Overall satisfaction
Rented homes
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord | 68.3% | 67.7% |
Shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord | 36.7% | 30.4% |
Keeping properties in good repair
Rented homes
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
71.0% | 68.2% |
| 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 |
66.2% | 67.0% |
| Proportion of homes that do not meet the Decent Homes Standard |
0.1% | 2.9% |
| Non-emergency responsive repairs completed within the landlord’s timescale |
83.9% | 83.4% |
| Emergency responsive repairs completed within the landlord’s timescale |
96.7% | 90.0% |
| Proportion of respondents who report that they are satisfied that their home is well maintained |
70.5% | 68.3% |
Maintaining building safety
Rented homes
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report that they are satisfied that their home is safe | 76.7% | 74.4% |
Shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report that they are satisfied that their home is safe | 60.4%% | 56.8% |
Rented homes and shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of homes for which all required gas safety checks have been carried out |
99.6% | 99.9% |
| Proportion of homes for which all required fire risk assessments have been carried out |
100% | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
98.6% | 100% |
| Proportion of homes for which all required legionella risk assessments have been carried out |
100% | 100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% | 100% |
Respectful and helpful tenant engagement
Rented homes
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
75.3% | 74.5% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
59.2% | 55.6% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
71.0% | 70.2% |
Shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
53.1% | 45.4% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
27.3% | 21.2% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
52% | 50.7% |
Effective complaints handling
Rented homes
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
39.8% | 37.1% |
| Number of Stage One complaints received per 1,000 homes |
103.1 | 115.7 |
| Number of Stage Two complaints received per 1,000 homes |
21.3 | 31.0 |
| Stage One complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales |
87.2% | 96.7% |
| Stage Two complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales |
87.6% | 98.6% |
Shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
18.9% | 16.9% |
| Number of Stage One complaints received per 1,000 homes |
115.9 | 124.2 |
| Number of Stage Two complaints received per 1,000 homes |
30.1 | 39.2 |
| Stage One complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales |
86.6% | 95.6% |
| Stage Two complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales |
81% | 97.6% |
Responsible neighborhood management
Rented homes
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
71.7% | 66.9% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
61.4% | 57.6% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
65.0% | 63.1% |
Shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
51.8% | 48.3% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
29.8% | 22.6% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
30.9% | 24.3% |
Rented homes and shared ownership
| 23/24 | 24/25 | |
|---|---|---|
| Number of anti-social behaviour cases opened per 1,000 homes |
23.9 | 41.8 |
| Number of anti-social behaviour cases opened per 1,000 homes involving hate incidents |
0.3 | 0.6 |