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Tenant Satisfaction Measures

You can view the results of our Tenant Satisfaction Measures by clicking the link below.

Find out more
  • Regulator Icon

    Who regulates Saffron?

    All registered social housing providers, including Saffron are regulated by the Regulator of Social Housing (RSH). The RSH are an Independent Regulator who promote a viable, efficient, and well-governed social housing sector able to deliver and maintain homes of appropriate quality that meet a range of needs. 

    For more information on the Regulator of Social Housing, visit their website by clicking here.

  • Tick Icon

    Governance and Viability ratings 

    We have been awarded, by the RSH, the highest possible G1 rating for Governance meaning we are well-governed and a V2 compliant grade for Financial Viability. V2 is a compliant grading and reflects that we have met the Regulator’s standards as well as the economic reality that the sector is under more pressure. 

    We will be continuing to focus on supporting tenants and improving homes and services while keeping Saffron safe and healthy for the future. 

Management Measures Results

View the results from 2024-2025 for the Management Measures Surveys.

Click here to view
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Our latest performance statistics

Below are our latest performance statistics and Key Results, which measure how we are performing against our Inspiring Saffron Strategy.

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Inspiring Trust

Tenants have told us earning their trust is vital.

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Our Key Performance Indicators (KPIs)

As a way of measuring our performance against our Inspiring Saffron Strategy, we have created a range of Key Performance Indicators (KPIs) and have compiled a useful document to further explain some of the elements of our top Key Results. 

Click here to read

The below figures apply to the period between 1st April 2024 – 31st March 2025, unless specifically stated.
73.8%

Complaints responded to within Complaint Handling Code timescales 2024-2025

78.6% of Stage 1 complaints and 58.4% of Stage 2 complaints were responded to within this timescale

74%

Overall satisfaction (TSM Surveys)

74.0% of our tenants who responded to our annual TSM (Tenant Satisfaction Measures) survey reported that they were satisfied with the overall service from Saffron.

0.1%

Homes that do not meet the Decent Homes Standard

0.1% of our properties surveyed do not meet the Decent Homes Standard, as at year end (31/03/2025)

100%

Gas safety checks

Proportion of homes for which all required gas safety checks have been carried out

100%

Fire safety checks

Proportion of homes for which all required fire safety checks have been carried out

100%

Asbestos safety checks

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

100%

Water safety checks

Proportion of homes for which all required Legionella risk assessments have been carried out

100%

Lift safety checks

Proportion of homes for which all required communal passenger lift safety checks have been carried out

64.1%

Overall satisfaction (transactional surveys*)

64.1% of our tenants reported that they were satisfied with the service provided by Saffron. *Transactional surveys measure overall satisfaction after specific interactions (e.g. following a repair)

1.53%

Arrears

Arrears: year-end (31/03/2025) rent arrears shown as a percentage (1.53%) of total rent debit

99.86%

Occupancy

99.86% of our Available to Let properties were occupied at year-end (31/03/2025)

24

Number of empty homes at end of year (31/03/2025)

24 of our Available to Let properties were unoccupied at year end (31/03/2025)

99.86%

Electrical testing

99.86% of our properties have had had all necessary electrical testing at year end (31/03/2025)

1

HHSRS (Housing Health & Safety Rating System) Category 1 Failures

If a hazard is a serious and poses immediate risk, this is classified as Category 1. There was 1 HHSRS report recorded as severe in March 2025

1

Tenants - accidents & near misses

There was 1 Tenant Accident/Near Miss in March 2025

1

Reports of Category 1 damp and mould not yet resolved at end of period (31/3/25)

There was 1 report of Category 1 Damp & Mould unresolved at 31/3/2025

44

Terminations in Period

44 tenancy contracts were terminated in March 2025

18

Re-let times - General Needs - March 2025

Of all General Needs Properties re-let in March 2025, the average re-let time was 18 days

Inspiring Community

Saffron exists for the benefit of the community.

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6,765

Number of affordable homes (31/03/2025)

Saffron had 6,765 affordable homes as at 31/3/2025

94

Number of new affordable homes completed during year 2024-2025

Saffron completed 94 new affordable homes in 24/25

25

Number of homes re-purposed via disposal during year 2024/2025

Saffron disposed of 25 homes via auction in 24/25

724

Number of Total Property Management Surveys older than 6 years (31/03/2025)

There were 724 properties older than 6 years as at 31/03/2025 that had not had a TPM Site Survey completed in the last 6 years

74.4%

Average SAP* rating (31/03/2025)

This is a way of comparing the energy performance of different homes. The average SAP rating of Saffron's properties was 74.4% as at 31/03/2025. *Standard Assessment Procedure

65.7%

Homes rated EPC C or above (31/03/2025)

72.2% of Saffron properties have EPC ratings of C or above as at 31/03/2025

Inspiring Organisation

A place where colleagues can flourish.

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71%

Colleague engagement

Monthly Performance Packs

Monthly Performance Pack - March 2024

pdf - 1206Kb

Monthly Performance Pack - January 2024

pdf - 860Kb

Monthly Performance Pack - December 2023

pdf - 1089Kb

Monthly Performance Pack - October 2023

pdf - 1372Kb

Monthly Performance Pack - September 2023

pdf - 1713Kb

Monthly Performance Pack - August 2023

pdf - 6857Kb

Monthly Performance Pack - July 2023

pdf - 2139Kb

If you need these documents in a different format such as an accessible PDF or braille, email info@saffronhousing.co.uk or call 01508 532000. 

We also offer INTRAN, which provides interpreting and translation services for people who are deaf, hard of hearing or who do not have English as a first language. To arrange support with INTRAN please contact a member of the Customer Contact Team on 01508 532000 or at info@saffronhousing.co.uk. Find out more by clicking here.

Housemark Reports

Housemark end of year report for social housing landlords 2022/23

pdf - 123Kb