Our 2024-25 Performance

Below you can view our 2024-25 Tenant Satisfaction Measures performance.  

This data was gathered through our management performance information and by our partners IFF Research who contacted a random sample of customers to complete a perception survey about key services that you receive.

Find out more by reading our Tenant Satisfaction Measures FAQs
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Overall Satisfaction 

Happy family standing on the doorstep of their home
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  • 64.6 %

    Rented customers that were satisfied with our overall service

    53.2 %

    Shared Ownership customers that were satisfied with our overall service

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Keeping our homes in good repair

These results relate to our rented customers only.

Repairs satisfaction - engineer fixing a pipe on a boilder
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  • 67.8 %

    Overall satisfaction with repairs

    60 %

    Satisfaction with time taken to complete repairs

  • 64.8 %

    Satisfaction that your home is well maintained

    99.9 %

    Homes meet the Decent Homes Standard

  • 98.2 %

    Emergency responsive repairs completed within our target timescales

    62.3 %

    Non-emergency repairs completed within our target timescales

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Maintaining Building Safety

Home safety inspection writing in a notebook
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  • 75.9 %

    Satisfaction that your rented home is safe

    76.1 %

    Satisfaction that your shared ownership home is safe

  • 100 %

    Homes that required fire risk assessments have been carried out

    100 %

    Homes that required communal passenger lift safety checks have been carried out

  • 100 %

    Homes that required asbestos management surveys or re-inspections have been carried out

    100 %

    Homes that required legionella assessments have been carried out

  • 100 %

    Homes that required gas safety checks have been carried out

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Respectful and Helpful Engagement

Members of the Customer Voice panel at the customer conference 2024
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  • 52.4 %

    Satisfaction that we listen and act on rented customers feedback

    35.4 %

    Satisfaction that we listen and act on shared ownership customers feedback

  • 61.8 %

    Satisfaction that we keep rented customers informed about things that matter to you.

    56.8 %

    Satisfaction that we keep shared ownership customers informed about things that matter to you.

  • 72.6 %

    Satisfaction that we treat rented customers fairly and with respect

    58.3 %

    Satisfaction that we treat shared ownership customers fairly and with respect

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Effective Handling of Complaints

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  • 34.4 %

    Rented customers satisfied with our approach to complaints handling

    23.8 %

    Shared ownership customers satisfied with our approach to complaints handling

  • 72.9

    Number of stage one complaints received per 1,000 rented homes

    32.6

    Number of stage one complaints received per 1,000 shared ownership homes

  • 18.2

    Number of stage two complaints received per 1,000 rented homes

    9.6

    Number of stage two complaints received per 1,000 shared ownership homes

  • 98.2 %

    Stage one rented customers complaints responded within the Housing Ombudsman’s Complaint Handling Code timescales

    97.8 %

    Stage one shared ownership customers complaints responded within the Housing Ombudsman’s Complaint Handling Code timescales

  • 87.0 %

    Stage two rented customers complaints responded within the Housing Ombudsman’s Complaint Handling Code timescales

    86.6 %

    Stage two shared ownership customers complaints responded within the Housing Ombudsman’s Complaint Handling Code timescales

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Responsible Neighbourhood Management

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  • 55.4 %

    Rented customers satisfaction with how we keep communal areas clean and well maintained

    42.6 %

    Shared ownership customers satisfaction with how we keep communal areas clean and well maintained

  • 52.9 %

    Rented customers satisfied that we make a positive contribution to their neighbourhood

    41.9 %

    Shared Ownership customers satisfied that we make a positive contribution to their neighbourhood

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Anti-Social Behaviour Management

Caution Sign - Anti-Social Behaviour Management TSM background
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  • 52.7 %

    Rented customers satisfaction with our approach to handling anti-social behaviour

    32.4 %

    Shared Ownership customers satisfaction with our approach to handling anti-social behaviour

  • 118

    Number of anti-social behaviour cases opened per 1,000 homes

    1

    Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

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How did we receive these outcomes?

Our partners IFF Research contacted a random selection of customers via phone and email to collect their feedback for the 12 customer perception questions.

To understand more about how we received these outcomes you can find the full list of questions here

 

 

Find out more

You can view a full table of our results, broken down into Rented customers and Shared Ownership customers feedback, by clicking on the drop down section below.

Q4a Building safety

   
     
  

Rented Homes

Shared Ownership homes

Combined

BS01

Proportion of homes for which all required gas safety checks have been carried out.

  

100.00

BS02

Proportion of homes for which all required fire risk assessments have been carried out.

  

100.0 

BS03

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

  

100.0 

BS04

Proportion of homes for which all required legionella risk assessments have been carried out.

  

100.0 

BS05

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

  

100.0 

     

Q4b Anti-social behaviour

   
     
  

Rented Homes

Shared Ownership homes

Combined

NM01 (1)

Number of anti-social behaviour cases, opened per 1,000 homes.

  

118 

NM01 (2)

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

  

1 

     

Q4c DHS and repairs

   
     
  

Rented Homes

Shared Ownership homes

Combined

RP01

Proportion of homes that do not meet the Decent Homes Standard.

0.1%

  

RP02 (1)

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

62.3% 

  

RP02 (2)

Proportion of emergency responsive repairs completed within the landlord’s target timescale.

98.2% 

  
     

Q4d Complaints

   
     
  

Rented Homes

Shared Ownership homes

Combined

CH01 (1)

Number of stage one complaints received per 1,000 homes.

72.9

32.6

 

CH01 (2)

Number of stage two complaints received per 1,000 homes.

18.2

9.6

 

CH02 (1)

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

72.9%

32.6%

 

CH02 (2)

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

87.0% 

86.6%

 
     

Q4e Tenant perception measures

   
     
  

Rented Homes

Shared Ownership homes

Combined

TP01

Proportion of respondents who report that they are satisfied with the overall service from their landlord.

64.6% 

53.2%

 

TP02

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

67.8%

  

TP03

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.

60.0%

  

TP04

Proportion of respondents who report that they are satisfied that their home is well maintained.

64.8%

  

TP05

Proportion of respondents who report that they are satisfied that their home is safe.

75.9%

76.1%

 

TP06

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

52.4%

35.4%

 

TP07

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

61.8%

56.8%

 

TP08

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

72.6%

58.3%

 

TP09

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

34.4% 

23.8%

 

TP10

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

55.4% 

42.6%

 

TP11

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

52.9%

41.9%

 

TP12

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

52.7%

32.4%

 

 

View all FAQs
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Our 2023-24 Performance

See how we have been working on our overall performance, and compare our outcomes with the Performance Tenant Satisfaction Measures (TSMs) from 2023-24. 

 

See our 2023-24 Performance here

Tenant Satisfaction Measures: Assurance of Approach TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
Get Involved Find out how you can get involved and provide regular feedback on our services
Compliments, Comments and Complaints Find out more about our complaints and compliments process.