Each year, we publish an Annual Report to Residents, so that our residents can see how the business is performing. Read our latest reports linked below.
2023-2024: fairhivereport2024.co.uk
2022-2023: fairhivereport2023.co.uk
2021-2022: fairhivereport2022.co.uk
Our Annual Reports to Residents written before April 2022 are available on the column to the right.
The below reports relate to Vale of Aylesbury Housing Trust, our operating name before converting to a CBS and rebranding as Fairhive Homes Limited (April 2022).
2020-2021: https://vahtreport2021.co.uk
2019-2020: https://vahtreport2020.co.uk/home
2018-2019: http://vahtreport2019.co.uk
The document(s) below present our results against these measures; please note they are not accessible, if you’d like the information in another format please contact us on hello@fairhive.co.uk.
The Tenant Satisfaction Measures (TSMs) require all Housing Associations (or registered providers) like us at Fairhive Homes to conduct resident satisfaction surveys to generate and report on satisfaction each year, as specified by the Regulator of Social Housing. TSMs are intended to make our performance more visible to you and help you hold us to account.
The TSMs consist of 22 measures: 12 satisfaction measures and 10 management information measures. They cover five key themes
alongside an additional measure for overall satisfaction with landlord services.
We work with a dedicated research company called IFF Research who contact residents each month to complete a survey with them about our services. IFF Research will only contact a sample number of residents each month so you may not receive a call.
Surveys include a variety of questions ranging from the type of services you receive to the way we communicate with you. You may be contacted by phone from the number 0330 027 0103, and it shouldn’t take you more than 10 minutes to complete. You can complete the survey anonymously if you wish, and you do not have to take part if you do not want to.
Other TSMs such as, ‘how often we complete repairs on time’ and ‘whether your homes meet the Decent Homes Standard’, are collected by our internal teams at Fairhive.
IFF Research carried out the research in accordance with guidance provided by the Regulator of Social Housing on behalf of Fairhive Homes in 2023/24. IFF Research is an independent research agency. Read our article about working with IFF Research for more information .
We provided IFF with resident contact details and surveys were carried out monthly between April 2023 and March 2024. All surveys were conducted via telephone, this was to help us compare trends across our existing customer satisfaction data . Your telephone number is the most accurate contact information we hold (with the exception of addresses) so it was agreed that this method would be used to contact residents.
You know what you need to be safe and happy in your home, so these surveys let us know whether we meet your expectations. You can ask for someone to complete the survey on your behalf, such as a carer, another household member or an interpreter. We use your feedback to identify where we need to improve.
The survey has very specific questions across the five themes mentioned above with additional questions asked to gain feedback across other areas of our services. This allows us to compare how we’re doing with other housing associations. It should take you no more than 10 minutes to complete.
Please follow the link to our full Fairhive TSM survey 2023-24.pdf 391KB
Every month, an organisation called IFF Research contacted a sample of our residents to ask them to complete a survey about our services. It included a variety of questions ranging from the type of services received to the way we communicated.
In 2023/24, we surveyed 712 of our residents including tenants, leaseholders and shareholders living in towns and villages in the areas we work in, to make sure everyone was represented. The results published are the responses of the 603 residents surveyed. All surveys were completed over the phone.
In 2023/24, IFF achieved:
* 'Rental accomodation' refers to general needs and Independent Living Scheme tenancies.
To make sure that the number of residents contacted accurately represents all of our residents, the required number of residents to contact are shown in the table below (in line with our Statistical Data Return 2023 to the Regulator of Social Housing, and the latest population data provided by us in Feb 2024):
| Tenure Type | Population | Confidence interval required | Number of interviews required per annum for submission | Number of interviews completed |
| Low-Cost Rental Accommodation (LCRA) | 8,244 | +/- 4% | 560 | 603 |
| Low-Cost Home Ownership (LCHO) | 320 | N/A – best effort basis | N/A – best effort basis | 71 |
| Total | 8,564 | 5 54 | 71 2 |
We are required to complete a minimum of 560 surveys per year from residents living in our rented homes (either general needs or Independent Living Schemes), to meet a +/-4% confidence interval. This figure provides us with a reliable percentage of the numer of surveys requred to represent the feedback from our tenants.
As we have less than 1,000 shared ownership homes, we do not have to conduct this survey and report the findings to the regulator. However, the Regulator recommends that customers are still offered an opportunity to provide their feedback. Therefore, we included these customers within our research and surveyed 22% of our customer base (71 customers). It was agreed that we would survey a specific number, based on agreed characteristics to be able to represent all of our customers. The data set we used was age.During the survey, we monitored, and also compared responses against all of our customers to ensure they represented tenure sub-type, ethnic group, gender, geographical area and disability status. We need to make sure, as much as we can, that your responses to the TSMs are representative of your resident group.
Read our 2023/24 results: Tenant Satisfaction Measures.pdf 378KB
In addition to the 12 satisfaction measures, we collected data on the following 10 measures which all fall into one of the five key themes mentioned above : (keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints). These are:
1. Number of:
*On average, we recieved 39 stage one complaints per 1,000 homes and 2 stage two complaints per 1,000 homes.
2. Percentage of:
3. Number of:
4. Percentage of homes that do not meet the Decent Homes Standard.
5. Percentage of:
6. Percentage of homes where a gas safety check is required and has been carried out.
7. Percentage of homes where a fire risk assessments is required and has been carried out.
8. Percentage of homes where an asbestos management survey is required or re-inspected and has been carried out.
9. Percentage of homes where a legionella risk assessment is required and has been carried out.
10. Percentage of homes where communal passenger lift safety is required and has been carried out.
