Tenant Satisfaction Measures 2023/24

2023/24 results

2023/24 targets

Gas safety checks carried out in your homes    

99.91%

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

30.36

N/A

Anti-social behaviour cases that involve hate incidents opened per 1,000 homes

0.21

N/A

Percentage of homes that do not meet the Decent Homes Standard      

1.90%

0.00%

Non-emergency responsive repairs completed within our target timescale.

81.42%

85.00%

Emergency responsive repairs completed within our target timescale.

95.50%

85.00%

Number of stage one complaints received per 1,000 homes.

39.07

N/A

Number of stage two complaints received per 1,000 homes.

1.74

N/A

Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

69.82%

92.00%

Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

82.35%

92.00%

Percentage of customers who report they are satisfied with the overall service we provide.

80.70%

80.00%

Percentage of customers who received a repair in the last 12 months and are satisfied with the overall repairs service.

78.69%

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.

74.94%

75.00%

Percentage of customers who are satisfied their home is well maintained.

76.53%

75.00%

Percentage of customers who are satisfied their home is safe.

80.14%

80.00%

Percentage of customers who are satisfied that we listen to their views and act upon them.

68.01%

73.00%

Percentage of customers who are satisfied that we keep them informed about things that matter to them.

75.05%

100.00%

Percentage of customers who agree that we treat them fairly and with respect.

84.44%

85.00%

Percentage of customers who report making a complaint in the last 12 months and are satisfied with our approach to complaints handling.

34.25%

60.00%

Percentage of customers who are satisfied that we keep communal areas clean and well maintained.

61.98%

60.00%

Percentage of customers who are satisfied that we make a positive contribution to the neighbourhood.

74.60%

75.00%

Percentage of customers who are satisfied with our approach to handling anti-social behaviour.

58.33%

60.00%