Survey results for rental households
Overall customer satisfaction
Satisfaction that their home is well maintained
Satisfaction that their home is safe
Satisfied with the time taken to complete repairs
Satisfaction with repairs over the last 12 months
Agreement that we treat residents fairly and with respect
Satisfaction that we keep residents informed
Satisfaction that we listen to residents views and act upon them
Satisfaction that we keep communal areas clean and well maintained
Satisfied that we make a positive contribution to neighbourhoods
Satisfaction with our approach to handling antisocial behaviour
Satisfaction with our approach to handling complaints
Survey results for shared ownership households
Overall customer satisfaction
Satisfaction that their home is safe
Agreement that we treat residents fairly and with respect
Satisfaction that we keep residents informed
Satisfaction that we listen to residents views and act upon them
Satisfaction that we keep communal areas clean and well maintained
Satisfied that we make a positive contribution to neighbourhoods
Satisfaction with our approach to handling antisocial behaviour
Satisfaction with our approach to handling complaints
Management information
Data is from 2024-25 management information
Maintenance and safety
Data is from 2024-25 management information
Repairs completed within target timescale - non emergency
Repairs completed within target timescale - emergency
Of homes with all required gas safety checks
Of homes with required fire safety checks
Of homes with required asbestos safety checks
Of homes do not meet the Decent Homes Standard
Complaints
Complaints relative to the size of the landlord – based on the number of complaints the landlord receives for each 1000 homes they own
Stage 1
- Low Cost Rental Accommodation: 12
- Low Cost Home Ownership: 0
Stage 2
- Low Cost Rental Accommodation: 2
- Low Cost Home Ownership: 0
The calculation for these metrics requires the results to be expressed per 1,000 homes. The formula scales up the actual number of complaints to reach a pro-rata amount set at 1,000 stock. The actual number of complaints are:
Stage 1
- Low Cost Rental Accommodation (x491 homes): 6
- Low Cost Home Ownership (x100 homes): 0
Stage 2
- Low Cost Rental Accommodation (x491 homes): 1
- Low Cost Home Ownership (x100 homes): 0
Data is from 2024-25 management information
Complaints responded to within Complaint Handling Code timescales
Stage 1
- Low Cost Rental Accommodation: 100%
- Low Cost Home Ownership: n/a
Stage 2
- Low Cost Rental Accommodation: 100%
- Low Cost Home Ownership: n/a
Data is from 2024-25 management information
Anti-social behaviour
Anti-social behaviour (ASB) cases relative to the size of the landlord – based on the number of ASB cases the landlord opened for each 1000 homes they own
- Low Cost Rental Accommodation and Low Cost Home Ownership combined: 98
Anti-social behaviour (ASB) cases involving hate crime relative to the size of the landlord – based on the number of ASB cases the landlord opened for each 1000 homes they own
- Low Cost Rental Accommodation and Low Cost Home Ownership combined: 1.7
The calculation for these metrics requires the results to be expressed per 1,000 homes. The formula scales up the actual number of complaints to reach a pro-rata amount set at 1,000 stock. The actual number of ASB cases opened are:
- ASB cases (LCRA and LCHO combined: x591 homes): 58
- ASB cases involving hate crime (LCRA and LCHO combined: x591 homes): 1
Data is from 2024-25 management information
How we did the survey
Number of responses:
- Rented: 491 surveys were sent and 227 responded (46%)
- Shared Ownership: 100 surveys were sent and 34 responded (34%)
Timing of survey:
- Start: 1 September 2025
- Close: 30 October 2025
Collection methods:
- Stage one – telephone survey: all residents were called at least five times
- Stage two – online survey: sent to all non-respondents using emails and SMS messages
- Stage three – postal survey: sent to all non-respondents
Sample method:
- Census approach (contacted households)
Representativeness of the sample against tenante population
For the overall results the Regulator of Social Housing recommend that landlords with under 2,500 properties achieve a sampling error of at least ±5% at the 95% confidence level.
For WRHA, 260 responses were received for the overall service question, from the 594 residents, and this response is high enough to conclude that the findings are accurate to within ±4.56%, within the recommended margin of error.
Role of external contractors
- The survey was carried out by Acuity
Incentives offered:
- Entry into a prize draw to win £100 shopping voucher
Management data:
- This is for year end: 01 April 2024 to 31 March 2025