Resident Voice Panel - Metrics That Matter

We want to make sure we are being open and honest about how we are performing. And that means making our data easy to understand. 

The following information should help you understand our data better. If you have any more questions about how we are performing, you can get in touch with us: info@regenda.org.uk 

How we compare our performance with other landlords

• Benchmarking 1 * — HouseMark compares our performance with similar size housing associations with 10,000 to 20,000 properties. (2023/2024.)
• Benchmarking 2 ** — HouseMark also compares our performance against 217 housing associations and Local Authorities across the United Kingdom based on 2024 to 2025 'First Look' results for Tenant Satisfaction Measures.
• We use quartiles to split all landlords' performance:

• How we benchmark our performance in quartiles

  Quartile 1	Top 25% performing housing associations
  Quartile 2	Top 50% performing housing associations
  Median	Mid point
  Quartile 3	Bottom 50% performing housing associations
  Quartile 4	Bottom 25% performing housing associations

What are we aiming for?

• In some areas, we are looking to increase (MAX) our performance, and we are looking to reduce things in other areas (MIN), such as anti-social behaviour. This explains whether we are aiming to minimise or maximise results. For example, we aim to MAXIMISE (increase) satisfaction but aim to MINIMISE (reduce) the % of repairs follow on rate.
• We set ourself targets and review them throughout the year. We use smiley faces to show where we are performing against our targets:

  How we measure and monitor our performance

  Sad face ☹️	Performance is outside target by more than 10%
  Neutral face 😐	Performance is outside target but within a 10% range
  Happy face 🙂	Performance meets or exceeds target

Our Resident Voice Panel (RVP) met in July 2025 to review the first three months performance against the new Metrics that Matter.

RVP chose new metrics to review for 2025 — 2026. They commented that they felt the new refreshed Metrics that Matter give a better understanding of performance that they feel matter to customers.

What we are doing to improve our performance and provide a better service for our customers:

• Tenant Satisfaction Measure Low Cost Home Ownership (LCHO) satisfaction - Not a concern at end of Quarter 1 due to low numbers of responses. We are carrying out a campaign to increase response rates. RVP highlighted that it was good to see an improvement in performance, albeit still below target.
• Repairs Follow on Rates - We are putting in place a change to our process change including checking with Planning Team if operative on site has the capacity to complete the works whilst on the current visit. We are also looking at reasons for Follow on Works.

In 2025-2026 the Resident Voice Panel monitored the following metrics:

Financial

• Income collection (Regenda collecting rent and service charge money from residents)
• CTA's as % of rent debit (Regenda Homes and Redwing)

Customer

• Net Promotor Score (Would you recommend us?)
• Overall satisfaction with services provided by Regenda as a landlord (This is also a Tenant Satisfaction Measure — for Low Cost Rental Accommodation)
• Overall satisfaction with services provided by Regenda as a landlord (This is also a Tenant Satisfaction Measure — for Low Cost Home Ownership)
• Satisfaction with repairs and maintenance service (transactional)
• Satisfaction with communal area contracts (transactional)
• Satisfaction that the landlord is easy to deal with (for Low Cost Rental Accommodation)
• Satisfaction that the landlord is easy to deal with (for Low Cost Home Ownership)
• Satisfaction that the customer can trust the landlord to do what they say they will do (for Low Cost Rental Accommodation)
• Satisfaction that the customer can trust the landlord to do what they say they will do (for Low Cost Home Ownership)
• Overall satisfaction with the way we handled your complaint (transactional)

Governance

• Repairs follow-on rate (This means where a repair may need multiple trades such as a plumber and an electrician, who may follow on from each other or if a job requires a specific replacement part.)

People

• Employee initiated staff turnover (When a member of Regenda staff decides to leave their job on their own)
• Case study in respect of complaints upheld regarding staff behaviour or attitude.

Resident Voice Panel Key Performance Indicators

Theme	AIM TO MIN OR MAX	Performance indicator	Year End 2024/25	Target 2025/26	April - June 2025/26 YTD	Comparing our performance to other landlords
Financial	MAX	Income Collection (Cumulative Target)	100.7%	99.7%	96.50%  😐	Quartile 3  *(Benchmarking 1)
	MIN	CTA's as % of rent debit (Regenda Homes and Redwing )	0.77%	1.40%	0.89% 🙂	Quartile 1  *(Benchmarking 1)
Customer	MAX	Net Promotor Score (Regenda Homes)	+53	+50	61 🙂	NA
	MAX	Overall satisfaction with services provided by landlord (TSM) LCRA	76.6%	76.5%	75.9% 😐	Quartile 1 **(Benchmarking 2)
	MAX	Overall satisfaction with services provided by landlord (TSM) LCHO	45.8%	49.5%	47.4% 😐	NA
	MAX	Satisfaction with repairs and maintenance service (transactional)	75.6%	77.0%	75.6% 😐	Quartile 3 *(Benchmarking 1)
	MAX	Satisfaction with communal area contracts (transactional)	NEW KPI	TBA	58.9%	NA
	MAX	Satisfaction that the landlord is easy to deal with (LCRA)	77.5%	75.0%	75.1% 🙂	NA
	MAX	Satisfaction that the landlord is easy to deal with (LCHO)	44.1%	50.0%	34.2% ☹️	NA
	MAX	Satisfaction that the customer can trust the landlord to do what they say they will do (LCRA)	67.5%	68.0%	69.6% 🙂	NA
	MAX	Satisfaction that the customer can trust the landlord to do what they say they will do (LCHO)	35.6%	42.0%	36.8% ☹️	NA
	MAX	Overall satisfaction with the way we handled your complaint (transactional)	34.2%	41.5%	39.5% 😐	Quartile 3 *(Benchmarking 1)
Governance	MIN	Repairs Follow on Rate	17.0%	15.0%	19.1% ☹️	NA
People	MIN	Employee initiated staff turnover	16.3%	17.5%	3.6% 🙂	NA
	MIN	Complaints upheld regarding staff behaviour/attitude	CASE STUDIES