Performance
How did we do in 2023-24?
Maintaining building safety
Keeping properties in good repair
66.4%
58.6%
are satisfied with the time taken to complete the most recent repair
are satisfied with the overall repairs service
0.3%
of homes that do not meet the Decent Homes Standard
96.7%
of emergency repairs completed within the target timescale
64.1% are satisfied we provide a home that is well maintained
58.6% are satisfied with the time taken to complete the most recent repair
Respectful and helpful engagement
53.9%
are satisfied we
listen to your
views and act
upon them
67.5%
are satisfied
we keep you
informed about
things that
matter to you
76.6%
agree that
tenants are
treated fairly
and with respect
21%
are satisfied with
our approach to
complaints handling
83.8
stage 1 complaints
per 1,000 properties
64.9%
of stage 2 complaints
responded to in target
44.8%
of stage 1 complaints
responded to in target
13.5
stage 2 complaints
per 1,000 properties
75.7%
are satisfied we provide
a home that is safe
of gas safety, water
and lift checks and fire
risk assessments have
been carried out
87.1%
of non-emergency repairs
completed within the
target timescale
100%
99.2%
of asbestos safety checks
have been carried out
47.4%
are satisfied we keep communal
areas clean and well maintained
56%
are satisfied we make a positive contribution to your neighbourhood
55.9%
are satisfied with our approach
to handling anti-social behaviour
80.5
of anti-social behaviour cases
(including hate) opened per
1,000 properties
0.6
of anti-social behaviour cases (hate only) opened per 1,000 properties
To see how we're doing against these measures in 2025 please visit www.norwich.gov.uk/TSM24-25