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 November 2024
Our Executive Management Team reviews our overall performance each month, and our Board quarterly, to ensure we are achieving our objectives and giving our residents the best service possible.
We deliberately set ourselves challenging targets in order to continue to improve and develop as a business and as individuals.
We benchmark our performance against our goals, previous performance, and against our peers, to ensure we meet the standards and ideals we set ourselves whilst striving to be the best in the sector.
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).
Downloads
2024/25
Q1
Below you will find our TSM results for Q1 2024/25...
TSM Report Q1 2024/25
Tenant satisfaction measures report (PDF, 1.7MB)
2023/24
Below, you will also find last year's TSM report and TSM Summary of Approach from both organisations prior to our merger to form Karibu...
TSM Report 2023/24
Tenant satisfaction measures report 2023/24 (PDF, 3.1MB)
Summary of approach (Inquilab)
Tenant satisfaction measures summary of approach (PDF, 732KB)
Summary of approach (Westway)
Tenant satisfaction measures summary of approach (PDF, 683.8KB)
Annual Review & Financial Statements
Our Annual Review & Financial Statements for 2023/24 report is 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
2023/24
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 new 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:
Downloads
2024/25
Q1
Service Improvement Report
Complaints, Performance and Service Improvement Report Q1 24/25 (PDF, 640.9KB)
2023/24
Below, you will also find our Annual Complaints Performance and Service Improvement along with Board commentary for 2023-24:
Service Improvement 2023-24
Annual Complaints, Performance and Service Improvement 2023-24 (PDF, 556KB)
Board Commentary 2023-24
Board commentary on Annual Complaints, Performance and Service Report 2023-24 (PDF, 117.7KB)
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.
Accessibility