Ensuring we deliver what matters to you
How we are performing
We measure our performance through performance indicators. There are also performance indicators which we have to provide to the Government and these are called Tenant Satisfaction Measures or TSM’s. The Regulator of Social Housing has created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this will involve a set of Tenant Satisfaction Measures that social housing landlords must report on. Tenants will be able to use these measures to understand how well their landlord is doing.
The Together with Tenants Charter has been developed alongside tenants as a way of making clear what matters to you, and our commitment to providing the best possible services. In the Charter there are five pledges and we agreed how we will measure success in each area using Tenant Satisfaction Measures and Key Performance Indicators.
Key Performance Indicators
To help monitor how we are doing, we have developed Key Performance Indicators that measure tenant satisfaction and our delivery of housing management services.
You can see how we are performing against our Key Performance Indicators in the table below.
| On target |
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| Out of target but within tolerance |
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| Out of target and tolerance |
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| Quarter 3 Status and narrative | KPI ref and description | Target | Tolerance | Quarter 3 Result |
|---|---|---|
| PMF-01: Current rent collected as a % of rent owed (excl void rent loss) | 100% | 2.00% | 99.65% | The amount of rent collect at the end of December is in line with past performance at the same time in the year. (Dec 24 - 99.83%, Dec 23 - 99.75%, Dec 22 - 98.43%) During the quarter the team continued with our firm but fair approach to income collection. We offer the appropriate support when needed, including specific support available over the winter and Christmas periods. We continue to proactively contact the tenants who regularly miss payments to offer support from our Income Management and Wellbeing teams, alongside discussing the next steps that would be taken if rent continued to be missed. |
| PMF-02: Rent arrears of current & former tenants as % of annual rent owed (excl void loss) | 7.50% | 1.00% | 6.17% | Commentary on PMF-01 also applies. |
 | PMF-04: Number of unique service users involved in formal / informal consultation groups (inc digital) as a % of the total stock | 3.00% | 0.25% | 3.07% Annual incremental target has been achieved 3 months ahead of schedule. During quarter 3, a total of 7 formal/informal engagement opportunities were provided for tenants and leaseholders with a total of 41 involved and 16 being unique. |
| PMF-06: Re-let time (calendar days) all voids | 30 calendar days | 10 calendar days | 51.65 Calendar days - We have seen a significant improvement of 9.72 days in this measure since April. We continue to closely manage works in progress during weekly operational progress meeting with our main contractor and feedback from our spot site visits. |
| PMF-07: Percentage of emergency repairs attended and made safe or completed within 24 hours | 100% | 12 repairs | 100% |
| PMF-08a: Average time to complete Routine Repairs (working days) | 20 working days | 1 working day | 13.61 Working days |
| PMF-08b: Average time to complete Urgent Repairs (working days) | 7 working days| 1 working day | 5.33 Working days |
| PMF-09: Percentage properties with a valid gas safety certificate (ForHousing Managed) | 100% | No tolerance | 100% We continue to be 100% compliant with gas safety. |
| PMF-10: Percentage of all appointed jobs where appointment was kept | 98.75% | 1.00% | 97.92% | 4,092 repair appointments have been made in quarter 3. Had 94 more appointments been kept, we would have achieved the target. |
 | PMF-11: Percentage of properties achieving the decent homes standard | Under review - Measure under review due to the stock condition survey being undertaken and the outcome of these surveys will inform future planned programmes. |
| Percentage of tenants satisfied with the landlords services overall | 75.00% | 5.00% | 65.42% | Annual target. Analysis of the feedback from the surveys is being presented to the Council Housing Management Board at their January 2026 meeting. |
| PMF-13 Percentage of tenants satisfied with repairs & maintenance services | 75.00% | 5.00% | 66.54% | Annual target. Analysis of the feedback from the surveys is being presented to the Council Housing Management Board at their January 2026 meeting. |
| PMF-14 Percentage of tenants satisfied with Capital Investment Programme | 98.00% | 1.00% | 94.38% | 100% satisfaction achieved in Q3 with all 40 tenants surveyed telling us they are satisfied with the works. |
Tenant Satisfaction Measures (TSM’s)
In our Together with Tenants Charter we agreed with the tenant group that we will use the Government’s TSM's. These have been introduced by the Housing Regulator to set the standards that all social housing landlords must meet.
The measures will support you to hold us to account across five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management
TSM’s are a new way of finding out if you are happy with the services you are receiving. The first results are perception based and produced by an external provider called Kwest. They have conducted the surveys in-line with the Housing Regulators’ prescribed methodology for the new TSM’s. To understand if there are key themes for dissatisfaction, we are undertaking analysis and we will share the findings soon.
Results from the first TSM's are now available. Please note it is a requirement from DLUHC that the exact figures are identical to the TSM return to the regulator of social housing.
The Regulator of Social Housing requires us to publish the full list of questions that we ask tenants, as well as our approach in their collection, we have detailed these below.
