Agenda item

The Housing Review Board were presented with key performance indicators (KPIs) for quarter 3 of 2025/26 for tenancy services.  The Tenancy Services Manager (Regulated Services) gave a presentation which summarised performance actions being taken to improve performance in rentals, estate management and sheltered housing functions within tenancy services.

100.19% of rent was collected in quarter 3, above the target of 98%.  The rental collection figure was over 100% as rent was also collected for former tenancies, therefore counting towards income for that period.  The rentals team demonstrated high performance with low tenant rent arrears and were within the top 25% of landlords nationally and the Tenancy Services Manager congratulated the Rental Manager and her team.

It was noted that there was a significant decrease in the number of Anti Social Behaviour (ASB) cases reported in quarter 3 compared to previous quarters.  There were no evictions for quarter 3 of 2025/26, although there were court proceedings in progress due to rent arrears and ASB which could lead to evictions in the coming months.  42.36% of estate inspections had been completed in the first half of the six month cycle.

Tenancy visits were a joint objective for the Estate Management and Sheltered Housing teams.  The purpose of visits was to not only offer support to tenants, but also to identify any tenancy management issues, wellbeing/safeguarding concerns and issues of disrepair.  The estates team were on target to complete visits to general needs tenants.  The estate management team were nearing full staff capacity and it was anticipated that the number of tenancy visits to general purpose properties would increase as a result.  The target for sheltered housing tenants to be visited every year was 100%.  So far 60.42% visits had been undertaken in 2025/26.  Sheltered housing managers would be taking a more proactive approach to ensure that Mobile Support Officers were undertaking their tenancy visits.  It was noted that initial findings indicated that visits had been taking place, but not recorded on the systems.  Improvements were required in new tenant visits to be completed within 10 weeks of the tenancy start date.  There were 18 new tenant visits outstanding across general needs and sheltered housing.  Managers would be regularly monitoring team and individual performance to drive improvements in this area.  The Tenancy Services Manager outlined other areas of improvement that was anticipated through the successful recruitment of outstanding posts in the estate management team.

The Tenancy Services Manager informed the Board that the Communities Team had provided seven Community Festive Hubs across the district, giving 210 hot Christmas meals to tenants.  Activities included balloon modelling and Christmas crafts, decorating community spaces and carol singing.  Colleagues from Devon Communities Together also attended the festive hubs to provide advice on staying warm and safe during the colder months and supported residents with practical guidance at a crucial time.  In addition, mobile support officers arranged a carol service, lunch and festive quiz for 30 residents at Palmer House.

In response to a question, it was reported that tenant scrutiny/consultation fed into strategy and policy processes.

RESOLVED:  that the housing performance report – tenancy services quarter 3 (2025/2026) is noted.