Housing Performance Dips in Key Areas, Report Reveals
Housing performance has dipped in several key areas, including repairs delivery, void turnaround times, and complaint handling, according to a report presented to the City of London's Housing Management and Almshouses Sub-Committee.
The Housing Performance Report Summary (April 2026 – July 2026)
indicated that while emergency repairs performance improved to 98% in July, non-emergency repairs and the volume of repairs work in progress remained areas of concern. The number of repairs work in progress increased significantly from 369 in April to 938 in July. This surge is attributed partly to contractor disruption and delays in updating completion information into Civica CX, which remains a key resident-facing operational risk.
Communal repairs also saw a dip, with performance reducing to 37.5% in July. Issues identified included communal door entry/intercom failures and anomalies in emergency categorisation and completion recording. Reviews are underway to address these specific issues.
Void turnaround times, a measure of how long properties remain empty before being re-let, remained above sector benchmarks. The Key Performance Indicator (KPI) for the voids process is 20-40 working days. Performance improved from 224 days in April to 138.6 days in June, but increased again to 151 days in July. This was influenced by older voids reaching completion, including those paused due to previous contractor issues. The current position reflects both repair-related backlogs and wider allocation or nomination dependencies. Immediate priorities include reducing the void works backlog, mobilising dedicated contractor capacity, maintaining a single tracker for routine voids and new build homes, and providing clearer reporting on why each property is not yet occupied. These actions aim to improve operational grip, support earlier escalation, and provide Members with clearer assurance on progress from handover to occupation.
Tenant complaints saw an increase, with Stage 1 complaints rising from 21 in April to 32 in July, and Stage 2 complaints increasing from 6 to 11 over the same period. Repairs and housing management generated the highest volume of complaints, reflecting ongoing operational pressures and resident dissatisfaction in these service areas.
Non-emergency repairs achieved 93.4% in July, with a cumulative year-to-date figure of 80%. Performance remains comparatively strong, although the cumulative position provides a more complete view following record validation.
Further details on housing performance can be found in the Public reports pack for the Housing Management and Almshouses Sub-Committee meeting on 14th September 2026.