📊 Our Performance in Social Housing
We work hard to make sure your home is safe, well-managed, and that you get the support you need. The Regulator of Social Housing checks how well we do this.
🏡 What the Regulator Looks For
The Regulator wants to make sure we:
- Are well run and offer good value
- Provide safe, good quality homes
- Treat tenants fairly and give them choices
- Let tenants get involved and give feedback
- Are open and honest
- Help improve the local community
📋 The Four Consumer Standards
- Safety and Quality Standard
We must give you a safe, good quality home and landlord services. - Transparency, Influence and Accountability Standard
We must be open, fair, and respectful so you can raise concerns and help shape services. - Tenancy Standard
We must let homes fairly and manage tenancies properly. - Neighbourhood and Community Standard
We must work with others to keep your area safe and well looked after.
👥 Who’s Responsible?
- Damian Williams – Oversees all landlord services
- Andy White – Manages repairs and safety
- Tim Clarke – Manages tenancy and neighbourhood services
- Councillor Andy Baker – Checks that we’re meeting the standards
📈 Tenant Satisfaction Measures (TSMs)
Since April 2023, we’ve been collecting data on 22 Tenant Satisfaction Measures. These help us understand how well we’re doing.
They cover:
- Keeping homes in good repair
- Building safety
- Respectful and helpful service
- Handling complaints
- Managing neighbourhoods
Some are measured by our performance, others by a tenant survey.
📄 See how we performed in 2023/24 and 2024/25
📄 View the survey and questionnaire
🛠 Complaints and the Housing Ombudsman
The Housing Ombudsman is a free, independent service that helps tenants with complaints.
If we don’t resolve your complaint, you can contact them.
We follow the Complaint Handling Code, which helps us:
- Fix problems quickly
- Learn from complaints
- Improve our services
📄 Read our self-assessment
📄 Read our annual complaints and service improvement report
