How we are Performing

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management
• Overall satisfaction with services

The TSMs provide visibility and transparency of how we are performing across a total of 22 measures; 12 of these come from surveying tenants about their satisfaction with services, and 10 come from the information we hold. This includes data in relation to building safety, anti-social behaviour (ASB) and complaint handling. To find out more about the survey click here.

We report on our performance each quarter, and annually. This year the Tenant Perception Survey is being completed by post and telephone, with a sample group of tenants who have been randomly selected. So far, we have received 450 responses, with performance improving in all areas in comparison to 2023/2024 results. To see an update on our performance so far this year view our Quarter 3 (October - December 2024) report, our end of year results will be published in July. 

We gathered feedback from our tenants through a Tenant Perception Survey which was sent out between 8th September 2023 and 18th October 2023. We used text message, postal, online and telephone surveys to gain feedback. A copy of the survey, including the accompanying letter, can be found here.

The survey was sent to 6,453 tenants and 1,211 responses were received. We worked with an external company called TP Tracker, to make sure the survey was delivered independently and that the responses we received were representative of our whole tenant population. Full details of our approach can be found here.

We continually look to increase satisfaction across all the measures and have worked with tenants to improve our satisfaction ratings in these areas. Click here to see a selection of some of the improvements we have made so far to achieve this.