We regularly measure our performance to make sure we’re getting the basics right, treating residents with fairness and respect and sharing our progress.
The Regulator of Social Housing - GOV.UK (www.gov.uk) sets standards to ensure that our residents are provided with quality accommodation, have choice and protection. It makes sure we are well-managed and financially stable.
Under the Regulator's Consumer Standards, it's important we provide information to our residents about your rights and our legal obligations in connection with the homes and services we provide.
In general, this information applies to social and affordable homes. If you own a shared ownership home, please see Information for home owners.
What you can expect from us
The Regulator measures us against the new consumer standards for social housing as well as monitoring us for performance against complaints. As part of this, we collect information about our performance against the tenant satisfaction measures. We publish our performance against the Tenant Satisfaction Measures once a year.
We also report on how we’ve worked with engaged residents through our resident impact report. And we report on our wider operational financial, environmental, social and governance performance and social impact performance through our annual resident review, annual reports, ESG report, and Social Impact report.
How we are doing: Tenant Satisfaction Measures
New Consumer Standards for Social Housing
How we deal with complaints
Resident involvement
View from the Board: Update from the Chair
Resident Review 2023/24
Want to know how we did last year? Read our Resident Review to find out how we’re doing on the services that matter to you.
Resident involvement
This year, we held:
- 53 resident meetings
- 59 focus groups (33 online, 26 in-person)
- 4 listening events
- 18 projects on our online platform, The Garden
- 22 meetings with our resident action groups
We held both in-person (37) and online (49) events to make it easier for you to join in.
Complaints
When things go wrong, you let us know that something has gone wrong, we'll make every effort to put it right.
Responsible Persons
Elly Hoult
Deputy Chief Executive and Chief Operating Officer, has responsibility for ensuring our compliance with the Consumer Standards.
Peter Evans
Executive Director of Property Services and Asset Management, is responsible for monitoring Peabody’s compliance with health and safety requirements.