Introduction
The Housing Service collects a large range of performance-related data. This allows us to:
- measure how well we're doing in delivering different elements of the service
- compare how well we're doing over a period of time
We also:
- collect feedback from our residents through a service satisfaction survey
- conduct an annual complaints self-assessment
About the data
The data we provide covers social housing residents living in a council-owned property. This includes those living in temporary accommodation where the property is owned by the council.
A social housing resident (including leaseholders), can be someone:
- who is a secure council tenant
- placed in temporary accommodation or supported living
Where the data does not include all the different types of properties or residents it will clearly state who or what the data is referring to.
We will label data clearly with the period of time it relates to.
Housing Management regularly uses this data to make decisions on service improvement.
We hope that by sharing this information publicly, our social housing residents can hold us to account for our performance.
For further information on our performance in Housing please see our Annual report to council tenants and leaseholders.
How to contact us
If you have any questions about the data or you want to find out more about what we're doing, send an email to Housing.Performance@brighton-hove.gov.uk.
Tell us if you have any comments on the way we're presenting this data.
Property quality and condition
This section contains yearly data about property quality and condition.
Non-emergency repairs completed within 28 calendar days
| Year | Annual total |
|---|---|
| 2023 to 2024 | 46% |
| 2024 to 2025 | 47.2% |
We have added significant additional resources to the repair service to improve our performance.
Emergency repairs completed within 24 hours
| Year | Annual total |
|---|---|
| 2023 to 2024 | 95% |
| 2024 to 2025 | 97.5% |
Damp and mould jobs reported
| Year | Annual total |
|---|---|
| 2023 to 2024 | 2,925 |
| 2024 to 2025 | 3,948 |
Damp and mould jobs completed
| Year | Annual total |
|---|---|
| 2023 to 2024 | 2,682 |
| 2024 to 2025 | 4,094 |
Dwellings that do not meet the Decent Homes Standard
The Decent Homes Standard does not apply to temporary accommodation properties.
| Year | Annual total |
|---|---|
| 2023 to 2024 | 3% |
| 2024 to 2025 | 2% |
Proportion of homes for which all required gas safety checks have been carried out
| Year | Annual total |
|---|---|
| 2023 to 2024 | 99.9% |
| 2024 to 2025 | 99.98% |
Overdue gas safety checks occur when there's been a delay in accessing a property.
For more information on gas safety visit the gas safety information page.
Proportion of homes for which all required fire risk assessments have been carried out
This is typically a building with 2 or more dwelling units and at least 1 communal part.
| Year | Annual total |
|---|---|
| 2023 to 2024 | 97.5% |
| 2024 to 2025 | 77.8% |
While fire risk assessments declined in 2024 to 2025, this is due to an intentional delay to take a more planned approach to carrying out the assessments, and we expect to be reporting significant improvements over the next 12 months.
For more information on fire safety visit the fire safety information page.
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
| Year | Annual total |
|---|---|
| 2023 to 2024 | 77.1% |
| 2024 to 2025 | 99.6% |
We recruited additional staff to help improve asbestos management.
For more information on asbestos visit the asbestos information page.
Proportion of homes for which all required legionella risk assessments have been carried out
| Year | Annual total |
|---|---|
| 2023 to 2024 | Data not available |
| 2024 to 2025 | 64% |
For more information on water safety visit the water safety information page.
Proportion of homes for which all required communal passenger lift safety checks have been carried out
| Year | Annual total |
|---|---|
| 2023 to 2024 | 100% |
| 2024 to 2025 | 100% |
For more information on lift safety visit the lift safety information page.
Communal areas that meet our standards
High rise blocks
Daily tasks
We will:
- clean the entrance glass, lobby, floor and accessible paintwork
- dust ground floor edges and ledges
- inspect the bin area
Weekly tasks
We will:
- pick up litter from the immediate area around the block
- keep bin areas clean and tidy
- report faults
- clean accessible glazing in the entrance
Monthly tasks
We will:
- clean landings, stairwells, accessible glazing, lift doors and interior
Low rise blocks
Weekly tasks
We will:
- clean the entrance lobby, landings, stairs, handrails and all accessible glazing and paintwork
- dust all edges and ledges
- remove cobwebs
| Year | Annual total |
|---|---|
| 2023 to 2024 | 94% |
| 2024 to 2025 | 91% |
This data refers to communal areas within council-owned buildings.
Complaints
An effective complaints procedure ensures we have an opportunity to put things right for an individual who has received poor service.
We can also learn from our mistakes and improve those services.
Read our corporate complaints policy.
Make a complaint about the housing service.
You can view the council's complaints self-assessment.
The Housing Ombudsman provides a wide range of services to residents, including:
- advice
- mediation
- complaint resolution
The Housing Ombudsman Complaint Handling Code sets out good practice that will allow landlords to respond to complaints effectively and fairly.
The Government’s ‘Make Things Right’ campaign encourages residents to complain to their landlord before escalating to the Housing Ombudsman.
The council’s Customer Insight report brings together the information collected about the customer experience of using Brighton & Hove City Council (BHCC) services.
For more detailed performance information on housing complaints, see the annual complaints and service improvement report for the Housing Management service page.
Complaints data
Number of stage 1 complaints received per 1,000 homes
| Year | Annual total |
|---|---|
| 2023 to 2024 | 60.9 |
| 2024 to 2025 | 66.1 |
Proportion of stage 1 complaints responded to within target timescales
| Year | Annual total |
|---|---|
| 2023 to 2024 | 83.5% |
| 2024 to 2025 | 72.9% |
Number of stage 2 complaints received per 1,000 homes
| Year | Annual total |
|---|---|
| 2023 to 2024 | 7.7 |
| 2024 to 2025 | 10.3 |
Proportion of stage 2 complaints responded to within target timescales
| Year | Annual total |
|---|---|
| 2023 to 2024 | 49.5% |
| 2024 to 2025 | 57.3% |
Proportion of stage 1 complaints relating to staff conduct
| Year | Annual total |
|---|---|
| 2023 to 2024 | 3% |
| 2024 to 2025 | 8% |
Tenant satisfaction 2024 to 2025
The following percentages have been rounded to the nearest percent, so may not total 100%.
Survey of Tenants and Residents (STAR) 2024 to 2025
| Very satisfied | Fairly satisfied | Neither satisfied or dissatisfied | Fairly dissatisfied | Very dissatisfied | |
|---|---|---|---|---|---|
| Overall satisfaction | 31% | 36% | 13% | 9% | 11% |
| Satisfaction with repairs | 42% | 26% | 8% | 10% | 14% |
| Satisfaction with time taken to complete most recent repair | 40% | 23% | 6% | 11% | 20% |
| Satisfaction that the home is well maintained | 35% | 30% | 9% | 12% | 14% |
| Satisfaction that the home is safe | 40% | 30% | 9% | 10% | 12% |
| Satisfaction that the landlord listens to tenant views and acts upon them | 27% | 26% | 11% | 15% | 21% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 35% | 32% | 10% | 10% | 13% |
| Strongly agree | Agree | Neither agree or disagree | Disagree | Strongly disagree | |
|---|---|---|---|---|---|
| Agreement that the landlord treats tenants fairly and with respect | 28% | 49% | 11% | 8% | 5% |
| Very satisfied | Fairly satisfied | Neither satisfied or dissatisfied | Fairly dissatisfied | Very dissatisfied | |
|---|---|---|---|---|---|
| Satisfaction with the landlord’s approach to handling of complaints | 11% | 16% | 14% | 18% | 42% |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 38% | 28% | 10% | 11% | 13% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 24% | 35% | 12% | 14% | 15% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 27% | 29% | 10% | 13% | 22% |
Find out more about the STAR survey.
Regulator for Social Housing data
The table below shows the percentage of respondents who were very satisfied or fairly satisfied with Brighton & Hove City Council compared to other social housing providers.
| Indicator | Brighton & Hove City Council | ‘Peer group’ of local authorities with at least 1,000 properties | All types of registered social landlord |
|---|---|---|---|
| Overall satisfaction | 67% | 64% | 71% |
| Satisfaction with repairs | 68% | 66% | 72% |
| Satisfaction with time taken to complete most recent repair | 63% | 63% | 74% |
| Satisfaction that the home is well-maintained | 65% | 65% | 71% |
| Satisfaction that the home is safe | 69% | 71% | 77% |
| Satisfaction that the landlord listens to tenant views and acts upon them | 53% | 54% | 60% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 67% | 66% | 70% |
| Agreement that the landlord treats tenants fairly and with respect | 76% | 73% | 77% |
| Satisfaction with the landlord’s approach to handling of complaints | 26% | 27% | 35% |
| Satisfaction that the landlord keeps communal areas clean and well-maintained | 66% | 62% | 65% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 58% | 62% | 63% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 56% | 56% | 58% |
Tenant satisfaction 2023 to 2024
The following percentages have been rounded to the nearest percent, so may not total 100%.
STAR survey 2023 to 2024
| Very satisfied | Fairly satisfied | Neither satisfied or dissatisfied | Fairly dissatisfied | Very dissatisfied | |
|---|---|---|---|---|---|
| Overall satisfaction | 30% | 35% | 13% | 8% | 14% |
| Satisfaction with repairs | 41% | 25% | 13% | 12% | 9% |
| Satisfaction with time taken to complete most recent repair | 40% | 21% | 7% | 9% | 22% |
| Satisfaction that the home is well maintained | 33% | 32% | 10% | 11% | 14% |
| Satisfaction that the home is safe | 37% | 31% | 8% | 10% | 12% |
| Satisfaction that the landlord listens to tenant views and acts upon them | 27% | 25% | 10% | 15% | 22% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 34% | 31% | 10% | 9% | 16% |
| Strongly agree | Agree | Neither agree or disagree | Disagree | Strongly disagree | |
|---|---|---|---|---|---|
| Agreement that the landlord treats tenants fairly and with respect | 25% | 49% | 12% | 8% | 6% |
| Very satisfied | Fairly satisfied | Neither satisfied or dissatisfied | Fairly dissatisfied | Very dissatisfied | |
|---|---|---|---|---|---|
| Satisfaction with the landlord’s approach to handling of complaints | 11% | 19% | 9% | 21% | 41% |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 37% | 26% | 12% | 11% | 14% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 27% | 28% | 11% | 16% | 18% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 26% | 29% | 9% | 13% | 23% |
Housemark data
Housemark is a data and insight company. We use them to compare ourselves to other social housing providers.
The table below shows the percentage of respondents who were very satisfied or fairly satisfied with Brighton & Hove City Council compared to other social housing providers.
| Indicator | Brighton & Hove City Council | Other similar sized local authority | Housemark - all types of social landlord |
|---|---|---|---|
| Overall satisfaction | 65% | 61% | 77% |
| Satisfaction with repairs | 66% | 59% | 76% |
| Satisfaction with time taken to complete most recent repair | 61% | 59% | 70% |
| Satisfaction that the home is well-maintained | 65% | 60% | 71% |
| Satisfaction that the home is safe | 69% | 67% | 81% |
| Satisfaction that the landlord listens to tenant views and acts upon them | 52% | 48% | 64% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 65% | 60% | 72% |
| Agreement that the landlord treats tenants fairly and with respect | 74% | 67% | 78% |
| Satisfaction with the landlord’s approach to handling of complaints | 30% | 26% | 39% |
| Satisfaction that the landlord keeps communal areas clean and well-maintained | 63% | 59% | 67% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 55% | 55% | 66% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 55% | 48% | 58% |
Director Remuneration and Management Costs 2024 to 2025
The Regulator of Social Housing’s ‘Transparency, Influence and Accountability’ Standard instructs social housing providers to openly disclose details about their Directors' remuneration and management costs to tenants. This includes providing information on the total amount paid to directors, relative to the number of properties the housing provider owns, and the overall housing management costs.
Additionally, the ‘Local Government Transparency Code’ aims to increase transparency and accountability in local authorities by requiring them to publish specific information, such as financial data, procurement data, and decision-making records, promoting openness and good governance.
Please note that the Directors’ roles included in these calculations are not exclusive to the management or delivery of services to our tenants, and their inclusion in the calculation does not necessarily mean their salaries or other remuneration are paid from the Housing Revenue Account (HRA).
The HRA is funded through the collection of council rent, and other tenancy related charges.
Measure 1: The remuneration payable to the highest paid Director, relative to the size of the landlord
- remuneration payable to the highest paid Director (Chief Executive Officer), excluding pension and National Insurance contributions, in relation to the period of account: £213,935
- divided by total social housing units owned and/or managed at period end: 12,181
- total annual figure per unit: £17.56
Measure 2: The aggregate amount of remuneration paid to Directors, relative to the size of the landlord
- total aggregate Directors’ remuneration including pension and National Insurance contributions, payable to Directors or former Directors in relation to the period of account: £1,599,708
- divided by total social housing units owned and/or managed at period end: 12,181
- total annual figure per unit: £131.33
Measure 3: Management costs, relative to the size of the landlord
- total management costs (social housing lettings) in relation to the period of account: £15,882,000
- divided by total social housing units owned and/or managed at period end: 12,181
- total annual cost per unit: £1,303.83
Director Remuneration and Management Costs - previous financial years archive
Data sources
- Statement of accounts - Director remunerations for 2024 to 2025
- Local authority revenue expenditure and financing England: 2024 to 2025 individual local authority data - outturn - GOV.UK (Revenue outturn housing services, RO4) - Management costs for 2024 to 2025
- Brighton & Hove City Council Annual Housing Report 2024 to 2025, housing units owned by the council