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
87
["%"]
Time taken for repairs
Percentage of non-emergency repairs completed within the target timescale
90
["%"]
Homes maintained
Satisfaction with how well homes are maintained
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.
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
100
["%"]
Lift safety
Completion of lift safety checks
Rented Properties
87
["%"]
Informed about issues
Satisfaction with how Housing 21 keeps residents informed about the issues that matter (rented properties)
79
["%"]
Views are listened to
Satisfaction that resident views are listened to and acted upon (rented properties)
90
["%"]
Treats residents fairly and with respect
Agree that Housing 21 treats residents fairly and with respect (rented properties)
91
["%"]
Satisfied that your home is safe
Percentage of residents who are satisfied their home is safe (rented properties)
92
["%"]
Cleanliness and maintenance of communal areas
Satisfaction with the cleanliness and maintenance of communal areas (rented properties)
74
["%"]
Contribution to local neighbourhood
Satisfaction with Housing 21's contribution to local neighbourhood (rented properties)
76
["%"]
Handling of anti-social behaviour
Satisfaction with Housing 21's handling of anti-social behaviour (rented properties)
60
["%"]
Complaint handling
Satisfaction with Housing 21's approach to complaint handling (rented properties)
0
["%"]
Complaint handling timeline (stage one)
Proportion of stage one complaints responded to within the Complaint Handling Code timescales (rented properties)
0
["%"]
Complaint handling timeline (stage two)
Proportion of stage two complaints responded to within the Complaint Handling Code timescales (rented properties)
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 (shared ownership properties)
72
["%"]
Views are listened to
Satisfaction that resident views are listened to and acted upon (shared ownership properties)
73
["%"]
Handling of anti-social behaviour
Satisfaction with Housing 21's handling of anti-social behaviour (shared ownership properties)
65
["%"]
Contribution to local neighbourhood
Satisfaction with Housing 21's contribution to local neighbourhood (shared ownership properties)
86
["%"]
Cleanliness and maintenance of communal areas
Satisfaction with the cleanliness and maintenance of communal areas (shared ownership properties)
84
["%"]
Treats residents fairly and with respect
Agree that Housing 21 treats residents fairly and with respect (shared ownership properties)
57
["%"]
Complaint handling
Satisfaction with Housing 21's approach to complaint handling (shared ownership properties)
0
["%"]
Complaint handling timeline (stage one)
Proportion of stage one complaints responded to within the Complaint Handling Code timescales (shared ownership properties)
0
["%"]
Complaint handling timeline (stage two)
Proportion of stage two complaints responded to within the Complaint Handling Code timescales (shared ownership properties)
Frequently asked questions
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
Speak to Jordan to add this content for 2025.
Every year we undertake an annual survey to find out how satisfied residents are with the services provided by Housing 21.
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.
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.
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