Our annual and financial reports set out our achievements over the last financial year; explain how we’ve responded to the challenges that we’ve faced and outline how we plan to develop and grow in the best interests of our customers and communities.
Tenant Satisfaction Measures (TSMs) are set by the Regulator of Social Housing to make sure tenants receive safe, well-maintained homes and good service. They cover things like repairs, safety, communication, complaints, and neighbourhood management, giving you a better view of how your landlord is doing.
Our 2024 / 25 Results
Survey Overview
Between 4th June 2024 to 10th February 2025, our Customer 1st Team made 590 telephone surveys. Overall, customer satisfaction with our services increased to 83.9, up from 80.1 last year.
The biggest improvement was in satisfaction with how we handle anti-social behaviour, which rose to 66.2 from 52.7 the previous year.
The only area to see a decline was satisfaction with the cleanliness and maintenance of communal areas, which dropped to 72.8 from 75.7 last year.
Find out more about our results
Our 2024 / 25 Tenant Satisfaction Measures Full Results
Our 2024 / 25 Tenant Satisfaction Summary
Our 2024 / 25 Questionnaire
Our 2023 / 24 Results
Each year we produce an annual review for tenants detailing how we have performed in the year. We are regulated by the government’s Regulator for Social Housing (RSH) which monitors our housing services to ensure we meet all required standards. This report looks at how we meet RSH standards by letting you know how we have performed and how we will improve our services. Our Annual Tenant Reports can be downloaded using the links below however if you would like a hard copy, please contact us.
Our Complaints Annual Report sets out our performance from the previous year, this year’s report is from April 2024 – March 2025. You can find the report here
As well as producing our Annual Report we also publish a response from our board which can be found below:
We as a Board want to acknowledge that the Housing Ombudsman’s audit, which covers complaints from 2022/23, highlights areas where we did not deliver the level of service and support our customers deserve. We recognise the areas for improvement and are working hard to improve the service we provide and to ensure we maintain compliance with the Ombudsman Code.
Since these complaints were raised, we have already taken significant steps to ensure these issues do not happen again. This year, we have invested in our complaints service and team and are committed to delivering a high quality service for our customers. We have reviewed and improved our complaints process, including appointing a dedicated Complaints Assistant to support customers throughout the process and working to reduce the time it takes to investigate complaints.
We take complaints from our customers very seriously and we are committed to doing better and to continually improving the service we provide. We are a learning organisation and want to hear about the experiences of our customers, using complaints to drive improvements and be open to hearing the feedback on where we have not met customer expectations. The changes we have already put in place will help to improve our service and continue to be an anchor organisation within our local community
The aims of our new engagement plan build on our strong foundations, reaffirming our commitment to engage, influence and act, working together with customers and the community to shape the future for everyone who calls Castle Vale home.
You can read our plan here
Voice of the Customer
Our refreshed Voice of the Customer Forum ensures customer feedback drives real change. Each quarter we review Tenant Satisfaction Measures (TSM), transactional surveys, complaints, and insights from Listening Hubs and customer meetings.
We identify key themes, agree actions, and track progress to improve services. A quarterly TSM summary, including RAG ratings and customer comments, is shared with the Customer Involvement Committee.
We’ve introduced a new framework to close the loop with customers who request contact or express dissatisfaction in surveys.
Engagement channels include:
- You Said, We Did updates
- Listening Hubs and partnership events
- Customer panels: Searchlight, Readers Panel, Block Champions, Green Champions
We are proud to share our Equality, Diversity, and Inclusion (EDI) Strategy, which sets out how we’re creating a more inclusive and supportive environment, both for our customers and our colleagues.
Our vision is to build places where people feel safe, connected, and belong. Within our organisation, we’re committed to developing a workplace where everyone can be their authentic selves and feel valued for the unique perspectives they bring.
This strategy is a key part of delivering our Corporate Plan. It helps us respond to the challenges and opportunities we face as both a landlord and an employer, ensuring our services reflect the diverse needs of the communities we serve.
Over the past five years, we’ve made real progress in embedding EDI into our culture. This strategy builds on that foundation, supporting our continued growth and evolution as an organisation.
Here you can find our first sustainability report under the Sustainability Reporting Standard for Social Housing. This report brings together our journey to meet our environmental, social and governance goals.
Here you’ll find all the key policies that guide our relationship with you, our valued customer. Whether you’re looking for information on your home ownership, privacy, CCTV, or anything in between, this page brings everything together in one place.