*Statistics from 2023.
General news
Overall Resident Satisfaction
We are pleased to share the results with you and report our 2024 overall satisfaction rate.
89
%
Overall resident satisfaction
90
%
Residents in rented properties
82
%
Residents in shared ownership properties
Keeping properties in good repair
We want all residents to feel safe at home by ensuring the necessary checks and repairs are undertaken when required. We organise repairs at a local level and prioritise the timeframe depending upon the urgency
100
%
Decent Homes Standard
Percentage of homes that meet the Decent Homes Standard
90
%
Repairs Service
Satisfaction with the overall repairs service
90
%
Homes maintained
Satisfaction with how well homes are maintained
87%
Percentage of non-emergency repairs completed within the target timescale.
*73.2%
*Percentage of emergency repairs completed within the target timescale. 2023 statistics.
Building safety and safety checks
We want all residents to feel safe at home by ensuring the necessary checks and repairs are undertaken when required. We organise repairs at a local level and prioritise the timeframe depending upon the urgency. *Statistics from 2023.
100
%
*Gas safety
Completion of gas safety checks
100
%
*Fire safety
Completion of fire safety checks
100
%
*Asbestos safety
Completion of asbestos safety checks
100
%
*Water safety
Completion of water safety checks
*99.5%
Lift satefy checks completed
Receiving and handling complaints
*Statistics from 2023.
*5.9%
Percentage no. of stage one complaints received per 1,000 homes. (Rented)
*15.1%
Percentage no. of stage one complaints received per 1,000 homes. (Shared Ownership)
*1.4%
Percentage no. of stage two complaints received per 1,000 homes. (Rented)
*4.8%
Percentage no. of stage two complaints received per 1,000 homes. (Shared Ownership).
*Statistics from 2023.
*92.7%
Stage one complaints responded to within the Complaint Handling Code timescales. (Rented)
*95.5%
Stage one complaints responded to within the Complaint Handling Code timescales. (Shared ownership)
*96.2%
Stage two complaints responded to within the Complaint Handling Code timescales. (Rented)
*100%
Stage two complaints responded to within the Complaint Handling Code timescales. (Shared Ownership)
Responsible neighbourhood management
*2023 Statistics
*15.3%
Percentage of antisocial behaviour cases per 1,000 properties
*0%
Percentage of antisocial behaviour cases that involve hate incidents per 1,000 properties.
Rented Properties
91
%
Satisfied that your home is safe
Percentage of residents who are satisfied their home is safe
87
%
Informed about issues
Satisfaction with how Housing 21 keeps residents informed about the issues that matter
79
%
Views are listened to
Satisfaction that resident views are listened to and acted upon
90
%
Treats residents fairly and with respect
Agree that Housing 21 treats residents fairly and with respect
92
%
Cleanliness and maintenance of communal areas
Satisfaction with the cleanliness and maintenance of communal areas
74
%
Contribution to local neighbourhood
Satisfaction with Housing 21's contribution to local neighbourhood
76
%
Handling of anti-social behaviour
Satisfaction with Housing 21's handling of anti-social behaviour
60
%
Complaint handling
Satisfaction with Housing 21's approach to complaint handling
Shared Ownership Properties
87
%
Satisfied that your home is safe
Percentage of residents who are satisfied their home is safe (shared ownership properties)
80
%
Informed about issues
Satisfaction with how Housing 21 keeps residents informed about the issues that matter
72
%
Views are listened to
Satisfaction that resident views are listened to and acted upon
84
%
Treats residents fairly and with respect
Agree that Housing 21 treats residents fairly and with respect
57
%
Complaint handling
Satisfaction with Housing 21's approach to complaint handling
86
%
Cleanliness and maintenance of communal areas
Satisfaction with the cleanliness and maintenance of communal areas
65
%
Contribution to local neighbourhood
Satisfaction with Housing 21's contribution to local neighbourhood
73
%
Handling of anti-social behaviour
Satisfaction with Housing 21's handling of anti-social behaviour
2023 Tenant Satisfaction Measures
Frequently asked questions
Every year we undertake an annual survey to find out how satisfied residents are with the services provided by Housing 21. We used a census methodology to conduct our 2023 resident survey, which means that we send a survey to every household, as opposed to a representative sample.
The anonymous survey incorporates 12 questions relating to 22 Tenant Satisfaction Measures (TSMs). The other 10 measures are captured through our performance data.
Under the new Social Housing Regulation Act, from 2024 onwards, all social housing landlords (such as Housing 21), must record performance against these key measurables. This is to ensure residents are living in acceptable standards of housing and can hold failing landlords to account.
The Tenant Satisfaction Measures focus on five key themes, which contribute to the overall satisfaction levels:
- Keeping properties in good repair
- Building safety and safety checks
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
We used a census methodology to conduct our 2024 resident survey. We believe that there are many benefits to adopting this approach:
- A census approach provides us with richer, more robust data on which we can act.
- In accordance with our devolved model, a census approach gives us better local level data, so that we can formulate scheme-specific action plans
- Historically, residents have told us they have been disappointed not to have been able to take part in a survey. A census ensures everyone can have a voice.
We used an independent third-party agency, Acuity, to deliver our National Residents' Survey. This is so that we can ensure that resident voices can be anonymous, meaning they are more likely to speak freely and openly. The surveys were sent out as either online or paper copy format, as this approach has proven popular in previous years’ surveys, before the introduction of the new Tenant Satisfaction Measures.
Download a copy of the survey here. The surveys vary depending on the tenure type and if care services are included.
Rented and Care Services (one resident)
Rented and Care Services (two residents)
Shared Ownership and Care Services (one resident)
Shared Ownership and Care Services (two residents)
This will be available soon.
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