Tenant satisfaction

BS01

Proportion of homes for which all required gas safety checks have been carried out.

100%

BS02

Proportion of homes for which all required fire risk assessments have been carried out.

100%

BS03

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

100%

BS04

Proportion of homes for which all required legionella risk assessments have been carried out.

99.5%

BS05

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

100%

NM01 (1)

Number of anti-social behaviour cases, opened per 1,000 homes.

54.7

NM01 (2)

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

2.1

RP01

Proportion of homes that do not meet the Decent Homes Standard.

5.6%

RP02 (1)

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

96.3%

RP02 (2)

Proportion of emergency responsive repairs completed within the landlord’s target timescale.

99.9%

CH01 (1)

Number of stage one complaints received per 1,000 homes.

65.2

CH01 (2)

Number of stage two complaints received per 1,000 homes.

7.8

CH02 (1)

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

90.6%

CH02 (2)

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

94.7%

TP01

Proportion of respondents who report that they are satisfied with the overall service from their landlord.

69.2%

TP02

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

70.2%

TP03

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.

73.9%

TP04

Proportion of respondents who report that they are satisfied that their home is well maintained.

70.3%

TP05

Proportion of respondents who report that they are satisfied that their home is safe.

73.4%

TP06

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

59.1%

TP07

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

71.5%

TP08

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

73.9%

TP09

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

29%

TP10

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

60.4%

TP11

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

63.7%

TP12

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

61.2%