Survey results for rental households
92%
Overall customer satisfaction
86%
Satisfaction that their home is well maintained
87%
Satisfaction that their home is safe
84%
Satisfied with the time taken to complete repairs
86%
Satisfaction with repairs over the last 12 months
91%
Agreement that we treat residents fairly and with respect
78%
Satisfaction that we keep residents informed
85%
Satisfaction that we listen to residents views and act upon them
83%
Satisfaction that we keep communal areas clean and well maintained
78%
Satisfied that we make a positive contribution to neighbourhoods
55%
Satisfaction with our approach to handling antisocial behaviour
71%
Satisfaction with our approach to handling complaints
Survey results for shared ownership households
50%
Overall customer satisfaction
71%
Satisfaction that their home is safe
71%
Agreement that we treat residents fairly and with respect
57%
Satisfaction that we keep residents informed
50%
Satisfaction that we listen to residents views and act upon them
75%
Satisfaction that we keep communal areas clean and well maintained
50%
Satisfied that we make a positive contribution to neighbourhoods
33%
Satisfaction with our approach to handling antisocial behaviour
50%
Satisfaction with our approach to handling complaints
Management information
Data is from 2024-25 management information
Maintenance and safety
Data is from 2024-25 management information
72%
Repairs completed within target timescale - non emergency
74%
Repairs completed within target timescale - emergency
100%
Of homes with all required gas safety checks
100%
Of homes with required fire safety checks
Complaints
Number of complaints
Complaints relative to the size of the landlord – based on the number of complaints the landlord receives for each 1000 homes they own
Stage 1
- Low Cost Rental Accommodation: 22
- Low Cost Home Ownership: 33
Stage 2
- Low Cost Rental Accommodation: 0
- Low Cost Home Ownership: 0
The calculation for these metrics requires the results to be expressed per 1,000 homes. The formula scales up the actual number of complaints to reach a pro-rata amount set at 1,000 stock.
The actual number of complaints are:
Stage 1
- Low Cost Rental Accommodation (x135 homes): 3
- Low Cost Home Ownership (x30 homes): 1
Data is from 2024-25 management information
Complaint response time
Complaints responded to within Complaint Handling Code timescales
Stage 1
- Low Cost Rental Accommodation: 100%
- Low Cost Home Ownership: 100%
Stage 2
- Low Cost Rental Accommodation: n/a
- Low Cost Home Ownership: n/a
Data is from 2024-25 management information
Anti-social behaviour
Number of antisocial behaviour cases
Anti-social behaviour (ASB) cases relative to the size of the landlord – based on the number of ASB cases the landlord opened for each 1000 homes they own
- Low Cost Rental Accommodation and Low Cost Home Ownership combined: 18
Anti-social behaviour (ASB) cases involving hate crime relative to the size of the landlord – based on the number of ASB cases the landlord opened for each 1000 homes they own
- Low Cost Rental Accommodation and Low Cost Home Ownership combined: 0
The calculation for these metrics requires the results to be expressed per 1,000 homes. The formula scales up the actual number of complaints to reach a pro-rata amount set at 1,000 stock. The actual number of ASB cases opened are:
- ASB cases (LCRA and LCHO combined: x165 homes): 3
- ASB cases involving hate crime (LCRA and LCHO combined: x165 homes): 0
Data is from 2024-25 management information
How we did the survey
Who, when and how
Number of responses:
- Rented: 135 surveys were sent and 62 responded (46%)
- Shared Ownership: 30 surveys were sent and 8 responded (27%)
Timing of survey:
- Start: 1 September 2025
- Close: 23 October 2025
Collection methods:
- Stage one – telephone survey: all residents were called at least five times
- Stage two – online survey: sent to all non-respondents using emails and SMS messages
- Stage three – postal survey: sent to all non-respondents
Sample method:
- Census approach (contacted households)
Representativeness of the sample against tenant population
For the overall results the Regulator of Social Housing recommend that landlords with under 2,500 properties achieve a sampling error of at least ±5% at the 95% confidence level.
For LRHA, 69 responses were received for the overall service question, from the 167 residents, and this response is high enough to conclude that the findings are accurate to within ±9.04%, within the recommended margin of error.
Role of external contractors
- The survey was carried out by Acuity
Incentives offered:
- Entry into a prize draw to win £100 shopping voucher
Management data:
- This is for year end: 01 April 2024 to 31 March 2025