Latest performance
| TSM | Question | 23/24 | 24/25 | Target |
| 1 | Satisfied with overall service from their landlord | 72% | 73% | 75% |
| 2 | Customers who have received a repair in the last 12 months and are satisfied with the overall repairs service | 75% | 75% | 77% |
| 3 | Customers who have received a repair in the last 12 months and are satisfied with the time taken to complete their most recent repair | 68% | 69% | 69% |
| 4 | Customers are satisfied their home is well maintained | 65% | 71% | 66% |
| 5 | Customers are satisfied their home is safe | 72% | 78% | 74% |
| 6 | Satisfied their landlord listens to their views and acts upon them | 57% | 63% | 58% |
| 7 | Satisfied their landlord keeps them informed about things that matter to them | 65% | 72% | 70% |
| 8 | Agree their landlord treats them fairly and with respect | 72% | 80% | 75% |
| 9 | Satisfied with complaints handling | 38% | 37% | 40% |
| 10 | Satisfied landlord keeps communal areas clean and well maintained | 61% | 74% | 62% |
| 11 | Satisfied their landlord makes a positive contribution to the neighbourhood | 56% | 67% | 58% |
| 12 |
Satisfied with landlords approach to ASB |
57% | 67% |
59% |
Every three months, we survey around 270 of our customers over the telephone.
Our aim is to contact around 800 customers each year in this way.
This is our ongoing ‘Make It Happen’ survey, which gives us valuable feedback on our services and shows us where we need to improve.
We would like to thank everyone who has taken part so far.
Here are results for the year ending 30th March 2025.
Performance
Each month we publish our performance information so that you can see how we are doing.
This data is correct as of 11 November 2024
Overall rent available that was collected
99.5%
Average time to re-let empty homes
60.6 days
Proportion of homes that do not meet the Decent Homes Standard.
0.6%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
80.4%
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
98.9%
Proportion of homes for which all required gas safety checks have been carried out.
100%
Proportion of homes for which all required fire risk assessments have been carried out.
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
85%
Proportion of homes for which all required legionella risk assessments have been carried out.
91.2%
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
100%
Number of stage one complaints received per 1,000 homes.
45.8
Number of stage two complaints received per 1,000 homes.
2.2
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
56.5%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
16.7%
Number of anti-social behaviour cases, opened per 1,000 homes.
18.4
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.