Our Performance

Overall satisfaction with repairs service

• Target: 91% 
• Performance: 89%

When a tenant has a day-to-day repair completed by us, we send a text message survey to a selection of randomly selected tenants to find out whether they were happy with the service they received.

Homes with annual gas safety check (LGSR) completed

• Target: 100%
• Performance: 100%

LGSRs are the certificates which show a home has had a valid gas safety check. SLH must by law service the gas appliances in all our homes every year. You must allow us into your home each year to carry out a gas check.

Satisfaction with anti-social behaviour case handling

• Target: 90%
• Performance: 96%

When a customer reports an incident of ASB to us, we investigate and look to resolve the problem. When the case is closed, we check to make sure they are happy with how we handled the case.

Overall satisfaction with planned maintenance service

• Target: 99%
• Performance: 100%

When a tenant has planned maintenance completed in their home, such as a kitchen or bathroom replacement, we survey a random sample when this work is completed, to ensure they are happy with the service they have received. We use this information to help improve our services.

Average number of days to re-let empty homes

We measure the number of days it takes to re-let a home after it becomes empty, to ensure that our re-let process is as efficient as possible and that we are keeping re-let times to a minimum.

• Target: 28 days
• Performance: 32 days

How do we compare with other landlords?

You can also compare how SLH is performing against other landlords in the area and by the services offered at the Regulator of Social Housing website.

Following the publication of the Social Housing White Paper in 2020, the Regulator of Social Housing worked with tenants and other stakeholders to produce a new set of Tenant Satisfaction Measures (TSMs), to better reflect what is important to tenants and standardise the gathering of satisfaction data across the housing sector.

There are 22 TSMs, 10 of which are measured directly by landlords, including building safety measures, with the remaining 12 measured through tenant perception surveys. These 12 measures are what we ask our market research provider, IFF Research, to survey our customers about.

Learn more about IFF Research and our surveys

The Regulator of Social Housing requires all registered providers of social housing to collect and report annually on their performance. 

For more detailed guide to these measures go to GOV.UK and download their accessible guide

The results

The TSMs are divided into two types:

1. Questions we asked you, our customers

There are 12 of these TSMs. They cover a range of subjects such as repairs, complaints, being listened to and our approach to community safety.

2. Information that we collect

The other 10 measures are reported directly by us, from information we collect throughout the year. These are things like number of complaints, number of anti-social behaviour reports, how long we take to complete repairs, and how we complete essential health and safety checks.

Median means the middle score in a list of scores of other housing association's performance. It gives you a better idea of how we are performing than the average, which might be affected by very low or very high scores.