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How our tenants think we're doing

We carry out an annual Tenant Perception Measures Survey as part of the regulatory requirements set by the Regulator of Social Housing. 

The survey collects your views and experiences which helps us to deliver the highest possible standard of service. 

We'll publish the results each year to make sure we’re transparent and making improvements that keep your needs at the centre of everything we do.

See the questions from the tenant perception measures survey

 

Reference number What we asked our tenants Percentage of satisfied responses from tenants (2023-2024) Percentage of satisfied responses from tenants (2024-2025)
TP01

Overall satisfaction

66.4%

65.8%
TP02

Satisfaction with Repairs

68.3%

70.3%
TP03

Satisfaction with time take to complete most recent repair

67%

69.7%
TP04

Satisfaction that home is well maintained

64.7%

66.7%
TP05

Satisfaction that home is safe

72.5%

71.6%
TP06

Satisfaction that Redbridge Housing Services listen to views and acts upon them

55.7%

54.7%
TP07

Satisfaction that Redbridge Housing Services keeps tenants informed about things that matter

71.3%

73.3%
TP08

Satisfaction that Redbridge Housing Services treats tenants fairly and with respect

73.4%

73.8%
TP09

Satisfaction with Redbridge Housing Service’s approach to complaints

24.1%

25.4%
TP10

Satisfaction that Redbridge Housing Services keeps communal areas clean and well maintained

65%

66.8%
TP11

Satisfaction that Redbridge Housing Services makes a positive contribution to neighbourhood

69.7%

70.7%
TP12 Satisfaction that Redbridge Housing Services approach to handling Anti-Social Behaviour

59.7%

61.4%

 

Management information measures

There are 10 management information measures across four areas. They are collected as landlord and management data.

 

Landlord measure reference Description of standard Percentage 2023-2024 Percentage 2024-2025

RP01

Homes that do not meet the Decent Homes Standard

15.1%

6.7%

RP02.1

Non-emergency repairs completed within target timescale

98.5%

96.2%

RP02.2

Emergency repairs completed within target timescale

100%

 100%

BS01

Gas safety checks completed

99.8%

 99.4%

BS02

Fire safety checks completed

98.5%

 96.2%

BS03

Asbestos safety checks completed

100%

 100%

BS04

Water safety checks completed

100%

 99%

BS05

Lift safety checks completed

99.4%

 93.5%

CH01.1

Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties)

43.7%

 54.9%

CH01.2

Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties)

10.6%

 18.6%

CH02.1

Stage 1 complaints responded to within Complaint Handling Code timescales

72.7%

 76.5%

CH02.2

Stage 2 complaints responded to within Complaint Handling Code timescales

70.8%

45%

NM01.1

Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties)

12%

 13.1%

NM01.2

Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties)

0.2%

3.2%

 

Methodology for tenant perceptions survey 2024/2025

Achieved sample size

The total number of responses collected was 1784.

Timing of survey

The survey was conducted from 19 April 2024 to 18 March 2025.

Collection methods

Data was collected through telephone and online. 95% of surveys were completed by telephone and 5% were completed online.

Sample method

A census approach was utilised.

Assessment of representativeness

Summary: The representativeness of the sample was assessed against the relevant tenant population. This assessment considered characteristics such as age, gender, and housing type to ensure that the sample accurately reflected the demographics of our tenant base.

Weighting applied

Weighting was not applied to the survey

Role of external contractor

Contractor Name: KWEST Research

Responsibilities: The external contractor was responsible for collecting, generating, and validating the reported perception measures.

Exclusion of tenant households

No tenant households were excluded from the sample frame due to exceptional circumstances.

Meeting sample size requirements

There were no failures to meet the required sample size requirements as stipulated.

Incentives for survey completion

No incentives were offered to tenants to encourage survey completion.

Methodological issues

There were no additional methodological issues identified that are likely to have a material impact on the tenant perception measures reported.

 

Housing service standards 

We have introduced the following service standards to demonstrate our commitment to delivering high-quality housing services.

It sets out what you can expect from us and what you can do to help us make sure we're providing you with a good service.

 

Complaints

Our promise to you

We're committed to delivering high-quality services and welcome complaints to make things right and learn from our mistakes.

We'll handle your complaint fairly, promptly, and in line with the Housing Ombudsman Complaint Handling Code.

1. Making a complaint

You can make a complaint if you are unhappy with our service. 

Complaints can be made: 

We'll make sure information about how to complain is easy to find and available in different formats upon request

2. Our commitments

We'll:

  • aim to resolve your issue at first contact wherever possible
  • contact you to discuss your complaint and agree on how we will investigate
  • ensure our staff take ownership and respond positively to your concerns
  • keep you updated if more time is needed to investigate
  • provide clear explanations for our decisions

3. Response times

  • stage 1 – We aim to respond within 10 working days
  • stage 2 – We aim to respond within 20 working days
  • if more time is needed, we will inform you with an update and a revised timescale
  • if you remain dissatisfied, you can contact the Housing Ombudsman for an independent review

4. Learning and accountability 

We'll:

  • monitor repeat complaints and address underlying issues
  • review policies, procedures and practices where complaints highlight failings
  • publish annual complaints performance and lessons learned 
  • carry out an Annual Self-Assessment against the Ombudsman Code and share this with residents, Members and the Ombudsman

5. What we ask of you

  • whenever possible, speak to the service directly first to see if they can quickly resolve your issue
  • submit complaints within 12 months of the issue occurring
  • treat our staff with courtesy and respect

6. Monitoring our service

We'll:

  • review complaint satisfaction through surveys
  • report outcomes in our Annual Report
  • review performance with residents, senior managers and Members
  • share learning and improvements with residents in plain English
  • use your feedback to improve services

Getting involved

Our promise to you

We're committed to listening to residents, acting on your feedback, and working with you to improve our homes and services.

1. How you can get involved

2. How we'll support you

We'll:

  • provide both online and face-to-face opportunities at convenient times
  • offer training and support for residents on scrutiny panels
  • keep you informed with updates on how feedback is used
  • ensure engagement opportunities are inclusive and accessible to all residents
  • involve you in shaping new housing developments and service improvements
  • respond promptly to all engagement enquiries

3. What we ask of you

  • actively participate in opportunities that interest you
  • share your views openly and respectfully
  • keep your contact details up to date so we can stay in touch

4. Monitoring our service

We'll:

  • measure satisfaction with engagement and publish results annually
  • report performance in our Annual Report
  • review performance with senior managers and resident groups
  • assess our work against the Consumer Standards
  • use your feedback to improve services 

Grounds maintenance

Our promise to you

We are committed to providing clean, safe and green estates that residents can be proud of to call home

1. Our grounds maintenance team will always

  • wear a uniform and always carry official ID
  • be polite, respectful and professional
  • provide their name and role if asked

2. Grass cutting

We'll:

  • regularly cut grassed areas regularly between March and November weather permitting
  • keep grass areas neat, tidy and well-maintained
  • remove grass cuttings from paths, car parks and service roads
  • clear any litter scattered during cutting operations

3. Hedges

We'll:

  • trim hedges throughout the year to keep paths and entrances clear and safe
  • shred cuttings on-site where possible to reduce our carbon footprint

4. Shrubs and beds

We'll:

  • prune shrubs annually between November and March
  • keep windows, paths and doorways free from overgrowth
  • use shrub cuttings as mulch on beds to support plant health

5. Weed control

We'll:

  • maintain beds, rose and flower beds, and hard surfaces to ensure they remain at least 70% weed free
  • minimise the use of herbicides and explore environmentally friendly alternatives

6. Bulky waste

We'll:

7. What we ask of you

  • dispose of rubbish responsibly using the bins provided (note: charges may apply for clearance of waste left in communal areas)
  • use recycling facilities correctly to help reduce landfill waste
  • break down large boxes before putting them in recycling bins
  • allow access for inspections during your notice period
  • remove all personal belongings and dispose of rubbish before your tenancy ends

 8. How you can get involved

9. Monitoring our service

We'll:

  • conduct regular inspections involving residents
  • publish inspection results and improvement plans in our Annual Report
  • review performance with senior managers and resident representatives
  • use your feedback to drive service improvements
  • measure satisfaction through the Tenant Satisfaction Survey and share results with residents, the Regulator of Social Housing and Council Members

Managing your rent

Our promise to you

We're committed to making it simple, clear and fair for you to pay your rent and manage your rent account

1. For current tenants

We'll:

  • provide clear information on how much rent and service charges you need to pay
  • offer a wide range of payment options (online, Direct Debit, phone, PayPoint)
  • update your rent account promptly with any payments you make
  • send you a rent statement every quarter, or whenever you ask us for one
  • provide clear advice if you are struggling to pay, including setting up affordable repayment plans
  • treat you with dignity and confidentiality if you are in arrears

2. For former tenants

We'll

  • provide a clear final rent statement within 6 weeks of the end of your tenancy
  • work with you to agree how you can pay back any arrears
  • treat you fairly and consider your situation

3.  What we ask of you

  • pay your rent in full and on time (it is a condition of your tenancy)
  • contact us immediately if you are struggling, so we can support you
  • keep your contact details up to date

4. Monitoring our service

We'll:

  • monitor arrears levels and publish results in the Annual Report
  • report on arrears levels every three months to Senior Management and Council Members
  • ask for your feedback on the rent service through surveys
  • use your feedback to improve services
  • review performance with residents and senior managers

Repairs

Our promise to you

We're committed to providing a high-quality, reliable and responsive repairs service. Our trusted contractor, Mears, carries out emergency and day-to-day repairs on our behalf to keep your home safe and comfortable.

1.  What you can expect from us

We'll:

  • deliver a professional, polite and respectful service at all times
  • offer you a choice of convenient appointment dates and times
  • be sensitive to the needs of vulnerable tenants
  • always wear Mears uniforms and carry ID
  • work tidily, protect your home, and clean up thoroughly after repairs
  • aim to complete repairs right first time wherever possible
  • provide clear advice on who is responsible for each type of repair

2. Response times

We aim to complete repairs within the following timescales:

  • emergency repairs: attend within 2 hours, complete within 24 hours
  • out of hours emergency: attend within 2 hours to make safe 
  • urgent repairs: attend within 5 working days
  • routine repairs: completed within 28 calendar days

3. How to report a repair

You can report repairs anytime using these options:

  • Online: via our repairs portal (24/7)
  • Phone: 0800 393 994 (24 hours a day, 7 days a week)
  • Option 1: Gas servicing
  • Option 2: Damp and mould
  • Option 3: New repair
  • Option 4: Existing repair
  • Option 5: Any other enquiry

4. What we ask of you

To help us provide the best service, please:

  • check your Repairs Handbook to see if the repair is your responsibility
  • be available for scheduled appointments including gas, electrical safety and compliance checks
  • give us as much notice as possible if you need to cancel or rearrange
  • allow our staff safe and reasonable access to your home

5. Monitoring our service

We are committed to continuously improving our service by:

  • carrying out quality checks on a sample of repairs
  • monitoring repair completion times against our targets
  • reviewing satisfaction survey results and acting on your feedback
  • publishing our performance in the Annual Report
  • reviewing performance regularly with senior managers and resident groups
  • using your feedback to make improvements

Allocations

Our promise to you

We're committed to providing a fair, transparent and customer-focused allocations service. This standard explains what you can expect when applying for housing with us.

1. Applying for a home

When you apply for housing, we'll:

  • aim to assess all online housing applications within 28 days of receipt
  • provide clear written confirmation of your application status and banding outcome
  • explain how to request a review if you disagree with our decision
  • make reasonable adjustments if you have specific needs

You should:

  • provide accurate and complete information to avoid delays
  • inform us promptly if your circumstances change

2. Being offered a home

When you are shortlisted and offered a property, we'll:

  • contact you by phone and by email within 2 working days
  • provide details of the property, rent and service charges
  • arrange a convenient accompanied viewing within 10 working days (or sooner if the property is ready)
  • inform you of any outstanding repairs before you move in

You should:

  • attend the arranged viewing and let us know promptly if you wish to accept the offer
  • provide documents needed for tenancy sign-up

3. Signing your tenancy

At tenancy sign-up, we'll:

  • explain your tenancy agreement and rights in plain, easy-to-understand language
  • provide details of your rent account and payment options
  • give you the Tenant Handbook, which includes information on repairs, emergency contacts, and support services
  • introduce you to your Housing Officer

4. After you move in

We'll: 

  • check in with you within 6 weeks to make sure you have settled in comfortably
  • complete any agreed repairs within published timescales
  • offer support or signpost you to relevant services if you need help managing your tenancy

5. Moving out

If you decide to leave, we'll:

  • provide clear written guidance on ending your tenancy
  • confirm your responsibilities, including notice periods, rent payments, property condition, and returning keys
  • carry out a pre-termination inspection if required
  • be transparent about any charges for damage or alterations you have made without permission

You'll:

  • provide 4 weeks’ written notice ending on a Monday
  • leave your home in good condition and repair any damage
  • allow access for inspections during your notice period
  • remove all personal belongings and dispose of rubbish before your tenancy ends

6. How we work with you

Our officers will:

  • treat you with courtesy, respect, and professionalism
  • protect your personal data in accordance with legal requirements
  • communicate with you in your preferred way, including phone, email, post, large print, easy read, or translation services

7. Monitoring our service

We'll:

  • publish annual performance reports showing how we meet targets (e.g., average application processing times, percentage of homes let within target times)
  • invite you to complete satisfaction surveys
  • use your feedback to improve services

Anti-social behaviour

Our promise to you

We take anti-social behaviour seriously. This guide explains what you can expect from us when you report neighbour nuisance or anti-social behaviour.

1. How quickly we’ll contact you

We respond based on how serious and urgent the issue is:

  • priority 1 high risk – risk to safety, hate crime, serious threats or harassment: we will contact you within 24 hours
  • priority 2 medium risk – repeated or escalating problems: we will contact you within 2 working days
  • priority 3 low risk – one-off or low-level nuisance: we will contact you within 5 working days

2. What happens next

  • we’ll allocate a named case officer who will be your main contact
  • we’ll agree an action plan with you within 3 working days if Priority 1 and 5 working days if Priority 2. This sets out what we’ll do, what you can do, and when we’ll update you
  • we’ll write to the alleged perpetrator with 3 working days for Priority 3 cases. If the nuisance continues your case will move to Priority 2
  • we may speak to other witnesses and the person you’ve reported (if appropriate and with your agreement)
  • we may use tools such as mediation, warning letters, good neighbour agreements or legal action for serious or ongoing ASB

3. How often we’ll update you

  • for all priorities, we will check in with you every two weeks
  • if there are any significant changes or updates with your case, we will update you as soon as possible

4. How we keep your information safe 

  • we'll not share your identity with the person you’ve reported unless you give us permission or the law requires it
  • if we use CCTV or noise monitoring equipment, we will follow data protection rules

5. Support we can offer

  • advice and guidance to help you feel safe
  • signposting to specialist services such as victim support, mediation, or domestic abuse support
  • making reasonable adjustments if you have extra needs

6. When your case is closed

We'll:

  • explain the outcome
  • notify you before we close your case
  • provide you with a case closure letter
  • invite you to give feedback so we can improve
  • report our performance quarterly to residents, our resident panels and Members

7. How can we be sure we are meeting these standards

We'll:

  • report on our performance quarterly to Corporate Leadership team and resident groups
  • report on our performance annually to Members
  • provide an update in our Annual Report
  • monitor resident satisfaction via our closure feedback surveys and consider improvements
  • involve residents in reviewing our policies and service standards
  • provide satisfaction survey outcomes to the Regulator of Social Housing
  • capture lessons learned from complaints and share with residents and the Housing Ombudsman

8. If you’re not satisfied

If you’re unhappy with how your case is being handled, you can:

  1. make a complaint through our complaints process
  2. if you’re still not satisfied, you can contact the Housing Ombudsman

Cleaning and caretaking

Our promise to you

We're committed to keeping your estates safe, clean and well maintained, ensuring a pleasant environment for all residents.

1. Our caretaking team 

Will always:

  • wear a uniform and carry official ID at all times
  • be polite, professional and respectful in all interactions
  • provide their name and role if asked

2. Regular cleaning (at least once a week)

We'll: 

  • clean hallways, stairs, landings, window ledges and light fittings
  • check and clean refuse areas and lifts
  • sweep paths, car parks and service roads
  • remove litter from all communal area

3. Additional services (as needed) 

We'll:

  • remove offensive graffiti within 24 hours
  • remove bulk waste and fly-tipping within 3 working days, where safe to do so.
  • report and arrange repairs for faulty communal lights, doors or other issues promptly
  • replace lightbulbs in communal areas
  • remove obstructions or items left in communal areas to maintain fire safety
  • provide advice on bin collections, parking regulations and estate rules

4.  How we monitor our standards 

  • Team Leaders conduct regular estate inspections, involving residents where possible
  • standards graded as: 
    A = excellent, 
    B = acceptable, 
    C = below standard
  • we publish results and actions in our Annual Report
  • performance is reviewed with senior managers and resident representatives
  • your feedback is used to improve services through our “You Said, We Did” program
  • tenant satisfaction is regularly measured through surveys, with results shared with residents, the Regulator of Social Housing, and Council Members 

5. What we ask of you

  • keep communal areas clear of personal belongings such as bikes, prams, toys, rugs
    take responsibility for your pets (seek permission where needed, keep pets under control, and clean up after them)
  • ensure vehicles are roadworthy, insured and parked responsibly (not on grassed areas)
  • allow access for emergency and service vehicles and avoid blocking other resident’s vehicles

6. Get involved

Communications

Our promise to you

We're committed to clear, timely and respectful communication. Whenever you contact us, you can expect our staff to be professional, polite and helpful.

1. Contacting us by email

We'll:

  • reply within 10 working days

2. Contacting us by telephone

We'll:

  • aim to answer within 30 seconds
  • tell you the team you have reached and give our name
  • listen to your voicemail and return your call within 48 hours

3. Visiting us in person

We'll:

  • ensure reception areas are clean, safe and accessible
  • aim to see you as soon as possible or book an appointment for you at a convenient time
  • do our best to see you on time for any booked appointments

4. Writing to us

We'll:

  • reply within 10 working days

5. Our communication standards

We'll: 

  • be friendly, respectful and professional at all times
  • listen carefully and make sure we understand your enquiry
  • provide clear, relevant and accurate information
  • follow through on actions within agreed timescales
  • aim to resolve your query first time whenever possible

6. What we ask of you

  • treat staff with respect and courtesy
  • allow us time to investigate so we can give you the right answer

7. Treating everyone fairly

We are committed to equality, diversity and inclusion. 

We'll 

  • provide services that meet the needs of all residents
  • offer alternative formats and translations on request
  • collect equality data to help us improve accessibility and reduce disadvantage
  • listen to what you need and make suitable adjustments

8. Monitoring our service

We'll:

  • review customer satisfaction regularly
  • publish results in our Annual Report
  • review performance with residents and senior managers
  • use your feedback to improve services