How we are performing
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 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.
We carry out a tenant perception survey twice a year.
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 has been 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 get a view of how well we are performing on key areas like repairs, safety, communication, and complaints handling.
- Tenants' own feedback is formally collected and used to assess our performance, and make sure we are delivering on what is most important to them.
- The results highlight where improvements are needed, driving higher standards.
All the results of the TSMs from 2023/24 and 2024/25 and the approach taken to ensure the survey was representative of all tenants can be found at Tenant Satisfaction Measures Survey results 2024-2025
Mid-year progress for 2025/26 can be found at Tenant Satisfaction Measures 2025/26 - Mid-year progress or seen below:
| Measure | April - July 2025 |
|---|---|
| RP01 Homes that do not meet the A decent home: definition and guidance | Not available as this is an annual measure |
| RP02 Non-emergency repairs completed within target timescale which is 25 working days | 85.2% |
| RP02 Emergency repairs completed within target timescale which is 48 hours | 95.9% |
| BS01 Gas safety checks completed | 99.8% |
| BS02 Fire safety checks completed | 100% |
| BS03 Asbestos safety checks completed | 100% |
| BS04 Water safety checks completed | 74.5% |
| BS05 Lift safety checks completed | 93.3% |
| CH01 Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 11.8 per 1000 homes |
| CH01 Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 3.5 per 1000 homes |
| CH02 Stage 1 complaints responded to within Complaint Handling Code timescales | 87.6% |
| CH02 Stage 2 complaints responded to within Complaint Handling Code timescales | 92.7% |
| NM01 Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 9.8 per 1000 homes |
| NM02 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) | 1.85 per 1000 homes |
| Measure | Percentage mid year 25/26 |
|---|---|
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 65% |
| 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. | 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. | 72% |
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained. | 68% |
| TP05 Proportion of respondents who report that they are satisfied that their home is safe. | 73% |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 58% |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 64% |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 74% |
| 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. | 26% |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 55% |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 55% |
| TP12 Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 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.
