Our performance

We want to make it easy for you to see how we are performing against our corporate objectives and against other similar sized housing associations in our region. In this section, you will find our financial statements, our latest annual reports and our Value for Money statement.

Complaints performance

From 1 April 2024, the Housing Ombudsman’s Complaint Handling Code became law. This means all landlords must follow its rules when dealing with complaints.

One key requirement is that landlords must publish a Complaints Performance and Service Improvement Report every year. This report helps residents and scrutiny groups see how well complaints are being handled and what’s being done to improve services.

Click here to find out more about the Housing Ombudsman Service (this takes you to another website). 

Statement of compliance

Listening to customers and acting on feedback is a key part of how we run our organisation. It’s built into our governance and reporting processes.

When preparing this annual complaints report, our Board followed the principles in the Housing Ombudsman’s Complaint Handling Code and its self-assessment guidance.

We also carried out a detailed review of the evidence behind our self-assessment. This was led by the Board Member responsible for complaints, to make sure everything was checked thoroughly.

Our annual complaints report was approved by the Board on 16 May 2024 following review by our Customer Feedback Panel and Resident Voice Panel, and signed on its behalf by Lesley Dixon, Chair, and John Wood, Member Responsible for Complaints .  

Our Complaints and Service Improvement Report

This report outlines how we are performing against our complaints service standards and includes a self-assessment against the Housing Ombudman’s Complaint Handling Code. It outlines where we have got things wrong and what actions we have taken to improve our service.

We have published our self-assessment against the Complaints Code within the report above, and as a stand-alone version below:

 

Landlord Performance Reports

The Housing Ombudsman has published our Landlord Performance Report for 2023 — 2024. 

The Housing Ombudsman issues landlord reports for landlords with five or more findings of maladministration. 

Read our Landlord Performance Report for 2023-2024 (this link will open in a new window)

Read our Landlord Performance Report for 2024-2025 (this link will open in a new window)

 

Alternative formats

If you require these documents in another format (including printed copies or large print), please email: marketingandcommunications@regenda.org.uk

Value for money

We work hard to make the best use of our time, money and resources. This helps us:

  • Reach our goals

  • Do what you need us to do

  • Stay focused on why we provide our services

Our Corporate Plan sets out what we aim to do. It includes clear targets so we can check our progress and compare with others.

Our Executive Team and Board review how we’re doing to make sure we stay on track.

To see how we’re performing, download our Value for Money Statement 2023–2024 (opens in a new tab).

Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well social housing landlords in England are doing at providing good quality homes and services.    

There are 22 TSMs. 12 come from customer surveys and 10 come from information we hold in our systems.  

They aim to drive up standards and improve the quality of social housing, ensuring we can be held accountable for the quality of service we provide.   

The TSMs focus on the following five key areas:  

  • Keeping properties in good repair  

  • Maintaining building safety   

  • Respectful and helpful engagement  

  • Effective handling of complaints  

  • Responsible neighbourhood management  

 

Find out more about our Tenant Satisfaction Measures and read the results in full: Tenant Satisfaction Measures

Metrics That Matter

As well as monitoring Regenda and Redwing’s Tenant Satisfaction Measures, the our Resident Voice Panel also monitors some of our targets based on what is more important to residents. These are called the Metrics that Matter.

The measures are reviewed throughout the year, to ensure we are reporting on the areas that are relevant to our residents. 

Resident Voice Panel monitors key performance indicators, they may change during the year, to make sure we are reporting on the areas that are relevant to not only internal but external factors.

The tables below shows how we are performing based on the Metrics that Matter for that period.