Housing service performance

Find out details about our council housing performance and what we're doing to improve services

Our council housing performance

We’re committed to improving the services we provide to our tenants. Each month our Housing Management Team review performance, as well as our Resident Engagement Panel reviewing it every other month.

It’s important we keep a close eye to spot when things go wrong and make improvements.

You can see our performance information which will be updated once every four months. This is our way of being completely transparent with you on our performance. If you have any questions about any of the data below you can email us at getinvolved@canterbury.gov.uk or call us on 01227 862142.

Repairs

Percentage of Cardo responsive repairs

  • Emergency repairs completed on time – 100% (target 100%)
  • Routine repairs completed on time – 92.7% (target 95%)
  • Repair appointments kept - 98.6% (target 100%)
  • Repairs fixed first time - 77.59% (target 90%)
  • Average number of days to complete routine repairs – 9 days

Percentage of Sure Serve gas repairs

  • Emergency repairs completed on time – 97.37% (target 98%)
  • Urgent repairs completed on time – 94.6% (target 98%)
  • Routine repairs complete on time (within 3 days) – 96.06% (target 100%)
  • Routine repairs completed on time (7 days) – 97.7% (target 100%)
  • Repair appointments kept – 93.45% (target 98%)
  • Repairs completed in a single visit – 79.69% (target 85%)

Repairs compliance

Gas safety (LGSR)

  • Current communal compliance  - 100% (target 100%)
  • Current domestic compliance - 98.2% (target 100%)

Electrical safety (EICR)

  • Current compliance communal - 100% (target 100%)
  • Current compliance domestic - 96.37% (target 100%)

Communal passenger lifts

  • Current compliance communal – 100% (target 100%)

Communal Stair lifts

  • Current compliance communal – 100% (target 100%)

Hoists

  • Current compliance communal – 100% (target 100%)
  • Current compliance domestic stairlifts and hoists – 96.91% (target 100%)

Asbestos

  • Homes with up-to-date asbestos check – 91.43% (target 100%)

Risk assessments

Water safety, legionella and water risk assessments

  • Compliance - 100% (target 100%)

Fire risk assessments (FRA)

  • Homes with up-to-date FRA - 100% (target 100%)
  • Communal smoke detectors - 83.09%
  • Communal fire doors - 100%
  • Communal emergency lighting - 100%
  • Fire extinguishers - 100%

Void Performance

  • Average relet days for voids with minor work – 88 days
  • Average relet days for voids with major work – 114 days
  • Average relet days for major and minor work – 102 days

Income recovery

  • Tenants’ arrears as a percentage (%) of annual income - 3.51% (target less than 4.55%)
  • Current value of tenants’ arrears - £1.11 million

Decent Home Standard

As of October 2026, 79% of the housing stock is meeting the decent home standard. You can read more information about the standard, including criteria we must meet.

Tenant Satisfaction Measures

Each year, as set by guidance from the Regulator of Social Housing, we ask our tenants for their views on the housing service.

You can view more information about performance in our tenant satisfaction measures report.