Our performance: council housing
We aim to provide high quality services that are both cost effective and meet your needs.
To help us see how well we are performing, we:
- measure how well each of our services are doing
- compare our performance over time and against similar organisations
- look for ways that we can improve the services we provide
How are we performing
You can view our performance figures in the accordions below. These include a visual infographic and a text based version of this data, which is underneath the graphic.
You can view our full performance information in our Annual reports, which you can view and download at the bottom of this page. This indicates how we're performing and helps you to hold us to account as your landlord.
You can view our performance figures for 2022-2023 in the visual infographic below. A text based version of this data is available underneath the graphic.
Property
- 1783 properties in our housing stock
- 10 Right to Buy properties sold
- 0 Evictions carried out
Tenancy and income
- 160 properties let
- 94% of rent collected
- 27% of our tenants pay by direct debit
- 11.9% of our rented home are currently in arrears
Repairs
- 97% of tenants were satisfied with their repairs
- 90% of repairs were completed in first attendance
- 95% of repairs were completed by following appointment
- 100% emergency repairs were completed on time
- 95% of general repairs were completed on time
- 157 days is the average re-let time
Customer services
- 12008 customer service calls received
- 79 service enquires and/or complaints received
- 18 compliments received
- 71 complaints received by stage 1
- 2 complaints escalated to Ombudsman
Safety in our Properties
- 99% of our stock have a valid gas safety check
- 97% of our housing stock have a current EICR certificate
- 100% of our flats have a current fire safety risk assessment
- 100% of our flats have a current water hygiene certificate
New installations and replacements
- 81 boilers were replaced
- 22 central heating systems were installed
- 13 storage heaters were replaced
- 2 roofs were replaced
- 14 doors were replaced
- 429 windows were replaced
- 34 kitchens were replaced
- 3 bathrooms were replaced
We are pleased to confirm that following the recent annual internal audit check of landlord health and safety compliance, a substantial assurance rating was provide for control and compliance. An update was provided to the Audit and Standards Committee in January 2025. The executive summary and assurance opinion are shown below:
As a landlord, the Council has a number of crucial responsibilities to ensure the safety of its housing properties. The Social Housing Regulations further formalised and require regular reporting on a number of these compliance regimes, including annual gas safety certificates for all properties with gas supply and fire risk assessments, water safety risk assessments, asbestos surveys and passenger lift servicing for blocks/communal areas, as applicable. The Council must also ensure the timely completion of remedial actions arising from such assessments, to ensure the properties remain safe for tenants. The Council’s performance in relation to all compliance regimes is reported on a monthly basis, including against both mandatory requirements and those set within the Council’s own policies and procedures. The reporting for September and October 2024 was reviewed by Internal Audit to provide assurance over monitoring arrangements.
Sample testing was then conducted on randomly selected properties to confirm that the reported compliance could be verified through audit trails and evidence. In all cases tested, both for individual properties and sheltered/extra care schemes, 100% compliance was evidenced in all areas tested against mandatory requirements.
The key findings of the 24/25 internal audit check can be summarised as follows:
- 100% of properties selected with gas supply had a valid gas safety certificate, by a registered Gas Safe engineer, and a record of a carbon monoxide detector
- 100% of tenanted properties selected had records of smoke detection devices (compliant for number of floors)
- 100% of properties selected had an Electrical Installation Condition Report (EICR) dated within the last five years
- 100% of communal areas selected had an asbestos management survey
- 94% of properties selected had an asbestos management survey, with the only exception relating to a property where records confirmed access had been attempted and remained open
- 100% of blocks tested had a fire risk assessment, subject to annual review and tracking of remedial actions
- 100% of passenger lifts had evidence of bi-monthly servicing; and
- 100% of blocks tested had evidence of servicing for fire detection devices and emergency lighting.
Internal audit assurance opinion
| Assurance | Level | RAG status |
| Control environment | Substantial | Green |
| Compliance | Substantial | Green |
| Organisational impact | Low | Green |
Quarterly performance updates
You can view our quarterly performance figures in the accordions below. These include the visual infographic and a text based version of this data available underneath the graphic.
Property
- 1787 properties in our housing stock
- 0 Right to Buy properties sold
- 2 Evictions carried out
- 100% of our new tenants were satisfied with their new home
- 5.9% of our stock does not meet Decent Homes Standard
Tenancy and income
- 52 properties let
- 27% of our tenants pay by direct debit
- 6% of our rented home are currently in arrears
Repairs
- 97% of repairs were completed in first attendance
- 95% of repairs were completed by following appointment
- 100% emergency repairs were completed on time
- 97% of general repairs were completed on time
- 124 days is the average re-let time
Customer services
- 2322 customer service contact received
- 8 compliments received
- 68% of complaints were resolved within timescale
- 29 complaints were received
- 34 complaints were resolved (this includes complaints from previous months)
- 0 complaints escalated to Ombudsman
Safety in our Properties
- 99.9% of our stock have a valid gas safety check
- 99.3% of our housing stock have a current EICR certificate
- 100% of our flats have a current fire safety risk assessment
- 100% of our flats have a current water hygiene certificate
Anti-social behaviour (ASB)
- 25 ASB cases were opened
- 4 cases were transferred to the Community Safety Team to look into.
- 22 cases were resolved
Property
- 1787 properties in our housing stock
- 0 Right to Buy properties sold
- 2 Evictions carried out
- 95.2% of our new tenants were satisfied with their new home
- 94.9% of our properties meet the decent homes standard
Tenancy and income
- 23 properties let
- 94.5% of rent was collected from tenants
Repairs
- 96.8% of general repairs were completed on time
- 100% emergency repairs were completed on time
- 90.6% of repairs were completed in first attendance
Safety in our Properties
- 100% of our stock have a valid gas safety check
- 99.4% of our housing stock have a current EICR certificate
- 100% of our flats have a current fire safety risk assessment
- 100% of our flats have a current water hygiene certificate
Customer services
- 11 stage 1 complaints were received (per 1000 homes)
- 3 stage 2 complaints were received (per 1000 homes)
- 96.2% of stage 1 complaints resolved within timescale
- 100% of stage 2 complaints resolved within timescale
- 1995 customer service contact received
Anti-social behaviour (ASB)
- 9 ASB cases were opened
- 43 ASB cases received (per 1000 homes)
Property
- 1789 properties in our housing stock
- 4 Right to Buy properties sold
- 0 Evictions carried out
- 97.4% of our new tenants were satisfied with their new home
- 96.5% of our properties meet the decent homes standard
Tenancy and income
- 36 properties let
- 95.1% of rent was collected from tenants
Repairs
- 95.9% of general repairs were completed on time
- 100% emergency repairs were completed on time
- 84.3% of repairs were completed in first attendance
Safety in our Properties
- 100% of our stock have a valid gas safety check
- 99% of our housing stock have a current EICR certificate
- 100% of our flats have a current fire safety risk assessment
- 100% of our flats have a current water hygiene certificate
Customer services
- 20 stage 1 complaints were received (per 1000 homes)
- 1 stage 2 complaints were received (per 1000 homes)
- 88.9% of stage 1 complaints resolved within timescale
- 100% of stage 2 complaints resolved within timescale
- 1994 customer service contact received
Anti-social behaviour (ASB)
- 45 ASB cases were opened
- 68 ASB cases received (per 1000 homes)
How we are regulated
We are regulated by the Regulator for Social Housing (RSH), who publish Nation Standards for social housing landlords, alongside the newly introduced Tenant Satisfaction Measures.
Tenant Satisfaction Measures
Tenant Satisfaction Measures are a recent regulatory requirement.
Registered social housing landlords have a duty to collect performance information in line with Tenant Satisfaction Measures as required by the Regulator of Social Housing.
All registered social housing landlords, including Melton Borough Council must:
- Collect performance data in line with the Tenant Satisfaction Measures from April 1, 2023.
- Annually submit performance results against the Tenant Satisfaction Measures to the Regulator of Social Housing, commencing June 2024.
- Annually publish performance against specified Tenant Satisfaction Measures, from September 2024.
The Tenant Satisfaction Measures are intended to help empower social housing tenants to scrutinise their landlord's performance and in holding their landlords to account.
You can find out more about Tenant Satisfaction Measures on the government website.
National standards
There are regulatory standards for all landlords of social housing, to ensure that all landlords provide high quality responsive services to their tenants.
Housing complaints and feedback
To make a complaint or give feedback about council housing, housing benefits or private housing, visit our compliments, feedback and complaints page.
Housing Ombudsman Complaint Handling Code
The Housing Ombudsman’s Complaint Handling Code sets out good practice that allows landlords to respond to complaints effectively and fairly.
You can view our most recent self-assessment against the Housing Ombudsman’s Complaint Handling Code below, which includes performance statistics, service improvements that have been made and planned improvements for the future.
Housing complaints performance
The data below sets out the complaints performance for Housing Services which includes Tenancy Services, anti-social behaviour, older persons accommodation and Income (rents). The complaints performance also shares outcomes for Assets which includes Planned Maintenance, Repairs and Voids.
A summary of housing complaints performance from 1 January to 31 March 2025.
Complaint figures
- 30 stage 1 complaints received.
- 3 stage 2 complaints received.
- 0 complaints referred to the housing ombudsman.
- 7 compliments received.
Top 3 areas complained about
- Of the 33 complaints in total, 33.3% were due to a lack of communication, 20% were due to repairs taking too long to complete and 10% related to tenants being dissatisfied with the outcome of their anti-social behaviour complaint.
Key Issues
- Tenancy received 7 complaints related to poor communication, 3 complaints related to the handling of anti-social behaviour complaints, 1 complaint related to officer attitude and 4 complaints recorded as other.
- Assets received 3 complaints related to poor communication, 6 complaints related to the timing of repairs, 2 complaints related to officer attitude and 4 complaints recorded as other.
Responses sent on time
- Of the 30 stage 1 complaints made, 84.8% were responded to within the complaints policy timeframe.
- Of the 3 stage 2 complaints made, 100% were responded to within the complaints policy timeframe.
Compensation
- £1,592 in total was paid in compensation.
- Of the total compensation amount, £376.07 was paid to rent accounts.
Reason for escalation to stage 2
- 33.3% were not happy with the contents of their stage 1 outcome letter.
- 66.6% were not happy with the outcome of their stage 1 complaint.
Complaint outcome
- 11 Stage 1 complaints were upheld.
- 12 stage 1 complaints were partially upheld.
- 8 stage 1 complaints were not upheld.
- 2 stage 2 complaints were upheld.
- 1 stage 2 complaint was not upheld.
A summary of housing complaints performance from 1 April to 30 June 2025.
Complaint figures
- 33 stage 1 complaints received.
- 0 stage 2 complaints received.
- 0 complaints referred to the housing ombudsman.
- 1 compliments received.
Top 3 areas complained about
- Of the 33 complaints in total, 40.6% were due to poor communication, 21.9% were due to dissatisfaction with repairs and 15.6% related to officer attitude.
Key Issues
- Tenancy received 6 complaints related to poor communication, 1 complaint related to a tenant being dissatisfied with a repair. 3 complaints relating to officer attitude. 1 complaint related to lack of action and 1 complaint recorded as other.
- Assets received 7 complaints related to poor communication, 6 complaints related to tenants being dissatisfied with their repair, 2 complaints related to officer attitude, 1 complaint related to lack of action and 5 complaints recorded as other.
Responses sent on time
- Of the 33 stage 1 complaints made, 72.73% were responded to within the complaints policy timeframe.
- No stage 2 complaints.
Compensation
- £935.50 in total was offered as compensation.
Reason for escalation to stage 2
- There were no escalations to stage 2 this quarter.
Complaint outcome
- 18 Stage 1 complaints were upheld.
- 6 stage 1 complaints were partially upheld.
- 8 stage 1 complaints were not upheld.