The table below details our return for 2025/26. We have also published our performance from previous years, so that you can compare our results.
We have also published the sector median scores. These were published in November 2025 by the Regulator of Social Housing. You can read the full report via the Regulator of Social Housing's website.
Perception surveys are used to collect our tenant satisfaction scores, which are listed below. Our Statement of Approach outlines how Acuity conducted our perception surveys and includes a copy of the questionnaire used.
The other measures listed are collected from data we hold in our own systems.
| Tenant Satisfaction Measure | 2025/26 data | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|---|
| RP01 Proportion of homes that do not meet Decent Home Standard. | 12.0% | 15.96% | 7.6% | 0.5% |
| RP02 (1) Proportion of non-emergency responsive repairs completed within the landlord's target timescale. Target timescale is 20 working days. | 78.7% | 47.5% | 55.2% | 81.5% |
| RP02 (2) Proportion of emergency responsive repairs completed within the landlord's target timescale. Target timescale is 24 hours. | 91.9% | 78.9% | 57.7% | 95.3% |
| 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. | 70.8% | 64.8% | 66% | 73.6% |
| 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 the most recent repair. | 66.9% | 57.3% | 55.6% | 69.5% |
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained. | 69.1% | 60.9% | 63.3% | 71.9% |
| Tenant Satisfaction Measure | 2025/26 data | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|---|
| BS01 Proportion of homes for which all required gas safety checks have been carried out. | 99.9% | 99.8% | 98.8% | 100% |
| BS02 Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% | 100% | 100% |
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | 100% | 100% |
| BS04 Proportion of homes for which all required legionella risk assessments have been carried out. | 100% | 100% | 100% | 100% |
| BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% | 100% | 100% |
| TP05 Proportion of respondents who report that they are satisfied that their home is safe. | 74.4% | 71.3% | 74% | 77.6% |
| Tenant Satisfaction Measures | 2025/26 data | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|---|
| CH01 (1) Number of stage one complaints received per 1,000 homes. | 81.3 | 93.1 | 106.1 | 53.5 |
| CH01 (2) Number of stage two complaints received per 1,000 homes. | 11.0 | 14.0 | 11.0 | 8.3 |
| CH02 (1) Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales of 10 working days. | 91.1% | 56.1% | 24.1% | 89.9% |
| CH02 (2) Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales of 20 working days. | 94.7% | 85.7% | 25.6% | 88.9% |
| 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. | 34.2% | 30.6% | 26.4% | 35.5% |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to views and acts upon them. | 53.4% | 48.3% | 51.2% | 61.6% |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter most to them. | 71.2% | 66.4% | 66.1% | 72% |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 74.3% | 70.2% | 68% | 77.0% |
| Tenant Satisfaction Measure | 2025/26 data | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|---|
| NM01 Number of anti-social behaviour cases opened per 1,000 homes. | 28.9 | 30.9 | 28.7 | 35.5 |
| NM02 Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0.3 | 2.0 | 1.1 | 0.6 |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clear and well maintained. | 64% | 58.9% | 63.2% | 66.7% |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 62.9% | 52.2% | 59.1% | 64.6% |
| TP12 Proportion of respondents who report that they are satisfied with the landlord's approach to handling anti-social behaviour. | 58.3% | 58.1% | 53.1% | 59.5% |
| Tenant Satisfaction Measure | 2025/26 data | 2024/25 data | 2023/24 data | Sector median |
|---|---|---|---|---|
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 66.9% | 63.1% | 64.2% | 71.8% |
We want to make sure that we are continuing to deliver the best services possible. We will be reviewing our targets with our Tenant Board, so that they can hold us accountable for our performance and we can continue to improve in the areas where we need to.
We will continue to monitor against these targets in our performance report, which we send to our Senior Leadership Team, our Tenant Board, and Cabinet each quarter.