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 three from 1 October to 31 December 2023. A KPI is a measure of how well we are doing.

Rent Collection for Quarter three was 90% Our target is 98%
Tenants in arrears by eight weeks or more in quarter three was 28% Our target is 5% This is not a good result - being 'in arrears' means owing rent. We had not received all of the increases in rent in this quarter. As a result, the percentage for arrears is higher and the rent collection (above) is lower than normal.
Tenant Satisfaction Measures - Tenants satisfied with Horton's service as landlord overall for quarter three was 97% Our target is 93%
Properties with a valid gas safety certificate this quarter was 100% our target 100%
Repairs completed in target time Emergency – this quarter was 99% our target 96% Urgent - this quarter was 90% our target 91% Routine – this quarter was 90% our target 91%
Satisfaction of repair received was 86% our target 100% Our Property Services administration team contacted some of you who had repairs to ask for your feedback. During quarter three: 32 calls for feedback on repairs were made. Of the 26 that answered the phone - 100% were ‘very satisfied’ with the repair. 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 nine formal complaints in quarter three. All formal complaints were answered within the target time.
Five cases of anti-social behaviour were still open from quarter two. There were four new reports of ASB during quarter three. All four complaints were responded to within the timescale. Five cases were closed during quarter three. Four remained open and ongoing.
Managing damp and mould We have set ourselves a new target which is to attend any reports of damp and mould within three working days, in order to assess the issues and where possible any issues that can be addressed immediately will be resolved the same day. 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. Quarter three We received 18 reports of damp or mould. All reports were attended to within the three working day timescale. (100%) Some of the issues required additional remedial works and these were set with a specific timeframe for the works to be completed. 16 out of 18 were completed within the specified timescale (89%) Two of the remedial works were delayed by a few days (11%). Quarter four (January to March 2024) We received 18 reports of damp or mould. All reports were attended to within the three working day timescale. (100%) All of the issues required additional works. These remedial works were set with a timeframe to be completed. 18 out of 18 were completed within the specified timescale (100%). 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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