We are committed to delivering high-quality housing services that meet the needs of our residents and comply with national standards. As part of this commitment, we regularly assess our performance, listen to resident feedback, and ensure we are aligned with the latest regulatory requirements. This includes reviewing our compliance in line with the Housing Ombudsman’s Complaint Handling Code, the Consumer and Regulatory Standards, and publishing our annual Tenant Satisfaction Measures (TSMs).
Self assessments
We recognise the importance of complaints in helping us identify areas for improvement and ensure that lessons are learned to enhance our services. Our resident feedback plays a vital role in shaping how we work, and we are committed to using it constructively to drive positive change.
In line with our dedication to transparency and accountability, we have undertaken a Self-Assessment against the latest updates to the Housing Ombudsman’s Complaint Handling Code to ensure compliance with best practice and the highest standards of service delivery.
- Housing Ombudsman Self-Assessment (DOCX - 88.57 KB)
- Annual Complaints and Service Improvement report 2024 to 2025 (PDF - 212.6 KB)
- Council Covering Statement: Governance and Performance Scrutiny 2024 to 2025. (PDF - 154.61 KB)
- Regulator of Social Housing Self-Assessment - We are currently reviewing our self-assessment against the updated Consumer and Regulatory Standards published by the Regulator of Social Housing.
Tenant Satisfaction Measures
To align with new consumer standards introduced by the Social Housing Regulation Act, the Regulator of Social Housing has established tenant satisfaction measures (TSMs) to evaluate the performance of housing providers, including the council and our managing agent Penge Churches Housing Association (PCHA). PCHA complete these measures on behalf of the council’s Bromley homes portfolio.