About us
Our performance
We continuously review our performance against our strategic goals. This includes regular feedback from our residents to identify areas for improvement.
Page last updated: 8th March 2026
Tenant Satisfaction Measures
The Regulator of Social Housing requires all registered providers to generate and report Tenant Satisfaction Measures as part of the new Customer Standards framework.
All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing to provide good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing by:
- Providing visibility, letting tenants see how well their landlord is doing and enabling tenants to hold their landlords to account
- Giving the Regulator insight into which landlords might need to improve things for their tenants
The TSMs are designed to see how well landlords are keeping properties in good repair, maintaining building safety, engaging respectfully and helpfully, effectively handling complaints, and managing the neighbourhood responsibly.
For more information on the Tenant Satisfaction Measures and how they affect you, please visit Tenant Satisfaction Measures - Summary of RSH requirements (www.gov.uk).
2025/26
Below you will find our TSM results for Q3 2025/26...
TSM Report Q3 2025/26
Tenant satisfaction measures report (PDF, 2MB)
Below you will find our TSM Performance Report: Compared against Housemark benchmarks Q1 & Q2 2025/26
TSM Benchmark Report Q1 & Q2 2025/26
Tenant Satisfaction Measures Performance Report: Compared against Housemark benchmarks Q1 & Q2 2025/26 (PDF, 4.2MB)
Below you will find our TSM results for Q2 2025/26...
TSM Report Q2 2025/26
Tenant satisfaction measures report (PDF, 1.7MB)
Below you will find our TSM results for Q1 2025/26...
TSM Report Q1 2025/26
Tenant satisfaction measures report (PDF, 2.2MB)
Annual Review & Financial Statements
Our Residents' Annual Report and Financial Statements for 2024/25 are now available to download.
Our annual review and financial statements set out our achievements over the last financial year; explain how we’ve responded to the challenges that we’ve faced and outline how we plan to develop and grow in the best interests of our tenants, communities and partners.
Downloads
Annual Review 2023/24 (Inquilab)
Annual Review & Financial Statements 2023/24 - Karibu Community Homes (formerly Inquilab) (PDF, 3.7MB)
Residents' Annual Report 2023/24 (Inquilab)
Residents' Annual Report 2023/24 - Karibu Community Homes (formerly Inquilab) (PDF, 6MB)
Annual Review 2023/24 (Westway)
Annual Review & Financial Statements 2023/24 - Karibu Community Homes (formerly Westway) (PDF, 3MB)
Complaints Performance and Service Improvement
The current Complaint Handling Code from the Housing Ombudsman Service became statutory on 1 April 2024, making it a legal requirement for landlords to adhere to its guidelines. The code aims to establish best practices in complaint handling, ultimately enhancing the service provided to residents. Further information on the Housing Ombudsman and the code is available on their website: www.housing-ombudsman.org.uk.
As a member of the Housing Ombudsman Scheme, we are obligated to comply with the Housing Ombudsman Complaint Handling Code. In accordance with this, we produce quarterly reports on our Complaints Performance and Service Improvement, which can be accessed below:
2025/26
Housing Ombudsman - Landlord Performance Report
The Housing Ombudsman’s Landlord Performance Report is an annual publication that promotes transparency and accountability in housing services. It evaluates how landlords handle complaints, manage customer service, and fulfil commitments to residents, providing valuable insights for landlords, tenants, and stakeholders.
Our Performance Highlights
We are dedicated to delivering outstanding service. The latest report highlights our achievements and identifies areas where we’re focusing on improvement.
You Said We Did Report
At Karibu, we believe in listening to our residents and acting on what you tell us.
This You Said, We Did report highlights the feedback you’ve shared — and the changes we’ve made as a result. It also includes things we’re actively working on, so you can see how your input continues to drive improvements. Whether it’s about repairs, communication, our digital channels, or looking after your property's condition, your views help us do better.
Thank you for speaking up — and helping us shape a better Karibu, together.
