Our performance results

Performance isn’t just about numbers. It’s about trust, accountability, and making sure our services work for the people who rely on them.

Why Performance Matters

Every repair completed, every call answered, every complaint resolved makes a difference to our residents. That’s why we measure things that matter most and share our results openly. We want residents, partners, and colleagues to see how we’re doing, where we’re improving, and where we need to do better.

What We Focus On

We measure performance in three key areas that reflect our strategic priorities: Safe, Satisfied, and Sustainable.

How We Use the Information

We don’t just collect data, we act on it. Feedback and performance results to help us:

• Improve the services that matter most
• Target support where it’s needed
• Build trust through openness and transparency
• Plan future investment and improvements

Keeping Ourselves Accountable

We update this page monthly so you can see how we’re doing. If something isn’t working, we want to know. If something is working well, we want to build on it.

How we monitor and improve performance

Housing Solutions monitors performance through a combination of KPIs, Tenant Satisfaction Measures (TSMs), resident feedback, complaints learning and service reviews. Performance is reviewed regularly by managers, the Executive Team, resident scrutiny groups, committees and the Board. Where performance falls below target, improvement actions are developed and monitored. Resident feedback plays an important role in shaping service improvements and future priorities.

You can read more about our latest TSM results at: 2026 Tenant Satisfaction Measures.

You can read more about our latest regulatory inspection results and regulatory judgement at: Housing Solutions achieves G1 / V1 / C1 regulatory judgement.

You can read more about how resident feedback, engagement and scruting help shape our services and make improvements at: You said, we listened.

Your voice drives our progress.

Below are our performance figures for August 2026.