Results of our tenant satisfaction measures from 1 April 2023 to 31 March 2024 are below.
Building safety
| Reference |
Satisfaction measure |
Score |
| BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
100% |
| BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
| BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
| BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
| BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
Anti-social behaviour
| Reference |
Satisfaction measure |
Score |
| NM01 (1) |
Number of anti-social behaviour cases, opened per 1,000 homes. |
39.5 |
| NM01 (2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
1.9 |
Decent Homes Standard and repairs
| Reference |
Satisfaction measure |
Score |
| RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
5.5% |
| RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
94.9% |
| RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
99.6% |
Complaints
| Reference |
Satisfaction measure |
Score |
| CH01 (1) |
Number of stage one complaints received per 1,000 homes. |
54 |
| CH01 (2) |
Number of stage two complaints received per 1,000 homes. |
9 |
| CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
92.1% |
| CH02 (2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
97.8% |
Tenant perception measures
| Reference |
Satisfaction measure |
Score |
| TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
70.7% |
| 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. |
73.8% |
| 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. |
77.3% |
| TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
70.4% |
| TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
73.2% |
| TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
60.6% |
| TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
72.3% |
| TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
75.6% |
| 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. |
28.2% |
| TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
68.2% |
| TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
64.4% |
| TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
61.3% |