We’re committed to providing safe, high‑quality homes and excellent services for our residents.
To make sure we’re delivering on that commitment, we closely monitor our performance, benchmark ourselves against other housing providers, and follow robust regulatory standards.
The sections below explain how we’re assessed, how we measure success, and how we use this insight to keep improving.
How we measure our performance
Every two years we’re required to report on a set of Tenant Satisfaction Measures. These measures, created by The Regulator of Social Housing, look at how we're performing, and what customers think about us.
The measures are made up of a resident perception survey and monitoring through our internal management systems.
We’re required to report on some information every year.
The Housing Ombudsman Service has a complaint handling code, with which all social landlords must comply.
As part of this, we're required to complete an annual assessment against the Code.
We carry out regular satisfaction surveys after residents use one of our services for example:
- after you’ve had repair work completed
- after you’ve had improvement works (for example, a kitchen replacement or new heating system)
- after you've call the customer care team.
The Consumer Standards set out the expectations all social housing providers must meet to ensure residents receive safe, high-quality homes and services.
These standards are designed to protect residents’ rights, promote fairness, and make sure landlords are accountable for the services they deliver.
As of 31 March 2025:
- 100% of homes had up‑to‑date gas and fire safety checks and certificates, where required.
We compare our performance each year with similar housing associations through Housemark.
This helps us understand how we’re performing and where we can continue to improve.
- Resident feedback:
- surveys, conversations and complaints.
- Information from our internal systems, such as:
- time taken to complete repairs
- cost of preparing vacant homes to relet
- safety compliance
- rent arrears levels
- service requests.
How we report our performance
It’s important that we’re transparent and open about our performance.
Tenant Satisfaction Measures
Every two years we report on the Tenant Satisfaction Measures. This is published on our website and in newsletters.
Annual report
We publish detailed performance information about all service areas in our annual report.
Quarterly complaints updates
We publish a quarterly update on complaints performance on our website and in newsletters.
We set ambitious targets and continually track our performance to understand how well we’re meeting our objectives.
We report quarterly on performance across all our services to the Board, and they hold us accountable to the set targets.
Each year, we present an annual complaints performance and service improvement report to the board, which includes a self-assessment against the Housing Ombudsman’s Complaints Handling Code.
Social Tenants Access to Information Requirements (STAIRs)
From 1 October 2026, we and all other registered housing providers must publish information about how we manage homes, tenancies and services.
The STAIRs scheme includes details of:
- Our senior staff
- How we spend the money we collect from rents and service charges
- Our policies, strategies and future plans
- How we're performing.
Tenants will also have new rights to access information about how their homes and services are managed. From 1 April 2027, we must respond to requests for this kind of information within 30 days.
See here for more information about STAIRs from the Housing Ombudsman Service.