How we measure customer satisfaction

We measure our performance against Tenant Satisfaction Measures (TSMs).

TSMs have been introduced by the Regulator of Social Housing to assess how well housing providers like us are doing at providing good quality homes and services. They show you how we compare to other social landlords and also help us understand where we need to improve.

We measure our performance against these TSMs by carrying out surveys with customers and asking you how you feel about us as a landlord. The results are sent to the regulator who publishes all the results in Autumn.

We will also share the results here every three months so you know how we are doing.

Proportion of homes which do not meet the Decent Homes standard: 0.1% (actual number of homes = 13)

*Target timescales for repairs: Emergency: 24 hours, Urgent: 3 working days, Routine: 32 working days (45 calendar days), Programmed 65 working days (90 calendar days)

24/25 medians for Private Registered Providers reported by the regulator

Overall repairs service: Median satisfaction is 76.1% (whg: 84.1%).

Time taken to complete most recent repair: Median satisfaction is 70.8% (whg: 73.9%).

Landlord provides a well-maintained home: Median satisfaction is 75.0% (whg: 78%).

Repairs completed within target time (Emergency): Median is 95.2% (whg: 98.9%).

Repairs completed within target time (Non-emergency): Median is 81.3% (whg: 84.8%).

Homes that do not meet the Decent Homes Standard: Median is 0.1 (whg: 0.1%).

You said: Sometimes you have to wait too long for a repair to be carried out.

We did:

• We asked an independent company to review our repair service. They’ve given us clear recommendations, and we’re already making improvements.
• We’re speeding up repairs. If more work is needed, our tradesperson will book your follow-up appointment there and then.
• Soon, we’ll introduce a ‘call on route’ service, so you’ll get a call when your tradesperson is on the way.
• We’ve reduced the number of outstanding repairs by 1,000 since January, which means more appointments are now available.

24/25 medians for Private Registered Providers reported by the regulator

Communal areas are clean and well-maintained: Median satisfaction is 68.8% (whg: 65.9%).

Landlord makes a positive contribution to the neighbourhood: Median satisfaction is 67.2% (whg: 69.7%).

Landlord’s approach to handling anti-social behaviour: Median satisfaction is 63.4% (whg: 62.9%).

Anti-social behaviour cases per 1,000 homes: Published median is 34.5 cases per 1,000 homes (whg: 49.9 cases per 1,000 homes).

Anti-social behaviour cases involving hate crime per 1,000 homes: Published median is 0.7 cases per 1,000 homes (whg: 2.1 cases per 1000 homes).

You said: You wanted outdoor areas to be better maintained all year round, with more frequent grass cutting, clearing of leaves and cuttings, and a service that is more reliable.

We did: We’ve introduced a new grounds maintenance contract with changes based on your feedback - including more frequent grass cuts and removal of clippings, to help keep shared spaces greener, tidier and well-maintained throughout the year.

You said: You wanted a more reliable, consistent cleaning service that delivers better quality and feels like good value for your service charge.

We did: We’ve made changes to improve the overall standard of cleaning - including longer weekly visits, an annual deep clean, and clearer expectations for contractors - so you can see a more consistent and higher-quality service across all blocks.

You said: You wanted us to deal with fly-tipping and invest in outdoor spaces that improve neighbourhoods and bring people together

We did: Alongside our ongoing work to tackle fly-tipping, we created a new community garden at Milton Place based on customer feedback. The space has turned an area that suffered fly-tipping into a greener, more welcoming place for customers to relax and connect with neighbours.

You said: You wanted antisocial behaviour taken seriously, with clear communication and fair, consistent action when concerns are reported.

We did: We achieved Housemark accreditation for our antisocial behaviour service, recognising our approach to listening to customers, acting early, communicating clearly and working with partners to help keep communities safe.

A group of customers with lived experience of anti-social behaviour (ASB) shared their views and recommended improvements to how we respond and support those affected.

All 11 recommendations from the Service Improvement Group have been implemented to strengthen our approach to handling ASB and deliver a more supportive service.

24/25 medians for Private Registered Providers reported by the regulator

Landlord keeps you informed: Median satisfaction is 74.4% (whg: 77.1%).

Landlord treats tenants fairly and with respect: Median agreement is 80.4% (whg: 85.9%).

Landlord listens and acts: Median satisfaction is 65.7% (whg: 67.5%)

You said: You wanted services that are easy to access and more flexible around individual needs and circumstances.

We did: We may ask a few extra questions when you next contact us, so we know if we need to do things differently. This could mean changing how we contact you, giving information in another way or allowing more time when we visit.

24/25 medians for Private Registered Providers reported by the regulator

Home is safe: Median satisfaction is 80.3% (whg: 83.9%).

Gas safety checks completed: Median is 100.0% (whg: 100%).

Fire risk assessments completed: Median is 100.0% (whg: 100%).

Asbestos surveys completed: Median is 100.0% (whg: 100%).

Legionella risk assessments completed: Median is 100.0% (whg: 100%).

Communal lift safety checks completed: Median is 100.0% (whg: 100%).

You said: You want lifts to be more reliable

We did: We introduced extra checks on our lift contractors to make sure work is completed to a good standard. We have also agreed a new lift maintenance contract, which will provide a more reliable service at a lower cost for customers. We are also investing more than £120,000 in smart technology to help spot problems earlier, reduce breakdowns and keep lifts working for customers who rely on them every day.

You said: You would rather we complete electrical repairs during the inspection, instead of booking another appointment.

We did: We changed the way we work so we can complete more electrical repairs during the same visit.

This means customers are less likely to need a second appointment, helping to save time, reduce disruption and cut down on extra journeys. It has also freed up more appointment slots, which has helped reduce waiting times.

24/25 medians for Private Registered Providers reported by the regulator

Landlord’s approach to complaints handling: Median satisfaction is 38.8% (whg: 51.1%).

Stage 1 complaints per 1,000 homes: Median is 59.0 complaints per 1,000 homes (whg: 47.5 complaints per 1000 homes).

Stage 2 complaints per 1,000 homes: Median is 9.0 complaints per 1,000 homes (whg: 12 complaints per 1000 homes).

Complaints responded to within target timescales (Stage 1): Median is 93.9% (whg: 99.4%).

Complaints responded to within target timescales (Stage 2): Median is 93.8% (whg: 98.4%).

You said: The questions in the complaints satisfaction survey are too limited and focus only on the outcome, not the process.

We did: We have amended the questions so that they clearly focus on how we dealt with the complaint and not the reason for the complaint.

You said: We would like an easy read version of the complaints process for customers

We did: We have created a shorter and simplified version for our website here