| Target set by Cottsway | Actual performance (and increase / decrease on 2024-25) | Cottsway quartile position |
|---|
| Respectful and helpful engagement |
| Satisfaction that the landlord listens to tenant views and acts upon them | 74% | 77% (+3%) | Upper |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 85% | 89% (+4%) | Upper |
| Agreement that the landlord treats tenants fairly and with respect | 88% | 90% (+2%) | Upper |
| Effective complaints handling |
| Satisfaction with the landlord's approach to handling of complaints | 42% | 46% (+4%) | Upper |
| Complaints relative to size of landlord (per 1,000 homes) | No target (monitored across the year) | 71.4 (Stage 1) (+16.9%) | Median |
| A lower quartile result is better here because it means fewer complaints compared with the number of homes the landlord manages. | 10.8 (Stage 2) (+5.2) | Median |
| Complaints responded to within Complaint Handling Code timescales | 100% (Stage 1) | 100% (Stage 1) (0) | Upper |
| 100% (Stage 2) | 100% (Stage 2) (0) | Upper |
| Responsible neighbourhood management |
| Satisfaction that the landlord keeps communal areas clean and well-maintained | 68% | 71% (+3%) | Median |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 77% | 83% (+6%) | Upper |
| Satisfaction with the landlord's approach to handling anti-social behaviour | 69% | 70% (+1%) | Upper |
| Anti-social behaviour cases relative to the size of the landlord (opened per 1,000 homes) | 14 | 7.5 (46 cases) (-6.3) | Lower |
| A lower quartile result is better here because it means fewer ASB cases compared with the number of homes the landlord manages. |
| Number of cases that involve hate incidents (per 1,000 homes) | No target (monitored across the year) | 0.2 (1 case) (-0.2) | N/A |