How we are performing
See how tenant feedback has improved services - You said, We did.
At Kirklees Homes and Neighbourhoods, we are committed to being open about how well we are performing and how we are improving the services you rely on. This page brings together our latest annual reports, satisfaction results, and performance information so you can see how we are meeting our responsibilities as your landlord.
Annual reports
- Landlord performance report 2024-2025
- Homes and Neighbourhoods Annual Report 2025-2026
- Homes and Neighbourhoods Annual Report 2024-2025
- Homes and Neighbourhoods Annual Report 2023-2024
- Homes and Neighbourhoods Annual Report 2022-2023
- Homes and Neighbourhoods Annual Report 2021-2022
- Annual Report Digest for Tenants 2021-2022
- Homes and Neighbourhoods Annual Complaints and Service Improvement Report 2025
Tenant Satisfaction Measures (TSMs)
The Regulator of Social Housing has established a set of Tenant Satisfaction Measures (TSMs) to ensure that social housing landlords provide high-quality homes and services. These measures record how tenants feel about their home and the services they receive. They also help show how well social housing landlords are doing in important areas, such as repairs, safety, complaints, and communication. We send our results to the Regulator of Social Housing once a year.
Tenant Perception Survey
We carry out a tenant perception survey twice a year to help us understand tenant satisfaction with our services. Some residents will receive an invitation to take part; E-mails will come from 'Kirklees Housing Survey' Email kirklees@arpsurveys.co.uk.
The sample of tenants is randomly selected and is big enough to make sure we get statistically reliable results.
If you receive a call about the survey, it will come from Phone 01908 278308. This is the number of the Prevision Research call centre in Milton Keynes who are carrying out the surveys on behalf of Kirklees Council.
What TSMs mean for tenants
- Tenants' feedback is formally collected and used to assess our performance and make sure we are delivering on what is most important to them.
- Tenants get a view of how well we are performing on key areas like repairs, safety, communication, and complaints handling.
- The results highlight where improvements are needed, driving higher standards.
All the results of the TSMs from 2023/24, 2024/25 and 2025/26 and the approach taken to ensure the survey was representative of all tenants can be found at Tenant Satisfaction Measures Survey results 2025-2026. If you would like to review the original survey questions, a copy can be found at Tenant Satisfaction Survey 2025.
Mid-year progress for 2025/26 can be found at Tenant Satisfaction Measures 2025/26 - Mid-year progress or seen below:
| Performance | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| BS01 Gas safety checks completed. | 99.9% | 99.9% | 99.9% |
| BS02 Fire safety checks completed. | 81.7% | 94.5% | 100% |
| BS03 Asbestos safety checks completed. | 100% | 100% | 100% |
| BS04 Water safety checks completed. | 6.5% | 78.8% | 100% |
| BS05 Lift safety checks completed. | 100% | 100% | 100% |
| RP01 Homes that do not meet the Decent Homes Standard. | 14.4% | 21.7% | 13.8% |
| RP02 (part 1) Non-emergency repairs completed within target timescale which is 25 working days. | 86.5% | 84.2% | 89.5% |
| RP02 (part 2) Emergency repairs completed within target timescale which is 24 hours. | 94.7% | 95.7% | 95.3% |
| CH01 Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties). | 38.5 per 1000 homes | 36.2 per 1000 homes | 32.9 per 1000 homes |
| CH01 Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties). | 9.4 per 1000 homes | 11.7 per 1000 homes | 9.4 per 1000 homes |
| CH02 Stage 1 complaints responded to within Complaint Handling Code timescales. | 73.3% | 69.6% | 69.2% |
| CH02 Stage 2 complaints responded to within Complaint Handling Code timescales. | 68.2% | 58.9% | 69.8% |
| NM01 (part 1) Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties). | 25.4 per 1000 homes | 24.2 per 1000 homes | 30.3 per 1000 homes |
| NM01 (part 2) Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties). | 4.5 per 1000 homes | 4 per 1000 homes | 5.7 per 1000 homes |
| Performance | 2023/24 | 2024/25 | 2025/26 |
|---|---|---|---|
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 63.2% | 57% | 67% |
| TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 68.8% | 67% | 75% |
| TP03 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 66.3% | 64% | 72% |
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained. | 63.4% | 59% | 67% |
| TP05 Proportion of respondents who report that they are satisfied that their home is safe. | 69.4% | 66% | 73% |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 53.2% | 50% | 58% |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 60.7% | 57% | 67% |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 73.4% | 69% | 75% |
| TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 23.2% | 22% | 25% |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 56.1% | 46% | 54% |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 54.9% | 50% | 59% |
| TP12 Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 46.5% | 40% | 47% |
Complaints
Our complaints report explains how customer complaints have been received, handled, and resolved over the year. It helps us identify trends and drive continuous improvement. We publish our own annual reports covering the complaints we have received and share the Housing Ombudsman's report that reviews the complaints that have escalated beyond our complaints process.
- Homes and Neighbourhoods Complaints Handling Performance Quarter 3 - 25-26
- Complaints Handling Code Self Assessment
- Homes and Neighbourhoods Annual Complaints and Service Improvement Report 2025
- The Joint Complaint Handling Code from the Housing Ombudsman and Local Government and Social Care Ombudsman
Quarterly performance
We regularly check performance across all our services to understand how well our services are working and to make sure we meet important safety and legal requirements. We do this by using Key Performance Indicators, also known as KPIs. These help us check if a service is working well and if we need to make improvements. We share this information with our Tenant Led Panel, senior leaders, and the Homes and Neighbourhoods Improvement Board. We also publish performance updates every quarter so tenants can see how we are doing.
A financial year is split into four parts that are known as quarters. Each quarter covers three months:
- Quarter 1: April to June
- Quarter 2: July to September
- Quarter 3: October to December
- Quarter 4: January to March
These four quarters make up the full financial year.
Some of our key performance indicators are linked to the Tenant Satisfaction Measures (TSMs) that we send to the Regulator of Social Housing once a year. The numbers in our quarterly performance updates may sometimes be a little different from the Tenant Satisfaction Measure (TSMs) numbers we report at the end of the year. This is because the number of homes we manage can change during the year. For example, homes may be empty, sold or bought and these changes can affect how some results are worked out.
You will see that we use the term 'Year to Date' or YTD, in our quarterly reports. Year to Date (YTD) means the numbers we are reporting include everything that has happened so far in the financial year up to the end of the quarter shown.
| Measure | Q2 25/26 | Q3 25/26 | Q4 25/26 | Q1 26/27 |
|---|---|---|---|---|
| % of required communal gas safety checks carried out | 100.00% | 100.00% | 100.00% | 100.00% |
| % of required domestic gas safety checks carried out | 99.90% | 99.87% | 99.91% | 99.88% |
| % of required communal electric safety checks carried out | 100.00% | 100.00% | 100.00% | 100.00% |
| % of required domestic electric safety checks carried out | 98.62% | 99.63% | 99.69% | 99.65% |
| % of required fire risk assessments carried out | 100.00% | 97.61% | 100.00% | 100.00% |
| % of required communal asbestos re-inspections carried out | 100.00% | 100.00% | 100.00% | 100.00% |
| % of required communal legionella risk assessments carried out | 100.00% | 100.00% | 100.00% | 100.00% |
| % of required lift safety checks carried out | 97.78% | 95.12% | 100.00% | 100.00% |
| Measure | Q2 25/26 | Q3 25/26 | Q4 25/26 | Q1 26/27 |
|---|---|---|---|---|
| Non-emergency repairs completed within the target timescale (YTD) | 86.90% | 88.54% | 89.34% | 89.37% |
| Emergency repairs completed within the target timescale (YTD) | 95.82% | 95.77% | 95.40% | 95.88% |
| % of Repairs Right First Time (First Fix, YTD) | 92.20% | 93.02% | 94.17% | 95.62% |
| Average number of calendar days taken to complete repairs | 16.3 | 14.00 | 13.14 | 14.03 |
| Measure | Q2 25/26 | Q3 25/26 | Q4 25/26 | Q1 26/27 |
|---|---|---|---|---|
| Total open cases of Damp, Mould & Condensation | 188 | 393 | 379 | 158 |
| Measure | Q2 25/26 | Q3 25/26 | Q4 25/26 | Q1 26/27 |
|---|---|---|---|---|
| Stage 1 complaints made per 1,000 homes (YTD) | 18.69 | 28.01 | 37.29 | 14.33 |
| Stage 2 complaints made per 1,000 homes (YTD) | 4.97 | 8.09 | 10.79 | 3.77 |
| Stage 1 complaints responded to within Complaint Handling Code timescales (YTD) | 91.06% | 82.88% | 71.54% | 65.46% |
| Stage 2 complaints responded to within Complaint Handling Code timescales (YTD) | 91.43% | 84.24% | 77.83% | 81.25% |
| Measure | Q2 25/26 | Q3 25/26 | Q4 25/26 | Q1 26/27 |
|---|---|---|---|---|
| Average time taken to answer inbound telephone calls (in seconds) | 340 | 329 | 360 | 631 |
| Percentage of calls answered | 78.00% | 78.61% | 76.48% | 59.59% |
| Measure | Q2 25/26 | Q3 25/26 | Q4 25/26 | Q1 26/27 |
|---|---|---|---|---|
| ASB cases opened per 1,000 homes (YTD) | 14.10 | 22.95 | 29.72 | 9.30 |
| ASB cases involving hate incidents per 1,000 homes (YTD) | 2.60 | 4.73 | 5.63 | 1.45 |
