Sales and lettings 0151 703 3703 Property management 0344 736 0063
Our performance
We want to make it easy for you to see how we are performing against our corporate objectives and against other similar sized housing associations in our region. In this section, you will find our financial statements, our latest annual reports and our Value for Money statement.
Performance reports
Read our latest annual report, which details our performance in 2023/24 (this will open a new window) - Read our Annual Report for 2023/2024
Environmental, Social and Governance Report - Read our ESG report 2023
Alternative formats
If you require these documents in another format (including printed copies or large print), please contact our Marketing and Communications Team:
Complaints performance
The Housing Ombudsman’s Complaint Handling Code became mandatory on 1st April 2024, meaning that landlords are obliged by law to follow its requirements. The Code requires landlords to publish an annual Complaints Performance and Service Improvement report for scrutiny and challenge.
You can find out more about the Housing Ombudsman Service
here: Residents | Social housing | Housing Ombudsman Service (this link will open in a new window).
Statement of compliance
Ensuring we listen and respond to customer feedback is embedded within our Governance structure and reporting framework . In preparing this annual complaints report, the Board has followed the principles set out in the Housing Ombudsman Complaints Code and self-assessment guidance.
A detailed review of the evidence in support of this self-assessment has been undertaken by the Member Responsible for Complaints.
This annual complaints report was approved by the Board on 16 May 2024 following review by our Customer Feedback Panel and Resident Voice Panel, and signed on its behalf by Lesley Dixon, Chair, and John Wood, Member Responsible for Complaints .
Our complaints and service improvement report
This report outlines how we are performing against our complaints service standards and includes a self-assessment against the Housing Ombudman’s Complaint Handling Code. It outlines where we have got things wrong and what actions we have taken to improve our service.
Our Complaints and Service Improvement Report (this link will open in a new window)
We have published our self-assessment against the Complaints Code within the report above, and as a stand-alone version below:
Our Complaints Self Assessment 2023-2024 (this link will open in a new window)
Our Action Plan for Improvement (this link will open in a new window)
Alternative formats
If you require these documents in another format (including printed copies or large print), please contact Denise Allen:
Email: Denise.allen@regenda.org.uk
Phone: 07966 878 837
Financial statements
Take a look at our financial statements for each of the Regenda Group's businesses.
Financial Statement for Regenda - Year End 31 March 2024 (this will open a new window)
Financial Statement for Redwing - Year End 31 March 2024 (this will open a new window)
Value for money
To find out how we're performing against our regulator's value for money metrics, download our Value for Money Statement (2023-2024) (this will open a new window).
Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well social housing landlords in England are doing at providing good quality homes and services.
There are 22 TSMs. 12 come from customer surveys and 10 come from information we hold in our systems.
They aim to drive up standards and improve the quality of social housing, ensuring we can be held accountable for the quality of service we provide.
The TSMs focus on the following five key areas:
-
Keeping properties in good repair
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Maintaining building safety
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Respectful and helpful engagement
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Effective handling of complaints
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Responsible neighbourhood management
Find out more about our Tenant Satisfaction Measures and read the results in full: Tenant Satisfaction Measures
Resident Voice Panel Key Performance Indicators
As well as monitoring Regenda and Redwing’s Tenant Satisfaction Measures, the Resident Voice Panel also monitors performance key performance indicators.
The measures are reviewed throughout the year, to ensure Regenda are reporting on the areas that are relevant to not only internal but external factors.
Resident Voice Panel monitors five key performance indicators:
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Net Promotor Score (Would you recommend us)
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Average relet cost for void repairs per property
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% of first resolution complaints resolved within target (overall)
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Average relet cost for void repairs per property
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% of tenancies terminating within 12 months
- Net Promotor Score (Would you recommend us)
The above measures may change during the year, to ensure Regenda are reporting on the areas that are relevant to not only internal but external factors.
The table below details current performance for these indicators.
|
KPI |
Target 2024/2025 |
Quarter 1 April–June 2024 |
|
Net Promotor Score
|
+50 |
+41 |
|
Average relet cost for void repairs per property
|
£3,232 |
£3,341 |
|
% of first resolution complaints resolved within target (overall) |
96% |
94.4% |
|
Average relet time for available to let properties (excluding majors) |
14 days |
16.2 days |
|
% of tenancies terminating within 12 months
|
7% |
6% |