement that the landlord treats tenants fairly and with respect | 73.6% | 76.8% | 79.8% |
| TP09 Satisfaction with the landlord's approach to handling complaints | 38.6% | 34.5% | 31.7% |
| TP10 Satisfaction that the landlord keeps communal areas clean and well-maintained | 64.7% | 65.1% | 64.1% |
| TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods | 54.9% | 63.1% | 65.5% |
| TP12 Satisfaction with the landlord's approach to handling anti-social behaviour | 52.3% | 57.8% | 56.6% |
The spring 2025 edition of Hull Housing News includes an article on this issue, headed “performance focus”.
Since April 2024, the Regulator of Social Housing has required all Registered Providers, including us, to make sure that all services provided to our tenants meet 4 new standards.
These are -
- Safety and Quality Standard including -
- stock quality
- decency
- health and safety
- repairs
- Transparency, Influence and Accountability Standard including -
- fairness and respect
- diverse needs
- engagement with tenants
- information
- Neighbourhood and Community Standard, including -
- safety of shared spaces
- anti-social behaviour
- hate incidents.
- Tenancy Standard including -
- allocations and lettings
- tenancy sustainment
- evictions
Overall responsibility for compliance with these new standards lies with Mark Nearney, Executive Director of Housing and Communities.
Mark is supported by 6 Heads of Service -
- Area and Neighbourhood Management - Debbie Akester - including responsibility for the management of -
- tenancy and neighbourhood
- income collection
- high-rise tenancy issues
- Contracting and Investment - Brad Smith - including responsibility for -
- overseeing repairs, maintenance, and improvement services, delivered by our contractor partners, including KWL (Kingstown Works Ltd)
- administering the right to buy
- leasehold management
- Housing Access and Wellbeing - Ria Toutountzi - including responsibility for -
- letting empty Council homes
- managing our sheltered housing offer
- Strategy Market Intervention and Growth - Ben Hanson - including responsibility for -
- new-build and regeneration programmes
- Business Development and Change - Emma Warwick - including responsibility for -
- policy
- tenant engagement
- customer feedback performance
- collection of former tenant arrears
- Building Safety - Becky Franks - including responsibility for -
- safe maintenance of our high-rise bocks
Their annual pay, like other senior council managers, as of April 2025, is -
- Assistant Director Grade 16 - £97,562
- Head of Service Grade 14 - £74,287
Our management costs
The money you pay in rent is used towards the cost of providing you with the services you receive as a council tenant. The main items of expenditure are repairs and maintenance, investment in homes, operating costs and borrowing costs.
| Income | Amount per £1 |
|---|---|
| Council home rents | 92p |
| Other rents e.g Garages | 1p |
| Service charges | 6p |
| Other income | 1p |
| Expenditure | Amount per £1 |
|---|---|
| Repairs and maintainence | 28p - Repairs and maintainence of Council homes |
| Housing management | 29p - This covers the day to day cost of providing a landlord service including staff |
| Investment in current homes | 35p - Making improvements to exisiting homes, for example new kitchens |
| Cost of borrowing | 6p - Costs associated with servicing debt which allows us to invest in more homes |
| Other costs | 2p |