Our performance
Service performance reports
Here you'll find regular updates on how we're performing across our services from tenant satisfaction and complaints to our progress on commitments we've made to you.
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)
Our service plan 2024-27
At Karibu, we’re committed to transforming our services over the next three years. Our resident service plan for 2024-27 is shaped by your feedback from surveys, service interactions, and engagement activities, with nearly 150 residents contributing to its development.
We are focusing on four key areas:
- Communication and Accessibility: Enhancing how we connect with you through various channels, including our website, app, and community visits.
- Service Standards and Delivery: Establishing clear, responsive service standards, improving repairs, and addressing anti-social behaviour effectively.
- Engagement and Transparency: Offering more ways for you to share feedback and stay informed about how your input shapes our actions.
- Being a Good Neighbourhood Partner: Collaborating with local organisations to support skills, employment, and well-being, and fostering stronger communities.
Our plan reflects your priorities and will be jointly monitored by us and resident groups to ensure accountability and continuous 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.
Our KPIs
At Karibu, we are committed to transparency, accountability, and continuous improvement. Our quarterly KPI (Key Performance Indicators) reports provide a clear snapshot of how we’re performing across critical service areas that directly impact our residents and communities.
What Our KPI Reports Cover
Karibu’s KPI reports track performance across a wide range of operational and service delivery areas. These indicators help us monitor progress, identify areas for improvement, and ensure we are meeting our commitments to residents.
Each report includes:
- Quarterly performance data
- Targets vs. actual outcomes
- Resident satisfaction metrics
- Compliance and safety checks
- Service delivery timelines
Areas of Performance Monitored
Our KPIs are grouped into key service categories:
- Average time to complete repairs
- Completion rates for emergency and non-emergency repairs
- “Right first time” repair success
- Void turnaround times and void loss
- Properties meeting Decent Homes standards
- Resident satisfaction with repair quality, contractor conduct, and communication
- Mould treatment timelines and disrepair case tracking
- Delivery of new kitchens, bathrooms, boilers, and windows against planned schedules
- Anti-social behaviour (ASB) case volumes and outcomes
- Hate crime and safeguarding case tracking
- Resident satisfaction with cleaning and grounds maintenance
- Fire Risk Assessments (FRA) for communal blocks
- Asbestos, Legionella, Lift Safety, Gas Safety (LGSR), and Electrical (EICR) compliance checks
- Rent collection rates
- Current and former tenant arrears
- Leaseholder arrears and long-term arrears
- Eviction rates
- Volume and types of complaints received
- Stage 1 and Stage 2 complaint resolution rates
- Timeliness of complaint responses
2025/26
Below you will find our KPI report for Q2 2025/26...
KPI Report Q2 2025/26
Below you will find our KPI results for Q1 2025/26...
KPI Report Q1 2025/26
