185 days
Average re-let time for properties
Our Performance
As a landlord we are committed to being open and transparent and improving the services we provide our tenants. Managing our performance helps us to meet the needs and expectations of our tenants and see where we need to improve.
To help us to do this, we have effective performance management which helps us to deliver results. We measure our performance using performance indicators which are reviewed every year. We publish our performance against these indicators every year.
This page gives you information on a range of data about how we are currently performing. The data refers to the year so far, which starts in April and ends in March. Trends are compared to the same point in the previous year.
Our performance by the end of Quarter 2 (April to September 2025)
97.39%
% of rent collected at the end of the quarter
184
Number of new tenancies
263
Number of positive outcomes for customers accessing Housing Options team
206
Number of Anti-Social Behaviour (ASB) or Estate Management cases resolved
3.35
3 minutes 35 seconds Average Call Waiting Time
Average re-let time for properties
This shows how many days it takes us to re-let our homes from the day the property becomes empty, to the day a new tenancy starts. Properties which require major works are excluded.
Turning our properties around quickly means we can house as many residents as possible, but we also make sure our homes are in good shape, ready for our tenants to enjoy.
% of rent collected
This is how much rent we have collected; our aim is to collect 100% each month.
This excludes empty properties and includes arrears brought forward. The more rent we collect, the more money we have available to support tenants and improve your homes.
Number of new tenancies
This figure shows how many new tenancies started during the period.
Some of these will be new to social housing, some may have moved from another Social Housing provider. Some may already be our tenants who are moving to a different property.
Number of positive outcomes for customers accessing Housing Options team
This is the number of households with positive outcomes and homelessness has been prevented or relieved.
Positive outcomes include:
- getting a private rented property or social rented property
- successfully engaging in support and moving on
We have a very effective and hard-working Housing Options team who aim to prevent homelessness in the borough wherever possible.
Number of Anti-Social Behaviour (ASB) or Estate Management cases resolved
This is the number of cases we resolved during the period, this might be through mediation, support or enforcement actions. We are committed to ensuring that all our tenants enjoy their right to a safe home and community.
We aim to investigate, deal with and close our ASB cases within a timely manner. The average time taken for us to close a case is 84 days.
How to contact us
There are several ways you can contact us:
- Using your Darlington Home Online account. Register for a Darlington Home Online account [external link] or log in to your account [external link]. More information on your Darlington Home Online account.
- Emailing [email protected]
- Calling us on 01325 405333
Any emergency repairs can be reported to 01325 405333 24/7 365 days a year.
What if I am not satisfied with the response?
We hope that we can work together with our residents and listen to their voices and resolve any problems, but if you are unhappy with the response from the Housing team we have a complaints procedure you can follow and you can contact our Complaints Team by:
- using their online complaints form
- emailing: [email protected]
- calling the Complaints team on 01325 406777