Objective 1: Reliable repairs
We're committed to improving our repairs service by 2027 and are happy to see that our repairs satisfaction levels remain above those experienced at the end of 2025/26. In addition to this our performance in fixing repairs first time has improved, indicating positive progress in the delivery of our wider repairs service improvement programme.
Overall satisfaction with repairs
Satisfaction with last repair
Repairs fixed first time
Homes meeting the Decent Homes Standard
What we're doing
We’re pleased that satisfaction with repairs is increasing. However, we know there’s more to do as you’ve told us repairs are still taking too long, updates aren’t always clear, and missed appointments are frustrating. In late 2025 we launched our Repairs Transformation Programme which is looking to ensure our repairs service meets your needs from start to finish.
Objective 2: Professional services
Our aim is to achieve top marks against the Regulator of Social Housing's consumer standards by 2028. We're pleased to see that overall satisfaction amongst residents who rent from us is higher than last year though reduced during June, while home ownership satisfaction continues to outperform year-end levels. Satisfaction amongst residents who rent from us with delivering on commitments has declined, highlighting the need for continued focus on service recovery and early resolution.
Overall satisfaction of residents
Overall satisfaction of homeowners
Residents said we do what we said we’d do
What we're doing
We’re working hard to improve our services and achieve the performance levels our residents expect and deserve. We’re making progress and working closely with residents to ensure we’re continually focused on what matters most to you.
Objective 3: Efficient business
Summary
We're committed to restoring our financial health by 2029. This would mean that all investment into our homes and services can be covered by our annual income. Financial performance remains strong, with favourable arrears and void loss performance. Increased build handovers and sales receipts support a robust financial position, although weaker market conditions and a reduced sales pipeline present future risk.
Tenant Satisfaction Measures
In April 2023 the housing regulator introduced a new set of Tenant Satisfaction Measures, referred to as the TSMs.
Over the last year we’ve busy surveying Southern Housing residents and homeowners to find out what they think about the services we provide - from repairs to safety, neighbourhood management, complaints and more.
More information