Like all social housing providers, Futures is subject to oversight by the government’s Regulator of Social Housing. This means that we are subject to stringent regulations for how we work. We’re also assessed regularly and awarded grades for our performance including an in-depth assessment every few years and which we underwent in late 2023 (read more about that here).
Until April 2024, the Regulator focused on two areas for inspection:
- ‘governance’ which considers how well run and managed an organisation is, and
- ‘viability’ which concerns the organisation’s financial management and financial strength.
Ratings for each were awarded on a scale of one to three – with one being the highest and showing compliance with the required standards. Futures is one of just a few housing associations nationwide that has held top ratings of G1/V1 since it was first set up.
Things changed in April 2024 though and alongside the G and V ratings we now also face a C rating – which represents new ‘consumer standards’. As part of meeting the new consumer standards, landlords are required to track 12 standardised measures based on customer surveys. These have to be carried out in the same way across every organisation to allow for fair and direct comparisons. The 12 Tenancy Satisfaction Measures (TSMs) cover repairs, building safety, engagement, neighbourhood and complaints management, alongside overall satisfaction with our service.
To make sure we were ready to meet these new standards from April 2024 we revised our approach to customer research in 2023 to align with the new requirements. And after a year of data collection we published our first set of results for the new measures early in the new financial year.
You can see the findings on our website in more detail and there is a simple overview below.
Overall satisfaction
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
74.4%
Satisfaction with building safety
Proportion of respondents who report that they are satisfied that their home is safe.
80.5%
Overall repairs (last 12 months)
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
77.6%
Home is well maintained
Proportion of respondents who report that they are satisfied that their home is well maintained.
73.1%
Time taken with repairs
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
69.3%
Listens to views and acts on them
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
64%
Treats you fairly/with respect
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
77.8%
Keeps you informed on things that matter
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
70.3%
Positive contribution to neighbourhood
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
61.4%
Communal areas clean and well maintained
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
62.6%
ASB handling
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour.
56.2%
Effective handling of complaints
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
