2 Strategic Report including Operating and Financial Review
COMPLIANCE METRICS
2024
2023
Target
Gas safety checks 1 Lift safety checks 1
100.0% 99.8% 99.3% 100.0% 100.0% 100.0%
100.0% 100.0% 99.5% 100%
100.0% 100.0% 100.0% 100.0% 100.0%
Fixed electrical wiring inspections 1 Fire safety inspections 1 Water safety checks (Legionella risk assessments) 1 Asbestos safety checks 1
100% 100%
100.0% 1 Metric included in Tenant Satisfaction Measures reporting to Regulator of Social Housing
Tenant Satisfaction Measures With effect from 1 April 2023, the Regulator of Social Housing (RSH, the Regulator) requires social housing providers to report annually on a series of Tenant Satisfaction Measures (TSM). The measures are intended to make landlords’ performance more visible to tenants, and help tenants hold their landlords to account. There are 22 measures in total: 10 of which are measured directly by landlords according to regulatory definitions, and 12 of which are measured by landlords carrying out tenant perception surveys. The TSM focus on five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints, and responsible neighbourhood management.
The outcomes of the five building safety TSM are included in the table above. The remaining measures relating to anti-social behaviour, repairs performance and complaints are shown below, along with the results from our tenant perception surveys. Where required, the data is broken down by low-cost rental accommodation (LCRA) and/or low-cost homeownership (LCHO) according to the requirements set by the RSH. We are working with our formal resident groups to ensure that the outcomes of the TSM can be used to improve our services and the resident experience. It is a requirement that all providers make a summary of the TSM data available to residents and other stakeholders by 30 June each year. The data was published to our website in June 2024 in compliance with this requirement and can be viewed at the following location: www.anchor.org.uk/ existing-residents/our-performance
ANTI-SOCIAL BEHAVIOUR
LCRA & LCHO (combined)
Number of anti-social behaviour cases, opened per 1,000 homes.
18 0.4
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
DECENT HOMES STANDARD & REPAIRS
LCRA 0.3% 77.2% 62.7%
LCHO
Proportion of homes that do not meet the Decent Homes Standard Proportion of non-emergency responsive repairs completed within the landlord’s target timescale Proportion of emergency responsive repairs completed within the landlord’s target timescale COMPLAINTS Number of stage one complaints received per 1,000 homes Number of stage two complaints received per 1,000 homes Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
55
46
5
5
76.9% 76.1%
64.9% 50.0%
27 93 of our homes (0.26%) in fourteen locations did not meet the Decent Homes Standard as at 31 March 2024. 89 of these failed to meet the Standard’s requirement to provide a reasonable degree of thermal comfort, and four did not meet the current statutory minimum standard for housing (HHSRS) with a SAP score below 35. Rectification works will be carried out during the next financial year.
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