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TLC magazine Spring 2025 - text version - Annual report 2023-24
Published: 19 March 2025
Annual report 2023-24
Every year we produce a report which provides an overview of what we’ve been doing to make sure our housing service delivers good quality, affordable homes that support people to live independently.
Value for money - affordable homes
| Size of property | Norwich City Council home: average weekly rent (based on 52 week rent year) | Norwich private sector home: average weekly rent (based on 52 week rent year)* |
|---|---|---|
| 1 bed | £81.60 | £164 |
| 2 bed | £87.53 | £206 |
| 3 bed | £96.62 | £242 |
| 4 bed | £104.43 | £342 |
* Source: ONS as at end November 2024
Expenditure
Income for the Housing Revenue Account (HRA) is generated from rental from houses and garages, service charges and rechargeable repairs.
The Housing Revenue Account records expenditure and income on running the council’s housing stock and closely related services or facilities, which are provided for the benefit of council tenants.
- housing management £14.9m
- repairs and maintenance £14.3m
- planned upgrades and improvements £14.2m
- estate management £3.5m
- empty property works £3.4m
- sheltered housing £1m
- amount spent on caretaker services £0.6m
Performance - How did we do in 2023-24?
64.2% are satisfied with the overall service (TP)
Keeping properties in good repair
- 66.4% are satisfied with the overall repairs service
- 58.6% are satisfied with the time taken to complete the most recent repair
- 0.3% of homes that do not meet the Decent Homes Standard
- 96.7% of emergency repairs completed withing the target time
- 64.1% are satisfied we provide a home that is well maintained
- 87.1% of non-emergency repairs completed within the target timescales
Maintaining building safety
- 75.7% are satisfied we provide a home that is safe
- 100% of gas safety, water and lift checks and fire risk assessments have been carried out
- 99.2% of asbestos safety checks have been carried out
Respectful and helpful engagement
- 53.9% are satisfied we listen to your views and act upon them
- 67.5% are satisfied we keep you informed about things that matter to you
- 76.6% agree that tenants are treated fairly and with respect
Effective handling of complaints
- 21% are satisfied with our approach to complaints handling
- 83.8 stage 1 complaints per 1,000 properties
- 64.9% of stage 2 complaints responded to in target
- 44.8% of stage 1 comlaints responded to in target
- 13.5 stage 2 complaints per 1,000 properties
Responsible neighbourhood management
- 47.4% are satisfied we keep communal areas clean and well maintained
- 56% are satisfied we make a positive contribution to your neighbourhood
- 55.9% are satisfied with our approach to handling anti-social behaviour
- 80.5 of anti-social behaviour cases (including hate) opened per 1,000 properties
- 0.6 of anti-social behaviour cases (hate only) opended per 1,000 properties
To see how we’re doing against these measures in 2025 please visit www.norwich.gov.uk/TSM24-25
