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How we're performing

We regularly publish performance information on the how we're performing section of our website.

However to make things simple, you can find some of our key performance information here in the STAIRs hub.

If you can't find what you're looking for, use the search function on the top right of the page.

We achieved the rating C1/G1/V1, confirming we meet the highest standards in governance and financial viability, while demonstrating a strong commitment to delivering quality services and safe homes for our customers.

Read our latest regulatory judgement (updated November 2025).

Take a look at our annual complaints performance and service report and complaint handling code self-assessment. Here you'll learn more about how we measure up against the Housing Ombudsman’s complaints handling code.

You can also find how to complain, FAQs and how we're learning from customers on our complaints page.

Every year we tell people about the projects we've worked on and how we've performed in a range of areas. 

The annual report for customers provides a summary of our performance for customers and is published by 30 September each year. 

Read our latest customer annual report.

Tenant Satisfaction Measures (TSMs)

The results below cover the year to date April 2026 - March 2027 (YTD).

Last updated:

81%

Overall satisfaction

Positive
83.3%

Satisfied with the repairs service

Positive
42.2%

Satisfied with our approach to complaints

Negative
84.7%

Satisfied we treat you fairly and with respect

Positive
73.3%

Satisfied we listen to your views and act upon them

Average
View our full TSMs

Our annual management performance results

The table below shows our management performance information between April 2025 - March 2026.

Last updated:

98.5%

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

Positive
94.4%

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

Positive
85.5%

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale

Positive
97.7%

Proportion of emergency responsive repairs completed within the landlord’s target timescale

Positive
99.9%

Proportion of homes for which all required gas safety checks have been carried out

Average
View our full annual management performance

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Can't find what you're looking for?

A lot of the information required for STAIRs is already available on our website, so you may not always find what you're looking for in the hub.

You can use the search function at the top right of our website to help you find what you're looking for. If you're still having trouble, contact us.