How are we doing (Tenant Satisfaction Measures)
A regular update on our services, performance and the changes we are making At Portus Supported Housing, we want to be open about the service we provide, how we are performing and how customer feedback is helping us improve.
Our Progress
This page brings together key updates about our homes and services, including repairs, safety, housing management, complaints and customer satisfaction. It is here to help you understand what you can expect from us, what we are doing well and where we are focusing our efforts to improve.
Our aim is to provide safe spaces for independent living and to make sure customers, support providers and partners can clearly see the progress we are making.
On this page
We will be continually updating this page as information becomes available. We will include:
- Service performance overview
- Customer satisfaction
- What we are improving
- You said, we did
- How to share your feedback
You said, we did
We are in the early stages of building our customer feedback approach as a newly established organisation.
As we gather feedback from customers, support providers and partners, we will use this section to show how your views are shaping the services we provide and the improvements we make.
We are committed to listening, learning and acting on feedback, and this page will be updated regularly to reflect that.
Annual Tenant Satisfaction Measures Tenant Perception | Year End 2025/26
Your feedback plays an important part in helping us understand what we are doing well and where we can improve.
Each year, housing providers are required to collect and report a set of Tenant Satisfaction Measures (TSMs) to the Regulator of Social Housing. These measures help show how tenants feel about the services they receive and how well landlords are performing.
Earlier this year you gave your feedback and we would like to thank everyone who took the time to give us their feedback.
By telling us honestly and anonymously about your experiences, you help us understand what matters most to you. This includes keeping homes in good repair, providing a helpful and respectful service and looking after the communities where you live.
Your feedback helps us decide where we need to focus our attention and how we can continue improving our services for all tenants.
You can see our Tenant Satisfaction Measures and management performance results for 2025/26 below.
Overall satisfaction
63%
Satisfaction with repairs
64%
Satisfaction with time taken to complete most recent repair
52%
Satisfaction that the home is well maintained
62%
Satisfaction that the home is safe
66%
Satisfaction that the landlord listens to tenant views and acts upon them
53%
Satisfaction that the landlord keeps tenants informed about things that matter to them
57%
Agreement that the landlord treats tenants fairly with respect
71%
Satisfaction with the landlord’s approach to handling complaints
49%
Satisfaction that the landlord keeps communal areas clean and well maintained
63%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
53%
Satisfaction with the landlord’s approach to handling antisocial behaviour
54%
Annual Tenant Satisfaction Measures Management Information | Year End 2025/26
In addition to the Tenant Perception Measures, we report the 10 management performance measures annually. These are management performance measures for 2025/26:
Complaints & ASB
|
Measure |
Result |
|---|---|
|
CH01 – Stage 1 complaints per 1,000 homes |
51.2 |
|
CH01 – Stage 2 complaints per 1,000 homes |
1.8 |
|
CH02 – Stage 1 complaints responded to within Complaint Handling Code timescale |
94.8% |
|
CH02 – Stage 2 complaints responded to within Complaint Handling Code timescale |
100% |
|
NM01 – Antisocial behaviour cases per 1,000 homes |
47.7 |
|
NM01 – Antisocial behaviour cases involving hate incidents per 1,000 homes |
2.2 |
Repairs
|
Measure |
Result |
|
RP01 – Homes not meeting Decent Homes Standard |
0.2% |
|
RP02 – Non-emergency repairs completed within target |
95% |
|
RP02 – Emergency repairs completed within target |
97% |
Building Safety
|
Measure |
Result |
|---|---|
|
BS01 – Gas safety |
100% |
|
BS02 – Fire safety |
99.8% |
|
BS03 – Asbestos |
100% |
|
BS04 – Water safety |
100% |
|
BS05 – Lifts |
100% |
How can we help?
The following sections will help you to understand your home. If you're not sure, then please just get in touch...
Customer area
Our Customer Area – your space for everything to do with living in your home. From repairs and rent to general information and updates, it’s all in one easy place – simple, helpful and built around you.
Complaints, Compliments and Feedback
We value what you have to say. Whether you want to tell us we’ve done something well, suggest an improvement, or raise a concern, your feedback helps us make our services better for everyone.
How are we doing (Tenant Satisfaction Measures)
A regular update on our services, performance and the changes we are making At Portus Supported Housing, we want to be open about the service we provide, how we are performing and how customer feedback is helping us improve.
Housing Officers
Our Housing Officers are here to support you throughout your time with Portus Supported Housing. Through regular home visits and day-to-day contact, they help customers maintain their tenancy, live independently and get the most from their home. Whether you have a question, need advice or need help with a housing-related issue, our Housing Officers are here to help. Meet the team below.
STAIRS
At Portus Supported Housing, we want customers to be able to access clear information about their home, our services and how we make decisions.
Damp and Mould
At Portus Supported Housing, we want every customer to live in a safe, warm, and healthy home. Damp, mould and biofilm can affect your comfort and wellbeing. Here we explain what these issues are, how to report them and how we will work with you to put things right.
