Our performance

Please see our publications page for our annual reports which summarise our performance results each year.

Continuous improvement

Each month all staff review our performance and look at how we are doing, as well as how we can improve our services to residents. We benchmark ourselves against other landlords as an indication of how we are performing. We are guided by the Regulator for Social Housing (RSH) and are committed to meeting, and where possible exceeding, the expectations set in the regulator’s economic and consumer standards.

Resident feedback

Residents assist us in measuring our performance by providing and responding to feedback forms, questionnaires, telephone surveys, and by making compliments and complaints.

Since January 2022, a residents’ group (made up of volunteers) has begun monitoring performance against our Residents’ Charter, which was introduced in September 2021. This group reviews performance information and considers trends and areas of improvement.

Complaints handling

Like all registered providers, we are required to participate in the Housing Ombudsman Scheme. The Housing Ombudsman service will investigate a complaint if you have exhausted SHS’ Complaints procedure; they would need to be contacted within 12 months of your complaint.

Sutton Housing Society regularly reviews its compliance with the Housing Ombudsman’s “complaints handling code”. This code requires a self-assessment to be carried out. The results of which are detailed in our self assessment document.

The Housing Ombudsman Service encourages residents to make use of their online complaint form, available from their website, which is in their contact details below:

Housing Ombudsman Service
PO Box 1484, Unit D
Preston PR2 0ET

Tel: 0300 111 3000
Lo-call: 0845 712 5973
housing-ombudsman.org.uk

Resident satisfaction survey

At Sutton Housing Society we carried out our second Tenant Satisfaction Measures survey (TSM) during 2025. The TSMs are divided between perception surveys (questions asked of our residents) and our in-house management data for issues such as health and safety compliance. The perception survey was carried out late summer / early autumn 2025, with the management data TSM being recorded at the end of the 2025 / 2026 financial year. The full set of results are available for download below:

Full TSM survey results 2025-2026

54% of residents returned their TSM survey form, which ensures that the survey is statistically valid (a 45% return is required for the survey to be statistically valid).

Should you have any queries regarding our TSM results, please contact Glynis Gatenby, Operations Director via our email address: hello@shsoc.org.uk

Housing Operation Committee

HOC meeting minutes (April 2025)

HOC meeting minutes (July 2025)

HOC meeting minutes (October 2025)

HOC meeting minutes (January 2026)

Board members declarations of interest log

Declarations of interest log