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How we perform

We aim to deliver excellent, cost-effective services.

We work hard to put our customers first and are committed to seeking and acting on customer feedback. We look to find solutions and put things right.

Using customer feedback and insights we continually learn and improve our customer services and customer experience.

Below we have included some important information.

  • About the Regulator of Social Housing
  • Our customer commitments
  • Value for money
  • Annual complaints reporting
  • Annual report of the Housing Ombudsman
  • How we meet the requirements of the Housing Ombudsman

About the Regulator of Social Housing

The Regulator of Social Housing (RSH) regulates registered providers of social housing in England to promote a viable, efficient and well-governed social housing sector able to deliver homes that meet a range of needs.

A number of co-regulatory principles underpin the regulation provided by the RSH and registered providers are required to meet relevant standards. To learn more about the regulatory standards click here.

The board that governs Living Plus's services is responsible for meeting the standards and being transparent and accountable for the delivery of social housing objectives.

We support customers to shape and scrutinise service delivery and to hold the Board to account. To achieve this, Cotman has a comprehensive programme of co-regulation in place.

For more information please visit the Regulator for Social Housing's website.

Our Customer Commitments

Our customer commitments allow you to see exactly how we are meeting regulatory standards and performing in the areas that matter most to customers.

Commitment Target Q4 Performance (Jan – Mar 2022) 
Home standard
Percentage of homes meeting the Decent Homes standard 100% 100%
Percentage of properties have received their annual gas service 100% 99.94% 
Percentage of our blocks of flats which have a fire risk assessment 100% 99.85%
Percentage of repairs completed right first time 89% 86.80%
Percentage of customers who were surveyed who were happy with the repairs service they received 90% 93.72% 
Neighbourhood & community standard
Percentage of customers who were surveyed and were happy with the way their anti-social behaviour cases were dealt with 82% 85.19%
Percentage of serious anti-social behaviour cases that were responded to in one working day 100% 94.00%
Percentage of customers surveyed who were happy with the grounds maintenance service they received 75% 77.07%
Percentage of customers surveyed who were happy with the cleaning service they received 75% 80.5%
Tenancy standard
Average number of days to re-let an empty home- General Needs 24.9

37.52

Average number of days to re-let an empty home- Supported Retirement Living 28

42.88

Average number of days to re-let an empty home- Supported Directly Managed 11

20.49

Value for money

The housing regulator in England, the Regulator of Social Housing requires housing providers to articulate and deliver a comprehensive approach to achieving value for money. This is to take account of the corporate objectives, along with the interests and commitments we share with our stakeholders.

This means managing resources economically, efficiently and effectively to provide quality services and homes, and delivering year-on-year improvements in value for money.

We are focused on providing good value for money. Our customers want good quality homes and services but expect us to be as efficient and effective as possible so that we can keep costs down.

In order to inform and involve customers we give frequent updates on our website and in our Customer Annual Report to show how we are using our resources to provide services.

We want customers to be able to see how we manage performance and how our Tenant Scrutiny Panel helps us to raise standards.

Our value for money self-assessment which includes key financial data is now included within Places for People Group's annual report and financial statements.

Annual Complaints Reporting

We value complaints and use information from them to help us improve our services. We believe that the publication of such information is useful for our customers and allows you to see exactly how we are performing in the areas that matter most to customers. Customer complaints are handled by our central customer focus team, for all housing providers in the Places for People Group.  

Annual complaints information for the year April 2021 to March 2022

This table shows the annual complaints information for Places for People Homes, Places for People Living Plus, Chorus Homes, Cotman and Derwent Living.

Complaint type  Number  % upheld % partially upheld % not upheld % responded to within timescale % Responded to in timeframe / extension as agreed with the customer Average time in working days to resolve
Total stage 1 complaints received in reporting year 1956 43% 35% 22% 74% 91% 10.66
Total stage 2 complaints received in reporting year 277 40% 34% 26% 63% 85% 34.34

Annual Report of the Housing Ombudsman

The Housing Ombudsman Service is an independent organisation that investigates complaints. The Housing Ombudsman Service is the final stage for complaints and will look at complaints about registered providers of social housing.

Our Customers can contact the Ombudsman at any point by clicking here, and they will support you to either make a complaint or, where you have exhausted our complaints handling process, they will fully investigate the matter and make a decision about the complaint.  They will let us know what the outcome is and may order us to pay compensation. 

The Housing Ombudsman Service issue an annual report of all complaints to social housing providers. You can find information about our performance broken down by individual housing provider by clicking here.

How we meet the requirements of the Housing Ombudsman

In July 2020 the Housing Ombudsman Service published the Complaints Handling Code.  The code performs an important strategic role for an organisation, providing a framework to support effective handling and prevention of complaints alongside organisational learning and development.

We have worked with our customers to look at our complaints procedure to ensure the good practice recommendations from the Housing Ombudsman are embedded in the way we manage any complaints. How we deal with a complaint can be found here. 

For more information about the code please click here.

The Housing Ombudsman also requires us to complete a regular self-assessment against the Complaints Handling Code and publish the outcome of our assessment. The outcome of our self-assessment is provided here.

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