As part of the consumer standards for social housing that came into effect last year, we are required to report on our tenant satisfaction measures on an annual basis.
Introduced by the Regulator of Social Housing, these include 22 measures, 12 of these measures come directly from resident surveys while 10 come from information we measure and hold ourselves. Over the past year we have surveyed 3,594 residents and have now published the results.
Performance in relation to the building safety compliance has significantly improved since last year. All areas which were under 90% last year have seen a minimum gain of 10%.
Compliance update
In April, the Regulator of Social Housing agreed our plan to ensure we regain compliance with their governance and consumer standards, following their routine regulatory inspection last year. The plan includes 11 workstreams, each with clear outcomes that, once delivered, will enable us to regain compliance with the regulator’s governance and consumer standards.
Several of the workstreams against the consumer standard build on the foundations we’ve already established and on the progress we’ve made so far through our Better Together strategy. They include activities to improve repairs, complaints and how we deal with damp and mould, which we know are areas that matter to you.
Our first quarterly update on our progress against that plan is now available.
Complaints performance
We have also recently published our 2024-25 Complaints Performance Report. The report covers key themes, learnings and service improvements and details of mentions in Housing Ombudsman Service (HOS) publications, in compliance with the Housing Ombudsman Compliant Handling Code.
The report was considered by the Resident Forum, Operations Committee and Member Responsible for Complaints before being presented to the Group Board for scrutiny and comment.
Keep up-to-date
You can find all of this reporting and more, including our quarterly-updated performance measures, in our performance section.
