Annual housing standards review

Each year, we review our performance in line with our housing and property service standards. This helps us to understand what’s working and where we can improve. We share this report with the Housing and Property Resident Panel to make sure we’re focusing on the changes that matter most to our tenants.

The annual performance standards review includes qualitative and quantitative performance data. We monitor performance regularly using a set of key performance indicators (KPIs).

You can keep up to date with our performance, including key service standards and Tenant Satisfaction Measures, here:

Read the annual housing standards review report 2024 to 2025 (PDF)

Key facts and figures from the 2024 to 2025 report

Finding a place to call home

We supported 461 families living in overcrowded conditions, including severely overcrowded households. This was a 56% increase compared to the previous year
We helped 32 households experiencing domestic violence and abuse move into safe housing, which is a 18.52% increase from previous year
166 households who were awarded harassment and violence points were successfully housed, which is a 21% increase from the previous year

Safer and connected neighbourhoods

In our Tenant Satisfaction Survey, 75.30% of our residents are satisfied that Camden keeps the communal area clean and well-maintained, and 76.30% are satisfied that Camden makes a positive contribution to the neighbourhoods. Both these figures were over 10% higher than the London averages
The rate of ASB cases was 32.9 cases per 1000 homes, with hate crime incident accounting for 0.2 per 1000 homes
In our Tenant Satisfaction Survey, 57.90% are satisfied with Camden’s approach to handling ASB. Whilst we know this is not high enough, it is a 25.05% increase on the previous year and shows we are headed in the right direction
In 2024, there were 320 cases where domestic abuse (DVA) was recorded as a concern, of these, 140 were new cases. The number of identified DVA cases referred for specialist support to our DVA multi-disciplinary team was 56 in 2024; a 10% increase since 2022

Getting involved

1021 residents engaged in Camden’s tenant satisfaction measure survey
In our Tenant Satisfaction Survey, 55.90% were satisfied that we listened to their view and acted upon them, which is a 9% increase from the previous financial year
We held 10 Neighbourhood Action Days, alongside two Heads of Service events, and four District Management Committee (DMC) meetings

Resolving repairs

84.5% of all non-emergency job repairs were attended on target, and 85.9% of emergency repairs were attended on target
99.1% of domestic gas safety checks were carried out 99.9% of homes where required asbestos management surveys or re-inspection have been carried out
98.3% of homes for which all required communal passenger lift safety checks have been carried out
98.4% of homes which all required fire risk assessments have been carried out
64.50% of our respondents of the TSM survey said they are satisfied with our repairs, which is 1.5% less than the satisfaction rating of the previous financial year, but in line with London average (64%)

Paying your rent

There was a £885,000 reduction in arrears, which was 4.97% decrease from the last financial year
6,508 phone calls were made, 5427 calls were received, 194 office interviews were conducted, and 651 home visits were made
Camden residents made over 400,000 transactions through 14 different payment methods, and bank payments made up approximately 24% of the transactions

When things go wrong

106.4 Stage 1 complaints were received per 1000 homes, and 89.3% stage 1 complaints were responded to within policy timescale (15 days), over 10% higher than London average (76.5%)
24.3 Stage 2 complaints were received per 1000 homes, and 52.8% complaints were responded to within the complaints handling code timescales (25 days). Our performance in how we handle stage 2 complaints is well below the London average (73%), and we are putting in place improvement plans to ensure there is improvement in this area
28.30% of the respondents to the tenant satisfaction measure were satisfied with our approach to handling complaints, in line with London average of 27%
80% of respondents of the Kwest Survey agree with the ease of making complaints, and 87% say staff contacted them while looking into the complaints

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