Metrics That Matter

January 2026

Our Resident Voice Panel (RVP) met on 28th January 2026, and for part of the meeting the RVP reviewed our performance against these metrics.

RVP received a report on our performance against the Metrics that Matter a week before the meeting. Members agreed this was a good thing and gave more time in the meeting to talk and ask questions about certain results. 

• RVP members questioned why there was a dip in performance in satisfaction with overall repairs and maintenance (transactional.) The Panel talked about a usual 'seasonal' dip for all survey results during December. We are doing more analysis to look at how happy our customers are with repairs completed by M&Y and other subcontractors.
• RVP members highlighted the satisfaction result for overall communal contracts (including window cleaning, communal cleaning, grounds maintenance) as it seemed low at 52.2%. The panel talked about the recent customer consultation about communal cleaning and the action plan from the consultation. The action plan will make communication clearer, including sharing what is and isn't included in the contracts to be made clear and visible to customers. 

October 2025

Our Resident Voice Panel (RVP) met on 22nd October 2025 to review our performance against these measures. 

RVP commented that they felt the new reporting style gave more in depth information on what Regenda were doing in respect of any Metrics that Matter that weren't reaching targets.

What we are doing to improve performance:

• ASB reporting - A small number of customers are responding to this Tenant Satisfaction Measure. It was agreed that Regenda would work on a comms campaign to raise awareness, remove barriers and increase customer confidence that they can report hate crime and domestic abuse to us and we will work with partners to support our customers.
• ASB satisfaction - One RVP member highlighted work done by the Regenda team in Fleetwood to reduce drug activity  and resulted in positive feedback within the community.  It was suggested that Regenda should promote good news stories.
• Communal Area cleaning contracts target - it was agreed to discuss that at the next RVP meeting.

July 2025

Our Resident Voice Panel (RVP) met in July 2025 to review the first three months performance against the new Metrics that Matter.

RVP chose new metrics to review for 2025 — 2026. They commented that they felt the new refreshed Metrics that Matter give a better understanding of performance that they feel matter to customers.

What we are doing to improve our performance and provide a better service for our customers:

• Tenant Satisfaction Measure Low Cost Home Ownership (LCHO) satisfaction - Not a concern at end of Quarter 1 due to low numbers of responses. We are carrying out a campaign to increase response rates. RVP highlighted that it was good to see an improvement in performance, albeit still below target.
• Repairs Follow on Rates - We are putting in place a change to our process change including checking with Planning Team if operative on site has the capacity to complete the works whilst on the current visit. We are also looking at reasons for Follow on Works.

In 2025-2026 the Resident Voice Panel monitored the following metrics:

Financial

• Income collection (Regenda collecting rent and service charge money from residents)
• CTA's as % of rent debit (Regenda Homes and Redwing)

Customer

• Net Promotor Score (Would you recommend us?)
• Overall satisfaction with services provided by Regenda as a landlord (This is also a Tenant Satisfaction Measure — for Low Cost Rental Accommodation)
• Overall satisfaction with services provided by Regenda as a landlord (This is also a Tenant Satisfaction Measure — for Low Cost Home Ownership)
• Satisfaction with repairs and maintenance service (transactional)
• Satisfaction with communal area contracts (transactional)
• Satisfaction that the landlord is easy to deal with (for Low Cost Rental Accommodation)
• Satisfaction that the landlord is easy to deal with (for Low Cost Home Ownership)
• Satisfaction that the customer can trust the landlord to do what they say they will do (for Low Cost Rental Accommodation)
• Satisfaction that the customer can trust the landlord to do what they say they will do (for Low Cost Home Ownership)
• Overall satisfaction with the way we handled your complaint (transactional)

Governance

• Repairs follow-on rate (This means where a repair may need multiple trades such as a plumber and an electrician, who may follow on from each other or if a job requires a specific replacement part.)

People

• Employee initiated staff turnover (When a member of Regenda staff decides to leave their job on their own)
• Case study in respect of complaints upheld regarding staff behaviour or attitude.

Metrics that Matter — 2024 — 2025

In 2024-2025, the Resident Voice Panel monitored the following metrics:

• Net Promotor Score (Would you recommend us?)
• Average relet cost for void repairs per property
• % of first resolution complaints resolved within target (overall)
• Average relet time for available to let properties (excluding majors)
• % of tenancies ending within 12 months.

Resident Voice Panel Key Performance Indicators

KPI	Target 2024/2025	Quarter 1 April–June 2024	Quarter 2  April — September 2024	Quarter 3 April — December 2024	Quarter 4 Jan — March 2025	Year End 2024-2025
Net Promotor Score (Would you recommend us?)	+50	+41	+51	+53	+53	+53
Average relet cost for void repairs per property	£3,232	£3,341	£3271	£3409	£3236	£3362
% of first resolution complaints resolved within target (overall)	96%	94.4%	94.5%	94.5%	97.4%	95.2%
Average relet time for available to let properties (excluding majors)	14 days	16.2 days	15.4 days	15.8 days	14.6 days	15.5 days
% of tenancies terminating within 12 months	7%	6%	7%	8%	9%	8%

How do we measure Metrics That Matter?

We want to make sure we are being open and honest about how we are performing. And that means making our data easy to understand. 

The following information should help you understand our data better. If you have any more questions about how we are performing, you can get in touch with us:  info@redwing.co.uk 

How we compare our performance with other landlords

• Benchmarking 1 * — HouseMark compares our performance with similar size housing associations with 10,000 to 20,000 properties. (2023/2024.)
  
  
• Benchmarking 2 ** — HouseMark also compares our performance against 217 housing associations and Local Authorities across the United Kingdom based on 2024 to 2025 'First Look' results for Tenant Satisfaction Measures.
  
  
• We use quartiles to split all landlords' performance:
  
  
  
  

  How we benchmark our performance in quartiles

  Quartile 1	Top 25% performing housing associations
  Quartile 2	Top 50% performing housing associations
  Median	Mid point
  Quartile 3	Bottom 50% performing housing associations
  Quartile 4	Bottom 25% performing housing associations

What are we aiming for?

• In some areas, we are looking to increase (MAX) our performance, and we are looking to reduce things in other areas (MIN), such as anti-social behaviour. This explains whether we are aiming to minimise or maximise results. For example, we aim to MAXIMISE (increase) satisfaction but aim to MINIMISE (reduce) the % of repairs follow on rate.
  
  
• We set ourself targets and review them throughout the year. We use smiley faces to show where we are performing against our targets:
  
  • Green shading means we are hitting the target we set.
  • Amber shading means we are close to hitting the target we set.
  • Red shading means we are below the target we set. 
  • Grey shading means that we don't set a target or we are waiting for a full year of data to report on our performance.