Tenant Satisfaction Measures Management Performance Results
Tenant Satisfaction Measures Management Performance Results
2023/24 | 2024/25 | 2025/26 | |
CH01 (part 1) Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 37.0 | 47.9 | 47.5 |
CH01 (part 2) Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 8.0 | 11.9 | 14.1 |
CH02 (part 1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 99.6 | 100.0 | 98.6 |
CH02 (part 2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 100.0 | 98.6 | 98.8 |
NM01 (part 1) Number of anti-social behaviour cases opened per 1,000 homes. | 70.0 | 61.2 | 59.5 |
NM01 (part 2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 2.0 | 0.3 | 0.8 |
RP01 Proportion of homes that do not meet the Decent Homes Standard. | 0.5 | 0.5 | 0.2 |
RP02 (part 1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. (Our maximum target timescale for non-emergency responsive repairs is 86 working days, this includes the following targets for repairs classified as urgent 7 calendar days, routine 30 working days and batched 120 calendar days) | 81.3 | 88.0 | 92.8 |
RP02 (part 2) Proportion of emergency responsive repairs completed within the landlord’s target timescale. (Our target timescale for emergency responsive repairs is 24 hours) | 87.7 | 95.4 | 96.8 |
BS01 Proportion of homes for which all required gas safety checks have been carried out. | 100.0 | 100.0 | 100.0 |
BS02 Proportion of homes for which all required fire risk assessments have been carried out. | 99.0 | 100.0 | 100.0 |
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 98.9 | 99.9 | 100.0 |
BS04 Proportion of homes for which all required legionella risk assessments have been carried out. | 100.0 | 100.0 | 100.0 |
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100.0 | 100.0 | 100.0 |
