Results
In 2025/26, with support from Acuity, we carried out perception surveys on more than 350 tenants, asking them to rate how they feel we are performing as a landlord against the TSM’s. You can read the summary of approach to the tenant perception surveys and the questionnaire used to gather tenant responses here.
The below table indicates how our tenants responded and how our scores have changed from 2024/25. You can also read the summary report here.
| Ref no | What we asked our tenants | 2024/25 score | 2025/26 score | % Change |
| TP01 | Overall satisfaction of housing services | 54% | 58% | +4% |
| TP02 | Satisfaction with overall repairs service received in last 12 months | 63% | 65% | +2% |
| TP03 | Satisfaction with time taken to complete most recent repair | 65% | 62% | -3% |
| TP04 | Satisfaction that their home is well maintained | 54% | 59% | +5% |
| TP05 | Satisfaction that their home is safe | 63% | 67% | +4% |
| TP06 | Satisfaction that Castle Point listens to their views and acts upon them | 40% | 53% | +13% |
| TP07 | Satisfaction that Castle Point keeps them informed about things that matter to them | 58% | 66% | +8% |
| TP08 | Satisfaction that Castle Point treats them fairly and with respect | 65% | 68% | +3% |
| TP09 | Satisfaction with Castle Point’s approach to handling complaints | 23% | 26% | +3% |
| TP10 | Satisfaction that Castle Point keeps communal areas clean and well maintained | 56% | 56% | None |
| TP11 | Satisfaction that Castle Point makes a positive contribution to neighbourhood | 49% | 56% | +7% |
| TP12 | Satisfaction with Castle Point’s approach to handling antisocial behaviour (ASB) | 43% | 45% | +2% |
Operational Performance
Our operational performance scores are derived from internal systems and records (not surveys) and reflect how we are performing in key service areas.
| Ref no | Description of standard | Performance 24/25 | Performance 25/26 | % Change |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 100% | 99.91% | - 0.09% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out | 100% | 100% | No change |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 0% | 100% | + 100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 100% | 100% | No change |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% | 100% | No change |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 0.90% | 10.32% | + 9.42% |
| RP02 | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (28 working days) | 92.6% |
94.2% (average time to complete: 25.29 days) |
+1.6% |
| RP02 | Proportion of emergency repairs completed in the landlord’s target timescale (24 hours) | 93.2% |
93.8% (average time to complete: 22hrs 56 mins) |
+ 0.6% |
| NM01 | Number of antisocial behaviour (ASB) cases opened (per 1,000 homes) | 16.6 | 28.0 | + 11.4 |
| NM02 | Number of antisocial behaviour (ASB) cases that involve hate incidents opened (per 1,000 homes) | 1.3 | 0 | - 1.3 |
| CH01 | Number of stage 1 complaints received (per 1,000 homes) | 19.2 | 101.9 | + 82.7 |
| CH01 | Number of stage 2 complaints received (per 1,000 homes) | 2.7 | 22.0 | + 19.3 |
| CH02 | Proportion of stage 1 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 69% | 100% | + 31% |
| CH02 | Proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 75% | 100% | + 25% |
Lessons learnt
Overall satisfaction with Housing Services has increased since last year which shows that improvements are starting to have an impact.
More residents feel their homes are well maintained and safe. Satisfaction with repairs completed in the last 12 months has also gone up, showing progress in keeping homes in good condition. However, satisfaction with the time taken to complete repairs fell slightly. Improving the speed and reliability of repairs is a key focus for Wates, our new contractor.
Results for neighbourhoods and communal areas are mixed. Satisfaction with communal areas has stayed the same. Funding has been agreed to improve these areas and tenant feedback will help decide which areas are improved first. More tenants feel that the Council listens and acts on feedback, and satisfaction with being kept informed has increased significantly. While satisfaction with complaints handling has improved slightly, it is still one of the lowest scoring areas and needs further improvement.
Next steps
We will use these results to focus on the areas that matter most to tenants, including repairs, complaints and neighbourhood services. Tenants and leaseholders will be involved through the Influence and Engagement Framework to help review performance.