Our Performance
Delivering For Our Customers
We continuously review our performance against our strategic goals. This includes regular feedback from our residents to identify areas for improvement.
Our Executive Management Team reviews our overall performance each month, and our Board quarterly, to ensure we are achieving our objectives and giving our residents the best service possible.
We deliberately set ourselves challenging targets in order to continue to improve and develop as a business and as individuals.
We benchmark our performance against our goals, previous performance, and against our peers, to ensure we meet the standards and ideals we set ourselves whilst striving to be the best in the sector.
Tenant Satisfaction Measures
The Regulator of Social Housing requires all registered providers to generate and report Tenant Satisfaction Measures as part of the new Customer Standards framework.
All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing to provide good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing by:
- Providing visibility, letting tenants see how well their landlord is doing and enabling tenants to hold their landlords to account.
- Giving the Regulator insight into which landlords might need to improve things for their tenants.
The TSMs are designed to see how well landlords are keeping properties in good repair, maintaining building safety, engaging respectfully and helpfully, effectively handling complaints, and managing the neighbourhood responsibly.
For more information on the Tenant Satisfaction Measures and how they affect you, please visit Tenant Satisfaction Measures - Summary of RSH requirements (accessible) - GOV.UK (www.gov.uk)
Below you will find our TSM results for 2023/24
Inquilab TSM Tracker 2023/24 report
"We're transforming the way we do things; to make our organisation more efficient and improve the experiences of our residents. More than ever, we are a customer-focussed organisation that puts the safety, wellbeing, and needs of our residents first." Gina Amoh, Chief Executive
