Tenant and Leaseholder Annual Report: Safety and Quality standard
This standard covers health and safety, repairs and maintenance and adaptations in your homes. We will:
- Hold accurate and up to date information on the quality and condition of homes
- Meet decent homes standards
- Ensure homes are healthy and safe
- Deliver an effective, efficient and timely repairs, maintenance and planned investment service for homes and communal areas
- Assist tenants seeking housing adaptations
What we have done:
- Adapted our service to make sure we are meeting the requirements of Awaabs Law. This includes introducing a Damp and Mould Policy. See Council’s pledge to tackle tenants’ priorities unlocks new improvements
- Consistently scored around 95% when we ask “were our operatives polite and respectful?”
- Increased the number of our homes that have a compliant electrical test from 56% in April 2025 to 92% in August 2026
- Installed 120 Air Source Heat Pumps. In many cases replacing outdated storage heaters that were expensive to run. This makes it cheaper and easier for tenants to heat their homes. See New heating systems could save residents up to £300 yearly
- Installed 299 new kitchens; 314 new bathroom or shower rooms and 163 new boilers
- During 2025/2026, disabled adaptation works were undertaken to 156 council homes, including 81 level access showers, 13 stairlifts, 8 ramp access adaptations, 5 automatic door openers, 5 ceiling track hoists, 5 kitchen adaptations, 5 over bath showers, and 58 other adaptations
What we will be doing this year:
- Work with tenants to create an Adaptations Policy. It will provide fair access to adaptations and help us make the best use of the budget available to support those who need it most
- Introduce processes and systems to meet the requirements of Phase 2 of Awaabs Law. See https://www.york.gov.uk/AwaabsLaw
- Focus on reducing our repairs backlog. Improve our process for dealing with complex repairs
- Continue to improve the safety of homes by making sure all the actions identified in Fire Risk Assessments are completed within the required timescales
- Use our Stock Condition Survey data to target investment where it is needed most. This will make sure that windows, doors, kitchens, bathrooms and other key components are replaced in the right homes at the right time
Performance in this area
|
Tenants’ perception from satisfaction surveys |
2024/25 |
2025/26 |
|---|---|---|
|
Satisfied with the overall repairs service from their landlord over the last 12 months |
66.83% |
70.3% |
|
Satisfied with the time taken to complete their most recent repair after they reported it |
64.83% |
66.1% |
|
Proportion of respondents who report that they are satisfied that their home is well maintained. |
56.12% |
65.2% |
|
Proportion of respondents who report that they are satisfied that their home is safe |
63.46% |
72.4% |
|
Management Measures |
2024/25 |
2025/26 |
|---|---|---|
|
Proportion of homes that do not meet the Decent Homes Standard |
2% |
1.5% |
|
Proportion of non-emergency responsive repairs completed within target timescale |
81.48% |
76.2% * |
|
Proportion of emergency responsive repairs completed within the target timescale – 24 hours |
86.85% |
92.6% |
|
Proportion of homes for which all required gas safety checks have been carried out |
100% |
100% |
|
Proportion of homes for which all required fire risk assessments have been carried out |
99.65% |
93.9% ** |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
|
Tenants’ perception from satisfaction surveys |
2024/25 |
2025/26 |
|---|---|---|
|
Proportion of homes for which all required legionella risk assessments have been carried out |
96.68% |
42.6% *** |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
92.2% |
100% |
Some further information on the above measures where performance is poor:
*Proportion of non-emergency responsive repairs completed within target timescale
We are sorry that our performance has dropped in this area, and we are only responding to 76.2% of non-emergency repairs on time. We are working hard to improve our performance in this area. One way of doing this is by tracking our repairs backlog which we now report to on a weekly basis. We are also addressing staffing issues to ensure we have the right tradespeople with the right skills in place to respond to your repairs.
**Proportion of homes for which all required fire risk assessments have been carried out
Performance in this area was affected by delays in completing a small number of Fire Risk Assessments during the reporting period. We reviewed our programme and put additional measures in place to monitor upcoming assessments and ensure they were completed on time. By September 2026, performance had improved to 99.82%. The only outstanding assessment related to a newly identified property added to the programme during the month. Without this additional property, performance would have been 100%.
*** Proportion of homes for which all required legionella risk assessments have been carried out
Performance in this area was affected by a large number of legionella risk assessments becoming due at the same time, which resulted in our contractor being unable to complete all assessments within the required timescales. To prevent this happening again, we have re-profiled our assessment programme so that assessments are spread more evenly throughout the year. This will help ensure resources are available when needed and reduce the risk of future delays. By September 2026, performance in this area had improved to 96.67%.