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 to see how we're performing against the Tenant Satisfaction Measures (TSM).
Compare how we're performing against the Tenant Satisfaction Measures (TSMs) annually and quarterly.
Overall Satisfaction
Proportion of respondents who report that they are satisfied with the overall service from their landlord
83.2%
Up from Q3 2024/25
1st
TSM Benchmark
Quality of the Home
Proportion of respondents who report that they are satisfied that their home is well maintained
80.4%
Down from Q3 2024/25
1st
TSM Benchmark
Compliance
Proportion of respondents who report that they are satisfied that their home is safe
84.3%
Down from Q3 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
85%
Down from Q3 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
0
2023/24
2024/25
85%
83.2%
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
0
2023/24
2024/25
84%
80.4%
Proportion of homes that meet the Decent Homes Standard
4th
100
90
80
70
60
50
40
30
20
10
0
2023/24
2024/25
97.92%
99%
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
0
2023/24
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
0
2023/24
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
0
2023/24
2024/25
99.98%
99.99%
Proportion of homes for which all required gas safety checks have been carried out
2nd
100
90
80
70
60
50
40
30
20
10
0
2023/24
2024/25
99.97%
99.97%
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
0
2023/24
2024/25
99.65%
99%
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
0
2023/24
2024/25
86%
84.3%
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
0
2023/24
2024/25
86%
85%
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
0
2023/24
2024/25
83%
77.5%
Proportion of non-emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
2023/24
2024/25
80.75%
80.7%
Proportion of emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
2023/24
2024/25
93.44%
93.7%
Number of stage one complaints received per 1,000 homes
3rd
1000
900
800
700
600
500
400
300
200
100
0
2023/24
2024/25
30.28
42.6
Number of stage two complaints received per 1,000 homes
1st
1000
900
800
700
600
500
400
300
200
100
0
2023/24
2024/25
2.8
2.5
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
0
2023/24
2024/25
98.42%
99%
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
0
2023/24
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
0
2023/24
2024/25
40%
46.9%
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
0
2023/24
2024/25
77%
76.2%
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
0
2023/24
2024/25
72%
73.2%
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
0
2023/24
2024/25
68%
69.7%
Number of anti-social behaviour cases opened per 1,000 homes
3rd
1000
900
800
700
600
500
400
300
200
100
0
2023/24
2024/25
42.56
48.3
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
3rd
1000
900
800
700
600
500
400
300
200
100
0
2023/24
2024/25
0.68
0.7
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
0
2023/24
2024/25
87%
84.6%
Proportion of respondents who report they agree their landlord treats them fairly and with respect
1st
100
90
80
70
60
50
40
30
20
10
0
2023/24
2024/25
85%
86.7%
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
0
2023/24
2024/25
75%
73.5%
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
0
Q3 2024/25
Q4 2024/25
83%
83.2%
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
0
Q3 2024/25
Q4 2024/25
81%
80.4%
Proportion of homes that meet the Decent Homes Standard
4th
100
90
80
70
60
50
40
30
20
10
0
Q3 2024/25
Q4 2024/25
97.92%
99%
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
0
Q3 2024/25
Q4 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
0
Q3 2024/25
Q4 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
0
Q3 2024/25
Q4 2024/25
99.99%
99.99%
Proportion of homes for which all required gas safety checks have been carried out
2nd
100
90
80
70
60
50
40
30
20
10
0
Q3 2024/25
Q4 2024/25
99.96%
99.97%
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
0
Q3 2024/25
Q4 2024/25
99.88%
99%
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
0
Q3 2024/25
Q4 2024/25
85%
84.3%
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
0
Q3 2024/25
Q4 2024/25
86%
85%
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
0
Q3 2024/25
Q4 2024/25
80%
77.5%
Proportion of non-emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2024/25
Q4 2024/25
79.28%
80.7%
Proportion of emergency responsive repairs completed within the landlords target timescale
3rd
100
90
80
70
60
50
40
30
20
10
0
Q3 2024/25
Q4 2024/25
93.53%
93.7%
Number of stage one complaints received per 1,000 homes
3rd
1000
900
800
700
600
500
400
300
200
100
0
Q3 2024/25
Q4 2024/25
31.28
42.6
Number of stage two complaints received per 1,000 homes
1st
1000
900
800
700
600
500
400
300
200
100
0
Q3 2024/25
Q4 2024/25
1.82
2.5
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
0
Q3 2024/25
Q4 2024/25
99.11%
99%
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
0
Q3 2024/25
Q4 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
0
Q3 2024/25
Q4 2024/25
44%
46.9%
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
0
Q3 2024/25
Q4 2024/25
76%
76.2%
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
0
Q3 2024/25
Q4 2024/25
73%
73.2%
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
0
Q3 2024/25
Q4 2024/25
69%
69.7%
Number of anti-social behaviour cases opened per 1,000 homes
3rd
1000
900
800
700
600
500
400
300
200
100
0
Q3 2024/25
Q4 2024/25
36.62
48.3
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
3rd
1000
900
800
700
600
500
400
300
200
100
0
Q3 2024/25
Q4 2024/25
0.61
0.7
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
0
Q3 2024/25
Q4 2024/25
85%
84.6%
Proportion of respondents who report they agree their landlord treats them fairly and with respect
1st
100
90
80
70
60
50
40
30
20
10
0
Q3 2024/25
Q4 2024/25
86%
86.7%
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
0
Q3 2024/25
Q4 2024/25
73%
73.5%
Overall Satisfaction Action Plan
In January 2025, the Customer Focus Committee approved a specific action plan to address the key areas of service where you have told us we need to improve, the areas are:
- Repairs
- Quality of the home and compliance with the Decent Homes Standard
- Approach to complaint handling
- Approach to anti-social behaviour case handling
Quality of the Home Action Plan
Your feedback told us that residents are becoming less satisfied with the quality of the home and so we have brought forward our upgrade programmes to replace some of the older kitchens and bathrooms in our homes, replacing roofs that have reached the end of their useable life and upgrading windows to a small number of homes. This is in addition to our planned maintenance programme where we carry out scheduled external decorations to the homes.
By the end of March 2026, every home will have a stock condition survey which is an essential visit to your home that informs us where we need to do upgrade works in the coming years. We have also invested more in tackling damp and mould in homes, and we are putting steps in place over the summer that will enable us to inspect and start remediation works more quickly as we head into the winter period.
Additionally, we are working to improve our approach to how we survey, diagnose and repair homes affected by damp, mould and condensation. New legislation comes into effect in October 2025 which sets out specific timescales for us to respond to reports of damp, mould and condensation and requires landlords to deal with these issues quicker. We will also be required, by law, to attend all emergency repairs within 24 hours.
Compliance Action Plan
Your feedback told us that residents are becoming less satisfied with the quality of the home and so we have brought forward our upgrade programmes to replace some of the older kitchens and bathrooms in our homes, replacing roofs that have reached the end of their useable life and upgrading windows to a small number of homes. This is in addition to our planned maintenance programme where we carry out scheduled external decorations to the homes.
By the end of March 2026, every home will have a stock condition survey which is an essential visit to your home that informs us where we need to do upgrade works in the coming years. We have also invested more in tackling damp and mould in homes, and we are putting steps in place over the summer that will enable us to inspect and start remediation works more quickly as we head into the winter period.
Additionally, we are working to improve our approach to how we survey, diagnose and repair homes affected by damp, mould and condensation. New legislation comes into effect in October 2025 which sets out specific timescales for us to respond to reports of damp, mould and condensation and requires landlords to deal with these issues quicker. We will also be required, by law, to attend all emergency repairs within 24 hours.
Repairs Action Plan
We saw a reduction in satisfaction with our repairs service and the time taken to complete a repair. This was further confirmed by the comments received which stated that some residents have to chase repairs, that sometimes we don’t attend a booked appointment or that conversely we attend without prior notice.
To address this, we have carried out an in-depth internal review of the process we follow to diagnose, schedule and deliver repairs and have identified where we get it wrong. We are putting steps in place to ensure we properly diagnose repairs and schedule the right operative to the job, at a time agreed with residents. We are not intending to change our service standard, which was consulted upon extensively during late 2024.
Complaints and Complaint Handling Action Plan
We saw a significant increase (seven percentage points) in satisfaction with our approach to complaint handling during the past year, although it continues to be much lower than where we want to be.
During the past year we put steps in place to ensure we capture customer complaints through a central point and handle these consistently in line with our service standard. Additionally, we have improved how we communicate with residents who have complained to provide reassurance that we are taking the complaint seriously and investigating it thoroughly. Finally, we have improved oversight of delivery of the promises we make when we uphold complaints to make sure we are following through on what we say we will do to rectify the issue.
Over the coming months, we are reviewing the skills and competencies of our complaint handling team to strengthen the team we have in place, and we will introduce a “Putting it Right” framework which will enhance our existing service standard and bring about better consistency for how we handle complaints and ensure we provide the right redress to residents where we have fallen short and not met our standards.
Neighbourhood Management Action Plan
Approach to anti-social behaviour
Resident comments in relation to our approach to handing anti-social behaviour complaints are similar to those regarding general complaints. Residents have told us that they have reported anti-social behaviour to PCH, and they feel that we have done nothing with it and feel ignored. This is not acceptable, and therefore we have improved recording of anti-social behaviour complaints, and we are being thorough when we investigate and deal with issues within our communities.
In addition to the above, we have consulted on and reviewed our Anti-Social Behaviour policy which sets out how we define anti-social behaviour in line with resident expectations, and is complemented by a revised internal procedure to make sure we approach case handling in a consistent and fair way.
Finally, we are in the process of consulting with residents to develop a Good Neighbour Policy which sets out the expectations we have regarding how residents will behave in their communities and towards one another.
Approach to Neighbourhood Management
At the May 2025 Customer Focus Committee, we committed to making improvements to our approach to neighbourhood management based on customer feedback. This has already begun, with a resident scrutiny review which concluded in May 2025, and we are working through the recommendations to develop a clear action plan to deliver change in how we manage communal areas and green spaces around our homes.
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.
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View the full Annual Report 2023-2024.
