The Regulator for Social Housing oversees a system for assessing how well social landlords are doing in providing good quality homes and services. There are 22 TSMs, which include 12 key measures of how satisfied you are with CHS. The themes for the TSMs are:
1. Keeping properties in good repair
2. Maintaining Building Safety
3. Respectful and helpful engagement
4. Effective handling of complaints
5. Responsible neighbourhood management
Each year we invite every household to complete our Satisfaction Survey. If we hold an email address for you, we email a link to an online survey. We send some of these every month, usually in the month of your birthday. If we don’t have an email address for you we will send a paper copy of our survey. If you complete the survey, we enter you into our prize draw with a chance to win £250. We ask a few extra questions that the Regulator doesn’t require us to ask, for example to find out whether you think your rent and service charges are good value for money.
This summary applies to our rented homes only and we review the surveys results for our shared owners separately. We received 585 survey replies from tenants between April 2024 and March 2025.
Overall Tenant Satisfaction has increased by 2.6% since 2023-24, and satisfaction that you have a well maintained home and with CHS keeping communal areas clean and well maintained have both increased by 4%. There has also been a 6% increase in tenants’ satisfaction with complaint handling, although this is not as high as we would like at 47% and we will continue to work hard to further improve this. Other measures of tenant satisfaction have stayed roughly the same as the previous year.
We reviewed whether the responses we received were representative of our tenants by local authority area, housing type, age and ethnic background. We didn’t find the satisfaction levels varied significantly between these groups and so we have not adjusted them. You can see more about our how we conducted the survey here and a copy of the survey questionnaire here.
“Based on the relevant information and evidence we reviewed in carrying out the stability check, our judgement is that Cambridge Housing Society meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios. We have therefore concluded the landlord’s grade is unchanged and issue a V1 grade for Cambridge Housing Society.
From the stability check, there is no evidence to indicate a change in governance grade is required. Cambridge Housing Society governance grade remains G1.
This regulatory judgement is based on a stability check which does not include an assessment of Cambridge Housing Society delivery of the outcomes of our consumer standards.
Prior to this regulatory judgement, the governance and financial viability grades for Cambridge Housing Society were last updated in December 2024 following a stability check to issue a governance grade of G1 and a financial viability grade of V1.”
CHS always aims to provide a good service, however sometimes things go wrong. When that happens we will do all we can to put it right, as quickly and effectively as possible. We learn from complaints and feedback, and complaints give us valuable information about how to improve services and we take them seriously.
As a member of the Housing Ombudsman Scheme, we follow the Housing Ombudsman’s Complaint Handling Code. We have produced an Annual Complaint Handling Report 2024-25 which includes the number and outcomes of complaints we have handled and meets the Housing Ombudsman Scheme requirements in terms of expected content. We have also produced our Housing Ombudsman Code Self-Assessment Sep 2025
On 2nd September 2025 the CHS Board responded to the annual complaints report:
‘Here at CHS, we continue to take our responsibilities to our tenants’ satisfaction with the utmost importance. We spend a lot of time supporting staff to recognise and respond to complaints; ensuring we clearly capture where we don’t get things right and resolving them at the earliest opportunity. This is underpinned by our commitment to learning from complaints through listening, understanding, reflecting and improving.
The Member Responsible for Complaints and the Board as a whole are proud to have overseen the excellent work done in this area and are confident handing the baton onto a new Board member that we will redouble our efforts and maintain a keen focus on our performance.
The Board would also like to express its gratitude to the tenants who give their time as members of the Customer Complaints Panel to help CHS to learn from its complaints and to continually improve complaint handling.’
We are pleased to share our Tenant Annual Report for 2024-2025, packed with updates on how we’ve been working to improve our homes, services and communities over the last 12 months.
Here’s a snapshot of what you’ll find inside our latest report:
To explore the report in full, click here
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