North Yorkshire Council Housing management Tier 1 Dashboard (April 2025)

Service	Performance Indicator	Target	Performance	Trend	Performance RAG Rating	Commentary on noncompliance	Assurance RAG Rating	Data Quality Assurance and Next Steps	Ongoing Mitigations in Place
Housing Standards	TSM - Proportion of homes for which all required gas safety checks have been carried out (%) (BS01)	100%	97.69% (7187/7357)	Down from 98.81%		Of the 6985 single domestic dwellings our contractor inspects, 6815 were valid at the end of April.  We have identified 170 properties without valid gas safety certificates, which are all subject to the ‘no access’ process. Number of non-valid has fallen from 333 in January to 170.		The apparent fall in compliance since March does not reflect a true decrease in the number of units with valid gas safety records: rather, it is the result of the data validation work undertaken to establish the number of units served by communal gas boilers. The total number of units that should be included in this measure (the denominator) stands at 7357, not 7012 as previously reported. All 18 complex buildings with a communal gas boiler have valid Landlord Gas Safety Records, serving a total of 372 individual dwellings. Data accuracy challenges continue, especially in the former Selby area. Savills and Sureserve Compliance are conducting parallel data cleansing exercises to confirm property numbers and improve reporting reliability. We understand Savills have completed this work and await analysis of results.	Contractor will be undertaking toolbox talks around correct details of the gas servicing for example capping off / CO detectors missing. Servicing data will be updated / managed by dedicated member of contractor team appointed March. Visits planned for gas servicing from NY management team for no access cases alongside liaison with housing management. Website safety pages for tenants. If attempts to gain access are unsuccessful, we cap the gas supply to ensure safety. Working with Sure Maintenance to bring forward gas safety servicing to allow more time before checks expire.
Housing Standards	% of properties with valid smoke alarms / detectors	100%	97.96% (8157/8327)	Down from 99.00%		The 170 properties without valid alarms are those identified above as having refused access and are progressing through the no-access process.		10% audited as part of external contract 10% checked internally of certificates for accuracy	Requirement on new contractor to install battery operated where hard wired fails; this is then placed on programme for new hard wired.  Battery-operated alarms have 7+ year warranty.
Housing Standards	% of properties with valid carbon monoxide alarms / detectors	100%	93.54% (7330/7836)	Down from 98.84%		The number of valid homes has increased this month, but percentage compliance has actually fallen due to a larger increase in the number of assets this measure applies to, following validation of which assets are off the gas grid.		10% audited as part of external contract 10% checked internally of certificates for accuracy	Solid fuel fires removed on void. Also, solid fuel removal programme as part of decarbonisation work. Also see above re. HomeLink programme etc.  Rolling programme of renewal / install of detectors since legislation was introduced.
Housing Standards	% of domestic properties with EICR certificate up to 5 years old	100% Improvement Plan Reference: 3.3 Target completion date March 2027	49.10% 4084/8318	Up from 48.38%		Increase of 60 valid certificated addresses since previous month. AI scanning of certificates is almost complete. So far, it has identified 3,308 valid EICRs and 1,144 that are no longer valid. The KPI reported here uses ongoing records rather than the snapshot provided for AI scanning. This figure represents a worst-case scenario given that AI scanning of certificates will increase rather than decrease coverage.		Savills has conducted data validation from our spreadsheets; analysis to follow. The remaining certificates have been converted to PDFs in such a way that they can only be ‘read’ using a novel software build. Once that has been set up on a new laptop, it will quickly work through the remaining certificates. Completion has been delayed by the necessity of commissioning a new laptop, received 13.05.25. Data discovery is now expected to complete by end of May. At that point we will need to cross—check the records with other stock information and combine the scanned results with our ongoing records to form a complete picture of compliance. Minimum of 1664 single domestic dwellings to have EICR as part of retrofit programme is now due to commence from June 2025 due to delays in funding agreement, and 150 EICRs are being carried out within Wave 2.2 retrofit programme.	Creation of combined & prioritised programme across all stock.   Launch of new Repairs Standard and Tenant Handbook   EICRs now completed on VOID across all legacy authority areas. Linking data/records/visits across EICR programme, retrofit and stock condition surveys. When we go to do retrofit works (i.e. for homes with worst EPC) we plan to also conduct EICR. Same when we do HHSRS in response to a complaint.
Housing Standards	% of communal assets with EICR certificate up to 5 years old	100%	100% (37/37)	Static				Work undertaken to validate complex sites – agreed 37 sites across portfolio. This involves physical inspection of consumer units across sites. EICRs for communal assets stored with residential EICR folders and therefore cannot be viewed separately.  Surveyors are undertaking data checks to ensure all necessary information is on site (to be completed w/e 28/03). AI exercise will also support logging of certificates for future monitoring.	Regular contact with on-site wardens to help track work / identify works.
Housing Standards	C1 & C2 Electrical remedials at: Less than 3 months	0 across all age bands.	Less than 3 months:	Static		One C1 hazard was identified and rectified the same day. 22 C2 hazards were identified and rectified within one month.		As part of the AI scan a total of 2527 C2 faults have been identified from legacy certificates. These will be checked to confirm completion of works. Potentially this identification has been created by historic certificates (more recent certificates may exist within the data that show compliance). A check on repairs history is also underway to help ensure works were completed as expected.
	3-6 months		3-6 months:
	6-12 months		6-12 months:
	More than 12 months		12 months:
Housing Standards	TSM - Proportion of homes for which all required fire risk assessments have been carried out (%) (BS02)	100% Improvement Plan Ref: 3.4 Target completion date July 2025	100% (1657/1657)	Up from 83.67%		Blocks of flats comprise most of this figure, alongside sheltered and supported housing. We own 37 buildings classified as L1, requiring annual FRAs. Of these, 35 sites cover a total of 372 individual units of accommodation. All have valid FRAs. The two remaining L1 sites are community buildings without accommodation and are excluded from this TSM. L2 and L3 encompass blocks of flats, to be assessed every two or three years respectively. Data validation found that the number of blocks of flats requiring an FRA was 195, rather than 206 as previously reported. Note that these blocks contain 1287 individual dwellings, leading to a much higher denominator than previously reported for this measure.		Work has been undertaken to review the specific categorisation of ‘complex sites’ to ensure there is consensus on the actual sites and recording of them across contracts. Data validated and checked internally. External quality assurance on FRAs needed.   New management plans in place and will be reporting against four categories of building for future returns. This will likely improve data assurance as properties will clearly fall into a designated category for the purpose of assessments.	High risk properties have a management presence on site and rolling programme of in-person inspections.
Housing Standards	Outstanding fire risk assessment remedials (high risk) at:	High risk target time: 1 month				There are a total of 913 high and medium risk actions logged. 333 actions are currently within their target time and a further 70 are linked to community centres and therefore not associated with dwelling units in accordance with TSM BS02 as above. We have identified a total of 347 overdue high-risk actions arising from FRAs. This is 36 fewer than reported last month, owing to the exclusion this month of actions required for sites with no associated dwelling units, i.e. community centres. These figures now align with the TSM measure BSO2 (above). Since all FRAs have now been completed, this figure represents the peak backlog of remedial works. We anticipate a further decrease in this figure as validation is carried out. With effect from 01/04/25 dedicated existing resource is being diverted from the improvement team to undertake fire safety repairs (loft hatches, bin stores, fire doors etc).  Existing resource is also being diverted from the safety team to expedite procurement and manage external contractors relating to Fire. A prioritised work programme is being compiled.		Reprofiling the work has helped establish anomalies in the data linked to the recording of actions. Work is planned to validate the actions and where necessary remove those items that aren’t specifically actions. Therefore, this remains a worst-case scenario until this exercise is completed. For example, some high-risk actions identified are linked to recording of activity as opposed to a required intervention. Through new management plans better definitions of actions will be included. Physical validation is planned to check whether minor interventions that have not been closed down were completed. We expect around 500 remedial actions to remain after this exercise. Excel formulas to calculate this information need reworking. We also need to clear up which set of timescales we report on. Remedial actions raised by inspections will be tagged and reported on from Planon after we go live with external contractors; expected in Q2.	Early conversations have taken place with colleagues in Emergency Planning to look at the immediate impacts of a major event at one of the complex sites and to establish possible responses that could be required in the creation of rest centres/hubs as required. Resource is being allocated from within internal teams to tackle the remedial actions including appointing a dedicated contracts supervisor to oversee the work due to commence with a dedicated contractor in Q1. Work being prioritised according to risk level. Moving toward a full evacuation rather than stay put policy where compartmentalisation cannot be guaranteed. Gas contractors trained to identify compromised fire doors and report those to us. Independent Living Scheme wardens as well -they do a weekly check. Mentioned in Tenant Handbook and on website.
	Months 2-3		18
	Months 4-6		116
	6 Months +		213
Housing Standards	Outstanding fire risk assessment remedials (medium risk) at:	Medium risk target time: 3 months				We have identified a total 175 overdue medium-risk remedial actions arising from FRAs. This is 92 fewer than last month, owing to the exclusion this month of actions associated with non-residential sites. This brings the figures into alignment with TSM BS02 (above). Since all FRAs have now been completed, this figure represents the peak backlog of remedial works. We anticipate a further decrease in this figure as validation is carried out.
	Months 4-5		57
	Months 6-9		66
	9 Months +		52
Housing Standards	TSM – Proportion of homes for which all required legionella risk assessments have been carried out (%) (BS04)	100%	100% (372/372)	Static		37 communal boilers serve a total of 372 individual dwelling units. All have valid legionella risk assessments.		From December just one contractor now used for this –expected to deliver improved accessibility of data and improved reporting.    Data held in a portal; any non-conformance will be raised by contractor. Remedial actions raised by inspections will be tagged and reported on from Planon after we go live with external contractors; expected in Q2. The accuracy of the current Legionella KPI figures remains under review due to the absence of supporting documentation from the contractor, IWS. Although IWS has indicated that all required Risk Assessments have been completed, copies have yet to be provided, as they continue to carry out a data cleansing process. This is now the third consecutive month without the necessary evidence to verify compliance. If the required documentation is not received promptly, serious consideration will be given to the renewal of the contract, which is due in September.	External auditor (Morgan & Lambert) to be appointed from Q1 to validate / cross reference the work of the appointed contractor and help build assurance on compliance / standards. Routine site monitoring and testing are still being carried out in accordance with the Planned Preventative Maintenance (PPM) schedule, ensuring ongoing risk control measures remain in place.
Housing Standards	% of communal boilers confirmed clear of legionella	100%	100% (37/37)			Contractor reports 37 valid Legionella Risk Assessments but has so far been unable to produce those assessments to provide assurance.
Housing Standards	TSM – Proportion of homes for which all required asbestos management surveys or reinspections have been carried out (%) (BS03)	100%	10.75% (895/8327)	N/A		Significant increase in compliance since March owing to inclusion of void records and validation of dwelling units within L1 sites. The figure includes our identified high-risk buildings, of which 35 of 37 have a current survey, up from 20 last month. The two that are not covered are community facilities and do not contain dwelling units. Number of asbestos reinspections overdue by more than 12 months fell from 17 to 2; these scheduled for early May. There are no other overdue reinspections. In addition to the above, 56 inspections took place in single domestic dwellings, taking the cumulative total to 147. No immediately dangerous hazards identified.		Surveys returned by contractor that require analysis to establish actions required. Registers previously held in different formats and platforms. Single register in development based on Selby (Keystone data) and Harrogate data alongside recently inspected properties from across the stock - challenges on historic data (specifically Richmondshire) which will be included in Savills review. Ultimately this register will be held in Planon. Improving data tracking and management of asbestos data in partnership with contractor.  The reports received have been forwarded to our contracted asbestos consultants to develop comprehensive asbestos management plans. These plans will outline appropriate control measures, inspection frequencies, and any remedial actions required to ensure continued compliance and safety across our property portfolio. Historic inspection data is held on legacy portals; we need to develop a plan to extract that information and process it into a current system.	Review of Lettable Standard targets 100% removal of internal asbestos in general needs void properties where identified. Information provided on website safety pages. Looking to put together a tenant leaflet about common asbestos-containing materials, advising not to disturb them. Guidance on asbestos included in tenant handbook informs tenants that they must check with Council when they want to conduct DIY to ensure there is not asbestos present. Tenants to be provided with asbestos report concerning location and type of asbestos and how to manage as required. Where any immediate risks have been identified during inspections, these are promptly escalated to the appointed contractor for action. Where identified as part of improvement works, Asbestos Management Plans are developed. Included in Savills validation exercise to establish baseline. Procured single contractor to manage asbestos testing and removal; working with them to develop a single register.
Housing Standards	TSM – Proportion of homes for which all required communal passenger lift safety checks have been carried out (%) (BS05)	100%	100% (16/16)	Static		16/16 platform lifts are compliant, with 8 inspected according to schedule this month. 8 to follow in May. Contractor currently doing full condition reports on reinspection for added assurance; to return to normal testing in June. There are no overdue remedial actions.			Lift servicing continues to be carried out in line with good practice and exceeds industry standards, with all lifts serviced on a bi-monthly basis rather than the typical quarterly frequency. Single contractor since December, working to one contract. Insurance inspections for every lift completed every 6 months; will also be doing data validation exercise.
Housing Standards	No. of newly reported Damp and Mould cases in previous month		53	Down from 87		Lowest number of new cases since October, ending five-month rising trend. No repeat cases but 2 cases referred by someone other than tenant. First month with reports not upheld (11) resulting from new process.		Surveyors are working back through the 20 repeat cases, conducting full HHSRSs to identify the underlying causes.	Leaflet & webpage on damp and mould for tenants in development. Granicus form for Customer Services and tenants to report cases of damp, mould and condensation is now live. Concerns can also be flagged by housing staff or contractors visiting properties. The form will be accessible to them too.   A Stock Condition Survey has been designed and implemented. The Housing Safety Team along with an external contractor are carrying out stock conditions surveys and Damp, Mould and Condensation will be picked up in this visit.   Drop-in sessions planned with Customer Involvement Team to support launch of new forms and to raise profile of issue amongst customers.   All surveyors have completed HHSRS damp and mould course (7th February).   Full HHSRS inspections conducted wherever tenants complain about damp or mould.
Housing Standards	% of mould clean in target time (14 days)	100%	26.32% (25/95)	Up from 18.39%		Highest number of mould cleans in month: 95, continuing to increase from last month’s high of 71. This increase in capacity means the backlog of cleans fell for the first time in April from 50 to 43. Overall percentage of cleans done in target time (cumulative in year): 53.50% (229/428) Overall percentage of works raised that have been completed: 90.08%  (427/474)		New processes to capture and measure – requires validation.   Separating damp and mould service requests from general complaints to ensure these are addressed as service requests and not triaged through the complaints process.   Request made via TSM survey to identify whether property has damp and mould and whether this has been reported. Follow-up processes in place.   Warm Homes programme also picks up damp and mould issues in properties with EPC D-F.    Damp and mould management plan being developed in partnership with Savills. Expected May.  Surveyors are working back through the 20 repeat cases, conducting full HHSRSs to identify the underlying causes. Data to be recorded and reported out of Planon once it goes live for external contractor jobs in July.	Letters are being sent to any properties with no access asking tenants to get in touch so the contractor can gain access. Sending the letters has been successful in previous months. This mould cleaning contract has now come to an end and any outstanding jobs will be completed. Any new reports of Damp and mould will be surveyed by the internal Safety Team. There are 31 outstanding mould cleans dating from Sep 2024 to March 2025 where we have had no access or have been asked to put the work on hold. These tenants have been sent access letters and the Housing Officers have been informed of the no access issue.
Housing Standards	% of homes that meet the Decent Homes Standard					467 void properties returned to use in last 12 months at the required standard and surveyors are working back through these, conducting HHSRS surveys.		Mobiess data needs to be linked into Planon and a technological solution developed to evaluate the completed surveys for compliance.
Housing Standards	% of stock with current HHSRS Stock Condition Survey (cumulative)		4.11% (342/8327)			Cumulative measure increased from 383 last month. 5 additional operational support officers started this month, to process and monitor the additional repairs being generated.			In house surveyors are completing reactive HHSRS surveys within 14 days of any category 1 hazards being reported.
Housing Standards	TSM – Proportion of non-emergency repairs completed in target timescale [LCRA only] (%) (RP02)		88.95% (1425/1602)	Up from 67.76		Significant increase as reporting for jobs across all three areas now on Planon and ‘real time’, i.e. reported at the actual time the trade operative completes the work on site -does not depend on back office manually closing jobs later. There could also be an increase as the starting point for April on Planon was 0 (no previous or backlog jobs, or jobs already late.) In-house teams completed 88.8% (1319/1486) on time. External contractors completed 91.34% (106/116) on time. RAG rated green because overall, 90% of responsive repairs were completed on time, which corresponds to the second quartile among social landlords (above median of 84%).		Planon went live on 1^st April for In-house Repairs and now means all in-house repairs across the Housing Stock are managed by one system. This will enable us to accurately report on the percentages of repairs completed by the in-house teams. Initial minor system issues were experienced at launch however system implementation has gone well. Reporting data will improve over the coming weeks/months as system usage increases. The next stage for system roll-out will the inclusion of responsive repair contractors on the Planon system, the target is to be able to have this in place towards the end of Q2. Assurance for in-house repairs increased significantly due to unified Planon system; anticipating increase in assurance for external jobs once those are moved onto the platform.	All in-house repair jobs are now being progressed through one single Housing Repair system for all localities and are being completed in a consistent manner for all areas/repairs. Generally, the initial report is encouraging however, has thrown up some anomalies and operational issues regarding use of correct SOR codes/priorities which are being addressed. Initially there was a problem/glitch regarding retrospectively inputting OOH calls/jobs preventing report figures which has now been rectified, and this data will be available for May figures. It will take a little time for Operational staff to be completely confident and consistent with a new system, but this is improving day by day.
Housing Standards	TSM – Proportion of emergency responsive repairs completed within target timescale [LCRA only] (%) (RP02)		94.26% (608/645)	Up from 58.50%		In-house teams completed 92.31% (168/182) on time. External contractors completed 95.03% (440/463) on time. RAG rated green because overall, 90% of responsive repairs were completed on time, which corresponds to the second quartile among social landlords (above median of 84%).		PlanOn went live on 1^st April for In-house Repairs and now means all in-house repairs across the Housing Stock are managed by one system. This will enable us to accurately report on the percentages of repairs completed by the in-house teams. Initial minor system issues were experienced at launch however system implementation has gone well. Reporting data will improve over the coming weeks/months as system usage increases. The next stage for system roll out will the inclusion of responsive repair contractors on the Planon system. The target is to be able to have this in place towards the end of Q2. Assurance for in-house repairs increased significantly due to unified Planon system; anticipating increase in assurance for external jobs once those are moved onto the platform.
Housing Standards & Landlord Services	Average time (in days) taken to relet		128	Down from 147		An improvement as we continue to work through a backlog of long-standing cases. RAG rated red as this corresponds to the fourth quartile among social landlords.		Validation of which void category past projects fall into is expected to lead to a reduction in this average, as we confirm that voids receiving major works have been removed from the dataset.
Landlord Services	% of stock vacant and available to let		0.40%	Up from 0.30%		Despite an increase in vacancy since March, performance remains in the second quartile of social landlords. Given this performance, which indicates homes are rarely left available but un-let, we expect data validation to reveal a lower overall void re-let time in the above measure once time taken to complete major works is subtracted.
Landlord Services	TSM - No. of ASB cases opened (per 1,000 homes) (NM01)		0.4	Down from 2.50		High variance between months reflects small absolute number of cases. No directionality since the Council aims to minimise the occurrence of ASB but encourages its reporting.		Thus far, reporting has been a highly manual process, relying on multiple points of contact and several stages of human manipulation. From now on, the implementation of REACT software is expected to increase reporting efficiency and assurance.
Landlord Services	TSM – No. of ASB cases that involve hate incidents opened (per 1,000 properties) (NM01)	Minimise	0
Landlord Services	TSM - No. of new stage 1 complaints received in month per 1,000 properties. (CH01)		2.40 (20/8.327)	Down from 4.20		20 complaints received, down from 35 in March.
Landlord Services	TSM - No. of new stage 2 complaints received in month per 1,000 properties (CH01)		0.12 (1/8.327)	Down from 0.36		1 complaint received, down from 3 in March.
Landlord Services	TSM - % of stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (%) (CH01)	Maximise	90.00% (36/40)	Up from 75.00%
Landlord Services	(TSM) - % of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (%) (CH01)	Maximise	100% (2/2)	Up from 57.14%
Landlord Services	TSM – Overall satisfaction with the service provided by North Yorkshire Council (Quarterly) (TP01)		68%	Down from 70% Q3		Analysis by Acuity indicates fall in overall satisfaction linked to concerns about cost of living. See full report for commentary.
Landlord Services	True current tenant arrears at the end of the month (%)	Minimise	0.27%	Down from 0.45%		While performance is always good, April’s figure is characteristically low because of the various inherited rent charging regimes; Selby is in credit because the first week in this year was a non-rent week, so we only charged rent over the remaining 3 weeks in the month.

Key

Performance RAG Rating		Comparison to previous	(Included from February 2025)	Assurance RAG Rating
Red	Below target and outside tolerance		Improving compared to previous result	Red	No confidence or assurance in the data quality
Amber	Below target within tolerance		Static when compared to previous result	Amber	Limited confidence or improving confidence
Green	At or ahead of target		Declining compared to previous result	Green	Confident of the accuracy, validity and reliability of the data