Performance Reviews, Complaints and Tenant Satisfaction Measures
Performance reviews will provide regular oversight of service delivery, resident experience and regulatory compliance across each managed housing scheme. Reviews will consider agreed key performance indicators, including occupancy, arrears, void turnaround times, repairs, health and safety compliance, safeguarding, anti-social behaviour and resident engagement. Managing agents will be required to submit complete, accurate and timely performance information in the agreed format, supported by clear commentary on emerging risks, underperformance and corrective action.
Complaints reporting will form a standing part of each review. Information should include the number of complaints received, complaint stages, themes, outcomes, response times, overdue cases, remedies, compensation and any cases referred to the Housing Ombudsman. Reviews should identify recurring or systemic issues, confirm that learning has been translated into service improvements, and track agreed actions through to completion. Serious, repeated or unresolved concerns should be escalated promptly in line with the management agreement and governance arrangements.
Tenant Satisfaction Measures (TSM) data will be reviewed alongside complaints and operational performance to provide a balanced view of tenant perception and landlord performance. The review will consider performance against the applicable TSM requirements, trends over time, response rates, data quality, differences between schemes or resident groups where available, and the relationship between perception results and management information such as repairs, safety checks, complaints and anti-social behaviour. Any material deterioration, data gaps or areas of weaker satisfaction should result in a documented improvement plan with named owners, timescales and measurable outcomes.
For more detailed information please see our performance information section
