Satisfaction results
This is the first year we’ve published our Tenant Satisfaction Measures (TSMs), which show how satisfied you are with our services. The TSMs were introduced by the Regulator of Social Housing in 2023 to help assess how well we’re doing in providing good quality homes and services.
We’ve created a dedicated page on our website to show how we did last year. However, we should note that these results are only for those who rented from us. If you want to see the results for all our residents, including our homeowners and leaseholders, please visit our other performance page.
So how are we doing?
The results below show how we did in 2023/24 on all our rented properties.
Keeping properties in good repair
.1%
satisfied with the overall repairs service.
.1%
satisfied with the time taken to complete your most recent repair.
.8%
satisfied that your home is well maintained.
%
of homes meet the Decent Homes Standard.
%
of emergency repairs were completed within target timescales.
%
of non-emergency repairs were completed within target timescales.
Maintaining building safety
.9%
satisfied that your home is safe.
%
Gas safety checks completed.
%
Fire safety checks completed.
%
Asbestos safety checks completed.
%
Water safety checks completed.
%
Communal passenger lift safety checks completed.
Respectful and helpful engagement
.3%
satisfied that we listen to your views and act upon them.
.4%
satisfied that we keep you informed about things that matter to you.
.1%
agree that we treat you fairly and with respect.
Effective handling of complaints
.6%
satisfied with our approach to complaints handling.
.1
number of Stage 1 complaints relative to the size of the landlord (per 1000 homes)
.5
number of Stage 2 complaints relative to the size of the landlord (per 1000 homes)
.1%
of Stage 1 Complaints were responded to within Complaint Handling Code timescales
%
of Stage 2 Complaints were responded to within Complaint Handling Code timescales
Responsible neighbourhood management
.5%
satisfied that we keep communal areas clean and well maintained.
.1%
satisfied that we make a positive contribution to the neighbourhood.
.6%
satisfied with our approach to handling anti-social behaviour.
.4
Number of anti-social behaviour cases relative to the size of the landlord (per 1000 homes).
0.6
Number of Anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1000 homes).
We’ve been working hard to improve on these results and will be updating our TSM page with more information on what we’re doing.