Our Performance

Social Housing Regulation

 The Regulator of Social Housing sets the standards for how we manage your home, support you with your tenancy and respond to your service requests.

 This is to ensure that we:

• are well governed and offer value for money

• provide homes that are well managed, safe, energy efficient and of appropriate quality

• give tenants and potential tenants an appropriate level of choice and protection

• give tenants an opportunity to be involved in the management of their homes and can hold us to account

• act in a transparent manner

• contribute towards the environmental, social and economic wellbeing of your community

The Regulator of Social Housing has four consumer standards:   

1.The Safety and Quality Standard which requires us to provide safe and good quality homes for tenants along with good quality landlord services.

2.The Transparency, Influence and Accountability Standard which requires us to be open with tenants and treat them fairly and with respect so that they can access services, raise concerns when necessary, influence decision making and hold us to account.

3.The Tenancy Standard which sets out requirements for the fair allocation and letting of homes, as well as how tenancies are managed.

4. The Neighbourhood and Community Standard which requires us to engage with other agencies so that tenants can live in safe and well maintained neighbourhoods and feel safe in their home.

Accountable persons for Consumer Standards

Damian Williams as Corporate Director (Operations and Delivery) is responsible for overseeing the delivery of all landlord services and so is responsible for ensuring our overall compliance with the Regulator of Social Housing’s Consumer Standards.   

He is supported by Andy White (Assistant Director – Building and Public Realm) and Tim Clarke(Assistant Director – Housing and Environment).

Andy manages the repairs, maintenance and investment service and is responsible for overseeing compliance with the Safety and Quality Standard.   

Tim manages tenancy and neighbourhood management services and is responsible for overseeing compliance with the Tenancy Standard and the Neighbourhood and Community Standard.

The Transparency, Influence and Accountability Standard covers all landlord services and the above members of staff are jointly responsible for overseeing compliance with this standard.

The Council’s Portfolio Holder with responsibility for Housing, Councillor Andy Baker, is responsible for scrutinising the landlord services provided to ensure that the outcomes of the consumer standards are being delivered.

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Tenant Satisfaction Measures

Since April 2023, along with other landlords of social housing, we have been required to collect performance information against 22 national Tenant Satisfaction Measures(TSMs).   

Tenant Satisfaction Measures are (TSMs)are metrics that all social landlords in England have to collect and report onto the Regulator of Social Housing (RSH).

 There are 22 TSMs and these are grouped into the following five themes

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Complaints handling
• Neighbourhood management

Ten of the TSMs are measured by landlords through their performance indicators and 12 will be measured by an annual tenant perception survey. The RSH also sets out its requirements(including mandatory questions and methodology) for data collection and reporting.

 You can find out how we performed against each of the Tenant Satisfaction Measures in 2024/25 here, You can also how we performed in 2023/24 here

Details about how this survey was carried out can be found here and you can view a copy of the questionnaire used here

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Housing Ombudsman's Complaint Handling Code Self- Assessment

The Housing Ombudsman is a free (to residents), independent, and impartial service. Their work is funded through landlord subscription fees. They investigate complaints and resolve disputes involving the tenants and leaseholders of social landlords, Residents can take a complaint to the Housing Ombudsman Service for investigation after going through the landlord’s complaint process, if the issues have not been resolved. The service also helps where the landlord is not responding to a complaint they’ve received.

Members of the Housing Ombudsman Scheme must comply with the Ombudsman’s Complaint Handling Code which sets out good practice for how landlords handle complaints.

The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to learn from complaints to drive service improvements. It also aims to help to create a positive complaint handling culture amongst staff and residents.

The Code sets out specific requirements for landlords that will allow them to respond to complaints effectively and fairly.

You can read more about this code on the Housing Ombudsman’s website

The Housing Ombudsman expects landlords to carry out a yearly self-assessment to make sure they are complying with the code.

You can read our self-assessment here

Annual complaints and service improvement report

We are also required to produce an annual report showing how we have performed in handling complaints and setting out how we have and intend to learn from the complaints we have received.

You can read this report here.