Last updated: 30 June 2026
Next review: 30 June 2027
Key roles
Our Housing service is managed by the Housing Senior Leadership Team.
Key responsibilities for meeting the consumer standards are as follows:
- Jane Martin, Corporate Director of Housing, is responsible for compliance with the Housing Consumer Standards.
- Mark Crane, Director of Housing Assets is responsible for Housing Health and Safety compliance.
Our Tenant Satisfaction Measures
The Social Housing (Regulation) Act 2023 requires us to collect and report on 22 Tenant Satisfaction Measures (TSMs) each year to the Regulator of Social Housing.
These measures form part of the Transparency, Influence and Accountability Standard and apply to our role as a social landlord. They cover how we manage tenancies and maintain the homes we own.
You can find full details of the consumer standards on the Government website.
Why we collect the data
We collect TSMs to:
- Help our tenants hold us to account for the quality of our services
- Make our performance more transparent and easier to understand
- Show the Regulator how we are meeting the consumer standards.
How we collect the data
We started collecting TSM data on 1 April 2023. Our results for 2023/24, 2024/25 and 2025/26 have been submitted to the Regulator of Social Housing and are shown below.
Of the 22 measures:
- 12 come from tenant perception surveys carried out by Kwest Research, an independent research organisation.
- 10 come from our internal housing management systems.
Comparing our performance
The Regulator of Social Housing has published a national table of results for 2024/25. We will update our website to show how we compare to others once the Regulator publishes the national table of results for 2025/26.
Our results
The table below shows our results for the last three years.
| TSM Reference | TP01 |
|---|---|
| Description | Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
| Our score 2023/24 | 61% |
| Our score 2024/25 | 62% |
| Our score 2025/26 | 61% |
| Commentary | Following inspection and our C2 rating, an improvement plan has been agreed with the Regulator which is focussed on improving overall satisfaction. Service improvement work is taking place across some key areas, in particular repairs, tenancy management, and dealing with complaints. |
Building safety
| TSM Reference | BS01 |
|---|---|
| Description | Proportion of homes for which all required gas safety checks have been carried out. |
| Our score 2023/24 | 100% |
| Our score 2024/25 | 100% |
| Our score 2025/26 | 100% |
| Commentary | Full compliance |
| TSM Reference | BS02 |
|---|---|
| Description | Proportion of homes for which all required fire risk assessments have been carried out. |
| Our score 2023/24 | 100% |
| Our score 2024/25 | 95% |
| Our score 2025/26 | 99.9% |
| Commentary | We have invested £3.2m million in fire safety works. Regular risk assessments are carried out to identify safety concerns and complete improvements. |
| TSM Reference | BS03 |
|---|---|
| Description | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
| Our score 2023/24 | 100% |
| Our score 2024/25 | 100% |
| Our score 2025/26 | 100% |
| Commentary | Full compliance |
| TSM Reference | BS04 |
|---|---|
| Description | Proportion of homes for which all required legionella risk assessments have been carried out. |
| Our score 2023/24 | 97% |
| Our score 2024/25 | 100% |
| Our score 2025/26 | 100% |
| Notes | Full compliance |
| TSM Reference | BS05 |
|---|---|
| Description | Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
| Our score 2023/24 | 85% |
| Our score 2024/25 | 89% |
| Our score 2025/26 | 98% |
| Notes | We have made significant improvements to our lift safety inspection through closer liaison with our lift contractors and insurance company and will continue to seek full compliance. |
Repairs
| TSM Reference | TP02 |
|---|---|
| Description | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. |
| Our score 2023/24 | 62% |
| Our score 2024/25 | 63% |
| Our score 2025/26 | 67% |
| Notes | We have introduced a new resident portal, with over 1,000 residents having created an account, so they can report and track repairs online. |
| TSM Reference | TP03 |
|---|---|
| Description | 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. |
| Our score 2023/24 | 63% |
| Our score 2024/25 | 64% |
| Our score 2025/26 | 66% |
| Notes | We are working closely with our repair's contractors to better coordinate works, by arranging appointments more quickly and carrying out works more efficiently. |
| TSM Reference | TP04 |
|---|---|
| Description | Proportion of respondents who report that they are satisfied that their home is well maintained. |
| Our score 2023/24 | 62% |
| Our score 2024/25 | 63% |
| Our score 2025/26 | 65% |
| Notes | Our new process is improving the quality of repairs carried out by contractors through enhanced quality assurance checks, alongside a commitment of £172m to improve existing homes over the next five years. |
| TSM Reference | TP05 |
|---|---|
| Description | Proportion of respondents who report that they are satisfied that their home is safe. |
| Our score 2023/24 | 70% |
| Our score 2024/25 | 69% |
| Our score 2025/26 | 68% |
| Notes | We continue to review our housing stock information, ensuring it’s up to date and relevant safety checks are in place for all our properties. |
| TSM Reference | RP01 |
|---|---|
| Description | Proportion of homes that do not meet the Decent Homes Standard |
| Our score 2023/24 | 17% |
| Our score 2024/25 | 19% |
| Our score 2025/26 | 13.1% |
| Notes | A planned works programme is in place for 2026/27 to achieve a further 5% reduction in non-decency levels. We will continue to deliver upgrades to mechanical, electrical and heating systems, install new kitchens, bathrooms, windows and doors, and carry out roof repair works. |
| TSM Reference | RP02(1) |
|---|---|
| Description | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
| Our score 2023/24 | 74% |
| Our score 2024/25 | 79% |
| Our score 2025/26 | 84% |
| Notes | We continue to drive service improvement with our repairs contractors, to improve the timeliness and quality of repairs. |
| TSM Reference | RP02(2) |
|---|---|
| Description | Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
| Our score 2023/24 | 96% |
| Our score 2024/25 | 96% |
| Our score 2025/26 | 97% |
| Notes | We are working closely with our repairs contractors to better coordinate works, by arranging appointments more quickly and carrying out works more efficiently |
Communications
| TSM Reference | TP06 |
|---|---|
| Description | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
| Our score 2023/24 | 51% |
| Our score 2024/25 | 56% |
| Our score 2025/26 | 54% |
| Notes | We’ve expanded how we gather resident feedback and acted on what we have heard. More online feedback was gathered through our Let’s Talk platform on policies, contractors and our asset management strategy, with 5,971 website visits, 1,794 people informed, and 691 resident contributions in 2025/26. |
| TSM Reference | TP07 |
|---|---|
| Description | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
| Our score 2023/24 | 72% |
| Our score 2024/25 | 74% |
| Our score 2025/26 | 71% |
| Notes | Through surveys and feedback, you told us what’s most important to you: getting repairs done quickly and properly, living in a home that feels safe and well looked after and being treated with respect. |
| TSM Reference | TP08 |
|---|---|
| Description | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
| Our score 2023/24 | 67% |
| Our score 2024/25 | 71% |
| Our score 2025/26 | 70% |
| Notes | Estate walkabouts, tenancy checks, and door knocking is helping us to gather better data from residents so we can better respond to their diverse needs. |
Complaints
| TSM Reference | TP09 |
|---|---|
| Description | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. |
| Our score 2023/24 | 21% |
| Our score 2024/25 | 20% |
| Our score 2025/26 | 22% |
| Notes | We are improving our approach to complaints handling by delivering our complaints improvement plan. |
| TSM Reference | CH01(1) |
|---|---|
| Description | Number of Stage 1 complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes |
| Our score 2023/24 | 42 |
| Our score 2024/25 | 49 |
| Our score 2025/26 | 65 |
| Notes | For more information visit our website page Make a complaint. |
| TSM Reference | CH02(1) |
|---|---|
| Description | Proportion of Stage 1 responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
| Our score 2023/24 | 84% |
| Our score 2024/25 | 89% |
| Our score 2025/26 | 90% |
| Notes | We set up a new complaints team in September 2025 and developed clearer processes and new compensation guidance, supported by a resident-led Complaints Panel. |
| TSM Reference | CH01(2) |
|---|---|
| Description | Number of Stage 2 complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes |
| Our score 2023/24 | 6 |
| Our score 2024/25 | 15 |
| Our score 2025/26 | 23 |
| Notes | For more information visit our website page Make a complaint. |
| TSM Reference | CH02(2) |
|---|---|
| Description | Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
| Our score 2023/24 | 46% |
| Our score 2024/25 | 41% |
| Our score 2025/26 | 66% |
| Notes | Comprehensive training is in place for staff on complaint handling, communication, policy application and supporting residents in vulnerable circumstances. A new case management system to track complaints is in place and we have recruited a dedicated Stage 2 Complaints Investigator. |
Neighbourhood Management
| TSM Reference | TP10 |
|---|---|
| Description | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
| Our score 2023/24 | 63% |
| Our score 2024/25 | 65% |
| Our score 2025/26 | 62% |
| Notes | We have carried out environmental improvements on estates to respond directly to resident feedback by implementing targeted environmental enhancements across estates, improving the condition, usability, and visual appeal of communal areas. |
| TSM Reference | TP11 | |
|---|---|---|
| Description | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | |
| Our score 2023/24 | 67% | |
| Our score 2024/25 | 68% | |
| Our score 2025/26 | 69% | |
| Notes | For more information about our estate services, please visit our managing your estate website page. |
| TSM Reference | TP12 |
|---|---|
| Description | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
| Our score 2023/24 | 61% |
| Our score 2024/25 | 59% |
| Our score 2025/26 | 61% |
| Notes | A resident-led anti-social behaviour (ASB) scrutiny review directly shaped our improvement plan, strengthening staff training and introducing clearer, more consistent communication to better support residents experiencing ASB. Our new redesigned ASB procedure identifies risks earlier, supports residents more effectively and ensures we are taking firm action against those responsible. |
| TSM Reference | NM01(1) |
|---|---|
| Description | Number of anti-social behaviour cases opened per 1,000 homes. |
| Our score 2023/24 | 10.3 |
| Our score 2024/25 | 12.8 |
| Our score 2025/26 | 10.4 |
| Notes | Changes to our ASB service following a resident review will help increase reporting and tackling of ASB. |
| TSM Reference | NM01(2) |
|---|---|
| Description | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
| Our score 2023/24 | 0 |
| Our score 2024/25 | 1.3 |
| Our score 2025/26 | 0.5 |
| Notes |
How we collected our data
Survey sample size
Our 2025/26 tenant perception survey includes responses from 980 randomly selected tenants. This provides a representative sample of our 9,652 households living in low-cost rental accommodation.
When the survey took place
The survey was carried out quarterly with interviews completed between May 2025, and February 2026.
Our survey and methodology
View a full copy of our survey. You can also download information on our survey methodology.
When we submitted our TSM data
We submitted our TSM data to the Regulator of Social Housing on 24 June 2026.
Value for money
Our 2026/27 budget was agreed by the Council’s Cabinet in February 2026.
The table below illustrates how each £1 of your rent and service charge collected will be spent.
| Repairs and improvements | 43p |
| Investment to improve existing homes and build new homes (interest payments) | 12p |
| Staff costs | 14p |
| Office, insurance and other running costs | 11p |
| Services e.g. gardening caretaking CCTV and lighting | 1p |
| Rent and service charges unpaid by residents | 1p |
| Contribution to reserves | 18p |