We carry out a resident satisfaction survey called the STAR survey.
The last one was completed in 2018 and the results showed more than 91% of residents were satisfied with the overall service we provide as a landlord - a rise on the 2016 figures.
About
Our performance
We believe in providing great services to residents and it’s important we tell you how we’re achieving that
In April 2023, the Regulator of Social Housing (RSH) introduced 22 new measures called the Tenant Satisfaction Measures (TSMs) to help assess the quality of services social landlords provide in England.
These have been developed to provide consistency in reporting and to drive up standards in social housing across the country and publishing our results allows you to see how we’re doing and for you to hold us to account for our performance.
We measure our performance every three months against the TSMs and other measures to help us stay on track. You can see how we're performing using the tool below to compare each quarter. You'll also find our full performance reports as well as our Annual Report.
Tenant Satisfaction Measures results
Read our latest full year report (2023-2024) to see how we're performing against the Tenant Satisfaction Measures (TSM).
See how we're performing every quarter against the Tenant Satisfaction Measures (TSMs). As we don't yet have the full year results for 2024/2025, you'll be looking at the latest quarter data when compared to 2023/2024 full year.
Overall Satisfaction
Proportion of respondents who report that they are satisfied with the overall service from their landlord
0%
Up from Q2 2024/25
1st
TSM Benchmark
Quality of the Home
Proportion of respondents who report that they are satisfied that their home is well maintained
1.00%
Down from Q2 2024/25
1st
TSM Benchmark
Compliance
Proportion of respondents who report that they are satisfied that their home is safe
0.00%
Up from Q2 2024/25
1st
TSM Benchmark
Repairs
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
0.00%
Up from Q2 2024/25
1st
TSM Benchmark
Overall Satisfaction
View Quarterly
View Annually
Showing:
Proportion of respondents who report that they are satisfied with the overall service from their landlord
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
85.00%
83.00%
Proportion of respondents who report that they are satisfied that their home is well maintained
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
84%
81.00%
Proportion of homes that do not meet the Decent Homes Standard
4th
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
2.08%
4.58%
Proportion of homes for which all required fire risk assessments have been carried out
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
100%
100%
Proportion of homes for which all required lift safety checks have been carried out
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
100%
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
99.98%
99.99%
Proportion of homes for which all required gas safety checks have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
99.97%
99.96%
Proportion of homes for which all required legionella risk assessments have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
99.65%
99.88%
Proportion of respondents who report that they are satisfied that their home is safe
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
86.00%
85.00%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
86%
86.00%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
83.00%
80.0%
Proportion of non-emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
80.75%
79.28%
Proportion of emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
93.44%
93.53%
Number of stage one complaints received per 1,000 homes
2nd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
30.28
31.28
Number of stage two complaints received per 1,000 homes
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
2.8
1.82
Proportion of stage one complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
98.42%
99.11%
Proportion of stage two complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
100%
100%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaint handling
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
40.0%
44.00%
Proportion of respondents who report they are satisfied that their landlord makes a positive contribution to the neighbourhood
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
77.00%
76.00%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
72.00%
73.00%
Proportion of respondents who report that they are satisfied with their landlords approach to anti-social behaviour
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
68.00%
69.00%
Number of anti-social behaviour cases opened per 1,000 homes
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
42.56
36.62
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
3rd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
0.68
0.61
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
87.00%
85.00%
Proportion of respondents who report they agree their landlord treats them fairly and with respect
2nd
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
85.00%
86.00%
Proportion of residents who report that they are satisfied that their landlord listens to views and acts upon them
1st
100
90
80
70
60
50
40
30
20
10
2023/24
2024/25 (YTD)
75.00%
73.00%
Proportion of respondents who report that they are satisfied with the overall service from their landlord
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
83%
83%
Proportion of respondents who report that they are satisfied that their home is well maintained
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
82.00%
81.00%
Proportion of homes that do not meet the Decent Homes Standard
4th
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
5.1%
4.58%
Proportion of homes for which all required fire risk assessments have been carried out
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
100%
100%
Proportion of homes for which all required lift safety checks have been carried out
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
100%
100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
99.99%
99.99%
Proportion of homes for which all required gas safety checks have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
99.92%
99.96%
Proportion of homes for which all required legionella risk assessments have been carried out
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
99.98%
99.88%
Proportion of respondents who report that they are satisfied that their home is safe
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
85.00%
85.00%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
86.00%
86%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
81.00%
80.0%
Proportion of non-emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
76.9%
79.28%
Proportion of emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
93.12%
93.53%
Number of stage one complaints received per 1,000 homes
2nd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
19.68
31.28
Number of stage two complaints received per 1,000 homes
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
1.22
1.82
Proportion of stage one complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
99.32%
99.11%
Proportion of stage two complaints responded to within the Housing Ombudsmans Complaint Handling Code timescales
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
100%
100%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlords approach to complaint handling
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
41.00%
44.00%
Proportion of respondents who report they are satisfied that their landlord makes a positive contribution to the neighbourhood
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
77.00%
76.00%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
75.00%
73.00%
Proportion of respondents who report that they are satisfied with their landlords approach to anti-social behaviour
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
66.00%
69.00%
Number of anti-social behaviour cases opened per 1,000 homes
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
27.77
36.62
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
3rd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
0.54
0.61
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
86.00%
85.00%
Proportion of respondents who report they agree their landlord treats them fairly and with respect
2nd
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
85%
86.00%
Proportion of residents who report that they are satisfied that their landlord listens to views and acts upon them
1st
100
90
80
70
60
50
40
30
20
10
Q2 2024/25
Q3 2024/25
73%
73.00%
Overall Satisfaction Action Plan
The actions we’re planning on delivering during the coming year (2024/25):
- Do more research to understand why non-White British and younger tenants are less satisfied with PCH’s services than the wider tenant group. Alongside this we will also survey all PCH tenants living outside of the Plymouth area to understand whether they receive the same level of service as tenants living in Plymouth.
- Revise and re-publish our service standards outlining what we will and won’t do, and when – and hold ourselves to account for achieving these.
- Introduce customer voice and insight reporting to better understand what tenants’ views are and how we can act upon them.
Quality of the Home Action Plan
The actions we’re planning on delivering during the coming year (2024/25):
- Address our Decent Homes position to ensure that all of our homes are decent in future, whilst improving our stock condition data and review how we plan to invest in and update our homes.
Compliance Action Plan
The actions we’re planning on delivering during the coming year (2024/25):
- Continue with our efforts to gain access to all homes to complete compliance checks, and achieve 100% across all metrics.
Repairs Action Plan
The actions we’re planning on delivering during the coming year (2024/25):
- Continue to roll out improvements across the repairs service to get back to delivering most repairs within target time, whilst achieving value for money.
- Introduce more self-service options so that tenants can book repairs online and select an appointment at their convenience.
Complaints and Complaint Handling Action Plan
The actions we’re planning on delivering during the coming year (2024/25):
- Ensure we record all complaints, communicate better with complainants throughout the process and make sure we do what we say we will in response letters.
Neighbourhood Management Action Plan
The actions we’re planning on delivering during the coming year (2024/25):
- Review options to introduce a communal area cleaning service across all blocks to ensure that all communal areas meet a minimum standard.
- Linked to the above, roll out neighbourhood planning so that we have specific plans, agreed with residents, for all areas we work in.
Listening and Respect Action Plan
No actions to be taken.
Our quarterly performance reports
These reports highlight our performance every three months against the TSMs and other measures.
Annual report
Our Annual Report for 2023/2024 provides our residents, shareholders and staff with the chance to find out what we have achieved over the last 12 months and what we're working towards.
This year, we’ve focused our Annual Report around some of the new Tenant Satisfaction Measures (TSMs), which were introduced to provide a rounded view of how well social landlords were performing.
View the full Annual Report 2023-2024.
