Our performance

We want you to know how we are performing on key services like repairs, rent collection and anti-social behaviour.

Every quarter we share our performance from the previous three months in our tenant’s newsletter, Viewpoint and on our website.

We monitor performance regularly, so we can make appropriate changes when its lower than we like, and to acknowledge our teams’ hard work where we have performed well.

Tenant Satisfaction Measures

From April 2023, all social landlords have been required to capture and report back to the Regulator of Social Housing on a range of Tenant Satisfaction Measures (TSM’s) – from home safety, repairs to whether you feel we listen.

We want to make sure our services meet tenants’ needs, so every quarter we ask a sample of tenants to complete a satisfaction survey. The survey gives tenants the opportunity to tell us what we are doing well and where we could improve.

The survey includes questions about key areas of our service, such as repairs, the safety and quality of homes, complaints, communication, and whether tenants feel we listen to their views.

If you are invited to take part, your feedback will help us understand tenants’ experiences and identify the areas that matter most to you. All responses are used to help shape our services and plan future improvements.

Surveys are carried out by Acuity on our behalf – they are a specialist independent research company. They contact a proportion of our tenants every quarter – you will not be asked to complete the survey more than once per year.

We publish the results of our satisfaction surveys, along with our Tenant Satisfaction Measures information and Annual Complaints Performance and Service Improvement Plan, so tenants can see how we are performing and what we are doing to improve.