How we’re performing

Over the past two years, we’ve been focused on what matters most - providing safe, warm homes that our customers are proud to live in. We’re proud of the significant progress we’ve made, and the positive changes we’ve embedded to ensure lasting impact. In March 2025, this progress was recognised by the Regulator of Social Housing, who awarded us a G2 rating for Governance.

We’re not stopping here. We’re more committed than ever to delivering services that stand alongside the very best. Listening to our customers and acting on what matters to them will always be at the heart of what we do. We know we will only have truly improved when our customers tell us we have.

Your feedback is key to helping us go even further. That’s why we’re committed to being open and transparent; sharing what’s going well, where we can do better, and how we’re responding to what you’ve told us.

About the Tenant Satisfaction Measures (TSMs)

One of the most important ways we track our progress is through the Tenant Satisfaction Measures, or TSMs. These were introduced by the Regulator of Social Housing in England to assess how well landlords are doing. Every social landlord in England has to answer the same questions.

The Government have produced a booklet about these measures, and you can download this here if you’d like to know more.

There are 22 measures - 12 based on customer satisfaction from our survey, and 10 information drawn from our internal systems.

These measures were introduced for 2023-24 and we're pleased to share our 2024-25 results with you.

Our results for 2024/25

  • Overall satisfaction

    Taking everything into account, how satisfied or dissatisfied are you with the service provided by RBH? 76.6% said very or fairly satisfied.

    This is an improvement from 72.3% who said they were satisfied last year.

  • Keeping homes in good repair
    • How satisfied or dissatisfied are you with the overall repairs service from RBH over the last 12 months? We only asked this to customers who have had a repair carried out in the last 12 months. 80.9% said they were very or fairly satisfied. This is an improvement from 76.9% last year.
    • How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? We only asked this to customers who have had a repair carried out. 73.8% said they were very or fairly satisfied. This is an improvement from 72.2% last year.
    • How satisfied or dissatisfied are you that RBH provides a home that is well maintained? 77.2% said they were very or fairly satisfied. This is an improvement from 73.1% last year.
    • 99.7% of our homes currently meet the Decent Homes Standard and 0.3% do not. We have a clear plan in place to make sure that all RBH homes meet this standard. This is an improvement from 98.9% last year.
    • We completed 82.3% of non-emergency repairs (last year: 80.7%) and 98.9% of emergency repairs (last year: 90%) within the time we expect to do so.
  • Maintaining building safety
    • Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that RBH provides a home that is safe? 82.7% said they were very or fairly satisfied. This is an improvement from 80.9% last year.
    • Our completion rate for safety checks is 99.4% for gas safety checks, 100% for fire risk assessments, 100% for asbestos management surveys, 100% for legionella risk assessments, and 100% for passenger lift safety checks. These figures have all improved compared to last year.
  • Respectful and helpful engagement
    • How satisfied or dissatisfied are you that RBH listens to your views and acts upon them? 70.9% said they were very or fairly satisfied. This is an improvement from 66.9% last year.
    • How satisfied or dissatisfied are you that RBH keeps you informed about things that matter to you? 79.8% said they were very or fairly satisfied. This is an improvement from 75.6% last year.
    • To what extent do you agree or disagree with the following “RBH treats me fairly and with respect”? 82.1% agreed or strongly agreed with this statement. This measure fell slightly from last year’s mark of 82.4%.
  • Effective handling of complaints
    • How satisfied or dissatisfied are you with RBH’s approach to complaints handling? 46.0% of customers who had submitted a complaint said they were very or fairly satisfied. This is a significant increase from 36.2% last year.
    • We received 39.3 stage one complaints per 1,000 homes that we own, and 10.1 stage two complaints per 1,000 homes. This means that we received fewer stage one complaints this year, but a bigger proportion of them were taken on to the second stage.
    • We responded to 79.0% of stage one complaints (last year: 68.5%) and 85.4% of stage two complaints (last year: 81.6%) within the timescales set out in the Ombudsman’s Complaints Handling Code.
  • Responsible neighbourhood management
    • How satisfied or dissatisfied are you that RBH keeps these communal areas clean and well maintained? 71.6% of customers with access to a communal area said they were very or fairly satisfied. This is an improvement from 70.9% last year.
    • How satisfied or dissatisfied are you that RBH makes a positive contribution to your neighbourhood? 75.7% of customers said they were very or fairly satisfied. This is an improvement from 74.1% last year.
    • How satisfied or dissatisfied are you with RBH’s approach to handling anti-social behaviour? 70.2% of customers said they were very or fairly satisfied. This is an improvement from 67.8% last year.
    • We dealt with 27 anti-social behaviour cases per 1,000 homes that we own (last year: 41.9), and 1 hate-related anti-social behaviour cases per 1,000 homes (last year: 0.9).

What happens next?

We can and will share how our performance compares with other landlords later in the year when these figures are published. You can view how other landlords performed last year by visiting the Government’s website.

We will regularly share further information, including in our newsletter, with details of what action we are taking to improve our performance. You will be able to ask us about it at face-to-face events including our drop-in sessions, customer voice forums, and our Annual Members’ Meeting.

More information about how we collect these figures

Our survey is a telephone survey conducted independently by a company called Viewpoint.

They currently conduct 100 surveys per month, capturing the views of a range of customers from across the Borough. If during the survey the customer mentions anything they are unhappy about, we ask at the end of the survey if they would be OK for someone from RBH to call them back to discuss. We will always attempt to call back and look to resolve any ongoing problems. We use what we learn from the survey and the call backs to identify areas for improvement.

Last year we asked Housemark, the leading data and insight company for the UK housing sector, to review our survey methodology and calculations for all 22 measures. They have provided us with assurance that we are following the guidance issued by the Regulator of Social Housing correctly.

Supporting Documents

If you'd like to learn more about our statistical approach to collecting our survey data, this is available in the documents below. These documents will be updated for 2024-25 shortly.

You can download our 2024 Annual Report To Customers below. This set out how we performed in 2023-24. We'll publish our 2025 report, including the updated performance figures that you can already read above on this page, in the autumn.