How we’re performing – tenant satisfaction measures and complaints performance

At the end of June we published two new updates to help keep residents informed about the services we’re providing, and how we’re responding to feedback to improve the services we deliver.

Tenant Satisfaction Measures

It is now a requirement for all landlords like settle to publish data to our Regulator each year, showing results against 22 tenant satisfaction measures.

We began early surveys in August 2022, and have just reported the full set of data for the past year having published results in April gathered from surveys with nearly 1400 settle residents between 1st April 2023 and 31st March 2024.

We are pleased to confirm that for thirteen of the measures, we met and exceeded target.

We missed four of our targets – these were our maintenance of communal areas, time taken on repairs, residents feeling that we listen and act and complaint satisfaction. We have improvement plans in place across all areas and will continue providing regular updates through our website and service updates on the on the progress we are making.

Read more details on the tenant satisfaction measures and what we’re doing to improve services.

Annual complaints performance and service improvement report for 2023/24

A new complaint handling code (the Code) was launched by the Housing Ombudsman in April 2024. For residents, the Code explains your rights and what can be expected when a complaint is made to a landlord. The Code also requires us as landlords to submit a new report by the end of June each year. We have now published our annual complaints performance and service improvement report for 2023/24 and also submitted this to the Housing Ombudsman.

In line with the Housing Ombudsman Complaint Handling Code, we have also published and submitted our complaint handling self-assessment for 2023/24, linked to the most recent landlord performance report for settle published by the Housing Ombudsman.

You can see all of these reports on our complaints performance page, along with the response from our Board to provide assurance that this accurately reflects our complaint handling.

Can we improve these reports?

Please use the feedback button on each web page or contact us to let us know if there are any improvements we can make to the ways we are providing this information.