Find out more about the Tenant Satisfaction Measures
Take a look at what the Measures mean for you and why they are being introduced.
Health and safety
of our homes have a valid gas certificate
Our target: 100%
of fire risk assessments are up to date
Our target: 100%
of lift inspections are up to date
of legionella risk assessments are up to date
Our target: 100%
of annual asbestos re-inspections in communal areas are up to date
Our target: 100%
of our customers are satisfied that our home is safe to live in
Our target: 89%
Customer service
of our customers are satisfied with their overall experience
Our target: 86%
of our customers are satisfied we listen to their views and act on them
Our target: 76%
of our customers are satisfied with how we handle complaints
Our target: 65%
of our customers are satisfied we keep them informed on important updates
Our target: 85%
of our customers agree we treat tenants fairly and with respect
Our target: 90%
of our stage one complaints were responded to within the target timescale
Our target: 94%
Our target: 95%
of our stage two complaints were responded to within the target timescale
Your neighbourhood
of our customers are satisfied we make a positive contribution to neighbourhoods
Our target: 83%
of our customers are satisfied with our approach to anti-social behaviour
69%
Repairs and maintenance
of our customers are satisfied with their repairs in the last 12 months
Our target: 85%
of our customers are satisfied their home is well maintained
Our target: 86%
of our customers are satisfied with the time it took to complete their most recent repair
Our target: 78%
of our customers are satisfied that we keep communal areas clean and well maintained
Our target: 71%
Other ways to give your feedback
There are plenty of other ways you can give your feedback about the service you have received. Your feedback is used to help improve the way we do things for customers.
Get involved with our customer groups
Give a compliment, complaint or general feedback
About our surveys and research
We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 2,300 customers a year about their overall satisfaction with our services, their home, their neighbourhood and that we listen to their views. We also ask a sample of customers who have recently experienced a service for their feedback – for example over 2,000 replies from customers about their last repair, over 650 regarding moving in to a home, over 670 responses about our complaints service, and over 4,300 responses about our customer service centre.