Our performance

As a registered social housing landlord, we are required to meet all relevant legislation in the delivery of our housing services. Our Resident Engagement Strategy has a key aim of ‘Be Accountable’, which ensures that you know how we are performing so you can hold us accountable for how we are delivering our landlord services.  

Our performance measures allow us to have visibility of how we are performing as a housing service, better understand the things that matter to you so we can make improvements to our service.

To help us see how well we are performing, we:

  • carry out an annual Tenant Satisfaction Measures survey as required by the Regulator of Social Housing. This survey helps us to understand through your feedback, how well we are doing providing good quality homes and services and provides you with greater transparency about our performance as your landlord
  • are monitored by the Regulator of Social Housing for our compliance with the Consumer Standards and Rent Standard. More information on the Consumer Standards and the Tenant Satisfaction Measures can be found further down this page
  • hold a membership with Housemark, who are a data insight company for the UK housing sector. This membership allows us to analyse our performance and compare it to that of other providers in the sector, highlighting areas for improvement, and check that we are providing valuable services
  • visit your neighbourhoods, hold focus groups, and contact you by telephone, email, or letter for your feedback to ensure we are reporting on the things that are important to you
  • undertake transactional surveys on a quarterly basis for new lettings, anti-social behaviour and complaints, with repairs surveys undertaken on a monthly basis. You can see the results of these surveys here.

Our performance is shared with Members at the Housing and Wellbeing Committee on a quarterly basis.

Below, you can learn more about our performance measures, view the results, and read the actions we have taken as a result of the feedback you have given us.

Housing services performance booklet

This booklet is updated on a quarterly basis, and shares performance information on our Repairs, ASB, Complaints Handling, Homelessness, Building Safety (Compliance) and Empty Homes (Voids) services.

Read the housing services performance booklet on PageSuite

Our action plan

We have produced a live document that shares all of our targets and how we have been performing against them compared to the previous three months. This is reviewed regularly by the Housing Leadership Team and updated every quarter.

View the action plan

Consumer standards

New standards describe what is expected of social housing landlords, with the objective to protect tenants and improve the service provided by all social housing providers. The consumer standards are:

  • Safety and Quality Standard – Quality of repairs, maintenance and delivering safe homes. 
  • Tenancy Standard – Fair allocation and letting of homes and how tenancies are managed and ended by landlords.
  • Neighbourhood and Community Standard – Engaging with relevant parties so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes. 
  • Transparency, Influence and Accountability Standard (including Tenant Satisfaction Measures) – Being open with tenants and treating them with fairness and respect so that tenants can access services, raise complaints, influence decision making and hold their landlord to account.

Tenant satisfaction measures

Further detailed information about the Tenant Satisfaction Measures are available on the government website, but you can view our previous annual reports here:

View our Tenant Satisfaction Measures survey 2023

We need to carry out and report the results of this survey every year, so we have commissioned a specialist company called Acuity to do this for us. The survey for the first quarter of 2024 was completed in June.

The second quarterly survey will be carried out in September, with the third in December, before the final survey in March 2025. 

The surveys are strictly confidential, and your responses will be given back to us anonymously, without your name or any other identifying information, unless you give us your permission. 

By allowing us to see your responses, we will have better information to help us improve our services. You will also be asked if you would like us to contact you about any issues you have raised.

In addition to our satisfaction results, we also submit performance indicator data to the Regulator of Social Housing. These are related to Building Safety, ASB, Neighbourhood Management, Complaints and Repairs.

You can view our performance results below.

Performance results

Tenant satisfaction measure

Our performance 2023/24

Compliance

BS01 - proportion of homes for which all required gas safety checks have been carried out.

99.8%

BS02 - proportion of homes for which all required fire risk assessments have been carried out.

100%

BS03 - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

74%

BS04 - proportion of homes for which all required legionella risk assessments have been carried out.

66.8%

BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out

100%

Anti-social behaviour

NM01 - number of anti-social behaviour cases opened per 1,000 homes.

25.4

NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.

 0.3

Complaints

CH01 — number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.

90.4

CH02 - proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

89%

CH01 — number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.

16.9

CH02 — proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

94.8%

Repairs

RP02 - proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

77.9%

RP02 - proportion of emergency responsive repairs completed within the landlord’s target timescale.

81%

We will be updating this page quarterly.