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

The satisfaction of tenants and residents (STAR) survey was last carried out in October 2021. The results are outlined in our resident satisfaction survey report.

Housing Operation Committee

HOC meeting minutes (January 2024)

HOC meeting minutes (October 2023)

HOC meeting minutes (July 2023)

Board Members Declarations of Interest log

Declarations of interest log

Sutton Housing Resident’s App

Our Resident’s App gives you 24/7 access to many services and to information specific to you. This simple tool means that everything from your rent statements to scheme information can be accessed anytime, anywhere with the tap of a button.

Find out more

The resident app makes it easy to deal with Sutton Housing Society.

Nigel Coo, resident