Rent
72.0% of tenants who responded to our tenant survey in 2022 felt that the rent for their property represented good value for money, which is down from 82.5% in 2021. The figure is also down on the average for all local authorities which currently stands at 79.9%, which has fallen from 81.9%.
We collected 99.2% of rent due for payment during 2023/24, an increase from 98.6% in 2022/23 . This is in line with the local authority average of 99.3%.
The percentage of potential rental income lost during the period when homes are empty was 2.0%, improved from 2.3% in the previous year. During the same period, the local authority average has gone up from 1.7% to 1.8%.
The number of households waiting for adaptations dropped from 135 to 129. The average time to complete adaptations was down from 84.4 days to 66.5 days, but despite this positive outcome, it is still higher than the local authority average of 43.4 days.
How we are improving
We’ve continued to make improvements to make it easier for tenants to pay their rent. Support and advice are available to help tenants manage their rent payments and tenants are encouraged to contact their local housing officer who will be able to help provide information on support and financial help that may be available.
The Tenant Hardship Fund that was established as part of the 2023/24 housing budget has remained in place to provide support to tenants experiencing financial hardship, including those who cannot access benefits. The Fund is constantly evolving and improving. The criteria has been extended to assist tenants facing pressing personal / family financial pressures (for example, to replace or repair household appliances, to pay for school activities and to meet demands for energy bills or personal debts). The maximum award has also been increased from one fortnightly rent to two fortnightly (four-week) rent payments where appropriate.
Since its introduction in October 2022, the Rent Sense analytics tool has had a positive effect on rent performance. Out of the 2,623 cases recommended for contact in April 2024, 61% are now either out of debt or have had positive movement.
From November 2024 we are about to implement assisted automation on a six-month trial. This will be used for targeted text 天美传媒 to council tenants around rent payments and help and advice. The company that manages the RentSense analytic tool estimated that 97% of tenants have smart phones and 78% of 18–35-year-olds are looking to transact digitally, this is therefore a key tool for better engagement going forward.