The Group track a wide range of performance indicators to ensure that services are delivered in line with customers’ expectations and our Corporate Plan 2022-2023. Where performance changes, interventions and reviews take place to solve the problem, read more in our Customer Annual Review 2022-23. Performance is monitored at all levels of the organisation and is scrutinised by involved residents who work within our governance structure. They make recommendations for areas of improvement or further review by the Scrutiny Review Group and other panels.
Tenant Satisfaction Measures
Tenant Satisfaction Measures show and compare information on areas such as repairs, safety checks and complaints. Tenant Satisfaction Measures:
- enable tenants to scrutinise their landlord’s performance
- give landlords insight about where they can improve
- and provide a source of intelligence to our regulator about whether landlords are meeting regulatory standards
There are 22 Tenant Satisfaction Measures, covering five themes. 10 of these are management information reported by the landlord, and 12 are measured by carrying out tenant surveys. The results from the 2023 survey are below.
Tenant Satisfaction Measures survey 2023
During August and September 2023, our Tenant Satisfaction Measures survey was completed by over 2,100 customers. Thank you to everyone who did the survey. Your feedback will help us know what to focus on so we can continue to improve our services.
Have a look at our Tenant Satisfaction Measures 2022 results. If you'd like to find out how we did the Tenant Satisfaction Measures survey, read our FAQ.
This graphic shows the performance of the Group from April 2022 – December 2022.
Current Rents Arrears
Satisfaction with repairs
on first visit
calls resolved at first contact