Housing Performance
At Ashford Borough Council, we are committed to ensuring our tenants have access to information to evaluate our performance as a landlord. We have published our repairs and complaints statistics, month by month. Our Antisocial behaviour feedback survey statistics are on a quarterly basis, and our TSM results, on a yearly basis.
Antisocial Behaviour
| . | Q1 2024 | Q1 2025 |
|---|---|---|
| Ease of reporting Antisocial Behaviour | 50% | 50% |
| Confidence in knowledge and training of those handling the case | 50% | 50% |
| Did we provide sufficient updates with the case? | 25% | 0% |
| Did we deal with your case in a timely manner? | 13% | 0% |
Complaints and repairs
July 2024
Our repairs team made 932 appointments, 88% of urgent appointments were attended to within urgent timescales and 57% of routine appointments were attended to within routine timescales.
Our housing service received 49 complaints, 53% were responded to within set timescales.
August 2024
Our repairs team made 540 appointments, 91% of urgent appointments were attended to within urgent timescales and 60% of routine appointments were attended to within routine timescales.
Our housing service received 44 complaints, 82% were responded to within set timescales.
September 2024
Our repairs team made 699 appointments, 76% of urgent appointments were attended to within urgent timescales and 59% of routine appointments were attended to within routine timescales.
Our housing service received 36 complaints, 64% were responded to within set timescales.
October 2024
Our repairs team made 932 appointments, 88% of urgent appointments were attended to within urgent timescales and 68% of routine appointments were attended to within routine timescales.
Our housing service received 57 complaints, 77% were responded to within set timescales.
November 2024
Our repairs team made 722 appointments, 100% of urgent appointments were attended to within urgent
timescales and 81% of routine appointments were attended to within routine timescales.
Our housing service received 54 complaints, 80% were responded to within set timescales.
December 2024
Our repairs team made 338 appointments, 100% of urgent appointments were attended to within urgent
timescales and 78% of routine appointments were attended to within routine timescales.
Our housing service received 42 complaints, 86% were responded to within set timescales.
Tenant Satisfaction Survey
Each year we conduct a perception survey to measure satisfaction among our tenants across 12 key areas. The questions that are asked are set out by central government and are as follows:
- Overall satisfaction
- Satisfaction with repairs
- Satisfaction with time taken to complete most recent repair
- Satisfaction that the home is well maintained
- Satisfaction that the home is safe
- Satisfaction that the landlord listens to tenant views and acts upon them
- Satisfaction that the landlord keeps tenants informed about things that matter to them
- Agreement that the landlord treats tenants fairly and with respect
- Satisfaction with the landlord’s approach to handling complaints
- Satisfaction that the landlord keeps communal areas clean and well maintained
- Satisfaction that the landlord makes a positive contribution to neighbourhoods
- Satisfaction with the landlord’s approach to handling anti-social behaviour
The perception survey was introduced in 2023 and the next survey will be conducted towards the end of this year. You can find the results of our previous surveys below:
| . | Year One Results (2023/24) | Year Two Results (2024/25) |
|---|---|---|
| Overall satisfaction | 63.% | 59% |
| Repairs service | 65% | 62% |
| Repair completion time | 59% | 53% |
| Well maintained home | 66% | 61% |
| Safety of home | 72% | 69% |
| Listens and acts | 49% | 45% |
| Keeps me informed | 60% | 60% |
| Respectful and fair | 67% | 60% |
| Complaint Handling | 27% | 25% |
| Communal areas | 62% | 56% |
| Positive neighbourhood contribution | 52% | 50% |
| Antisocial behaviour | 45% | 48% |
