How We're Performing
Why we’re sharing this information:
We want to be open and transparent about how our housing services are performing, where we’re making improvements and how we compare with other landlords. On this page you’ll find:
- Our latest performance information
- Updates on our improvement plans
- How we’re responding to regulatory feedback
- How our performance compares with similar landlords
We’ll keep this page updated as new information becomes available.
Tenant Satisfaction Measures 2024 - 2025:
Tenant Satisfaction Measures are part of the Government’s Consumer Standards, which all social landlords must follow. The Transparency, Influence and Accountability standard requires landlords to collect and report data on how tenants feel about the services they receive and how the landlord is performing.
Each year, we send our Tenant Satisfaction Measures survey to every tenanted property and ensure results represent our tenant population in terms of age, gender, property type and location. We’re also improving data collection on ethnicity, disability and sexual orientation so all groups are represented. Here's how we are doing:
Management Information - Maintaining Building Safety | |
|---|---|
| Measure | Result 2024 - 2025 |
| Gas Safety Checks Completed | 100% |
| Fire Safety Checks Completed | 100% |
| Asbestos Safety Checks Completed | 100% |
| Water Safety Checks Completed | 100% |
| Lift Safety Checks Completed | 100% |
Management Information - Keeping Properties in Good Repair | |
|---|---|
| Measure | Result 2024 - 2025 |
| Not meeting Decent Homes Standard | 2.9% |
| Non-emergency Repairs on time | 90.5% |
| Emergency Repairs on time | 99.1% |
Management Information - Effective Complaint Handling | |
|---|---|
| Measure | Result 2024 - 2025 |
| Stage 1 complaints per 1,000 homes | 57.8 |
| Stage 1 complaint responses on time | 86.5% |
| Stage 2 complaints per 1,000 homes | 7.9 |
| Stage 2 complaint responses on time | 77.8% |
Management Information - Neighbourhood Management | |
|---|---|
| Measure | Result 2024 - 2025 |
| ASB cases per 1,000 homes | 8.6 |
| ASB hate incidents per 1,000 homes | 0.6 |
| Tenant Perception Measures - What our tenants say | |
|---|---|
| Area | Satisfaction 2024 - 2025 |
| Overall satisfaction with the service | 56.3% |
| Repairs service in last twelve months | 63% |
| Time taken to complete latest repair | 62% |
| How well your home is maintained | 56% |
| Your home is a safe place to live | 62% |
| We listen to your views and act | 43% |
| We keep you informed about things | 51% |
| We treat you fairly and with respect | 59% |
| Approach to handling complaints | 23% |
| Communal areas clean & maintained | 50% |
| Positive contribution to neighbourhood | 47% |
| Handling of antisocial behaviour | 44% |
Housing Transformation and Improvement Programme:
The Housing Transformation and Improvement Programme is our long-term programme to improve housing services and put residents at the heart of everything we do.
It brings together a number of improvement projects focused on:
- Improving the quality and safety of homes
- Strengthening repairs and maintenance services
- Listening to and acting on tenant feedback
- Improving how we use data and digital services
- Making sure we meet regulatory standards
The key Housing Transformation and Improvement Programme workstreams are:
| Digital Transformation | Improving how residents access services and information by:
This includes developments such as MyDacorum and improved online journeys. |
| Tenant Voice | A new engagement framework designed to strengthen how we listen to tenants and involve them in shaping services. This includes:
|
| Service Redesign | Redesigning our internal operating model to:
|
| Standards Matter | A programme co-designed with staff, tenants and leaseholders to improve culture, behaviours and service standards. This work focuses on:
|
| Future Repairs and Maintenance | Procuring and mobilising new repairs and maintenance contracts to:
The new contract is expected to start in July 2026, following mobilisation in late 2025. |
| Temporary Accommodation | Improving services for households living in temporary accommodation by:
A new Temporary Accommodation Strategy and Policy has been approved and is now being implemented. |
Each Housing Transformation and Improvement Programme project has a detailed project plan with clear milestones. Over the coming months, we will:
- Share regular progress updates
- Publish key achievements and changes
- Continue to involve tenants and partners in shaping improvements
This programme underpins our commitment to delivering safer homes, better services and stronger relationships with our residents.
Regulatory Action Plan:
The Regulatory Action Plan sets out how we are addressing the areas for improvement identified by the Regulator of Social Housing following our inspection and Regulatory Judgement published on 14 August 2024. The plan is used to:
- Track progress against clear milestones
- Make sure we meet the Consumer Standards all social landlords must follow
- Provide assurance to tenants, councillors and the Regulator
The Regulatory Action Plan focuses on delivering the outcomes of the Regulator of Social Housing's Consumer Standards including:
| Safety and Quality | Making sure we understand the condition of all our homes and use that information to:
|
| Transparency, Influence and Accountability | Making sure tenants:
This includes how we collect and use Tenant Satisfaction Measures (TSMs) and other feedback. |
| Neighbourhood and Community | Working with partners and residents so people:
|
| Tenancy | Ensuring homes are let fairly and tenancies are managed properly and consistently. |
We received the following detailed feedback from the Regulator in August 2025:
- Good progress in several key areas including stock condition surveys, improvements to the repairs service and procurement of a new repairs and maintenance contract
- Further work needed particularly around tenant voice, tenant involvement, understanding diverse needs and tenant demographic data
Here are our key areas of focus:
| Understanding our homes |
|
| Repairs and maintenance |
|
| Tenant voice and engagement |
As a result:
|
| Understanding tenants' diverse needs |
We have adjusted our approach to:
|
| Learning from complaints |
|
We will continue to:
- Monitor progress monthly through the Housing Transformation and Improvement Programme
- Report quarterly to councillors and scrutiny committees
- Share updates with the Regulator
- Publish key updates for residents
The Regulatory Action Plan is a key part of our commitment to safe homes, better services and stronger accountability to tenants.
How we compare with other landlords:
Benchmarking helps us understand how our performance compares with other similar housing providers.
We use HouseMark benchmarking to compare our results against other local authorities and similar landlords nationally.
This helps us identify areas where we’re performing well, areas where we need to improve and best practice we can learn from others. Below, you can see how we compare with other local authorities that have over 10,000 homes.
Asset Management data:
Housing Management data:
Customer Experience data:
Staffing data:
Awaab's Law data:
Have your say:
Your feedback helps shape how we improve our services.
You can:
- Share your views through surveys and consultations
- Take part in engagement activities
- Give feedback on specific service changes
Visit our Get Involved page regularly for opportunities to have your say.
Keeping this information up to date:
We review and update this page regularly to make sure the information is accurate and relevant.
If you have questions about the information on this page, please use the 'Questions' feature below.
Sign up for MyDacorum – your new customer portal
As part of improving our tenancy services, we’ve launched a new customer portal called MyDacorum. It’s designed to give you a faster, easier and more secure way to manage your council services online.
Through MyDacorum, you can:
- Make payments (rent, Council Tax, invoices, contents insurance, licence fees, benefit overpayments)
- Check bin collection dates and set up text reminders
- Access your Council Tax account through 'Citizens Access' - view statements, make applications and request changes
- View live rent statements
- Report complaints or issues
- Request services (waste equipment, assisted collections, garages)
- Track technical support requests
You can easily update your details by completing the ‘About You’ survey, available through your MyDacorum account. It’s quick, simple and helps us improve our services for everyone.
We also want to make sure we have up-to-date information about you, so we can tailor our services to meet your needs. For example, if you tell us about a disability, health condition or mobility need, we can ensure any contractors working in your home are aware and can prioritise your repair requests appropriately.
👉 Already signed up? Log in to complete the survey today.
👉 Not registered yet? Sign up for MyDacorum here.
