Agenda item

The Housing Review Board were presented with key performance indicators (KPIs) for quarter 4 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.

100.43% of rent was collected in quarter 4, 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. Rent arrears as a percentage of annual rent debt was 1.17%, the target was 2.38%.  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.

There were 38 open Anti Social Behaviour (ASB) cases that the estates team were currently dealing with, with 11 reported in quarter 4.  This involvement could range from monitoring cases through to preparing court paperwork to commence legal proceedings.  Although eviction was a last resort, there had been 5 evictions in quarter 4; two were for rent arrears, two for trespass and one eviction from temporary accommodation.

100% of estate inspections had been completed in the six-month cycle.

Tenancy visits were a joint objective for the Estate Management and Sheltered Housing.  The purpose of the visits was to not only offer support to the tenant but to also identify any tenancy management issues, wellbeing/safeguarding concerns, and issues of disrepair. Any changes to the tenant’s situation were recorded on EDDC systems.  27.44% of general purpose tenancies were visited in 2025/26.  This was below the target of 33% but two officers had been absent for a quarter of the year.  The Tenancy Services Manager reported that 95.4% of sheltered tenancies had been visited in 2025/26.  The remaining 4.6% sheltered tenancies had not been visited due to those opting out of support, access issues and tenants being in respite care.

18 new tenant visits had been completed within target (95%), with 0 new tenant visits currently outstanding.  Tenant visits within the first 10 weeks of tenancy start date was set so that any issues with the tenant could be addressed at an early stage and would enable tenancy sustainment and identify social housing fraud.

The Tenancy Services Manager outlined the work of the Communities Team, which included:

·        Getting to know you survey.

·        Roaming hubs.

·        Community hubs.

·        Resident Connect Festival.

It was noted that there had been nine households (sheltered and general needs) decanted to temporary accommodation, primarily due to the condition of their property.  Six EDDC properties were being used as decant accommodation, thereby reducing the need to use costly temporary accommodation.  Feedback from the tenants that had been decanted was positive.

The Director – Housing and Health thanked the Tenancy Services Manager and his team for the incredible service turnaround and commended the team for all their hard work.

RESOLVED:  that the housing performance report – tenancy services quarter 4 (2025/26) is noted.