Our 2023-24 Performance
Below you can view our 2023-24 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.
![A person pointing their finger to the green smiley face](/sites/default/files/styles/hero_image/public/2024-06/Feedback%20image.jpg?h=de162969&itok=mUcJ7QHp)
Overall Satisfaction
![keys being handed to someone](/sites/default/files/styles/max_1300x1300/public/2024-06/Female%20hand%20giving%20keys%20from%20new%20apartment%20to%20male%20hand%20on%20blurred%20background.jpg?itok=vW6lzglD)
Keeping our homes in good repair
These results relate to our rented customers only.
![Man fixing a radiator with a spanner](/sites/default/files/styles/max_1300x1300/public/2024-06/Fixing%20Radiator%20H%20Res.jpg?itok=na5RFNMc)
Maintaining Building Safety
![Gas engineer doing a service check on a boiler](/sites/default/files/styles/max_1300x1300/public/2023-09/Ramel%20Richards%20Gas%20Engineer%201.jpeg?itok=hxNktptt)
Respectful and Helpful Engagement
![Two ladies talking to each other and smiling](/sites/default/files/styles/max_1300x1300/public/2024-07/Platform-CVC-26092023-34%20%281%29.jpg?itok=0KCee1LN)
Effective Handling of Complaints
![Complaints image](/sites/default/files/styles/max_1300x1300/public/2024-01/Complaints%20Image%20resized_0.jpg?itok=5LVO7AFf)
Responsible Neighbourhood Management
![Police officer and Platform Colleagues are pictured with Syd the Shark out and about in the community](/sites/default/files/styles/max_1300x1300/public/2024-07/Platform%20-%20Stop%20Illegal%20Money%20Lending%20campaign%20-%20image%20%282%29.jpg?itok=jxD7fJZU)
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. | |||
BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | |||
BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | |||
BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | |||
BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | |||
Q4b Anti-social behaviour | ||||
Rented Homes | Shared Ownership homes | Combined | ||
NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | |||
NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | |||
Q4c DHS and repairs | ||||
Rented Homes | Shared Ownership homes | Combined | ||
RP01 | Proportion of homes that do not meet the Decent Homes Standard. | |||
RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | |||
RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | |||
Q4d Complaints | ||||
Rented Homes | Shared Ownership homes | Combined | ||
CH01 (1) | Number of stage one complaints received per 1,000 homes. | |||
CH01 (2) | Number of stage two complaints received per 1,000 homes. | |||
CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | |||
CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | |||
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. | |||
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. | |||
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. | |||
TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | |||
TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | |||
TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | |||
TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | |||
TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | |||
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. | |||
TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | |||
TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | |||
TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |