| Proportion of homes for which all required gas safety checks have been carried out. |
99.9% |
99.9% |
Tenants refusing access prevented checks at 12 of12,955 properties with active gas installations. |
| Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
100% |
All Fire Risk Assessments were successfully carried out. |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
91.8% |
All asbestos surveys were carried out on time, but quality assurance delayed the delivery of 44 survey reports covering 781 of 9,472 properties with Asbestos present. 100% compliance was achieved in April 2025. |
| Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
100% |
All legionella risk assessments were successfully carried out. |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
97.5% |
99.3% |
Two lifts serving 33 properties, of 4,549 total properties served by lifts, had overdue LOLER insurance certificates, preventing them from being deemed compliant. To provide assurance, all lifts are inspected monthly by our specialist lift engineers and all have been certified safe to operate. |
| Number of anti-social behaviour cases opened per 1,000 homes. |
27.8 out of 1,000 |
19.0 out of 1,000 |
This rate puts Hounslow in the lowest quarter of social landlords for tenants causing ASB. The reduction over 23/24 was due to improvements in the recording of cases and quality of data leading to reduced errors and duplicates. |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
1.1 out of 1,000 |
0.2 out of 1,000 |
This rate puts Hounslow around the lowest quarter of social landlords for tenants causing hate incidents. The number of cases is very small, so it is not possible to draw conclusions from comparing changes in the rate over successive years. |
| Proportion of homes that do not meet the Decent Homes Standard. |
8.6% |
4.0% |
548 of 13,541 Council homes were non decent in 2024/25. This puts us in the highest quarter of landlords for non-decent homes, but is a low rate compared to other London local authority landlords. |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
72% |
75.4% |
Our performance improved over 23/24 but is in the lower half of performance for all social landlords. Comparison between landlords is difficult however, as they are free to set whatever targets they choose. |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
99.7% |
99.3% |
Our performance decreased marginally over 23/24 but is in the top quarter for all social landlords. |
| Number of stage one complaints received per 1,000 homes. |
37.5 out of 1,000 |
58.9 out of 1,000 |
The number of Stage 1 complaints recorded increased over 23/24, mainly due to a policy change of recording most reported repair failures as complaints rather than urgent repairs. We are in the top half of landlords for our rate of complaints but lower than average for London local authority landlords. |
| Number of stage two complaints received per 1,000 homes. |
8.4 out of 1,000 |
16.8 per 1,000 |
The number of Stage 2 complaints recorded increased over 23/24, which is to be expected alongside an increase in Stage 1 complaints. We were in the highest quarter of social landlords for complaints reaching Stage 2, but this figure is just higher than average compared to London local authority landlords. |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
84.1% |
42.4% |
Our performance at responding to Stage 1 complaints in a timely manner decreased significantly over 23/24. This puts us in the worst quarter of social landlords for this measure. It was due to an increase in complaint volumes and an emphasis on the quality of our responses, but we recognise where we have got things wrong, we have made changes and our performance in 25/26 is now consistent with our 23/24 performance. |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
73% |
56.6% |
Our performance at responding to Stage 2 complaints in a timely manner decreased significantly over 23/24. This puts us in the worst quarter of social landlords for this measure. It was due to an increase in complaint volumes and an emphasis on the quality of our responses, but we recognise where we have got things wrong, we have made changes and our performance in 25/26 is now consistent with our 23/24 performance. |
| Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
66.5% |
69.6% |
The proportion of tenants satisfied with our service overall increased over 23/24. Our performance is in the bottom half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. |
69.8% |
71.5% |
The proportion of tenants satisfied with our repairs service increased over 23/24. Our performance is in the bottom half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. |
70.7% |
72.5% |
The proportion of tenants satisfied with the timeliness of repairs increased over 23/24. Our performance is in the top half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who report that they are satisfied that their home is well maintained. |
65.5% |
68.4% |
The proportion of tenants satisfied that their home is well maintained increased over 23/24. Our performance is in the bottom half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who report that they are satisfied that their home is safe. |
72.1% |
72.7% |
The proportion of tenants satisfied that their home is safe increased over 23/24. Our performance is in the bottom half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
58.6% |
64.7% |
The proportion of tenants satisfied that we listen to them increased over 23/24. Our performance is in the top half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
73.6% |
75% |
The proportion of tenants satisfied that we keep them well informed increased over 23/24. Our performance is in the top half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
73.4% |
77% |
The proportion of tenants satisfied that we treat them with fairness and respect increased over 23/24. Our performance is in the top half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. |
30.9% |
31.6% |
The proportion of tenants satisfied with our handling of complaints increased over 23/24. Our performance is in the bottom half of social landlords overall, but in the top quarter of London local authority landlords. |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
70% |
69.7% |
The proportion of tenants satisfied we keep communal areas well maintained decreased over 23/24. Nonetheless our performance is in the top half of social landlords overall and in the top quarter of London local authority landlords. |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
69.5% |
71.0% |
The proportion of tenants satisfied that we make a positive contribution to the neighbourhood increased over 23/24. We perform in the top quarter of social landlords for this measure. |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
61.8% |
63.5% |
The proportion of tenants satisfied with our handling of ASB increased over 23/24. Our performance is in the top half of social landlords overall, but in the top quarter of London local authority landlords. |
