Overall satisfaction
Rented homes
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord | 68.3% | 67.7% | 69.6% |
Shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord | 36.7% | 30.4% | 33.3% |
Keeping properties in good repair
Rented homes
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| 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% | 72.6% |
| 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% | 70.3% |
| Proportion of homes that do not meet the Decent Homes Standard | 0.1% | 2.9% | 4.5% |
| Non-emergency responsive repairs completed within the landlord’s timescale | 83.9% | 83.4% | 82.5% |
| Emergency responsive repairs completed within the landlord’s timescale | 96.7% | 90.0% | 91.8% |
| Proportion of respondents who report that they are satisfied that their home is well maintained | 70.5% | 68.3% | 70.6% |
Maintaining building safety
Rented homes
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of respondents who report that they are satisfied that their home is safe | 76.7% | 74.4% | 76.9% |
Shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of respondents who report that they are satisfied that their home is safe | 60.4%% | 56.8% | 56.5% |
Rented homes and shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of homes for which all required gas safety checks have been carried out | 99.6% | 99.9% | 99.9% |
| Proportion of homes for which all required fire risk assessments have been carried out | 100% | 100% | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 98.6% | 100% | 100% |
| Proportion of homes for which all required legionella risk assessments have been carried out | 100% | 100% | 100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 100% | 100% |
Respectful and helpful tenant engagement
Rented homes
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 75.3% | 74.5% | 76.8% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 59.2% | 55.6% | 58.4% |
| 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% | 69.3% |
Shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 53.1% | 45.4% | 48.4% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 27.3% | 21.2% | 22.7% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 52.0% | 50.7% | 44.0% |
Effective complaints handling
Rented homes
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| 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% | 40.9% |
| Number of Stage One complaints received per 1,000 homes | 103.1 | 115.7 | 120.6 |
| Number of Stage Two complaints received per 1,000 homes | 21.3 | 31.0 | 42.8 |
| Stage One complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales | 87.2% | 96.7% | 91.7% |
| Stage Two complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales | 87.6% | 98.6% | 82.8% |
Shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| 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% | 13.5% |
| Number of Stage One complaints received per 1,000 homes | 115.9 | 124.2 | 110.5 |
| Number of Stage Two complaints received per 1,000 homes | 30.1 | 39.2 | 42.9 |
| Stage One complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales | 86.6% | 95.6% | 89.2% |
| Stage Two complaints responded to within Housing Ombudsman’s Complaint Handling Code timescales | 81.0% | 97.6% | 78.0% |
Responsible neighbourhood management
Rented homes
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| 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% | 71.8% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 61.4% | 57.6% | 57.4% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 64.9% | 63.1% | 64.6% |
Shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| 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% | 49.5% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 29.8% | 22.6% | 23.9% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 30.9% | 24.3% | 24.2% |
Rented homes and shared ownership
| 23/24 | 24/25 | 25/26 | |
|---|---|---|---|
| Number of anti-social behaviour cases opened per 1,000 homes | 23.9 | 41.8 | 44.7 |
| Number of anti-social behaviour cases opened per 1,000 homes involving hate incidents | 0.3 | 0.6 | 0.8 |