It is important to us that our tenants, as well as other stakeholders, are able to openly access information to review our performance as a landlord to provide safe and secure homes.
As well as the information provided on this page, you may also find information in the Openness and Transparency page on our website useful.
Tenant Satisfaction Measures (TSMs) Results for 2023-24
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England as a means of assessing how well landlords are doing in providing good quality homes and services. To comply with this new reporting and gain feedback on our performance as a landlord, we shared a survey with our tenants and clients of our care and support services over the summer of 2023. Download our Tenant Satisfaction Measures Report for 2023-2024 here for more information.
Repairs
In September 2024, we completed 83.67% or emergency repairs within the target of 24 hours.
87.61% of our urgent repairs were completed within the target timescale of 7 working days. This is very close to our target of 90%.
82.80% of standard jobs were completed within our timescale of 28 working days. Our target is 90% completed within target.
The repair performance for September 2024 is lower than we would like. On investigating in more detail, we found the following:
- Major works such as replacement of kitchens and bathrooms have been set target dates that are too short.
- We have had ongoing access issues in some Supported Housing sites; where tenants have not allowed us to enter the property to make a repair.
- We also had a new contractor who didn’t schedule legionella risk assessment remedial work in accordance with the timeframes we agreed with them.
- We experienced some challenges with repairing and replacing fire doors at a number of our high support services. This was due to the special needs of the tenants. In these cases, we have had to arrange alternative accommodation, in order to carry out the work.
- Contractors were unclear about the circumstances where the time taken to carry out a repair could be legitimately extended.
We have now had an in-depth meeting with our repair contractors to clarify their responsibilities, and to explain how important it is that they get repair work done within the correct timeframes.
Compliance
The information below is for September 2024 and shows that we are 99.83% compliant overall.
Your right to safety and compliance certification
You have a right to request any of the following in relation to your property or block:
- Fire Risk Assessment (commissioned annually)
- EICR – Electrical safety certificate (commissioned every five years)
- Gas Safety Certificate (commissioned annually in properties with a gas supply)
- EPC Certificate (showing the energy performance of your property)
If you do want us to send certification to you, please complete this online form. Our default will be to email the documentation to you but if you do not have access to email please tick the box to say so and we will send the documentation via post.
Complaints
There were no new complaints in September 2024.
Our Annual Review of Tenants’ Complaints for 2022-23 is available to download on our website here. In addition, you can view our Complaints Handling Self-Assessment 2024 against the Housing Ombudsman Code here.
Rent Arrears
In September 2024, our tenant contribution arrears were £54,775.28. This figure is equivalent to 1.14% of our rental income. The benchmark standard for tenant contribution arrears for Housing Associations is 2% of rental income.