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 Leadership Team.
Here are the latest Key Performance Indicator (KPI) figures for quarter 1 from 1 April to 30 June 2025. A KPI is a measure of how well we are doing.
Rent collection
98% our target
87%
Tenants in arrears by eight weeks or more
6% our target
7%
This is not a good result – being ‘in arrears’ means owing rent. This is higher than the last quarter, when the result was 5%. We are working with Housing Benefit departments to ensure rents are paid on time. Our accommodation services are collecting personal service charges from people, where needed. Services Directors and Heads of Service will work with teams to identify the reasons behind these increases and find solutions.
Properties with a valid gas safety certificate
100% our target
100%
Repairs completed in target time
Emergency – 97% our target
100%
Urgent – 91% our target
97%
Routine – 91% our target
87%
Satisfaction of repair received
92% our target
100%
Our Property Services administration team contacted some of you who had repairs to ask for your feedback. During quarter 1:
74 calls for feedback on repairs were made.
Of the 28 that answered the phone:
27 were ‘very satisfied’ with the repair
1 was ‘satisfied’.
Managing damp and mould
We had 11 new reports of damp and mould in quarter 1. 8 were attended to within the target of 3 days (73%).
The exceptions: 1 was access issues, and the other 2 didn’t require an initial visit. Works were ordered straight away based on photographs received.
All necessary remedial works were completed within target.
Our timescales for responding and dealing with damp and mould in line with Awaab’s Law were met in every case.
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/
Anti-Social Behaviour (ASB) incidents
During quarter 1, there were 5 ongoing cases of ASB carried forward from the previous quarter. 1 of the cases is now closed, leaving 4 with ongoing actions/monitoring.
There were 9 new reports of ASB during quarter 1. All reports were addressed within the timescales. The 9 reports remained open at the end of quarter 1 and were carried forward to quarter 2.
This left a total of 13 open cases carried forward to quarter 2 with ongoing actions/monitoring.
We received six formal complaints in quarter 1. All formal complaints were answered within the target time.