Performance
How we manage performance
Our performance measures reflect a mix of national regulatory measures, operational information and local priorities. This enables a balanced assessment of how Derby Homes is performing.
The Tenant Satisfaction Measures (TSMs) as defined and required by the Regulator of Social Housing are performance measures that all registered providers must meet. The figures for Derby City Council and Derby Homes are published here.
Performance is regularly reported to Derby Homes Board and committees. Reports can be found by searching or navigating to current and past meeting documents on the Committee Management Information System (CMIS).
To ensure we're delivering high-quality services, we:
- measure, monitor and take action against the Tenant Satisfaction Measures
- listen to feedback we get from customers and staff
- encourage a culture of excellence and continuous improvement
- set and review meaningful targets
- address poor performance in a positive and proactive way
Derby Homes' Delivery Plan
Our Delivery Plan sets out our strategic and operational targets, and how we will achieve them. It also takes into account our stakeholders’ interests and concerns. By outlining our priorities, we give clear direction to everyone involved in Derby Homes. We update this plan each year and then it goes to Derby Homes Board and the Council Cabinet for approval.
You can find our current Delivery Plan in our Policies and Documents section.
Social Housing Regulation
Council and other social housing is regulated by the Regulator of Social Housing (RSH). This is an independent, non-departmental public body, sponsored by the Department for Levelling Up, Housing and Communities. They regulate registered providers of social housing to promote a 'viable, efficient and well-governed social housing sector able to deliver and maintain homes of appropriate quality that meet a range of needs. Read more at: Regulating the standards.
The current approach is one of co-regulation, with Board members and councillors being responsible for ensuring that housing providers are being managed effectively and meeting regulatory requirements. Landlords and providers must also support tenants to shape and scrutinise service delivery. This includes ensuring they have the information and opportunities to hold boards and councillors to account.
Registered providers we report on
Derby Homes manages and maintains Derby City Council's housing stock. The Council is classed as a 'large provider', owning a stock of more than 1,000 homes.
Derby Homes is also a Registered Provider and has its own housing stock of just over 100 properties for rent.
The Regulator of Social Housing’s Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures called the Tenant Satisfaction Measures (TSMs). For the purposes of reporting the TSMs, Derby City Council and Derby Homes are classed as a group structure and will be reported on a group basis.
When available, the Tenant Satisfaction Measures for all relevant social housing stock owned by Derby City Council and all subsidiary registered providers (including Derby Homes) will be published here.
Tenant Satisfaction Measures (measured by perception survey)
These figures are collected through perception surveys of a random selection of tenants living in properties owned by Derby City Council and Derby Homes. For full requirements, see Meeting the TSM Standard or the GOV.UK Guidance
Tenant Satisfaction Measures - Technical requirements.
All registered providers are required to publish a summary of the survey approach used to generate their published tenant perception measures. The approach used to generate Derby City Council's perception measures for 2023-24 are detailed in: Derby City Council Tenant Satisfaction Measures 2023-24 Summary of approach [PDF 225.2 KB, 8 pages].
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Figures are for the reporting year that runs from 1 April 2023 to 31 March 2024.Overall satisfaction
Proportion of respondents who report that they are satisfied with the overall service from their landlord (TP01) | 86.3% |
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Keeping properties in good repair
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service (TP02) | 82.9% |
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Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair (TP03) | 79.9% |
Proportion of respondents who report that they are satisfied that their home is well maintained (TP04) | 84.5% |
Maintaining Building Safety
Proportion of respondents who report that they are satisfied that their home is safe (TP05) | 85.9% |
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Respectful and helpful engagement
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them (TP06) | 74.9% |
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Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them (TP07) | 82.6% |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect (TP08) | 90.4% |
Effective Handling of complaints
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling (TP09) | 51.2% |
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Responsible neighbourhood management
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained (TP10) | 80.3% |
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Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (TP11) | 77.3% |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour (TP12) | 70.0% |
Tenant Satisfaction Measures (generated from management information)
These figures are generated from management information relating to homes and dwellings owned by both Derby City Council and Derby Homes. These figures are reported to the regulator on a group basis. For full requirements, see Meeting the TSM Standard or the GOV.UK Guidance
Tenant Satisfaction Measures - Technical requirements.
Maintaining Building Safety
Proportion of homes for which all required gas safety checks have been carried out. (BS01) | 99.8% |
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Proportion of homes for which all required fire risk assessments have been carried out. (BS02) | 99.9% |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. (BS03) |
100.0% |
Proportion of homes for which all required legionella risk assessments have been carried out. (BS04) |
100.0% |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. (BS05) | 100.0% |
Responsible neighbourhood management
Number of anti-social behaviour cases opened per 1,000 homes. (NM01-1) | 72 |
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Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. (NM01-2) | 2 |
Keeping properties in good repair
Proportion of homes that do not meet the Decent Homes Standard. (RP01) | 0.6% |
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Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. (RP02-1) | 75.5% |
Proportion of emergency responsive repairs completed within the landlord’s target timescale. (RP02-2) | 96.2% |
Effective Handling of complaints
Number of stage one complaints received per 1,000 homes. (CH01-1) | 39 |
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Number of stage two complaints received per 1,000 homes. (CH01-2) | 5 |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. (CH02-1) | 97.4% |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. (CH02-2) | 93.6% |