Tenant Satisfaction Measures have been introduced by the Regulator of Social Housing (RSH) to assess how well housing providers are doing at providing good, quality homes and services.
We continually monitor our performance against Tenancy Satisfactions Measures and will be reporting on these quarterly.
By monitoring customer satisfaction on an ongoing basis, we can react quickly to any changes in satisfaction and ensure we keep improving services to our customers.
Please view our satisfaction and performance results as of 31st March 2024 below.
How satisfied are you?
Proportion of respondents who report that they are satisfied with the overall service from
their landlord
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
Proportion of respondents who report that they are satisfied that their home is well maintained
Proportion of respondents who report that they are satisfied that their home is safe
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
Proportion of respondents who report that they agree their landlord treats them fairly and with respect
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
How are we performing?
Proportion of homes for which all required gas safety checks have been carried out
Proportion of homes for which all required fire risk assessments have been carried out
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
Proportion of homes for which all required legionella risk assessments have been carried out
Proportion of homes for which all required communal passenger lift safety checks have been carried out
Number of anti-social behaviour cases, opened per 1,000 homes
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
Proportion of homes that do not meet the Decent Homes Standard
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
Proportion of emergency responsive repairs completed within the landlord’s target timescale
Maximum target timescale for non-emergency repairs (working days)
Maximum target timescale for emergency repairs (working days)
Number of responsive repairs that had not been completed (work-in-progress) at period end
Number of stage one complaints received per 1,000 homes
Number of stage two complaints received per 1,000 homes
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescale
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
* Figures are up-to-date as of 31st March 2024.