Our performance

Regulatory grading

The Regulator of Social Housing sets standards and regulates social housing providers in England. Organisations are rated for their financial viability (V), governance (G) and consumer standards (C) – where 1 is the best and 4 the worst. Grades of 1 or 2 mean that an organisation is compliant with the regulator’s requirements while grades of 3 or 4 signal non-compliance.

Before our most recent inspection and judgement, we were graded G1 for governance and V1 for viability. The consumer grading was introduced in April 2024. In February 2025, we received a C3 for our first consumer rating. Our governance was also reviewed and subsequently rated as G3.

Tenant Satisfaction Measures

In 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures, you might hear these called TSMs. These assess landlords’ performance in providing good quality homes and services. They help us understand where improvements might be needed.

They cover all types of rented social housing in England that are registered with the regulator. Some, but not all, of the TSMs also cover shared ownership homes.

Some of the measures come from surveys of residents while others from our own performance information. They focus on:

Keeping properties in good repair;
Maintaining building safety;
Respectful and helpful engagement;
Effective handling of complaints;
Responsible neighbourhood management

For Anchor, these measures apply for our Low-Cost Rental Accommodation and our Low-Cost Home Ownership. We publish our annual results on our website and through our other channels. We also share the results with the Regulator of Social Housing.  

If you receive a call, email, or letter asking you to complete this survey, please take part. We value resident feedback as this helps us to improve the services we provide, and we value all types of feedback. Your thoughts are vital and essential to making a difference.  

Find out more about Customer relations and how you can provide feedback here.

Learn about our approach to collecting feedback for the 2024/25 TSMs here.

Overall satisfaction with our Low Cost Rented Accommodation service is 86%, an increase from last year’s result of 83.7%.

Overall satisfaction with our Low Cost Home Ownership service is 59.7%, a decrease from last year’s result of 66.3%.

	Low Cost Rented Accommodation		Low Cost Home Ownership
TSM Survey Question	2023/24	2024/25	2023/24	2024/25
TP01: Overall satisfaction	83.7%	86%	66.3%	59.7%

Keeping properties in good repair

These measures apply only for Low Cost Rented Accommodation.

	Low Cost Rented Accommodation
TSM Survey Question	2023/24	2024/25
TP02: Satisfied with the overall repairs service	86.8%	86.2%
TP03: Satisfied with the time taken to complete most recent repair	84.6%	81.1%
TP04: Satisfied that home is well maintained	85.4%	87.2%
RP01: Percentage of homes that do not meet the Decent Homes Standard	0.3%	0.04%
RP02(1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	77.2%	78.5%
RP02(2): Proportion of emergency responsive repairs completed within the landlord’s target timescale	62.7%	62.4%

Details of our target timescales for repairs are available here.

Maintaining building safety

When asked if they are satisfied that their home is safe, 91.2% of Low Cost Rented Accommodation respondents felt satisfied, so did 71.7% of Low Cost Home Ownership respondents.

	Low Cost Rented Accommodation		Low Cost Home Ownership
TSM Survey Question	2023/24	2024/25	2023/24	2024/25
TP05: Satisfied that their home is safe	90.7%	91.2%	85.9%	71.7%

	Both services
TSM Survey Question	2023/24	2024/25
BS01: Proportion of homes for which all required gas safety checks have been carried out	100%	99.4%
BS02: Proportion of homes for which all required fire risk assessments have been carried out	100%	99.9%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	100%	100%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out	100%	99.9%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out	99.7%	99.6%

Respectful and helpful engagement

	Low Cost Rented Accommodation		Low Cost Home Ownership
TSM Survey Question	2023/24	2024/25	2023/24	2024/25
TP06: Satisfied that resident views are listened to and acted upon	73.6%	74.9%	48.1%	40%
TP07: Satisfied we keep residents informed about things that matter to them	87.3%	88.8%	73.7%	64.3%
TP08: Agree we treat residents fairly and with respect	85.5%	89%	70.2%	60%

Effective handling of complaints

	Low Cost Rented Accommodation		Low Cost Home Ownership
TSM Survey Question	2023/24	2024/25	2023/24	2024/25
TP09: Satisfaction with approach to handling complaints	40.9%	41.6%	25%	24.5%
CH01(1): Number of stage one complaints received per 1,000 homes	55	46	46	31.3
CH01(2): Number of stage two complaints received per 1,000 homes	5	4.4	5	4.8
CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	76.9%	85.7%	64.9%	84.6%
CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	76.1%	81.5%	50%	100%

Responsible neighbourhood management

	Low Cost Rented Accommodation		Low Cost Home Ownership
TSM Survey Question	2023/24	2024/25	2023/24	2024/25
TP10: Satisfaction with the cleanliness and maintenance of communal areas	89.3%	90.7%	79.5%	74.5%
TP11: Satisfaction with Anchor’s contribution to the neighbourhood	80.4%	82.5%	61.3%	46.2%
TP12: Satisfaction with Anchor’s approach to handling of antisocial behaviour	74.5%	76.4%	60.4%	45.3%

	Both services
TSM Survey Question	2023/24	2024/25
NM01(1): Number of anti-social behaviour cases, opened per 1,000 homes	18	25.6
NM01(2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	0.4	0.3