BITMO and PFI performance
If you live in the BITMO area, you can find out more information about how BITMO is performing.
If you live in a PFI area, you can find out more about how your PFI provider is performing in their updates to you.
Our latest results
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Satisfaction with our overall service | 66% | 70.3% | 72% |
View more results
Customer care
Your satisfaction with our service:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Your satisfaction that we listen to your views and act upon them | 54.2% | 57.9% | 64% |
| Your satisfaction that you are kept informed about things that matter to you | 66.8% | 71.4% | 71% |
| Your satisfaction that we treat you fairly with respect | 72.8% | 74.9% | 78% |
| Your satisfaction with your approach to complaint handling | 26.2% | 28.4% | 25% |
In addition to your satisfaction with our services, our own performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Stage 1 complaints received | 1,806 (34.4 per 1,000 homes) | 1,966 (37.5 per 1,000 homes) | Reported annually |
| Stage 2 complaints received | 457 (8.7 per 1,000 homes) | 519 (9.9 per 1,000 homes) | Reported annually |
| Stage 1 complaints responded within timescales | 94.7% | 88.7%* | Reported annually |
| Stage 2 complaints responded within timescales | 88.8% | 79.6%* | Reported annually |
| % of phone calls answered by our contact centre | 75% | 61% | 95% |
| Average time taken to answer a call by our contact centre | 4 minutes | 12 minutes, 26 seconds | 10 minutes, 21 seconds |
*Figures updated as of 28/8/2026
Repairs
Your satisfaction with our repairs service:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Your satisfaction with the repairs in the last 12 months | 70.3% | 75.8% | 70% |
| Your satisfaction with the time taken to complete your most recent repair | 68.7% | 77.6% | 75% |
| Your satisfaction that we provide a home that is well maintained | 67% | 70.9% | 74% |
| Did you find it easy to report the repair? | 87% | 89% | 89% |
| Did we turn up when we said we would? | 83% | 86% | 86% |
| Satisfaction with the quality of the repair | 75% | 79% | 79% |
| Satisfaction with the workers | 80% | 84% | 83% |
In addition to your satisfaction with our services, our own performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Non-emergency repairs completed within timescales | 93.1% | 89.3% | 88.2% |
| Emergency repairs completed within timescales | 94.8% | 91.6% | 92.2% |
Your home
Your satisfaction with our service:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Your satisfaction that we provide a home that is safe | 71.8% | 75.2% | 77% |
In addition to your satisfaction with our services, our own performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Homes not meeting the Decent Homes Standard | 3.8% | 5.5% | 11% |
| The proportion of homes with all required gas safety checks completed | 99.8% | 99.8% | 99.7% |
| The proportion of homes with all required electrical testing completed | 91.5% | 92.7% | Tbc |
| The proportion of fire risk assessments completed | 100% | 100% | 100% |
| The proportion of homes with all asbestos surveys completed | 99.4% | 99.8% | 99.9% |
| The proportion of homes with all required water checks | 99.9% | 100% | 99.8% |
| The proportion of lift passenger safety checks completed | 98.7% | 96.9% | 94.4% |
Your tenancy
Our performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Number of homes let | 2,595 | 2,268 | Reported annually |
| Number of empty homes | 562 | 883 | Reported annually |
| Average days taken to let a home | 72.6 days | 95.1 days | Reported annually |
| Number of mutual exchanges completed | 241 | 244 | Reported annually |
| Number of homes recovered due to housing fraud | 22 | 27 | Reported annually |
Your rent
Our performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| The amount of rent collected | £250,062,627 or 96.15% | £247,623,847 or 96.03% | Reported annually |
| The amount of overall rent arrears | £8,531,527 or 3.26% | £8,815,205 or £3.36% | Reported annually |
| Amount of rent collected owed by former tenants | £1.1m | £950k | Reported annually |
| The number of households supported to claim additional income/benefits | 5,728 | 5,503 | Reported annually |
Antisocial behaviour
Your satisfaction with our service:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Your satisfaction with our approach to handling antisocial behaviour | 51.6% | 55.4% | 55% |
In addition to your satisfaction with our services, our own performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Antisocial behaviour cases reported to us per 1,000 homes | 57.7 | 48.5 | Reported annually |
| Antisocial behaviour cases reported to us that involve hate incidents per 1,000 homes | 1.6 | 1.4 | Reported annually |
| Number of open antisocial behaviour cases, yet to be resolved | 600 | 551 | 491 |
Your community
Your satisfaction with our service:
| 2024/25 | 2025/26 | April 2026 to June 2026 | |
|---|---|---|---|
| Your satisfaction that communal areas are kept clean and well maintained | 62.3% | 66.2% | 71% |
| Your satisfaction that we make a positive contribution to your neighbourhood | 59.2% | 62.6% | 66% |
In addition to your satisfaction with our services, our own performance is:
| 2024/25 | 2025/26 | April 2026 to June 2026 | |
|---|---|---|---|
| Number of twice-yearly estate walkabouts carried out in the year | 520 out of 617 / 84% | 536 out of 617 / 87% | Reported annually |
| Completed “Community Payback” jobs/carried out by West Yorkshire Probation Service | 102 | 65 | Reported annually |
Your health and wellbeing
Our performance is:
| 2024/25 | 2025/26 | April to June 2026 | |
|---|---|---|---|
| Number of major adaptations in council homes | 966 | 877 | 103 |
| Number of person-centred Fire Risk Assessments | 400 | 1,150 | 295 |
| Number of safeguarding concerns reported | 237 | 297 | 66 |
Leeds Housing Board
How we are performing is regularly reviewed by the Leeds Housing Board. You can browse performance and other reports presented to them.
We will also share links to these reports in our regular updates.
