How we're performing
We've made considerable progress this year, and underlined our commitment to ensuring our customers have a meaningful voice about all that we do, and the services we provide. Our having achieved a customer satisfaction score of 73%, an improvement on last year's score, is just one example of the inroads we're making. You can see the positive impact we're having on customers, homes and communities.
We’re reporting our performance statistics based on the Tenant Satisfaction Measures introduced by the Regulator of Social Housing in England in 2023.
Using this insight and valuable feedback, we've identified key areas needing improvement, such as reducing repair wait times and enhancing complaints handling. We've implemented a work programme specifically to address long repair wait times.
We understand that being able to contact us and get the information needed is invaluable. So we're continuing to develop our user-friendly online account to make it easy to access services, report issues, track the status of repairs, and provide relevant and useful content.
"We want to be open with you about how we're doing, sharing our successes and the areas where we can get better. We’re proud of the work we do and our focus is always on you, our customers. We strive to provide you with the homes and services you need, when you need them.
We want to build on what we have delivered so far and look to take our performance to a new level. We’re continuously working to improve our services, ways of working and systems."
- Margaret Dodwell, Chief Operating Officer
We're using this feedback and data to improve our homes and communities
Our performance for 2024-25 is shown below
Some measures are reported separately for Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO). Benchmarking information is shown below by clicking on the ‘i’ symbol, you can see how we compare against other landlords. The comparator group is the national median collated by HouseMark. Data from 217 Registered Providers of social housing.
The figures below are those we're required to report on by the Regulator of Social Housing. We're working closely with customers to continuously improve and, while we know there's more to do, we've seen an upward trend in performance in nearly 80% of the satisfaction measures over the last year. The areas our customers told us were most important and action taken is explained further on this page.
1. Keeping properties in good repair
Having a home that's in good condition is something that we all expect, however, sometimes things go wrong, break and need to be repaired. When this happens it’s important that you can contact us easily, know when work is planned and be happy with the finished results. We have a series of planned works every year to ensure our homes are well looked after.
2. Maintaining building safety
Your home needs to be safe for you, your families and those that live with you. There are a range of checks we carry out. All compliance checks completed by us are 100% compliant. Obtaining the documentation to ensure third parties have been completing checks has, in some cases, been a challenge.
3. Respectful and helpful engagement
Everything we do, the services we provide and the homes we build is centred around you, our customers. With every single touchpoint across the whole business, how you're treated, valued, and respected impacts on your experience. Your voice matters.
4. Effective handling of complaints
We always try to resolve your dissatisfaction when you first tell us about it. And if we can’t then we promise to monitor your complaint and keep in touch while we're looking into it. We learn from your feedback to improve our services.
5. Responsible neighbourhood management
A home is more than just the building we live in, it’s the communities and surroundings around it. Being proud of your home, feeling happy and safe outside is just as important as how you feel once you close your front door.
How we measure our performance
By consistently collecting and reporting data on these Tenant Satisfaction Measures, we can pinpoint areas for improvement and ensure we deliver high quality services that meet our customers' expectations. Our aim is to be visible, accessible and, above all, approachable, addressing our customers' concerns effectively and promptly. They hold us accountable and demonstrate our performance in areas that truly matter.
There are 22 measures - 12 of these measures come directly from one of our customer feedback surveys, while 10 come from information we hold in our systems on our operational activity (some of these are split into 2 parts).
For the feedback surveys, all social housing landlords must use the same set of questions, asked in the same way and order. This consistency helps us, and the regulator, identify areas for improvement and recognise where we’re performing well.
Survey methodology and approach
To get a view on how we're perceived by customers and to keep track of the outcomes of the TSMs, the response from surveys is invaluable. Our total tenant population is 27,463 LCRA and 4,756 LCHO tenants. We achieved a sample size of 2,286 LCRA responses and 548 LCHO responses.
Based on the responses received we are 95% confident that the overall % satisfied is within +/-1.7% for LCRA. For LCHO, we are 95% confident that the overall % satisfied is within +/-4%.
Data was collected quarterly by telephone and post. These survey collection methods were chosen to ensure all tenants were given an equal opportunity to take part, and that no groups were inadvertently excluded from the survey. We offered a postal survey to capture responses from tenants who did not have a phone number and also for properties managed by another provider (where we do not have contact details recorded).
- 2259 (LCRA) and 540 (LCHO) responses by telephone
- 27 (LCRA) and 8 (LCHO) responses by post
- A stratified random sampling was used
Representativeness has been assessed against tenure type, ethnicity, age and gender. The sample was found to be representative of the total relevant tenant population, as demonstrated here.
388 LCRA and 13 LCHO tenants were excluded as they have requested to not receive surveys. Incentives were not used to obtain a response or influence answers. TLF Research was used as the external contractor.
