Assessing our housing performance
Contents
Our performance
The Regulator of Social Housing (RSH) sets performance indicators for social housing landlords. These are called Tenant Satisfaction Measures (TSMs).
TSMs focus on issues that matter most to tenants. For example, repairs, safety, complaints, and satisfaction with services.
They help us understand how well we're doing and where we need to improve.
There are 22 Tenant Satisfaction Measures. We measure 10 of these directly. Our appointed provider, Acuity, measures the other 12 using Tenant Perception Surveys.
Read about the Tenant Survey requirements
Read the technical requirements of the Tenant Satisfaction Measures
Tenant Satisfaction Measures
| Measure | 2023/24 | 2024/25 |
|---|---|---|
| Satisfaction with overall service from the council | 63.5% | 66.0% |
| Satisfaction with repairs service | 71.1% | 75.0% |
| Satisfaction with time taken for most recent repair | 62.6% | 68.8% |
| Satisfaction that the home is well maintained | 64.9% | 65.8% |
| Satisfaction that the home is safe | 70.6% | 74.8% |
| Satisfaction that the council listens to tenant views and acts upon them | 52.6% | 56.2% |
| Satisfaction that the council keeps tenants informed about things that matter to them | 71.2% | 73.1% |
| Agrees that the council treats tenants fairly and with respect | 71.1% | 74.9% |
| Satisfaction with council’s approach to complaint handling | 28.7% | 32.3% |
| Satisfaction that council keeps communal areas clean and well maintained | 65.5% | 67.7% |
| Satisfaction that council contributes positively to the neighbourhood | 68.8% | 69.9% |
| Satisfaction with anti-social behaviour case handling | 60.4% | 59.9% |
| Measure | 2023/24 | 2024/25 |
|---|---|---|
| Stage 1 complaints for every 1,000 homes | 37.5 | 69.9 |
| Stage 2 complaints for every 1,000 homes | 7.0 | 12.4 |
| Stage 1 complaints responded to on time | 46.7% | 54.2% |
| Stage 2 complaints responded to on time | 45.8% | 57.1% |
| ASB cases opened for every 1,000 homes | 35.0 | 23.2 |
| ASB cases involving hate incidents for every 1,000 homes | 0.4 | 0.4 |
| Homes not meeting the Decent Homes Standard | 5.4% | 4.7% |
| Non-emergency repairs completed on time | 62.9% | 67.2% |
| Emergency repairs completed on time | 71.6% | 83.5% |
| Gas safety checks completed | 99.7% | 99.9% |
| Fire risk assessments completed | 99.6% | 100% |
| Asbestos safety checks completed | 100% | 100% |
| Water safety checks completed | 100% | 100% |
| Lift safety checks completed | 98.5% | 98.8% |
Repair target times
- Non-emergency repairs: 20 working days (routine); 1, 3, or 5 days (urgent)
- Emergency repairs: 2 hours
| Measure | 2023/24 | 2024/25 |
|---|---|---|
| Responsive repairs raised | 66,589 | 91,430 |
| Repairs cancelled by the landlord | 10,498 | 16,547 |
| Repairs reclassified as planned/cyclical | 0 | 0 |
| Repairs completed | 86,273 | 86,622 |
| Repairs in progress at year end | 2,896 | 1,273 |
For all our Tenant Satisfaction Measures, see Decision - Tenant Satisfaction Measures 2024/2025.