How we are performing

Here's everything you need to know how well we are doing.

We want to make sure that you are always at the heart of our decision-making. Therefore, it is important that you can easily access the information that you need to be able to challenge us, help us to improve our services and influence decisions.  

We publish performance information on our website and in our newsletters every quarter so that you can see how we are doing on the things that matter to you most as a tenant.  

Consumer Standards

The Government’s Consumer Standards provide tenants greater rights and protections and help to improve the quality of social housing and the service tenants receive overall.

There are four standards:

  1. The Safety and Quality Standard 
  2. The Transparency, influence and accountability Standard 
  3. The Neighbourhood and Community Standard 
  4. The Tenancy Standard 

Consumer Standards

Tenant Satisfaction Measures

The Consumer Standards include 22 Tenant Satisfaction Measures (TSMs).

The TSMs are designed to see how well landlords are doing at keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.

We report on our performance against the TSMs every quarter. The report includes Group-wide performance for all our tenancy types

Tenant Satisfaction Measures

Customer Promises

We have worked with our tenants to agree on three Customer Promises. Each of our promises has a measure and we report on how well we are doing every quarter.

Our Progress Housing Group report includes performance for general needs, independent living, shared owners, and supported housing tenants.

Our RWP tenants include performance for supported living.

Customer Promises

Tell us what you think

Let us know if you have an idea about how we can provide better services or improve how we do things.

We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.

They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.

Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.