How we're performing
We want to share our performance and measurements, so it's clear how we're doing and you can see the difference we’re making to you and your homes.
The Regulator of Social Housing (RSH) has created a new system for assessing how well social housing landlords are doing at providing good quality homes and services. In addition to introducing revised consumer standards, we also have a set of Tenant Satisfaction Measures (TSMs) that social housing landlords report on. You can use these measures to understand how well we're doing and hold us to account.
The TSMs have been designed and implemented to show you how we're doing on the things that are important to you, such as treating you with respect, delivering repairs on time, providing you with a home that's safe, managing our neighbourhoods well and handling any complaints effectively.
There are 22 measures - 12 of these measures come directly from one of our customer feedback surveys, 10 come from information we hold in our systems on our operational activity.
For the feedback survey, all social housing landlords are required to survey their customers using the same set questions, asked in the same way and in the same order. Having a consistent set of questions will better help us and the Regulator identify where we need to improve and where we're doing well.
We are using this feedback and data to improve our homes and communities
We really value your feedback to help us improve our services and we review this regularly to identify themes where we need to improve.
Most of you tell us our staff are polite, helpful and professional, and that we provide you with a home that's safe and secure. You’re less happy with the length of time you wait for repairs, how good we are at communicating with you and our complaints handling. We also know our home ownership customers are less satisfied than our rented customers.
We’re working hard to improve in these areas and you can find out more about our plans and progress in the following pages.
Our performance for 2023/24 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.
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 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.
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 responses from surveys is invaluable. Our total tenant population is 31,838 LCRA & LCHO tenants. We achieved a sample size of 2,312 LCRA responses and 549 LCHO responses.
Based on the responses received we are 95% confident that the overall % satisfied is within +/-2% for LCRA. For LCHO, we are 95% confident that the overall % satisfied is within +/-4%.
Data was collected quarterly by telephone and post.
- 2,278 (LCRA) and 546 (LCHO) responses by telephone
- 34 (LCRA) and 3 (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.
404 LCRA & 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.
