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 Ministry of Housing, Communities & Local Government. 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 around 150 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.
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.
Read the Regulator of Social Housing's analysis of social landlords’ first year of Tenant Satisfaction Measure (TSM) results.
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 2024-25 are detailed in: Derby City Council Tenant Satisfaction Measures 2024-25 Summary of approach [PDF 341.7 KB, 8 pages].
The questions we used to collect the perception measures required as part of the Tenant Satisfaction Measures can be found here: Derby Homes - Customer Survey Questions 2024-25 [PDF 171 KB, 3 pages].
These files may not be suitable for users of assistive technology. If you use assistive technology (such as a screen reader) and need a version of these documents in a more accessible format, please contact us to tell us what format you need and whether there is any specific assistive technology you use.
Figures are for the reporting year that runs from 1 April 2024 to 31 March 2025. More detail and a comparison to last year's results, as well as how we compare to other registered providers can be found in the Performance and Compliance board report.Overall satisfaction
| Proportion of respondents who report that they are satisfied with the overall service from their landlord (TP01) | 85.0% |
|---|
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) | 83.4% |
|---|---|
| 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) | 78.6% |
| Proportion of respondents who report that they are satisfied that their home is well maintained (TP04) | 84.7% |
Maintaining Building Safety
| Proportion of respondents who report that they are satisfied that their home is safe (TP05) | 86.2% |
|---|
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) | 73.5% |
|---|---|
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them (TP07) | 83.6% |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect (TP08) | 91.2% |
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) | 43.3% |
|---|
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) | 79.4% |
|---|---|
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (TP11) | 75.0% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour (TP12) | 65.0% |
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 annually to the regulator on a group basis. For full requirements, see 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% |
|---|---|
| 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) | 80.9 |
|---|---|
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. (NM01-2) | 1.8 |
Keeping properties in good repair
| Proportion of homes that do not meet the Decent Homes Standard. (RP01) | 0.7% |
|---|---|
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. (RP02-1) | 85.9% |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale. (RP02-2) | 95.0% |
Effective Handling of complaints
| Number of stage one complaints received per 1,000 homes. (CH01-1) | 51.8 |
|---|---|
| Number of stage two complaints received per 1,000 homes. (CH01-2) | 10.4 |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. (CH02-1) | 97.8% |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. (CH02-2) | 100.0% |
Complaints performance
The Housing Ombudsman's Complaint Handling Code became statutory on 1 April 2024. Landlords are obliged by law to follow its requirements.
Part of this requirement is that landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge.
This should include:
- the landlord's annual self-assessment against this Code
- a qualitative and quantitative analysis of the landlord’s complaint handling performance
- any findings of non-compliance with the Code by the Ombudsman
- the service improvements made as a result of the learning from complaints
- any annual report about the landlord’s performance from the Ombudsman
- any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord
The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.
You can find our self-assessment against the Complaint Handling Code and our Annual Complaints Performance and Service Improvement Report in our Complaints section.