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 addresses complaints from tenants / residents about their landlord, if the tenant / resident remains dissatisfied with the outcome of a complaint made to their landlord.

The Housing Ombudsman introduced a new complaints handling code for all providers with effect from 1 September 2020. The new code was in response to concerns that tenants / residents were not having their views heard by their landlords. We have conducted a self assessment against the new complaints handling code, the results of which are detailed in our self assessment document.

Resident satisfaction survey

At Sutton Housing Society we carried out our first Tenant Satisfaction Survey (TSMs) during 2023.  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 spring / early summer 2023, with the management data TSMs being recorded at the end of the 2023 / 2024 financial year. Both sets of results can be found below.

TSM survey results

TSM management data results

52.5% of residents returned their survey forms, 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 (July 2024)

HOC meeting minutes (April 2024)

HOC meeting minutes (January 2024)

Board Members Declarations of Interest log

Declarations of interest log