How we are doing - 2025/26 Tenant Satisfaction Measures

Tenant Satisfaction Measures

Introduction

Every year, we are required to ask you what you think of our services and this year we have seen further improvement in your satisfaction with our services.

Out of the 12 measures set by the Regulator of Social Housing, our performance has improved in 9 of them – something we are really pleased to see.

Whilst overall satisfaction with our services has fallen slightly – down by 1.3% to 82.6%, we have seen large increases in your satisfaction with how we handle anti-social behaviour – up 5.6% to 77.1% and our contribution to your neighbourhood, increasing 6.6% to 82.3%. This is great to see given the focus we have dedicated to these areas, taking into account feedback from our customers and communities. We recognise there is still more we can do, and we will be working with you to improve on this further.

We have also seen increased satisfaction with our repairs service overall, the speed of repairs and feeling that your home is safe. It is clear to see from this feedback that many of you are happy with the way we keep your home maintained, the speed of our response and that attend appointments when they are arranged. We do recognise that to improve further we need to focus on making sure we keep you updated if we cannot fix a repair first time and we will continue work on this.

Outcome from 2025 to 2026

Last year we worked really hard to deliver improved outcomes for tenants which were identified from the last set of results.

We:

• Carried out a complaints scrutiny and an Anti Social Behaviour Scrutiny which we are currently completing the recommendations from.
• Changed the way we deliver our services to improve the way we diagnose repairs and improve our ‘first time fix’ rates.
• Introduced inspections following the completion of repairs, to check the quality of the work.
• Increased the amount of inspections we do of communal areas.

You are telling us that you are less satisfied with the cleanliness and maintenance of our communal areas again this year, and we can see there is also a small reduction in the percentage of you that agree we treat you with fairness and respect.

We have already taken steps to identify how we can improve our customer services by joining the Institute of Customer Service and this will mean we will be asking for your views moving forward, so that we can understand more about this.

We will also carry out more tenant consultation, including the involvement of our Neighbourhood Network (tenant group) to identify what the issues are which affect your satisfaction with communal areas specifically, so we can look to improve these.

We will also use the available data and information we have gathered from our communal area inspections to identify what else we can do to improve them.

If you want to know more or think you could help us improve our services – please contact us, we are always happy to help.

Overall and Repairs

Indicator	Numbers	Comment
TP01 \| Proportion of respondents who report that they are satisfied with the overall service from their landlord.	Target 77% Score 82.6%	256/310 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: " Taking everything into account, how satisfied or dissatisfied are you with the service provided by Arches Housing?".
TP02 \| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.	Target 78.7% Score 86.3%	196/229 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: " How satisfied or dissatisfied are you with the overall repairs service from Arches Housing over the last 12 months?".
TP03 \| 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.	Target 75.5% Score 86.6%	199/229 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: " How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?".
TP04 \| Proportion of respondents who report that they are satisfied that their home is well maintained.	Target 77.8% Score 84.7%	250/295 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing provides a home that is well maintained?".
RP01 \| Proportion of homes that do not meet the Decent Homes Standard.	Target 0% Score 0.1%	As of 31/03/2026 we had one property that didn't meet the Decent Home Standard.
RP02(1) \| Proportion of non-emergency responsive repairs completed within the landlord's target timescale.	Target 90% Score 85.3%	3981/4666 of non-emergency repairs completed within the year were within our target timescales, this is below our target and we are making improvements to our repairs service to improve this score.
RP02(2) \| Proportion of emergency responsive repairs completed within the landlord's target timescale.	Target 91% Score 96.6	1092/1131 emergency repairs completed within the year were within our target timescales.

Maintaining Building Safety

Indicator	Numbers	Comment
TP05 \| Proportion of respondents who report that they are satisfied that their home is safe.	Target 82.2% Score 90.6%	270/298 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Arches Housing provides a home that is safe?".
BS01 \| Proportion of homes for which all required gas safety checks have been carried out.	Target 100% Score 100%	1244/1244 of homes which are required to have gas safety checks have been carried out as at year end.
BS02 \| Proportion of homes for which all required fire risk assessments have been carried out.	Target 100% Score 100%	114 / 114 of homes which are required to have fire risk assessments have had one carried out as at year end.
BS03 \| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.	Target 100% Score 100%	639/639 homes that required asbestos management surveys or re-inspections have been carried out.
BS04 \| Proportion of homes for which all required legionella risk assessments have been carried out.	Target 100% Score 100%	1244/1244 homes which required legionella risk assessments have been carried out.
BS05 \| Proportion of homes for which all required communal passenger lift safety checks have been carried out.	Target N/A Score 0%	We do not own any dwellings for which we are responsible for passenger lift safety checks.
BS06 \| Proportion of homes for which all required electrical safety checks have been carried out	Target 100% Score 100%	1244/1244 homes which required electrical safety checks have been carried out.

Respectful and Helpful Engagement

Indicator	Numbers	Comment
TP06 \| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.	Target 67.3% Score 80.6%	225/279 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied for dissatisfied are you that Arches Housing listens to your views and acts upon them?".
TP07 \| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.	Target 76.7% Score 86.3%	245/284 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing keeps you informed about things that matter to you?".
TP08 \| Proportion of respondents who report that they agree their landlord treats them fairly and with respect.	Target 83.3% Score 88.2%	269/310 Responded "Strongly Agree" or "Agree" to the question: "To what extent do you agree or disagree with the following 'Arches Housing treats me fairly and with respect'?"?

Effective Handling of Complaints

Indicator	Numbers	Comment
TP09 \| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.	Target 40% Score 50.8%	30/59 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you with Arches Housing's approach to complaints handling?".
CH01(1) \| Number of stage one complaints received per 1,000 homes.	Target 40-60 Score 67.5	We received 84 stage one complaints in total.
CH01(2) \| Number of stage two complaints received per 1,000 homes.	Target 7 Score 7.2	We received 9 stage two complaints in total.
CH02(1) \| Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales.	Target 80% Score 100%	We received 84 stage one complaints in total this year, of which all 84 were responded to within the Housing Ombudsman's Complaint Handling Code timescales.
CH02(2) \| Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales.	Target 75% Score 100%	We received 9 stage two complaints in total, of which all 9 were responded to within the Housing Ombudsman's Complaint Handling Code timescales.

Responsible Neighbourhood Management

Indicator	Numbers	Comment
TP10 \| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.	Target 72.3% Score 78.4%	40/51 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing keeps these communal areas clean and well maintained?".
TP11 \| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.	Target 71.2% Score 82.3%	181/220 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you that Arches Housing makes a positive contribution to your neighbourhood?".
TP12 \| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.	Target 63.6% Score 77.1%	131/170 Responded that they are 'Very Satisfied' or 'Fairly Satisfied' to the question: "How satisfied or dissatisfied are you with Arches Housing's approach to handling anti-social behaviour?".
NM01(1) \| Number of anti-social behaviour cases, per 1,000 homes.	Target 50-70 Score 54.4	We received 75 reports of ASB last year.
NM01(2) \| Number of anti-social behaviour cases that involve hate incidents, per 1000 homes.	Target 1-2 Score 1.5	We received 2 reports of ASB that involved a hate incident last year.