Take a look at the below information, which shows our annual Tenant Satisfaction Measure results for the period of April 2024 to March 2025.
|
Tenant Satisfaction Measures 2024/25 |
2024/25 results |
2024/25 targets |
|
Gas safety checks carried out in your homes |
99.90% |
100.00% |
|
Fire risk assessments carried out in your homes |
100.00% |
100.00% |
|
Asbestos management surveys or re-inspections carried out in your homes |
100.00% |
100.00% |
|
Legionella risk assessments carried out in your homes |
100.00% |
100.00% |
|
Communal passenger lift safety checks carried out |
100.00% |
100.00% |
|
Anti-social behaviour cases, opened per 1,000 homes |
23.61 |
N/A |
|
Anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.41 |
N/A |
|
Percentage of homes that do not meet the Decent Homes Standard |
1.77% |
0.00% |
|
Non-emergency responsive repairs completed within our target timescale. |
81.61% |
93.00% |
|
Emergency responsive repairs completed within our target timescale. |
91.83% |
97.50% |
|
Number of stage one complaints received per 1,000 homes. |
43.02 |
N/A |
|
Number of stage two complaints received per 1,000 homes. |
5.43 |
N/A |
|
Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
73.57% |
85.00% |
|
Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
84.91% |
94.00% |
|
Percentage of customers who report they are satisfied with the overall service we provide. |
77.18% |
80.00% |
|
Percentage of customers who received a repair in the last 12 months and are satisfied with the overall repairs service. |
77.90% |
80.00% |
|
Percentage of customers who received a repair in the last 12 months and are satisfied with the time taken to complete their most recent repair. |
80.17% |
77.00% |
|
Percentage of customers who are satisfied their home is well maintained. |
74.10% |
80.00% |
|
Percentage of customers who are satisfied their home is safe. |
80.07% |
86.00% |
|
Percentage of customers who are satisfied that we listen to their views and act upon them. |
67.18% |
70.00% |
|
Percentage of customers who are satisfied that we keep them informed about things that matter to them. |
76.58% |
79.00% |
|
Percentage of customers who agree that we treat them fairly and with respect. |
83.85% |
85.00% |
|
Percentage of customers who report making a complaint in the last 12 months and are satisfied with our approach to complaints handling. |
37.84% |
42.00% |
|
Percentage of customers who are satisfied that we keep communal areas clean and well maintained. |
66.67% |
66.00% |
|
Percentage of customers who are satisfied that we make a positive contribution to the neighbourhood. |
74.74% |
74.00% |
|
Percentage of customers who are satisfied with our approach to handling anti-social behaviour. |
61.32% |
60.00% |
For information on how quickly we respond to customer complaints please read our Service Standards (pdf 88 kB) (pdf 88 kB).
For information on how quickly we carry out repairs please click here.