Service Commitments for Housing
Our service commitments describe our Housing services and the standard of service our customers can expect.
We may ask for your help to monitor these standards by asking you to be involved in feedback through our Tenant Voice Group
How we are doing will be reported to our Landlord Services Working Group twice a year and if we need to improve then they may recommend that the service is scrutinised by our team of tenant representatives on the Tenant & Leaseholder Advisory Group.
This is so we can continue to improve and offer the best Housing service possible
If you do not believe we are meeting any of these standards, please contact the Tenant Voice Team at tenantvoice@westlancs.gov.uk or call 01695 585143
You can download and read our service commitments here
Service Commitments Performance 2024/25
| Category | Performance Indicator | Data as at 31st March 2025 (unless stated otherwise) |
| Applying for a new home | % applications assessed within 10 days | 100% |
| Offering you a home | Average relet time in days | 99.23 days |
| Satisfaction with new home | 87.5% | |
| % of rent loss through dwellings being vacant | 2.45% | |
| Mutual Exchange | Number of mutual exchanges completed within 42 days | 0 |
| Homelessness | Number of homeless presentations in a month | 55 |
| Number of households placed in temp accommodation | 9 | |
| Average number of days in temp accommodation | 51 days | |
| Number of people offered out of hours emergency service | 3 (April 25) | |
| Your Tenancy | Number of tenancies ended in 1st year | 3 |
| Independent Living | Number of tenant information plans completed in 5 working days | 37 |
| % of accompanied viewings carried out | 14% | |
| Number of emergency equipment tests carried out | 54 | |
| Your Neighbourhood | Number of abandoned properties | 0 |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 67% (24/25) | |
| ASB | Total ASB Reports | 13 |
| Number of open ASB cases at month end | 17 | |
| % Urgent ASB cases responded to within 24 hours | 100% | |
| % other ASB cases responded to within 5 w days | 100% | |
| Customer satisfaction with ASB | 100% | |
| Ending your tenancy | Number of pre-termination inspections carried out within 10 working days | 0 |
| Repairs & Improvement | Damp & mould cases as a % of stock | 0.78% |
| Total number of repairs completed within timescale (E & Non-E) | 1829 | |
| Customer satisfaction with repairs | 70.91% | |
| Cyclical Works | % gas safety checks completed | 99.77% |
| % of properties with a valid Electrical Installation Condition Report | 93.47% | |
| % valid fire risk assessments | 100% | |
| Programmed Works | % homes not meeting the decent home standard | 1.22% (24/25) |
| Your Rent | Number of people accessing money advice (tenants only) | 585 (Q4 2024/25) |
| Number of people provided with money advice to help prevent homelessness | 17 (Q4 2024/25) | |
| Rent collected from current and former tenants as a percentage of rent owed | 101.31% |
