Our performance
Tenant Satisfaction Measures (TSMs)
We’re required to report back to the Regulator of Social Housing on the work we do and what our customers think about it. We’re also required to publish that information so that you can see where we’re doing well, and where we need to improve. The Regulator calls this information Tenant Satisfaction Measures (TSMs), which have been introduced from 2023/24.
Previous years: 2023/24
TSMs 2024/25Our latest performance
Each month, we publish our performance information so that you can see how we’re doing on everything from complaints to rent figures, safety and repairs. The things you tell us are valuable – and we use them to make changes and improve our work.
This data is correct as of
May 2025
Overall rent available collected
99.5%
Average time to re-let empty homes
34.2 days
Proportion of homes that do not meet the Decent Homes Standard.
0.11%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
98.9%
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
98.2%
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.
8.7
Proportion of homes for which all required gas safety checks have been carried out.
99.98%
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.
100%
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 that involve hate incidents opened per 1,000 homes.
1.1
Number of anti-social behaviour cases, opened per 1,000 homes.