Crawley Homes Summary Annual Report 2025 to 2026 Introduction This summary report provides an overview of the work Crawley homes has done in the last year. A full version of the annual report will be available online, later in the year at crawley.gov.uk/chnews This version contains more detailed information about our work and finances.
Cllr Ian Irvine Cabinet member for Housing
Amanda Kendall Head of Crawley Homes
Our homes As of 31 March 2026, we had:
1,766
132 homes
leasehold flats
sold under Right To Buy*
7,998
Nine new homes
rented homes
(acquired)
*The increase in sales was a result of legislation changes in 2024.
If you or someone you know would like to get this in a different format, or you would like a printed copy of any of the documents on the websites please contact the Housing Service Promotion Officer on 01293 438257. TEXT ONLY
Money Money in We are a multi-million-pound business with an income of £90 million. £56.9 million of our income came from the rent you paid. Another £ 33.4 million came from other income including RTB receipts, grant funding and our reserves.
Money out £40.5 million was spent on repairs and maintenance to your homes.
Loan repayment
£13.5 million to run Crawley Homes.
£22.9m £40.5m
£5.9 million on new builds. £7.4 million on loan interest.
Repairs and maintenance
£7.4m
Loan interest
£5.9m
£22.9 million on loan repayment.
New builds
£13.5m
Running Crawley Homes
Rent arrears On the 31 March 2026, just over 2,000 tenants owed us a total of £1,026,541.17 for rent not paid. This was 2.8 per cent of the rent we expected to receive and an increase of about 5.5 per cent in the amount of arrears compared to the same time the previous year.
Evictions Six tenants were evicted last year, four for rent arrears, one for anti-social behaviour and one who was subletting the home.
Average rents These show the average basic rents, for our most common types of home, before any service charges are added as at 31 March 2026.
One bedroom Two bedrooms Three bedrooms
Social rent (£) 109.48 126.57 142.51
Sheltered housing (£) 109.86 121.65 115.08
Affordable rent (£) 182.03 221.79 271.55
Performance Tenant satisfaction measures survey Our 2025 to 2026 Tenant Satisfaction Measures (TSM) survey showed improved results across all areas from the last survey in 2024 to 2025. 76.8 per cent of tenants are satisfied with our overall service up from 72.8 percent in the previous survey. 81.3 per cent of tenants are satisfied with our repairs service, up from 76.3 per cent in the previous years survey and satisfaction with the time taken to complete repairs was up to 84.1 percent from 75.4 per cent previously. The following survey results show the proportion of tenants who are satisfied that:
2025 performance 2026 performance (%) (%)
Their landlord listens to tenant views and acts upon them
59.6
65.4
Their landlord keeps them informed about things that matter to them
65.8
71.1
They agree their landlord treats them fairly and with respect
72.5
76.6
They are satisfied that their landlord keeps communal areas clean and well maintained
65.8
66.0
Their landlord makes a positive contribution to the neighbourhood
59.6
64.0
Antisocial behaviour During the year the team opened 727 new cases following reports of antisocial behaviour, this is 36 cases for every 1,000 homes, and 0.7 cases per 1,000 homes, involved a hate incident. Satisfaction with our approach to handling antisocial behaviour, from the TSM survey is 55.9 per cent, an improvement on last years score of 54.5 per cent, but still fairly low. Similar levels of satisfaction are shown by other landlords, but we will be looking at why this is and how we could improve.
How well are we doing? The Tenant Satisfaction Measures (TSM) survey gives residents a clear picture of how well their landlord is performing. By sharing the results openly, tenants can see what is working well, where improvements are needed, and how their feedback is helping to shape and improve service. All TSM survey results and the TSM management performance data we generate, are submitted annually to the Regulator of Social Housing (RSH) and are available at crawley.gov.uk/tenantsurvey or by calling 01293 438257 for a different format. As the results of the TSM reports for all providers are published, this allows you to compare our performance with other landlords. Some of the data is given by 1,000 properties to enable comparison with different sized organisations.
Provider improvement strategy Following our C2 grading from the Regulator of Social Housing in April 2025, we have been working on an improvement plan to strengthen our services. We are working to better understand the condition of our homes and who lives in them, improve how we communicate with tenants, and make sure complaints are handled better. The full regulatory judgement is available at gov.uk/rsh and our improvement strategy can be found at crawley.gov.uk/chperformance
Repairs and maintenance 43,195 day to day repairs completed
52,891 calls to the repairs number
1 minute 20 seconds average queue time
283 homes had insulation works
75 homes with new windows
62 calendar days, the average time taken to relet homes
86.4 per cent of emergency repairs completed on time
134 new boilers
Compliance Our target for meeting all the legal, safety, and quality standards that keep you and your home safe is 100 per cent.
Target met We achieved 100 per cent completion for: • gas safety checks • electrical checks • required water safety checks • required fire safety checks • required asbestos surveys • required lift safety checks
Homes that have a stock condition survey 85 per cent Homes that meet the decent homes standard 97 per cent Tenants satisfied their home is safe 76.6 per cent (from TSM survey)
Damp and mould Awaabs Law came into effect in October 2025, which means we must investigate emergency and significant damp and mould hazards and make them safe within set timescales. Definition of the hazards covered are defined in the legislation. During 2025 to 2026 we had 1087 instances of damp and mould reported to us, with 556 being reported after September. Of these 411 met the definition of a hazard and were managed under Awaabs law timescales. We met the target timescales for 90 per cent of these. As we refine our processes we expect our performance to increase.
Complaints During 2025 to 2026 we received 326 stage one complaints, this equals about 31 complaints for every 1,000 homes. Complaints about repairs and maintenance (275 complaints) made up 84.4 per cent of all complaints to Crawley Homes. A small proportion of the total repairs we carry out. The numbers below relate to complaints from tenants, leaseholders and shared owners.
Satisfaction with our approach to complaints handling:
Stage one
• 43.3 per cent While satisfaction with complaints handling improved to 43.3 per cent from 34.6 per cent in 2024 to 2025, it remains our lowest TSM score. We are taking steps to improve this further, including recruiting a dedicated Complaints Manager. Complaints handled within the required timescales in the Housing Ombudsman’s Complaint Handling.
179 upheld 91 partially upheld 56 not upheld
Stage two
86 complaints escalated 48 upheld
• Stage one complaints: 60 per cent handled on time • Stage two complaints: 37 per cent handled on time
326 complaints
28 partially upheld
Housing Ombudsman
4 Decisions given
Our learning from complaints Some form of communication issue was found in 191 complaints, these included lack of response and calls to chase works or enquiries. We need to be clear on what you can expect when you contact us. Introducing our service standards during the year gives clear expectations for both staff and residents. Complaints about delays and outstanding works have led to closer working with and monitoring of our main contractors, with regular meetings. We have also sharpened up our mutual exchange process, clearer communication about the process and who will be dealing with it along with a closer understanding of any particular needs of the tenants involved and completing a stock condition survey. Our Complaint Performance and Service Improvement Report has more information about our complaints performance and can be found on the council’s website crawley.gov.uk/housingcomplaints
Getting involved From our large events, to simple surveys, everyone has the chance to get involved and influence our service. Feedback from the tenant conference in January: “This is the first time I’ve taken part in something like this. I’ve enjoyed this and I’ve learnt quite a bit. Thank you, CBC.” The August door knock and engagement event in Furnace Green told us tenants were generally happy with our service and we found some issues around the public spaces, e.g. grass cutting and trees. Monthly neighbourhood inspections give local residents the chance to talk to us about their local area and we pick up unreported communal repairs and spot other communal area issues. Pop-up’ events in Pound Hill, Tilgate and West Green helped us focus on areas and work with residents to tackle local issue, such as flytipping.
Tenant and Leaseholders Action Panel (TLAP) Key to monitoring our performance and developing our policies. By seeing things from a tenant’s point of view, they help us to see what matters and make processes and policies that work better in real life. • quarterly meetings
• attend monthly maintenance meeting
• complaints scrutiny, policy and editorial action groups
• on the Landlord Assurance Board
There are many more ways you can get involved, from completing surveys to attending meetings, find out more on the website at crawley.gov.uk/residentinvolvement or scan the QR code.
If you want to chat to us about how you could get involved, give Cam Smith our Resident Engagement Officer a call on 01293 438434 or email tenantparticipation@crawley.gov.uk
Contact us
Housing Officers
Repairs including gas heating and hot water repairs.
Contact information for your Housing Officer can be found at the top of your rent statement or online at crawley.gov.uk/housingofficers
Telephone: 01293 438111 Email: housing.repairs@crawley.gov.uk Report a repair online at crawley.gov.uk/repairs
Other council services Telephone: 01293 438000 Website: crawley.gov.uk
Any comments If you have any comments about this Annual Report or would like to be involved in future newsletters and reports, let us know. Email: TenantParticipation@crawley.gov.uk or call Anne Forshaw on 01293 438257.