Performance Reports
We are committed to the delivery of first class housing services that continually improve and meet our customers’ needs and aspirations.
We aim to provide high-quality homes and our priority focus is to keep buildings safe and well maintained.
Tenant Satisfaction Measures
The Regulator of Social Housing (RSH) sets out their expectations of all providers in the Regulatory Standards.
One of these requirements is to collect and publish performance information on Tenant Satisfaction Measures (TSMs). This is set out in the Consumer Standards.
In line with this expectation we have carried out an annual tenant perception survey.
The TSM data will help the RSH monitor how social housing landlords in England are performing in their duties to provide good quality homes and services. Key areas include overall satisfaction with the landlord, repairs, ASB, complaints and communication.
The TSM survey was carried out by post, electronically and by telephone. Tenants could choose how and if they would like to participate. We surveyed all our residents and received an 83% response rate.
We have reached out to tenants expressing dissatisfaction where appropriate to see if there are any outstanding actions in relation to the issue raised. We have also reviewed the TSM information to develop how we deliver future services.
The full year of TSM results are published below and in the Annual Review.
If you would like to know more about the TSMs, you can find out more through the Regulator of Social Housing Guide: How we regulate – GOV.UK (www.gov.uk)
2023/24 TSM Results from Customer Perception Surveys:
2023/24 TSM Results From Customer Perception Surveys
| TSM Ref: |
Description |
2023/24 Results |
| BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
100% |
| BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
| BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
| BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
N/A |
| BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
N/A |
| NM01 (1) |
Number of anti-social behaviour cases, opened per 1,000 homes. |
0 |
| NM01 (2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
0 |
| RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
0 |
| RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
92.19% |
| RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
86.05% |
| CH01 (1) |
Number of stage one complaints received per 1,000 homes. |
0 |
| CH01 (2) |
Number of stage two complaints received per 1,000 homes. |
0 |
| CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
N/A |
| CH02 (2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
N/A |
Complaints Performance
‘As the member responsible for complaints (MRC) Claire Stone has reviewed the statutory Complaint Handling Code and is satisfied that the self-assessment is an accurate reflection of Lumen’s position. In addition, the Lumen Housing Tenant Engagement and Communications Strategy underpins our approach by setting out our core principles such as being open, transparent and honest, and making it easy for tenants to contact us and access our services. Actions to further embed these principles are also reflected in the Complaints and Service Improvement Plan. This provides the board with the assurance that, whilst we have not received any formal complaints, they would be handled in line with these principles’.
Complaints Handling Code Self Assessment April 2024 PDF
Lumen Housing Complaints and Service Improvement Report April 2024 PDF
