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 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.
- 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 monitor performance across all our services to understand how the business is performing and monitor key areas of compliance. We track how well our services are working and make sure we meet important safety and legal requirements. We share this information with our Tenant Led Panel, senior leaders, and the Homes and Neighbourhoods Improvement Board. We will publish some of the key performance updates every quarter so tenants can see how we are doing.
Some of the performance measures are aligned to the Tenant Satisfaction Measures (TSMs), which we submit to the Regulator of Social Housing annually. Sometimes the figures in our quarterly updates may be slightly different from the Tenant Satisfaction Measures (TSMs) we report at the end of the year. This is because the number of homes we manage can change during the year (for example, when homes are empty, sold, or purchased) and that affects how some results are worked out.
We use the term of Year to Date (YTD) in the KPIs, this is where the figure includes all activity in the financial year until the end of the quarter period. In this report Year to Date (YTD) means the figure includes everything that has happened so far in the financial year up to the end of the quarter shown. The quarters are:
- Quarter 1 - 1st April to 30th June
- Quarter 2 1st July to 30th September
- Quarter 3 1st October - 31st December
- Quarter 4 and 1st January to 31st March
These four quarters are the financial year.
| Measure | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| % of required communal gas safety checks carried out | 100.00% | 100.00% | 100.00% | 100.00% |
| % of required domestic gas safety checks carried out | 99.89% | 99.90% | 99.87% | 99.91% |
| % of required communal electric safety checks carried out | 100.00% | 100.00% | 100.00% | 100.00% |
| % of required domestic electric safety checks carried out | 98.68% | 99.62% | 99.63% | 99.69% |
| Proportion of homes for which all required gas safety checks have been carried out | 99.89% | 99.90% | 99.87% | 99.91% |
| % of required fire risk assessments carried out | 100.00% | 100.00% | 97.61% | 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 Domestic legionella risk assessments carried out | 74.50% | 99.18% | 99.83% | 99.86% |
| % of required lift safety checks carried out | 100.00% | 97.78% | 95.12% | 100.00% |
| Measure | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| Non-emergency repairs completed within the target timescale (YTD) | 83.7% | 86.90% | 88.54% | 89.34% |
| Emergency repairs completed within the target timescale (YTD) | 96.0% | 95.82% | 95.77% | 95.40% |
| % of Repairs Right First Time (First Fix, YTD) | 96.03% | 92.20% | 93.02% | 94.17% |
| Average number of calendar days taken to complete repairs | 20.18 | 16.3 | 14.00 | 13.14 |
| Measure | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| Total open cases of Damp, Mould & Condensation | 463 | 188 | 393 | 379 |
| Measure | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| Stage 1 complaints made per 1,000 homes (YTD) | 8.80 | 18.69 | 28.01 | 37.29 |
| Stage 2 complaints made per 1,000 homes (YTD) | 2.46 | 4.97 | 8.09 | 10.79 |
| Stage 1 complaints responded to within Complaint Handling Code timescales (YTD) | 85.3% | 91.06% | 82.88% | 71.54% |
| Stage 2 complaints responded to within Complaint Handling Code timescales (YTD) | 92.2% | 91.43% | 84.24% | 77.83% |
| Measure | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| Average time taken to answer inbound telephone calls (in seconds) | 431 | 340 | 329 | 360 |
| Percentage of calls answered | 73.00% | 78.00% | 78.61% | 76.48% |
| Measure | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| ASB cases opened per 1,000 homes (YTD) | 6.44 | 14.10 | 22.95 | 29.72 |
| ASB cases involving hate incidents per 1,000 homes (YTD) | 1.18 | 2.60 | 4.73 | 5.63 |
