Management Performance Information
Below, you can find information on how we perform across our housing services.
This information comes our general needs homes, housing for older people, supported housing, intermediate rent, (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.
We measure these directly through information we hold on our systems.
100
%
of homes for which all required gas safety checks have been carried out.
100
%
of homes for which all required fire risk assessments have been carried out.
100
%
of homes for which all required asbestos management surveys or re-inspections have been carried out.
100
%
of homes for which all required legionella risk assessments have been carried out.
99.3
%
of homes for which all required communal passenger lift safety checks have been carried out.
34.2
anti-social behaviour cases, opened per 1,000 homes.
1.1
anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
0
%
of homes that do not meet the Decent Homes Standard.
80.4%
of non-emergency responsive repairs completed within the landlord’s target timescale.
89.4
%
of emergency responsive repairs completed within the landlord’s target timescale.
52.1
*rented homes
Number of stage one complaints received per 1,000 homes.
37.6 for low cost homeownership
7.6
*rented homes
Number of stage two complaints received per 1,000 homes.
9.0 for low cost homeownership
57.5
%* rented homes
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
64.0% for low cost homeownership
75.9
%* rented homes
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
75.0% for low cost homeownership
Tenant Perception Survey Measures
Tenant Perception Measures (TPMs) - we measure these through an annual perception survey.
This information comes the survey we did in 2023 with our general needs homes, housing for older people, supported housing, intermediate rent, (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.
62.6
% rented home
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
32.8% for low cost homeownership
62.1
%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied overall with their recent repair.
58
%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
62.6
%
Proportion of respondents who report that they are satisfied that their home is well maintained.
68.1
%* rented homes
Proportion of respondents who report that they are satisfied that their home is safe.
47.6% for low cost homeownership
52
%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
22.7% for low cost homeownership
60.9
%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
37.7% for low cost homeownership
64.8%
Proportion of respondents who report that they agree their landlord treats them fairly and treats them with respect.
37.4% for low cost homeownership
26
%* rented homes
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling.
8.4% for low cost homeownership
57.1
%* rented homes
Proportion of respondents who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
33.7% for low cost homeownership
49.6
%* rented homes
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
21% for low cost homeownership
51.2
%* rented homes
Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour
23.5% for low cost homeownership
TSM Results LCRA
Results from our Low-cost rented accommodation (LCRA) - for customers who rent their home from us.
