We're committed to delivering excellent services to help create confident communities.
You can see more about our work in the reports below or read on to see the latest results of our Tenant Satisfaction Survey.
What our tenants say
Tenant Satisfaction Measures (TSM) Survey results 2025 / 2026
Between July to September 2025, over 2,500 tenants and shared owners shared their thoughts on the services we provide - and the results are in.
These insights do more than tick boxes. They help us:
- Understand how customers truly feel
- Benchmark against other landlords
- Meet regulatory requirements
- Understand where we can improve
This survey is a key part of meeting the Consumer Regulation Standards, set by the Regulator of Social Housing and your opinions are very important to us. This includes scrutinising our services and holding us to account for the services we provide and the quality of your home.
Your feedback helps us to see where we can improve
Your feedback shows we’re getting a lot right with 83% of tenants saying they’re satisfied with our overall service. We do know that this is down by 2% from last year so, with your feedback, we can look at where we’re not getting it quite right to have a clear direction to make things better.
Tenant feedback is largely positive, praising quick responses. Our tenants appreciate how quickly we respond and act to fix issues in general. However, tenants shared that our service isn’t always consistent, with some unresolved issues causing frustration.
46% of customers said they were satisfied with how we handle complaints which is up 2% from last year. But, we can keep working on this too. We’ll work on improving updates and making sure affected customers are kept informed.
We’ve seen year-on-year improvements in how we handle antisocial behaviour which shows that the changes we’re making are working and we can continue to build on this. Customers shared that communication around complaints can sometimes feel inconsistent, and that there’s a perception of inaction in some cases. This kind of honest feedback is incredibly valuable - it gives us a clear opportunity to improve.
What we’ll do next
We’re developing an action plan to help us improve on this and other feedback from our customers. The plan will go to our Vico Executive Team (VET) and Customer Committee to make sure customer feedback shapes our approaches.
We also have a lot to celebrate
The results from our 2025 / 2026 survey show that we have strong levels of satisfaction across a wide range of services, including our overall service, which 83% of tenants are happy with. This is a very positive outcome and reflects the work our teams do each day.
Our results compare very well against other social landlords using the TSM questions this year. We rank in the top quartile on all measures which is based on benchmarking by Acuity Research.
Feedback from tenants:
say they are satisfied with the service we provide.
say they're satisfied that they they live in a well-maintained home.
feel satisfied with a repair they had completed in the last 12 months.
of customers are satisfied with the time taken for repairs,
say they are kept informed about things that matter to them.
of customers are satisfied with the safety of their home.
feel that they are treated fairly and with respect.
are satisfied that we listen and act.
are satisfied with how we handle compaints.
are satisfied with communal areas.
are satisfied with our neighbourhood contribution.
are satisfied with our approach to ASB.
|
|
|
LCRA |
LCHO |
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
82.8 |
60.7 |
|
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. |
88.4 |
N/A |
|
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 their most recent repair. |
90.7 |
N/A |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
80.4 |
N/A |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
85.7 |
82.6 |
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
71.9 |
44.9 |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
85.6 |
51.6 |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
86.7 |
66.4 |
|
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. |
45.7 |
32.0 |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
78.2 |
35.7 |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
78.6 |
45.2 |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
65.6 |
35.9 |
The introductory script and question set used for Vico Homes TSM surveys are shown below:
Hello is that [Respondent Name],
My name is [Interviewer Name] and I'm calling on behalf of Vico Homes from an independent research agency called Acuity. We are carrying out short satisfaction surveys with tenants to find out how satisfied you are with your home and the services you receive from them. Would you be able to spare 10 minutes to go through the survey with me now?
IF NO ASK: can I call back at another time?
IVR READ OUT: The survey will be used to calculate Tenant Satisfaction Measures to be published by Vico Homes and reported back to the Regulator of Social Housing.
If the customer would like to verify the validity of this survey they need to contact Vico Homes by email [Email Address] or by phone [Telephone Number].
NB: Data sharing if challenged –
“Your landlord will, from time to time, share your personal data with third parties for legitimate interests. This could be transferring it to repairs contractors to carry out repairs or for research purposes such as this, to ensure they are giving the best service possible. When signing your application form or agreement, you are automatically included in this legitimate interest clause which can also be found in the data privacy statement on your landlord’s website.
You can however opt out of this by contacting your landlord. If you are not happy that your landlord has passed your details to us and would rather we did not contact you again, we can remove your details from our system and flag this back to your landlord. I however urge you to contact them to request your details are not shared with other parties.”
Before we start, I need to make you aware that we are bound by the Market Research Society Code of Conduct. All calls will be recorded for training and quality purposes. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Vico Homes provides. Vico Homes will be able to identify you from your survey responses, are you happy to continue?
NB: If asked – call recordings are stored for 90 days to allow our company to verify and validate the quality of interviews.
- Yes
- No
|
Label |
Question text |
Rating Scale |
|
Overall Satisfaction |
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Vico Homes? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
Overall Satisfaction Comments |
Please describe your specific experiences that have shaped your view of Vico Homes's service. |
Open ended |
|
Well Maintained Home (LCRA) |
How satisfied or dissatisfied are you that Vico Homes provides a home that is well maintained? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
Safe Home |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Vico Homes provides a home that is safe? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable/ Don't know |
|
Communal Areas? |
Do you live in a building with communal areas, either inside or outside, that Vico Homes is responsible for maintaining? |
Yes / No / Don't Know |
|
Communal Area satisfaction |
How satisfied or dissatisfied are you that Vico Homes keeps these communal areas clean and well-maintained? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
Home or communal areas safe or well maintained Comments |
Share your views on the safety and maintenance of your home and the cleanliness and maintenance of any communal areas. |
Open ended |
|
Repairs in last 12 months? (LCRA) |
Has Vico Homes carried out a repair to your home in the last 12 months? |
Yes / No |
|
Repairs last 12 months satisfaction (LCRA) |
How satisfied or dissatisfied are you with the overall repairs service from Vico Homes over the last 12 months? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
Time taken repairs (LCRA) |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
Repairs Comments (LCRA) |
Tell us more about your experience with the repairs service over the last 12 months. |
Open ended |
|
Contribution to neighbourhood |
How satisfied or dissatisfied are you that Vico Homes makes a positive contribution to your neighbourhood? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable/ Don't know |
|
Neighbourhood Contribution Comments |
Share your views on your landlord's contribution to your neighbourhood. |
Open ended |
|
Approach to ASB |
How satisfied or dissatisfied are you with Vico Homes's approach to handling anti-social behaviour? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable/ Don't know |
|
ASB Comments |
Give us your thoughts on Vico Homes's approach to handling anti-social behaviour. |
Open ended |
|
Listens to views & acts upon them |
How satisfied or dissatisfied are you that Vico Homes listens to your views and acts upon them? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable/ Don't know |
|
Keeps you informed |
How satisfied or dissatisfied are you that Vico Homes keeps you informed about things that matter to you? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable/ Don't know |
|
Fairly and with respect |
To what extent do you agree or disagree with the following `Vico Homes treats me fairly and with respect`? |
Strongly Agree, Agree, Neither Agree nor Disagree, Disagree, Strongly Disagree, Don't know / Not applicable |
|
Customer Service and Communication Comments |
Describe your experience with the customer service and communications you receive. |
Open ended |
|
Complaints in last 12 months? |
Have you made a complaint to Vico Homes in the last 12 months? |
Yes / No |
|
Complaints Handling |
How satisfied or dissatisfied are you with Vico Homes’s approach to complaints handling? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
Complaint Route |
How did you make your complaint? If you have gone through more than one route, please tick all that apply |
Telephone call/Email to general email/To a member of staff/Via the website/In writing/Through a legal representative/To a regulatory body, e.g. Housing Ombudsman/Other (please specify) |
|
Complaints Comments |
Please describe your experience of how complaints are handled. |
Open ended |
|
Staff Show Organisations Values |
Do you feel that Vico Homes staff show the organisation's values (like being caring, confident, united and ambitious) in the way they deliver services? |
Always, Often, Sometimes, Rarely, Never, Not sure |
|
Permission 1 - Happy to be identified |
The results of this survey are confidential. However, would you be happy for us to give your responses to Vico Homes with your name attached so that they have better information to help them improve services? |
Yes / No |
|
Permission 2 - Follow up |
Would you be happy for Vico Homes to contact you to follow up any of the comments or issues you have raised? |
Yes / No |
At the end of the survey, Acuity’s interviewers read out the following:
IVR READ OUT: If you are dissatisfied with the service provided by ^f('org_name')^ they do have a complaints process you can access by calling 0345 8 507 507 or you can report your complaint through the online form and find more information on their website https://www.vicohomes.co.uk/contact-us/your-feedback/making-a-complaint/a-guide-to-complaints/
IVR READ OUT: We have now come to the end of the survey. Just to confirm my name is ^GetCatiInterviewerName()^ and I've been calling from Acuity on behalf of ^f('org_name')^ , thank you very much for your time in completing the survey.
|
Tenant perception measures |
|
LCRA |
LCHO |
All homes (LCRA and LCHO) |
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
84.6% |
|
N/A |
|
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. |
87.0% |
|
N/A |
|
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 their most recent repair |
87.2% |
N/A |
N/A |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
83.6% |
|
N/A |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
86.8% |
|
N/A |
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
71.6% |
|
N/A |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
84.2% |
|
N/A |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
86.3% |
|
N/A |
|
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. |
43.9% |
|
N/A |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
73.9% |
|
N/A |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
75.7% |
|
N/A |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
63.5% |
|
N/A |
|
Building Safety |
|
LCRA |
LCHO |
All homes (LCRA and LCHO) |
| BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
|
N/A |
100% |
| BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
N/A |
N/A |
100% |
| BS03 |
Proportion of homes for which all required asbestos managements surveys or re-inspections have been carried out. |
N/A |
N/A |
100% |
| BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
N/A |
N/A |
100% |
| BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
N/A |
N/A |
100% |
|
Antisocial Behaviour
|
|
|
LCHO |
All homes (LCRA and LCHO) |
| NM01 (1) |
Number of antisocial behaviour cases, opened per 1,000 homes. |
N/A |
N/A |
190.8 |
| NM01 (2) |
Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes. |
N/A |
N/A |
2.2 |
|
|
|
LCRA |
LCHO |
All homes (LCRA and LCHO) |
| RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
0.0% |
N/A |
N/A |
| RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord's target timescale*.
*Target timescale - 28 working days |
94.0% |
N/A |
N/A |
| RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord's target timescale*.
*Target timescale - 24 hours |
94.2% |
N/A |
N/A |
|
|
|
LCRA |
LCHO |
All homes (LCRA and LCHO) |
| CH01 (1) |
Number of stage one complaints received per 1,000 homes. |
11.5 |
6.2 |
N/A |
| CH01 (2) |
Number of stage two complaints received per 1,000 homes. |
1.6 |
0.9 |
N/A |
| CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
99.4% |
|
N/A |
| CH02 (2) |
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. |
100% |
100% |
N/A |
|
Question number |
Question text |
Rating Scale |
|
Hello, may I speak to [residents name] Please? |
||
|
Before we start I need to make you aware that I work for an independent research agency called Acuity, working on behalf of Vico Homes. All calls will be recorded for training and quality purposes and we are bound by the Market Research Society Code of Conduct. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Vico Homes provides. |
||
|
The survey will be used to calculate annual tenant satisfaction measures to be published by Vico Homes and reported back to the Regulator of Social Housing. |
||
|
If tenants would like to contact Vico Homes they can use the following phone number: 0345 8 507 507 |
||
|
1 |
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Vico Homes? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
1a |
Please can you explain why you are satisfied? |
n/a |
|
1b |
What could Vico Homes do to improve your satisfaction with the service? |
n/a |
|
2 |
How satisfied or dissatisfied are you that Vico Homes provides a home that is well maintained? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
3 |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Vico Homes provides a home that is safe? (Please read all response options). |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
|
4 |
If you are not satisfied that your home is well maintained and/or safe, please explain why and what could be done to improve this. |
n/a |
|
5 |
Do you live in a building with communal areas, either inside or outside, that Vico Homes is responsible for maintaining? |
Yes, No, Don`t know |
|
6 |
How satisfied or dissatisfied are you that Vico Homes keeps these communal areas clean and well maintained? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
7 |
Has Vico Homes carried out a repair to your home in the last 12 months? |
Yes, No |
|
8 |
How satisfied or dissatisfied are you with the overall repairs service from Vico Homes over the last 12 months? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
9 |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
10 |
If you are not satisfied with the repairs and maintenance service, please provide more information and what Vico Homes could improve. |
n/a |
|
11 |
How satisfied or dissatisfied are you that Vico homes listens to your views and acts upon them? (Please read all response options). |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
|
12 |
How satisfied or dissatisfied are you that Vico Homes keeps you informed about things that matter to you? (Please read all response options). |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
|
13 |
To what extent do you agree or disagree with the following `Vico Homes treats me fairly and with respect`? (Please read all response options). |
Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know |
|
14 |
How satisfied or dissatisfied are you that Vico Homes makes a positive contribution to your neighbourhood? (Please read all response options). |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
|
15 |
How satisfied or dissatisfied are you with Vico Homes's approach to handling anti-social behaviour? (Please read all response options). |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
|
16 |
Have you made a complaint to Vico Homes in the last 12 months? |
Yes, No |
|
17 |
How satisfied or dissatisfied are you with Vico Homes's approach to complaints handling? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
18 |
How satisfied or dissatisfied are you that your rent provides value for money? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
|
19 |
Do you feel supported by Vico homes to successfully maintain your tenancy? |
Yes, No, No opinion, No opinion |
|
20 |
If Vico Homes could make one improvement, what should it be? |
n/a |
|
P1 |
The results of this survey are confidential. However, would you be happy for us to give your responses to Vico Homes with your name attached so that they have better information to help them improve services? |
Yes, No |
|
P2 |
Would you be happy for Vico Homes to contact you to follow up any of the comments or issues you have raised? |
Yes, No |
|
We have now come to the end of the survey. Just to confirm my name is _________ and I've been calling from Acuity on behalf of Vico Homes, thank you very much for your time in completing the survey. [If resident asks for contact details to check this is a genuine piece of market research: Acuity – Tel: 01273 287114, alternatively The Market Research Society (of which Acuity is a member) Tel: 0800 975 9596] |
|
Overall satisfaction |
Low cost rental accommodation (LCRA) |
Low cost home ownership (LCHO) |
|
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
82.8% |
67.2% |
|
Keeping properties in good repair |
|||
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
0.0% |
Not applicable |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale* *Target timescale - 8 working days |
54.4% |
Not applicable |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale* *Target timescale - 24 hours |
88.5% |
Not applicable |
|
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. |
86.6% |
Not applicable |
|
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 their most recent repair. |
83% |
Not applicable |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
83.4% |
Not applicable |
|
Maintaining building safety |
|||
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
100% |
Not applicable |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
Not applicable |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
Not applicable |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
Not applicable |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
Not applicable |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
87.2% |
82.8% |
|
Effective handling of complaints |
|||
|
CH01(1) |
Number of stage one complaints received per 1,000 homes: |
7 |
3 |
|
CH01(2) |
Number of stage two complaints received per 1,000 homes: |
1 |
0 |
|
CH02(1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
98.7% |
100% |
|
CH02(2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
100% |
100% |
|
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. |
42.9% |
50% |
|
Respectful and helpful engagement |
|||
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
73.6% |
53.5% |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
81.9% |
53.8% |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
84.2% |
61.7% |
|
Responsible neighbourhood management |
|||
|
NM01(1) |
Number of anti-social behaviour cases opened, per 1,000 homes. |
189 |
Not applicable |
|
NM01(2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
2 |
Not applicable |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
74.6% |
14.3% |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
74.5% |
62.2% |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
62.1% |
42.4% |
WDH’s survey achieved a sample size of 2,512 including partial responses. There were 2,448 responses from tenants in low cost rental accommodation (LCRA) properties and 64 responses from respondents living in low cost home ownership (LCHO) properties.
The survey was carried out between 25 July 2023 and 22 August 2023 and responses were collected during telephone interviews. The survey was carried out using a random sampling method. For a landlord the size of WDH, the Regulator requires results to be accurate to within a margin of error of ±2% at the 95% confidence level, which would require responses from 2,222 residents. However, WDH opted to increase the sample beyond this level, meaning the overall results are high enough to conclude that the findings are accurate to within ±1.8%. Quotas were also used on telephone surveys on tenure, area and age to achieve a more representative sample. No weighting was applied to the results due to the level of accuracy achieved.
WDH’s survey was carried out by Acuity Research and Practice Ltd., who generated and validated the reported perception measures. No households were excluded due to exceptional circumstances and no incentives were offered to respondents.
When the survey was carried out, WDH had not crossed the LCHO reporting threshold of 1,000 properties specified in the RSH’s TSM Tenant Survey Requirements. WDH’s survey provider delivered a survey that exceeded the minimum LCRA sample size required to achieve statistical accuracy at the time of the survey, and included a proportionate number of responses from the relevant LCHO population. In quarter 4 of 2023 / 2024, WDH crossed the reporting threshold for LCHO but was unable to run an additional survey to generate responses that were proportionate to the relevant LCHO population by year end, meaning that the results reported for LCHO for 2023 /2024 do not meet the minimum level of statistical accuracy.
WDH began to plan its 2024 / 2025 survey in February 2024. The LCRA and LCHO surveys can will be split and run proportionately within themselves and disproportionately to each other. Given that WDH now owns just over 1,000 LCHO units and that the relevant population is just over 900, WDH will take a census approach and make every effort to achieve the level of accuracy required. This may be challenging given the small relevant LCHO population, but WDH understands that where it is not possible to achieve this level of statistical accuracy, employing a census approach will be sufficient to meet this requirement.
WDH is not aware of any other methodological issues likely to have a material impact on the tenant perception measures reported.
Soft Validations
TSM0250 Sect 2 Q4d CH02 (2) LCHO –
There were no stage 2 complaints for LCHO properties in 2023/24 therefore the value added was 0%. Inputting 100% of complaints within timescale does not alter the soft validation and as there were no complaints of this nature, we felt that inputting 0 was the right response.
TSM0277 Sect 2 Q4e TP10 LCHO –
This has had a low response rate of just 7 people as our portfolio LCHO properties that have a communal area are very low. Given that WDH now owns just over 1,000 LCHO units and that the relevant population is just over 900, WDH will take a census approach and make every effort to achieve the level of accuracy required. This will mean that we will receive more representative feedback for this criterion which will help us to improve our services.
The Regulator of Social Housing (RSH) Transparency, Influence and Accountability Standard requires us to provide customers with accessible information about directors’ remuneration (salary) and management costs for social housing lettings, during each year.
We report these costs based on the cost per home that we own or manage at 31 March each year (the end of our financial year).
At 31 March 2025 we owned or managed 32,306 homes. This meant that during 2024 / 2025 the cost per home was as follows:
|
The remuneration payable to the highest paid Director |
£7.80 |
|
The aggregate amount of remuneration paid to Directors |
£37.32 |
|
Management costs (social housing lettings) |
£1,534.61 |
Further information on these costs which are for our Executive Directors, and Board members including Chair and Committee Chairs (but exclude Board Trainees and Independent Committee members) can be found at pages 89 and 90 of our Annual Report and Financial Statements year ended 31 March 2025
Neighbourhood Charters
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