The government body called The Regulator of Social Housing has set the following Tenant Satisfaction Measures which housing associations must report on each year.
These are a core set of defined measures to help tenants see how well their landlord is performing. Below are our quarterly figures, for an overall annual picture click here:
| Tenant perception measure | Rent | Shared ownership | |
|---|---|---|---|
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Proportion of respondents who report that they are satisfied with the overall service from their landlord | 84% | 57% |
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Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service (rented homes only) | 83% | N/A |
 |
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 (rented homes only) | 73% | N/A |
 |
Proportion of respondents who report that they are satisfied that their home is well maintained | 82% | N/A |
 |
Proportion of respondents who report that they are satisfied that their home is safe | 88% | 61% |
 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 67% | 35% |
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Proportion of respondents who report that their landlord keeps them informed about things that matter to them | 71% | 58% |
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Proportion of respondents who report that they agree that their landlord treats them fairly and with respect | 87% | 62% |
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Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaint handling | 16% | 6% |
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Proportion of respondents with communal areas who report that they are satisfied that their landlords keeps communal areas clean and well maintained | 46% | 24% |
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Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 56% | 24% |
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Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour | 46% | 24% |
| Tenant satisfaction measure | Westward performance in 2024-25 |
Benchmarking Landlord Median 2024-25 |
Westward performance in 2023-24 | |
|---|---|---|---|---|
 |
Proportion of homes for which all required gas safety checks have been carried out | 100% | 100% | 100% |
|
Proportion of homes for which all fire risk assessments have been carried out | 100% | 100% | 100% |
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Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 99.9% | 100% | 99% |
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Proportion of homes for which all required legionella risk assessments have been carried out | 100% | 100% | 100% |
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Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 100% | 100% |
