Annual Tenant Satisfaction Measures (TSMs)

These are the management information questions that we answer:

• Proportion of homes for which all required gas safety checks have been carried out – 100% 

• Proportion of homes for which all required fire risk assessments have been carried out – 100% 

• Proportion of homes that do not meet the Decent Homes Standard – 0.8% (While 0.8% of homes do not currently meet the Decent Homes Standard, this is due to residents declining the improvement works required. These homes do not include any health and safety hazards, and the outstanding works relate to upgrades such as kitchens and bathrooms.)

• Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. Our target timescale is 35 working days. – 94.5% 

• Proportion of emergency responsive repairs completed within the landlord’s target timescale. Our target timescale is 24 hours. – 99.7% 

You’ve previously told us that you prefer our in-house team carrying out repairs in your home, rather than contractors. This year, 22,270 repairs were completed by our in-house team, and 1,112 were completed by contractors. We send out a satisfaction survey after every repair, and 94% of you were satisfied with the work that was carried out.  

Thank you to everyone who continues to take the time to provide feedback on the services we provide. In March 2026, we shared that we’ll be working with a new contractor, Sureserve, to deliver all heating servicing, repairs, and installation works from 1 June 2026. They have a strong local presence and share our focus on providing a reliable, high-quality service for our residents.  

If you know you won’t be home for an arranged appointment, whether it’s for a repair or a service, please contact us to let us know. This allows us to offer the slot to someone else and rearrange your appointment at a more convenient time. 

These are the management information questions that we answer:

Proportion of homes for which all required fire risk assessments have been carried out – 100% 

• Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out – 100% 

• Proportion of homes for which all required legionella risk assessments have been carried out – 100% 

• Proportion of homes for which all required communal passenger lift safety checks have been carried out – 99.12% 

Since the introduction of phase 1 of Awaab’s Law on 27 October 2025, our response to emergency repairs (including damp and mould emergencies) has changed. Plus, we’ve got new confirmed timescales for managing non-emergency damp and mould concerns. You can find out more about this and how to report any issues, here.  

Throughout 2025/26, our Healthy Homes team received 649 reports of damp and mould.  

393 of these were resolved at Stage 1 of our process  

This is where we carried out a mould wash and/or some minor repairs, and the issue didn’t return.  

187 of these were escalated to Stage 2 

This means further inspections or more extensive repairs are required.  

You can choose the way you provide feedback to us about our services. For example, this can be through a survey, by contacting a member of our team or by social media. We’re happy to receive your feedback in whatever way works for you.  

Our Resident Voice team ensure you have a variety of accessible ways to share your feedback and views to help shape our services. 

Throughout 2025/26: 

• We hosted 44 engagement events  

• 20 residents tested our new website  

• 506 residents helped shape our new Purpose and Plan, which we launched in October 2025. You can view it here.  

• 7 residents applied to be Community Champions  

• 6 residents applied to join our Complaints Review Panel  

• 562 residents voted on what projects our Community Investment Grant funding should support  

Visit The Place on our website, to see how your feedback has helped shape our services throughout the year.  

This year, we also launched Havebury Highlights, our monthly round-up of news, which gets sent to residents via email or in the post, if they’d prefer. You can read our monthly round-ups here. We also publish our resident magazine, Havebury News, twice a year, to keep residents updated with news and important information.  

These are the management information questions that we answer:

• Number of stage one complaints received per 1,000 homes – 43.2 

• Number of stage two complaints received per 1,000 homes – 7.4 

• Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales – 99.4% 

• Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales – 100% 

Complaints are a valuable source of information for us. They help us understand where improvements are needed. If you’d like to make a complaint or learn more about our processes, please click here. 

We know that sometimes things go wrong. While we never like to hear that you’re dissatisfied with our service, your feedback helps us learn, make improvements and put things right, so we can prevent the same issues from happening again. This year, we received 320 complaints and 292 compliments. Thank you for taking the time to share these with us.  

Alongside working with you to resolve your complaints, we’ll also make service improvements based on our findings during investigating the complaint. Here are some examples of changes we made throughout 2025/26, and you can read our annual service improvement and complaints report here. 

This is the management information question that we answer:

• Anti-social behaviour cases relative to the size of the landlord – 84.3 

• Number of anti-social behaviour cases that involve hate incidents per 1,000 homes – 0.2 

This year, we’ve made a number of improvements in this area, including: 

• Continuing to grow our in-house Grounds Maintenance team, to include supporting gardening for residents who can’t do this themselves.  

• In 2025/26, we received 618 reports of anti-social behaviour (ASB), which was down 114 from the previous year. Our customer service target for handling ASB cases is 80%, and this year our satisfaction rate was 81% 

• We hosted 26 neighbourhood check-ins, which you can get involved in here. You can also use myHavebury to report concerns such as fly-tipping here. 

• We’ve completed a range of environmental improvement projects to help enhance your communities. You can read more about this in the latest issue of Havebury News and in our 2025-26 annual report.