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How are we doing?

At Horton Housing we aim to provide excellent services and always look for ways to improve them.

Every three months we look at our performance to see how we’re doing. We measure ourselves against targets based on the performance of a group of other good housing providers, where available. Other measures are set by Horton Housing’s Management Board and Senior Management Team.

Here are the latest Key Performance Indicator (KPI) figures for quarter two from 1 July to 30 September 2024. A KPI is a measure of how well we are doing.

Our rent collection for quarter two was 107%. Our target is 99%
Tenants in arrears by eight weeks or more. Percentage for quarter two is 9% Our target is 6% This is not a good result - being ‘in arrears’ means owing rent. The percentage in this quarter is lower than the percentage in quarter one. We are hoping this continues in the next quarter as we are nearly on target. Most rents have been agreed and paid in full.
Properties with a valid gas safety certificate 100% for quarter two 100% our target
Satisfaction of repair received our percentage for quarter two is 98% our target is 92% Our Property Services administration team contacted some of you who had repairs to ask for your feedback. During quarter two: 87 calls were made. Of the 69 that answered the phone: 66 were very satisfied with the repair 2 were satisfied 1 was neither satisfied nor dissatisfied. You can tell us about how satisfied you are with your repairs by completing the repair satisfaction postcard or completing feedback online.

Let us know what you thought about your repair by completing Your repair feedback online survey.

We received 10 formal complaints in quarter two. All formal complaints were answered within the target time.
Anti-Social Behaviour (ASB) incidents During quarter two, eight cases of ASB were still open from quarter one. Two of the cases were closed in quarter two and six cases had ongoing actions. There were seven new reports of ASB during quarter two. All new reports were responded to within the timescale. One of the seven new cases was closed during the quarter. This left a total of 12 open cases which are under action and are being monitored.
Managing damp and mould We have a target to attend to any reports of damp and mould within three working days. This is done in order to assess the issues, and where possible, any issues that can be addressed immediately will be resolved the same day. For more complex works, for example a leaking roof, we will set a reasonable timescale for the work to be completed. This is called remedial works. We received seven reports of damp or mould in quarter two. All reports were attended to within the target of three days. (100%) All further remedial works were completed within target. Six were logged as urgent and completed within the required three days. One was logged as routine and that was completed within the target of 28 days. Please help us by reporting any issues with damp and mould as early as possible. You can find out more about damp and mould on our website: https://hortonhousing.co.uk/preventing-damp-and-mould-in-your-home/

Visit our webpage to find out more about damp and mould.

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