Housing repair satisfaction has seen a dip, with resident satisfaction falling to 82.65% in the first quarter of the financial year, down from 86.90% in the previous quarter. This comes amid a significant rise in reported anti-social behaviour (ASB) cases.
Kensington and Chelsea Council's Leadership Team received the Q1 Housing Management Performance Report on Wednesday, 23 September 2026. The report detailed a notable increase in ASB cases, with 20 new cases logged in the first quarter, although the number of open ASB cases remained relatively stable at 79.
Despite the dip in repair satisfaction, performance remains above the 80% target. The average time taken to complete a repair increased slightly to 13 days, compared to 11 days at the end of the previous financial year. The number of repairs logged and completed also saw an increase, with 7,752 responsive repair jobs logged and 6,558 completed in Q1 – an increase of over 1,000 jobs compared to the same quarter last year.
The primary reasons for the increase in the average time taken to complete repairs are attributed to backlogs and service disruption impacting Stage 1 timeliness, although Stage 2 performance was stronger. To address this, the council is implementing an upgraded operating system for repairs called Mobilise, which is expected to go live by the end of September and should lead to improvements thereafter.
Housing and Social Investment accounted for the largest volume of accepted complaints (63%), with Housing Management and Housing Needs being the primary areas. The report highlights that communication issues and delays in repairs were key drivers for upheld complaints in Housing Management. To improve communication, the council plans to implement recommendations from an end-to-end complaints review, enhance website accessibility, and introduce more regular performance reporting.
Beyond repair completion times, the council is also addressing the underlying causes of the dip in resident satisfaction. They are continuing to follow up with residents who have scored 6 or below on satisfaction surveys to gather feedback for service improvement. The implementation of the Mobilise system and continuous monitoring of trends to align with the asset management strategy are also key components of this effort.
Despite these challenges, the Council received 318 compliments during the quarter, with Customer Delivery and Housing and Social Investment receiving the highest numbers. The report also noted a decrease in redress payments, from £114,716 in 2024/25 to £94,182.74 in 2025/26, suggesting a shift towards practical remedies and service improvements.
For more details, refer to the Public reports pack for the Leadership Team meeting on 23 September 2026 here.
