Housing performance 2024/25

The Government requires all councils to collect 22 Tenant Satisfaction Measures (TSMs). Councils gather TSMs every year and report them to the Regulator of Social Housing.

We also have to report our performance against the TSMs to our tenants every year. This is so you can see how your landlord is performing against the measures and hold us to account.

Some of these TSMs will be collected from our own performance records, others will be collected through our annual resident satisfaction survey.

Repairs

We monitor the number of repairs fixed first time, resident satisfaction and call volumes.

Repairs performance measurement	2024/25 results	2023/24 results	Our target for repairs performance
Amount of all repairs that were fixed first time	85%	85%	86%
Amount of residents who were satisfied with their last repair	88%	86%	88%
Amount of all calls answered by the repairs service (Housing Direct)	93%	95%	91.5%

Caretaking

We monitor how many inspections gave our standard of caretaking an A or B grade (the highest grades for caretaking inspections).

Caretaking performance measurement	2024/25 results	2023/24 results	Target for caretaking performance
Amount of inspections that were graded A or B	93%	90%	90%

Complaints

We record how many complaints we answer within 10 working days.

Complaint performance measurement	2024/25 results	2023/24 results	Target for complaints performance
Amount of stage 1 complaints that we answered in 10 working days	61%	79%	90%

Complaints received

Complaints received per 1,000 tenants	Complaints received in 2024/5	Complaints received in 2023/24
Stage 1 complaints received	68	71
Stage 2 complaints received	17	10

Gas safety checks completed

We monitor how many scheduled gas safety checks are completed in the year. 

Gas safety check performance	2024/25	2023/24	Target for completed gas checks
Amount of completed gas safety checks	99.6%	99.7%	100%

Find out more about our performance on safety checks in council homes under 'management information measures'.

Lettings

Social housing properties let by us every year are either owned by usl or by other registered providers such as Housing Associations that the council has nomination rights to.

We have a nomination agreement with all:

• the registered providers with property in the borough, for 50% of vacant properties with one bedroom and 75% of family sized vacancies
• new build developments that registered providers have built in Islington

All lettings and nominations are made in line with the Housing Allocation Scheme, the Annual Lettings Plan and the local lettings plan for new build schemes.

Number of properties let in 2024/25

The council let 995 properties in 2024/25. This was made up of 802 council-owned properties and 193 registered provider nominations.

Properties let by bedroom size

Number of bedrooms	None (studio)	One	Two	Three	Four	Five	Six
Number of properties let in 2024/25	41	445	332	135	34	7	1
Number of properties let in 2023/24	39	501	352	141	33	3	0
Number of properties let in 2022/23	40	524	358	165	28	4	3

There has been fewer properties that have become available for letting in both our own stock and in the number of registered provider properties that have been passed to us for nomination. This has meant that in 2024/2025, we could only house 6% of applicants on the Housing Register. 

Why there are fewer properties available to let

More lettings to new social housing tenants from temporary accommodation

The percentage of properties let to homeless applicants has increased from 36% in 2021/22 to 43% in 2024/25. 

By letting to more tenants that are new to social housing, there are fewer properties to share between social housing tenants already living in them. There is still pressure to increase this proportion because of overspending on temporary accommodation, causing more pressure on other budgets. 

Fewer new build properties ready for letting

As new build programmes slow down, fewer properties are available for letting. As these properties would mostly be offered to social housing tenants because of our local lettings programme, this means even less turnover in housing when current tenants move.

Fewer empty properties from registered providers for letting

As well as empty new build properties, we've seen a decrease in empty properties from registered providers that are usually let. These properties are down from 177 in 2021/22 to 137 properties in 2024/25.

We will meet with registered providers in 2026 to discuss the reasons for this.

Income and how we spend your rent

Income

Where housing services income comes from.

Source of income	Amount of total income (%)
Rent	84%
Service charges	12%
Commercial	1%
Car parks and garages	1%
Grants and other types of income	2%

Spending

We spend the total amount of rent that you pay on three main areas. 

What we spend your rent on	Amount of your total rent (%)
Running housing services	50%
Repairs, maintenance and major works	34%
Repaying loans and interest	16%

• Running housing services includes rent collection, dealing with anti-social behaviour and other tenancy matters, caretaking and letting of empty properties.
• Repairs, maintenance and major works includes day-to-day repairs to homes and communal areas and major improvements, such as lift renewal and replacing communal boilers.

Rent and service charges collection performance

Collecting rent

We are responsible for collecting the rent from around 23,000 council homes, at a total of over £200 million each year. It is important that we collect rent as it pays for all your services and maintaining your homes.

• We collected 99.92% of rent against a 100% target. 
• Outstanding payments (arrears) from the full amount of rent was 4.67%. 

Collecting service charges

Our goal is to provide good value home ownership services to our leaseholders and service charges helps us do that.

• We collected 97.57% of service charges.