Performance

Key statistics

Performance

Our performance reflects what matters most to residents - safety, quality, trust and being listened to.

Read more about our performance and resident experience in the reports below:

Resident Report Complaints and Learning Report

Fire Risk Assessments Completed

100%

Completed across all schemes to maintain resident safety.

Overall Resident Satisfaction

95%

Residents satisfied with the overall service provided by Lace Housing.

Homes Felt Safe

99%

Residents who told us their home feels safe and well maintained.

Treated Fairly And With Respect

97%

Residents who said we listen to their views and act on them.

Complaints Received (Annual 2025/26)

Complaints received during the year — each one an opportunity to learn and improve.

Complaints Upheld (Annual 2025/26)

Complaints upheld where we agreed with residents and made positive changes as a result.

Complaints Received (1/4/26 to 30/06/26)

Complaints received during the year — each one an opportunity to learn and improve.

Complaints Upheld (1/4/26 to 30/06/26)

N/A

Complaints upheld where we agreed with residents and made positive changes as a result.

Lace Housing resident having a chat with staff

Performance

Tenant Satisfaction Measures (TSMs)

Tenant Satisfaction Measures (TSMs) are part of the Regulator of Social Housing’s Consumer Standards. They show how residents feel about their homes, safety and services, including how well we respond when things go wrong.

We collect this feedback every two years from residents in our rented and shared ownership homes. It helps us understand what’s working well, where we can improve and how we compare with other housing providers.

Our Tenant Satisfaction Results 2026 show the latest results, based on resident feedback gathered in January 2026 and published in line with the Regulator’s requirements.