Property management key performance indicators (KPIs)
We collect key performance indicators (KPIs) data throughout the year to understand how our services are performing.
We also collect tenancy satisfaction measures, including a detailed annual survey:
- Tenant satisfaction measures 2025/26
- Tenant satisfaction measures 2024/25
- Tenant satisfaction measures 2023/24
Property KPIs
Property KPIs help us track progress towards our goals and support us in achieving the ambitions set out in We Make Camden. Our goals are to:
- improve the overall quality of homes
- increase knowledge of our stock to prioritise improvement
- support more tenants to access or adapt homes to meet needs
- ensure our homes are safe and free from damp and mould
- maintain our service standards
- work towards the Decent Homes Standard
Definitions for figure type
The following table shows a figure type for each KPI.
- Quarterly sum means the total of 3 months' figures added together
- Quarterly position means the figure for the last month in the quarter
- Quarterly average means figures for all 3 months have been added together and divided by 3
| KPI | April to June 2025 (Q1) | July to September 2025 (Q2) | October to December 2025(Q3) | January to March 2026 (Q4) | Figure type |
|---|---|---|---|---|---|
| BS01 Proportion of homes for which all required gas safety checks have been carried out (%) | 98.7% | 98.7% | 98.1% | 98% | Quarterly position |
| BS02 Proportion of homes for which all required fire risk assessments have been carried out (%) | 98.2% | 99.7% | 99.3% | 98.3% | Quarterly position |
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (%) | 100% | 100% | 100% | 99.8% | Quarterly position |
| BS04 Proportion of homes for which all required legionella risk assessments have been carried out (%) | 99.8% | 99.7% | 99.9% | 100% | Quarterly position |
| BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out (%) | 95.8% | 82.9% | 89.2% | 89.5% | Quarterly position |
| Proportion of homes with all relevant EICRs completed within the last 5 years. (%) | 93.4% | 92.3% | 93.9% | 94.7% | Quarterly position |
| Number of overdue fire safety or building safety actions | 2838 | 2243 | 1859 | 2062 | Quarterly position |
| Total number of overdue high-risk fire actions | 0 | 2 | 1 | 2 | Quarterly position |
| Total number of overdue medium-risk fire actions | 1876 | 1447 | 1198 | 1362 | Quarterly position |
| Total number of overdue low-risk fire actions | 962 | 794 | 658 | 698 | Quarterly position |
| % tenanted homes with smoke detection | 95% | 95.2% | 95.24% | 95.3% | Quarterly position |
| % higher risk buildings with health and safety inspections completed | 96.9% | 98.3% | 99.2% | 100% | Quarterly position |
| Safety case reports submitted by the Building Safety Regulator this year | 0 | 0 | 0 | 0 | Quarterly position |
| Total capital works expenditure on housing | £6,926,000 | £41,000,000 | £67,477,000 | £109,711,000 | Quarterly position |
Repairs KPIs
Repairs KPIs help us measure progress towards our goals, which are to:
- improve the overall quality of homes
- increase knowledge of our stock to prioritise improvement
- support more tenants to access or adapt homes to meet needs
- increase fire and gas safety, damp and mould works and warm homes
- maintain our service standards
- work towards the Decent Homes Standard
Definitions for figure type
The following table shows a figure type for each KPI.
- Quarterly sum means the total of 3 months' figures added together
- Quarterly position means the figure for the last month in the quarter
- Quarterly average means figures for all 3 months have been added together and divided by 3
| KPI | April to June 2025 (Q1) | July to September 2025 (Q2) | October to December 2025 (Q3) | January to March 2026 (Q4) | Figure type |
|---|---|---|---|---|---|
| Number of day-to-day repairs awaiting completion (WIP) | 5569 | 5256 | 4608 | 3823 | Quarterly position |
| Number of overdue repairs awaiting completion (WIP) | 2665 | 2436 | 2165 | 1372 | Quarterly position |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale [LCRA only] (%) | 84% | 86% | 90.7% | 92.2% | Quarterly average |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale [LCRA only] (%) | 89% | 89% | 88% | 82.4% | Quarterly average |
| Number of damp and mould orders (emergency) completed | 35 | 101 | 328 | 390 | Quarterly sum |
| Number of damp and mould orders (non-emergency) completed | 1063 | 1276 | 1330 | 1507 | Quarterly sum |
| Disrepair cases – new | 92 | 143 | 146 | 200 | Quarterly sum |
| Disrepair cases – live | 342 | 413 | 284 | 256 | Quarterly position |
| Customer satisfaction with repairs (transactional survey) - see measure below the table | 84% | 86% | 84% | 86% | Quarterly average |
| Customer satisfaction with Mechanical & Electrical (M&E) repairs (see measure below the table) | 82% | 82% | 77% | 77% | Quarterly average |
| Number of missed appointments | 662 | 606 | 640 | 752 | Quarterly sum |
| Average time routine void is in repairs stage | 41 | 39 | 34 | 33 | Quarterly average |
| Average key-to-key re-let times in days for routine voids | 162 | 139 | 158 | 130 | Quarterly average |
| Number of active voids | 414 | 421 | 359 | 349 | Quarterly position |
| Customer satisfaction with voids | 79% | 92% | 86% | 86% | Quarterly average |
| Number of households waiting for major adaptations works to start | 308 | 292 | 304 | 273 | Quarterly position |
| Number of major adaptations works completed | 30 | 40 | 36 | 106 | Quarterly sum |
| Number of lift repairs outstanding | 671 | 26 | 584 | 42 | Quarterly position |
| % completed in 1 day or less | 92% | 91% | 68% | 96% | Quarterly average |
| Number of communal heating repairs outstanding | 374 | 887 | 3280 | 1093 | Quarterly position |
| % completed in 3 days or less | 92.7% | 93.9% | 73% | 91.9% | Quarterly average |
| Number of individual heating repairs outstanding | 285 | 702 | 1073 | 323 | Quarterly position |
| % completed in 3 days or less | 84% | 89% | 82% | 87% | Quarterly average |
| Number of estate lighting repairs outstanding | 69 | 87 | 192 | 110 | Quarterly position |
| % completed in 1 day or less | 38% | 38% | 41% | 53% | Quarterly average |
| Door entry repairs outstanding | 308 | 209 | 231 | 155 | Quarterly position |
| % Completed in 1 day or less | 100% | 100% | 93% | 100% | Quarterly average |
*Scores 3, 4 or 5 out of 5 where 3 is neither satisfied or dissatisfied, 4 is satisfied and 5 is very satisfied.
Customer contact and complaints KPIs
The complaints KPIs help us measure progress towards our goals, which are to:
- increase awareness of how we're performing and learning
- improve performance against our service standards
- increase tenant participation, equity, diversity and inclusion
- have better complaint handling
- increase tenant satisfaction
Definitions for figure type
The following table shows a figure type for each KPI.
- Quarterly sum means the total of 3 months' figures added together
- Quarterly position means the figure for the last month in the quarter
- Quarterly average means figures for all 3 months have been added together and divided by 3
| KPI | April to June 2025 (Q1) | July to September 2025 (Q2) | October to December 2025 (Q3) | January to Match 2026 (Q4) | Figure type |
|---|---|---|---|---|---|
| Number of Stage 1 complaints | 941 | 884 | 1171 | 1366 | Quarterly sum |
| % of Stage 1 responses sent in this period that were within time (10 days) | 93% | 95% | 90% | 99% | Quarterly average |
| Number of Stage 2 complaint reviews received | 296 | 286 | 311 | 242 | Quarterly sum |
| % Stage 2 complaint reviews completed in this period that were upheld | 26% | 27% | 58% | 95% | Quarterly average |
| Number of members' enquiries (MEs) to division | 136 | 109 | 335 | 375 | Quarterly sum |
| % member enquiries responded to within 10 days | 83% | 92% | 97% | 98% | Quarterly average |
| % of calls responded to (repairs phone line) | 98% | 98% | 88% | 80.5% | Quarterly average |
| Total number of customer repair contacts | 55,932 | 57,949 | 69,319 | 63,367 | Quarterly sum |
| % of repairs orders raised online | 86% | 87% | 88% | 93% | Quarterly position |