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.

Find out more by reading our Tenant Satisfaction Measures FAQs

A person pointing their finger to the green smiley face

Overall Satisfaction

Keeping our homes in good repair

These results relate to our rented customers only.

Maintaining Building Safety

Gas engineer doing a service check on a boiler

Respectful and Helpful Engagement

Two ladies talking to each other and smiling

Effective Handling of Complaints

Responsible Neighbourhood Management

Police officer and Platform Colleagues are pictured with Syd the Shark out and about in the community

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.			99.8
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.			95.2

Q4b Anti-social behaviour

		Rented Homes	Shared Ownership homes	Combined
NM01 (1)	Number of anti-social behaviour cases, opened per 1,000 homes.			33.1
NM01 (2)	Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes			0.4

Q4c DHS and repairs

		Rented Homes	Shared Ownership homes	Combined
RP01	Proportion of homes that do not meet the Decent Homes Standard.	0.0
RP02 (1)	Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.	91.7
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.	43.1	16.4
CH01 (2)	Number of stage two complaints received per 1,000 homes.	8.8	6.3
CH02 (1)	Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	79.3	69.6
CH02 (2)	Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	63.0	76.9

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.	62.6	48.3
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.	67.9
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.	57.0
TP04	Proportion of respondents who report that they are satisfied that their home is well maintained.	64.1
TP05	Proportion of respondents who report that they are satisfied that their home is safe.	74.1	70.3
TP06	Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.	48.5	30.2
TP07	Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.	58.2	48.7
TP08	Proportion of respondents who report that they agree their landlord treats them fairly and with respect.	69.4	54.4
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.	29.9	25.1
TP10	Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.	56.3	36.1
TP11	Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.	50.1	30.9
TP12	Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.	52.7	30.1