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 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 tenant views and acts upon them | 59.5% | 60.4% | 66.2% |
| TP07 Satisfaction that the landlord keeps tenants informed about tings 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 against these new standards lies with Mark Nearney, Assistant Director, Neighbourhoods and Housing.
Mark is supported by 5 Heads of Service and our Building Safety Manager -
- 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 Manager – Becky Franks – including responsibility for -
- safe maintenance of our high rise bocks
Their annual pay like other senior council managers at September 2024 is -
- assistant director Grade 16 - £92,231
- head of service Grade 14 - £70,228
Our management costs
Like most businesses, our financial year runs from April to March. For financial year 1 April 2023 to 31 March 2024, our total spending from the HRA (Housing Revenue Account) was £93.573m.
How we spent our rent income -
- 46% - planned works (including funding for capital schemes)
- 11% - responsive repairs
- 23% - staff costs
- 1% - bad debts
- 13% - debt interest and repayments
- 6% - void works
All above figures are rounded to nearest 1%.