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Council tenants

5.Housing service performance

On this page:

    Introduction

    This page shows how our housing service is performing.

    We collect performance information throughout the year to help us understand how well our services are working and where improvements are needed. This includes information about how satisfied our tenants are, and how important housing services are delivered.

    We update this page regularly, so tenants can see how our performance is changing over time.

    How we measure performance

    What we measure

    • how well we deliver housing services
    • how satisfied tenants are with those services
    • how quickly and safely we respond to issues.

    Where the information comes from

    We use this information to improve the services we provide.

    How we are regulated

    As a social housing landlord, the council is regulated by the Regulator of Social Housing.

    The Regulator sets national standards that all social housing landlords must meet. These standards include:

    • how homes are managed
    • how services are delivered
    • how landlords listen to tenants.

    You can find out more by visiting:

    GOV.UK - Regulatory standards for landlords

    As well as the Regulator of Social Housing, we're also required to meet standards set by the Housing Ombudsman. Our self-assessment against the Housing Ombudsman's Complaint Handling Code is available to read on our Feedback - complaints and compliments page.

    Our Housing Strategy sets out our long term plans for meeting these standards as a landlord.

    Regulator of Social Housing inspection

    In July 2026, the Regulator of Social Housing published the outcome of its first inspection of East Riding of Yorkshire Council's housing service. The inspection findings will help to shape our ongoing service improvements.

    You can read the full report on GOV.UK:

    GOV.UK - East Riding of Yorkshire Council - Regulatory Judgement

    Our annual report

    Our annual report explains how East Riding of Yorkshire Council has performed over the past year as the landlord of your home.

    You can view the most recent reports below:

    Annual report to Tenants and Leaseholders 2024 to 2025 (pdf 5mb)

    Annual report to Tenants and Leaseholders 2023 to 2024 (pdf 2.3mb)

    The Social Housing (Regulation) Act 2023 brought in new rules for social housing landlords. These rules give tenants more rights, improve access to complaints and strengthen the role of the Regulator of Social Housing.

    From 1 April 2024, the Regulator of Social Housing began carrying out inspections of social landlords. All registered providers, including the council, must meet the Regulator’s standards.

    The annual report shows how we are meeting these standards. It also includes the results of the latest tenant satisfaction measures.

    Tenant Satisfaction Measures

    Tenant satisfaction measures (TSMs) are a set of national measures used to show how well social housing landlords are providing homes and services to tenants.

    We publish our full TSM results once a year, in line with guidance from the Regulator of Social Housing.

    Read more about Tenant Satisfaction Measures

    Quarterly performance updates

    We publish the most recent performance information on this page. These figures are made up of a mix of quarterly tenant satisfaction measures, and other areas that we collect information about.

    Most figures are updated every three months. The Decent Homes Standard is measured annually.

    How we are performing October 2025 - December 2025

    How we are performing July 2025 - September 2025

    How we are performing April 2025 - June 2025

    Get involved and contact us

    Getting involved

    Tenants can get involved in helping to shape and improve housing services. There are different ways to share your views and influence how services are delivered.

    Find out how to get involved in housing services.

    Housing complaints and feedback

    Tenants have the right to raise complaints and give feedback.

    If you have a concern or complaint about your current home, you can get in touch with your area housing officer in the first instance. Contact your local housing officer:

    Find out more about making a complaint or giving feedback.

    Questions about this page

    If you have any questions or comments about the information on this page, you can contact your local housing influence officer:

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    • 2.84%

      Homes that do not meet the Decent Homes Standard (measured annually).

    • 89.54%

      Non-emergency repairs completed within target timescales (14 - 56 days)

    • 96.41%

      Emergency repairs completed within target timescales (24 hours).

    • 99.91%

      Required gas safety checks carried out.

    • 100%

      Required fire risk assessments carried out.

    • 100%

      Required asbestos surveys carried out.

    • 46.47%

      Required water safety checks carried out.

    • 100%

      Required lift safety checks carried out.

    • 94.44%

      Damp and mould investigations completed within the time frame.

    • 100%

      Percentage of properties with carbon monoxide detectors (where required).

    • 99.45%

      Percentage of properties with an Electrical Installation Condition Report (EICR).

    • 5.58

      Stage one complaints (per 1000 homes).

    • 1.77

      Stage two complaints (per 1000 homes).

    • 74.6%

      Stage one complaints responded to within timescales.

    • 85%

      Stage two complaints responded to within timescales.

    • 16.67

      Antisocial behaviour cases (per 1000 homes).

    • 0.00

      Antisocial behaviour cases involved hate incidents (per 1000 homes).

    • 2.84%

      Homes that do not meet the Decent Homes Standard (measured annually).

    • 95.73%

      Non-emergency repairs completed within target timescales (14 - 56 days)

    • 96.84%

      Emergency repairs completed within target timescales (24 hours).

    • 99.92%

      Required gas safety checks carried out.

    • 100%

      Required fire risk assessments carried out.

    • 100%

      Required asbestos surveys carried out.

    • 67.13%

      Required water safety checks carried out.

    • 91.67%

      Required lift safety checks carried out.

    • 92.85%

      Damp and mould investigations completed within the time frame.

    • 100%

      Percentage of properties with carbon monoxide detectors (where required).

    • 99.53%

      Percentage of properties with an Electrical Installation Condition Report (EICR).

    • 14.72

      Stage one complaints received (per 1000 homes).

    • 3.1

      Stage two complaints received (per 1000 homes).

    • 75.30%

      Stage one complaints responded to within timescales.

    • 82.85%

      Stage two complaints responded to within timescales.

    • 34.76

      Antisocial behaviour cases (per 1000 homes).

    • 0.00

      Anti-social behaviour cases involved hate incidents (per 1000 homes).

    • 2.84%

      Homes that do not meet the Decent Homes Standard (measured annually).

    • 96.64%

      Non-emergency repairs completed within target timescales (14 - 56 days).

    • 98.55%

      Emergency repairs completed within target timescales (24 hours).

    • 99.93%

      Required gas safety checks carried out.

    • 100%

      Required fire risk assessments carried out.

    • 100%

      Required asbestos surveys carried out.

    • 74.65%

      Required water safety checks carried out.

    • 100%

      Required lift safety checks carried out.

    • 94.81%

      Damp and mould investigations completed within the time frame.

    • 100%

      Percentage of properties with carbon monoxide detectors (where required).

    • 99.52%

      Percentage of properties with an Electrical Installation Condition Report (EICR).

    • 23.14

      Stage one complaints received (per 1000 homes).

    • 4.25

      Stage two complaints received (per 1000 homes).

    • 80.84%

      Stage one complaints responded to within timescales.

    • 79.16%

      Stage two complaints responded to within timescales.

    • 44.34

      Anti-social behaviour cases (per 1000 homes).

    • 0.088

      Anti-social behaviour cases involved hate incidents (per 1000 homes).

    Property

    Repairs

    Safety

    Customer service

    Antisocial behaviour

    Property

    Repairs

    Safety

    Customer service

    Antisocial behaviour

    Property

    Repairs

    Safety

    Customer service

    Antisocial behaviour

    Alerts