It is important to us that our tenants, as well as other stakeholders, are able to openly access information to review our performance as a landlord to provide safe and secure homes.
As well as the information provided on this page, you may also find information in the Openness and Transparency page on our website useful.
Reports for tenants
Every year we produce an annual report for our tenants highlighting how we have performed in our role as a landlord. Take a look at our latest report here. You can download an easy read version of the report from our Plans and Reports page on our website.
Tenant Satisfaction Measures (TSMs) Results for 2024-25
We also produce an annual Tenant Satisfaction Measures Report highlighting how we provide good quality homes for our tenants.
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England as a means of assessing how well landlords are doing in providing good quality homes and services. To comply with this new reporting and gain feedback on our performance as a landlord, we shared a survey with our tenants and clients of our care and support services over the summer of 2024. Download our Tenant Satisfaction Measures Report for 2024-25 using the link below or explore it as a flipbook.
Repairs
In June 2025, we completed 86.84% of emergency repairs within the target of 24 hours.
93.33% of our urgent repairs were completed within the target timescale of 7 working days. Our target is 90% completed within target.
87.23% of standard jobs were completed within our timescale of 28 working days. Our target is 90% completed within target.
Compliance
The information below is for June 2025 and shows that we are 97.66% compliant overall.
Fire Alarm Panel Servicing, Fire Equipment Servicing & Emergency Lighting Servicing
All servicing has taken place or been scheduled but we have not received the paperwork from Fire Risk UK. There has also been a higher level of replacement equipment being needed. All fire panels are tested every week by site staff.
Smoke Detectors
We continue to have some difficulties getting access to properties for the Smoke Detector testing. The Housing Team will continue to work with tenants to arrange access.
Asbestos Visual Inspections
There are two inspections that have been delayed due to access issues.
Your right to safety and compliance certification
You have a right to request any of the following in relation to your property or block:
- Fire Risk Assessment (commissioned annually)
- EICR – Electrical safety certificate (commissioned every five years)
- Gas Safety Certificate (commissioned annually in properties with a gas supply)
- EPC Certificate (showing the energy performance of your property)
If you do want us to send certification to you, please complete this online form. Our default will be to email the documentation to you but if you do not have access to email please tick the box to say so and we will send the documentation via post.
Complaints
There was one new complaint in June 2025. The tenant was unhappy that there was no gas supply when she moved into her new flat and there wasn’t a working key for the pre-payment meter. We have discussed this problem in our team meeting and reviewed our void management and tenant sign up procedures to prevent this happening again.
Our Annual Review of Tenants’ Complaints for 2023-24 is available to download on our website here. In addition, you can view our Complaints Handling Self-Assessment 2024 against the Housing Ombudsman Code here.
Rent Arrears
In June 2025, our tenant contribution arrears were £76,685. This figure is equivalent to 1.61% of our rental income. The benchmark standard for tenant contribution arrears for Housing Associations is 2% of rental income.