Contents:
Summary of results
Our 2025 to 2026 survey results show improvements across several key measures compared with the previous year, demonstrating the positive impact of our ongoing transformation programme and our commitment to Building Harlow's Future.
While we are proud of the progress made, we know there is more to do. Feedback has highlighted areas where residents expect us to improve further, particularly around communication, complaints handling and demonstrating how tenant views influence decisions.
Key measures
| Key measure | Result |
|---|---|
| Overall satisfaction | 64.5% |
| Repairs satisfaction | 76.1% |
| Home safety satisfaction | 70.4% |
| Kept informed | 61.3% |
| Treated fairly and with respect | 64.0% |
| Complaints satisfaction | 31.4% |
Our strongest results
- 100% gas safety compliance
- 100% fire risk assessment compliance
- 98.8% emergency repairs completed within target
- 92.9% non-emergency repairs completed within target
These results demonstrate our commitment to maintaining safe homes and delivering responsive repair services.
Areas we're focused on improving
- listening and acting on tenant views (46.6%)
- handling complaints (31.4%)
- neighbourhood contribution (50.4%)
- tackling antisocial behaviour satisfaction (46.5%)
We recognise there is more work to do in these areas and have plans in place to strengthen resident engagement, improve communication and enhance customer experience.
What we're doing next
Going forward, we are focussed on:
- improving how we communicate with tenants
- demonstrating how tenant feedback influences decisions
- strengthening our complaints process
- continuing investment in repairs and property safety
- working with residents to improve neighbourhoods and tackle antisocial behaviour