How we’re performing

A safe, warm, and well-maintained home remains the foundation for people to live well and thrive. At RBH, we are clear that our role as a landlord is to not only provide good quality homes where people are safe and warm and proud to call home, but also services that support people to live well in their communities across the Borough of Rochdale.

Over the past year, we've completed the first year of our three-year Corporate Strategy. We have turned plans into action, we've built on our recovery and our return to regulatory compliance, and we've demonstrated that we can deliver the things that our customers tell us are important. Listening to our customers and acting on what matters to them will always be at the heart of what we do.

We know we will only have truly improved when our customers tell us that we have. That’s why we’re committed to being open and transparent; sharing what’s going well, where we can do better, and how we’re responding to what you’ve told us.

We’re proud to let you know that you’ve told us that we’re getting better. All 12 measures based on our customer satisfaction survey have improved compared to last year. Our aim is to be in the top 25% of landlords in the country (you may hear this called “top quartile”) and we’ll find out later in the year how we have performed compared to other landlords.

About the Tenant Satisfaction Measures (TSMs)

One of the most important ways we track our progress is through the Tenant Satisfaction Measures, or TSMs. These were introduced by the Regulator of Social Housing in England to assess how well landlords are doing. Every social landlord in England has to answer the same questions.

The Government have produced a booklet about these measures, and you can download this here if you’d like to know more.

There are 22 measures - 12 based on customer satisfaction from our survey, and 10 information drawn from our internal systems.

These measures were introduced for 2023-24 and this is the third year we have published our results. Our current figures are for the year from 1 April 2025 to 31 March 2026.

Our results for 2025/26

  • Overall satisfaction

    Taking everything into account, how satisfied or dissatisfied are you with the service provided by RBH? 80.5% said very or fairly satisfied.

    This is an improvement from 76.6% who said they were satisfied last year.

  • Keeping homes in good repair
    • How satisfied or dissatisfied are you with the overall repairs service from RBH over the last 12 months? We only asked this to customers who have had a repair carried out in the last 12 months. 85.2% said they were very or fairly satisfied. This is an improvement from 80.9% last year.
    • How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? We only asked this to customers who have had a repair carried out. 80.4% said they were very or fairly satisfied. This is an improvement from 73.8% last year.
    • How satisfied or dissatisfied are you that RBH provides a home that is well maintained? 82.9% said they were very or fairly satisfied. This is an improvement from 77.2% last year.
    • 99.8% of our homes currently meet the Decent Homes Standard and 0.2% do not. We have a clear plan in place to make sure that all RBH homes meet this standard. This is an improvement from 99.7% last year.
    • We completed 86.2% of non-emergency repairs (last year: 82.3%) and 99.4% of emergency repairs (last year: 98.9%) within the time we expect to do so. See below for more details.

    Below you can read about our targets we set last year for how quickly we expect to carry out repairs. We used these figures to measure how many repairs were completed within the target timescale.

    Our current timescales are set out in our repairs and maintenance policy.

    Emergency repairs

    Responded to within 24 hours of being reported.

    Non-emergency repairs

    • Urgent repair – 5 working days
    • Routine repair – 20 working days
    • Programmed work – 60 working days
    • Paving – 45 working days
    • Disrepair – 40 working days
    • Category 1 Hazard under the HHSRS (Housing Health and Safety Rating System) – 10 working days
    • Right to Repair – 3 or 7 working days
  • Maintaining building safety
    • Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that RBH provides a home that is safe? 88.2% said they were very or fairly satisfied. This is an improvement from 82.7% last year.
    • Our completion rate for safety checks is 99.6% for gas safety checks (last year: 99.4%), 100% for fire risk assessments (unchanged from last year), 100% for asbestos management surveys (unchanged from last year), 100% for legionella risk assessments (unchanged from last year), and 100% for passenger lift safety checks (unchanged from last year).
  • Respectful and helpful engagement
    • How satisfied or dissatisfied are you that RBH listens to your views and acts upon them? 76.6% said they were very or fairly satisfied. This is an improvement from 70.9% last year.
    • How satisfied or dissatisfied are you that RBH keeps you informed about things that matter to you? 85.1% said they were very or fairly satisfied. This is an improvement from 79.8% last year.
    • To what extent do you agree or disagree with the following “RBH treats me fairly and with respect”? 85.7% agreed or strongly agreed with this statement. This is an improvement from 82.1% last year.
  • Effective handling of complaints
    • How satisfied or dissatisfied are you with RBH’s approach to complaints handling? 48.6% of customers who had submitted a complaint said they were very or fairly satisfied. This is an increase from 46% last year.
    • We received 29.7 stage one complaints per 1,000 homes that we own, and 11.2 stage two complaints per 1,000 homes. This means that we received fewer stage one complaints this year, but a bigger proportion of them were taken on to the second stage.
    • We responded to 93% of stage one complaints and 93.4% of stage two complaints within the timescales set out in the Ombudsman’s Complaints Handling Code. Last year these figures were 79% and 85.4%.
  • Responsible neighbourhood management
    • How satisfied or dissatisfied are you that RBH keeps these communal areas clean and well maintained? 77.2% of customers with access to a communal area said they were very or fairly satisfied. This is an improvement from 71.6% last year.
    • How satisfied or dissatisfied are you that RBH makes a positive contribution to your neighbourhood? 79.2% of customers said they were very or fairly satisfied. This is an improvement from 75.7% last year.
    • How satisfied or dissatisfied are you with RBH’s approach to handling anti-social behaviour? 74.4% of customers said they were very or fairly satisfied. This is an improvement from 70.2% last year.
    • We dealt with 19.9 anti-social behaviour cases per 1,000 homes that we own (last year: 27), and 1.1 hate-related anti-social behaviour cases per 1,000 homes (last year: 1).

What happens next?

We can and will share how our performance compares with other landlords later in the year when these figures are published.

We will regularly share further information, including in our newsletter, with details of what action we are taking to improve our performance. You will be able to ask us about it at face-to-face events including our drop-in sessions, customer voice forums, and our Annual Members’ Meeting.

Although we’re proud and pleased to have improved, we also know that we don’t get everything right. Where we get things wrong, we will make sure that we put them right and learn so that we can get this right first time in the future. Please visit our feedback and complaints page to find out more.

More information about how we collect these figures

Our survey is a telephone survey conducted independently by a company called Viewpoint.

They currently conduct 100 surveys per month, capturing the views of a range of customers from across the Borough. If during the survey the customer mentions anything they are unhappy about, we ask at the end of the survey if they would be OK for someone from RBH to call them back to discuss. We will always attempt to call back and look to resolve any ongoing problems. We use what we learn from the survey and the call backs to identify areas for improvement.

In 2024 we asked Housemark, the leading data and insight company for the UK housing sector, to review our survey methodology and calculations for all 22 measures. They have provided us with assurance that we are following the guidance issued by the Regulator of Social Housing correctly.

Supporting Documents

If you'd like to learn more about our statistical approach to collecting our survey data, this is available in the documents below.

Our Annual Report To Customers

We published our Annual Report To Customer in autumn 2025.

This report, approved by both our Board Customer Services Committee and our Representative Body, shared some extra detail behind the performance figures we published on this page. It also highlighted some of our achievements and challenges, and set out how how we used your feedback to help us improve our services and our communities. We'll publish our 2026 report in the autumn.