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Our performance

View our reporting against the Regulator of Social Housing’s tenant satisfaction measures.

The Regulator of Social Housing has created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this involves a set of ‘tenant satisfaction measures’ that social housing landlords must report on.

This creates a national benchmark so that residents can understand how well their landlord is doing compared to others in the country.

Timeline

  • April 2023: The new requirements came into force, and we started collecting data for the Tenants Satisfaction Measures
  • June 2024: We submitted our first full year of Tenant Satisfaction Measure data to the Regulator of Social Housing 
  • Autumn 2024: The Regulator will publish the first year of Tenant Satisfaction Measures data for all landlords of more than 1,000 homes 

Our Tenant Satisfaction Measures scorecard

Customer relations 

Indicator Our 2023/24 results Bench
mark*
% of Stage 1 LCRA** complaints (received in period) responded to on time 83% 75%
% of Stage 2 LCRA complaints (received in period) responded to on time 80% 69%
Number of stage 1 LCRA complaints received in period per 1,000 LCRA stock  100 76
Number of stage 2 LCRA complaints received in period per 1,000 LCRA stock  25 7.4
ASB cases opened per 1,000 homes  13 30
ASB cases opened involving hate incidents per 1,000 homes  0.6 0.5

Compliance

Indicator   Our 2023/24 results Bench
mark*
% of homes with all required gas safety checks carried out  99.7% 99.8%
% of homes with all required Fire Risk Assessments (FRAs) carried out  100% 99.9%
% of homes with all required asbestos management surveys or re-inspections carried out  100% 100%
Water - % of homes with all required Legionella Risk Assessments (LRAs) carried out  99.2% 99.2%
% of homes with all required communal passenger lift safety inspections (LOLER) carried out  25.8% 98% 

Repairs

Indicator 

 Our 2023/24 results Benchmark*
% of homes that do not meet the Decent Homes Standard 24% 10.8%
% of non-emergency responsive repairs completed on time 66% 78%
% of emergency responsive repairs completed on time 61%  91% 

Customer satisfaction

Indicator Our 2023/24 results
Bench
mark*

Tenant satisfaction with the overall service 55% 59%
Tenant satisfaction with landlord's overall repairs service 58% 63%
Tenant satisfaction with time taken to complete most recent repair 49% 61%
Tenant satisfaction that their home is well maintained 55% 61%
Tenant satisfaction that their home is safe
63% 67%
Tenant satisfaction that their landlord listens to their views and acts upon them 46% 51%
Satisfaction that the landlord keeps tenants informed about things that matter to them 67% 66%
Agreement that the landlord treats tenants fairly and with respect 60% 69%
Tenant satisfaction with landlord's approach to complaints handling 22% 26%
Tenant satisfaction that their landlord keeps communal areas clean and well maintained 62% 62%
Tenant satisfaction that their landlord makes a positive contribution to the neighbourhood 61% 62%
Tenant satisfaction with landlord's approach to handling of anti-social behaviour (ASB) 52% 58%

* This benchmark is provided by Housemark and helps us compare our results to other London local authorities. The figure is the average, so you can see whether we are performing better or worse than equivalent organisations. The Regulator of Social Housing will publish its first full-year report on Tenant Satisfaction Measures in autumn 2024.

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