Housing service performance

Our staff work hard delivering the best possible service to our tenants and customers. This is reflected in our performance.

Tenant Satisfaction Measure Report

The Tenant Satisfaction Measures came into force from 1st April 2023, reportable from 1st April 2024. The Transparency, Influence and Accountability Consumer Standard set by the Regulator of Social Housing requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures. These measures are called the Tenant Satisfaction Measures (TSM). The TSMs provide tenants with greater transparency about their landlord’s performance.

Tenant Satisfaction Measure Report 2024/25 (PDF File, 1,203kb)

Tenant Satisfaction Measures - Landlord Measures 2024/25 (PDF File, 127kb)

Tenant Satisfaction Measure Report 2023/24 (PDF File, 299kb)

Tenant Satisfaction Measures Summary [27kb]

Tenant Satisfaction Measures - Landlord Measures (PDF File, 123kb)

Tenant Annual Report

Every year we publish a report detailing key information about our service performance and the satisfaction levels with our service. The latest Tenant Annual Report is available on our website.

Annual review of complaints

One of the requirements of the Housing Ombudsman Complaint Handling Code, is that the Council publishes an annual review of complaints relating to housing services. This report details the number of complaints received, the response times and importantly the lessons we have learned from complaints.

Annual Review of Housing Services Complaints - April to March 2024 (PDF File, 215kb)