Toggle menu

Cost of living support

Advice and support to help manage the rising cost of living.

Tenants and leaseholders annual report 2021-22

Our annual report to council tenants and leaseholders tells you how we're performing, how we use the money we get from rents and service charges, where we're doing well and where we need to improve.

Uttlesford Norse logo
The council started a partnership in April 2020 which saw the Housing repairs services being moved from the council into a new joint venture: Uttlesford Norse Services Limited. At the same time the world was experiencing a global pandemic. The data in this report reflects the second year of the new venture, a time where services continued to be impacted by the pandemic. The service faced a number of difficulties including staffing issues, remote working, difficulties in accessing homes as well as obstacles in sourcing materials. Despite the challenges, we have completed 9,068 repairs in 2021-22.

During the year, our Homelessness Team have supported 185 households who have presented as homeless. Despite the being ban on evictions, the loss of private accommodation was the primary reason for homelessness (55), followed by relationship breakdown with a partner, family or friends (41) and fleeing domestic abuse (25). Affordability of housing is the greatest challenge in this area and as the cost of living escalates, coupled with many landlords selling their properties it is anticipated these numbers will continue to rise in the coming year.

The Development Team have pushed forward a number of exciting projects, including the building of eight two bedroom houses and eight one bedroom flats at The Moors, Little Dunmow as well as a purpose built three bedroom bungalow in Elsenham to meet the specific disability needs of a family. The current development programme has projects that if all taken to fruition will deliver a further 116 new council owned homes.

The housing management team relet 136 properties and 97% of properties were visited before they became empty (pre-void) which helps to reduce the time period the property stays empty. The average relet time was 49 days (all relets including time spent in works).

If anybody is interested in more details about the facts and figures surrounding the housing service, they may wish to consider joining the Tenant and Leaseholder Panel, or by emailing

Overview of the annual report 2021-22

Main information from our annual report to all council tenants and leaseholders on our performance as your landlord.


What we've done in 2021-22Amount
Rent collected from current and former tenants£15,328,082.52
Total housing stock2,802 properties
Total repairs7,129
Emergency repairs1,939
Percentage of emergency repairs carried out on time99.5%
New windows fitted80
New doors fitted187
New bathrooms fitted55
New kitchens fitted104
New boilers fitted116
Average energy efficiency rating67
Compliments received69
Complaints received71 (56 upheld)
Properties that were sold under the right to buy scheme16
Total number of leaseholders142


Tenant and leaseholder engagement

We engage with tenants and leaseholders in a number of ways:

  • multi-agency trailer days
  • consultation
  • opportunities
  • armchair reviews
  • focus groups
  • publications
  • seat on the Norse Board and the Housing Board

We adhere to the National Tenant Engagement Standards.

Tenant and Leaseholder Panel

The Tenant and Leaseholder Panel consists of 12 tenants and 1 leaseholder. The panel shared ideas and experiences to help shape housing services for all tenants this year.

In 2021-22 they:

  • held 6 zoom meetings
  • carried out numerous email and telephone contacts 
  • plus a scrutiny project on reporting repairs