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.

Find out more about the Housing Ombudsman Service (this link 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 4th September 2025 following review by our Customer Feedback Panel and Resident Voice Panel, and signed on its behalf by Lesley Dixon, Chair,  John Wood, Member Responsible for Complaints, and Nigel Hennerley, Chair of the Resident Voice Panel.  

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.

Complaints and Service Improvement Report - 2024-2025 (this link will open in a new window)

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

Complaints Self Assessment - 2024-2025 (this link will open in a new window)
Action Plan for Improvement - 2025-2026 (this link will open in a new window)

 

Landlord Performance Reports from the Housing Ombudsman

The Housing Ombudsman issues landlord reports for landlords with five or more findings of maladministration. This included us for the period 2023-2024, and 2024-2025. 

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

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

Financial statements

Financial statements

Financial statements show how money is spent and how each part of the Group is doing.  You can read the financial statements for each part of the Regenda Group.

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 (this link will open in a new window.)

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.

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