Housing performance
Contents
- Annual Complaints and Service Improvement report
- Complaint Handling Code - Self-assessment
- Tenant Satisfaction Measures in 2025/26 (April 2025 to January 2026)
- Tenant Satisfaction Measures in 2024/25
- Tenant Satisfaction Measures in 2023/24
Tenant Satisfaction Measures in 2025/26 (April 2025 to January 2026)
| Ref | Tenant Satisfaction Measures (TSMs) | Apr-25 | May-25 | Jun-25 | Jul-25 | Aug-25 | Sep-25 | Oct-25 | Nov-25 | Dec-25 | Jan-26 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.7% | 99.6% | 99.7% | 99.5% | 99.6% | 99.7% | 99.7% | 99.7% | 99.8% | 99.7% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 89.8% | 89.8% | 96.6% | 96.6% | 96.6% | 96.6% | 100.0% | 100.0% | 100.0% | 100.0% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% |
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes | 3.8 | 2.8 | 3.3 | 3.5 | 3.6 | 3.6 | 1.9 | 2.5 | 1.7 | 4.2 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 | 0 | 0.1 | 0.1 | 0 | 0 | 0 | 0 | 0.2 | 0 |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | n/a | n/a | n/a | n/a | n/a | 14.0% | n/a | n/a | n/a | n/a |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (30 working days) | 52.9% | 60.8% | 59.2% | 64.0% | 62.6% | 67.6% | 48.0% | 45.3% | 53.3% | 55.3% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale (24 hours) | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 100.0% | 99.8% |
| CH01 (1) | Number of stage one complaints received per 1,000 homes (year to date figure) | n/a | n/a | 6.6 | n/a | n/a | 15.0 | n/a | n/a | 24.9 | n/a |
| CH01 (2) | Number of stage two complaints received per 1,000 homes (year to date figure) | n/a | n/a | 1.6 | n/a | n/a | 3.8 | n/a | n/a | 6.6 | n/a |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | n/a | n/a | 61.2% | n/a | n/a | 92.0% | n/a | n/a | 91.5% | n/a |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | n/a | n/a | 72.7% | n/a | n/a | 75.0% | n/a | n/a | 76.9% | n/a |
RP01 Proportion of homes that do not meet the Decent Homes Standard is reported on a 6-monthly basis.
CH01 and CH02 complaints measures are reported on a quarterly basis.
Last updated 09 March 2026