How are we performing
Our vision is “to provide homes which enable people to live happy and healthy lives in enriched communities”.
To help us achieve this vision and to make sure we provide quality services we regularly monitor the performance of our services. The information helps us identify the areas that are working well and highlights areas that need improvement.
Our key performance information can be viewed below.
Tenant Satisfaction Measures
In 2023 the Regulator for Social Housing introduced a new Tenant Satisfaction Measure Standard (TSM) which came into force 1 April 2023. The Standards require NPH to report against 22 key measures, of which ten are management information measures and twelve are satisfaction-based measures, collected through a tenant perception survey.
The TSM performance is primarily based on properties managed by NPH on behalf of West Northamptonshire Council. There are a small number of WNC properties that have been included within the Tenant Survey and compliance figures as required.
Performance against the management information measures for 2023-24 is detailed below:
| TSM Management Information Measures – compliance*/other | April 2023 – March 2024 |
| BS01: All required gas safety checks have been carried out. | 100% |
| BS02: All required fire risk assessments have been carried out. | 100% |
| BS03: All required asbestos management surveys or re-inspections have been carried out. | 100% |
| BS04: All required legionella risk assessments have been carried out. | 100% |
| BS05: All required communal passenger lift safety checks have been carried out. | 100% |
| RP01: Proportion of homes that do not meet the Decent Homes Standard. | 2.26% |
| RP02: Proportion of repairs completed within target timescale. | 78.37% |
| RP02 (1) Proportion of non-emergency completed within target timescale | 70.92% |
| RP02 (2) Proportion of emergency completed within target timescale | 98.92% |
| NM01 (1): Number of anti-social behaviour cases, opened per 1,000 homes | 35.32 |
| NM01 (2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 1.4 |
| CH01: Number of complaints received per 1,000 homes. | 91.93 |
| CH01 (1) Stage 1 complaints received per 1,000 homes | 88.07 |
| CH01 (2) Stage 2 complaints received per 1,000 homes | 3.86 |
| CH02: Proportion of complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 62.92% |
| CH02 (1) Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 62.49% |
| CH02 (2) Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 72.73% |
In 2023-24 NPH conducted a Tenant Survey and surveyed over 1,000 tenants by telephone on the satisfaction measures.
To view the survey questionnaire, click here.
To view the survey methodology, click here.
| TSM Tenant Survey Measures* | Survey Result |
|---|---|
| TP01: Overall service from their landlord. | 67% |
| TP02: Overall repairs service. | 67% |
| TP03: Time taken to complete most recent repair. | 56% |
| TP04: Home is well maintained. | 65% |
| TP05: Home is safe. | 72% |
| TP06: Landlord listens to tenant views and acts upon them. | 56% |
| TP07: Keeps tenants informed about things that matter to them. | 70% |
| TP08: Treats tenants fairly and with respect. | 76% |
| TP09: Approach to complaints handling. | 36% |
| TP10: Communal areas clean and well maintained. | 67% |
| TP11: Positive contribution to the neighbourhood. | 59% |
| TP12: Approach to handling anti-social behaviour. | 54% |
