Flagship Housing Limited
Tenant Satisfaction Measures 2024/25
Housing associationSouth32,371 homesRegulator code 4651
In 2024/25, 75.6% of Flagship Housing Limited's tenants in rented homes were satisfied overall with its service (TP01). That is above the median of 75.4% for housing associations, putting it in the second quartile (94th of 195).
That is up 3.7 points on 2023/24. Against other housing associations, its strongest result was complaints handling and its most room to improve was keeps tenants informed.
Flagship Housing Limited has not published results for 2025/26. These are its latest, for 2024/25.
Compare Flagship Housing Limited with its peers
Peers by size, region or patch, three-year trends, a what-if tool and a printable report, in the TSM Tracker.
Tenant perception, rented homes
| Measure | 2024/25 | Median for housing associations | Quartile | Since 2023/24 |
|---|---|---|---|---|
| TP01Overall satisfaction | 75.6% | 75.4% | 2nd | ▲ +3.7 |
| TP02Satisfaction with repairs | 76.9% | 76.1% | 2nd | ▲ +5.0 |
| TP03Time taken for repairs | 71.1% | 70.8% | 2nd | ▲ +7.1 |
| TP04Well-maintained home | 74.7% | 75.0% | 3rd | ▲ +2.6 |
| TP05Safe home | 81.2% | 80.3% | 2nd | ▲ +0.1 |
| TP06Listens and acts | 63.5% | 65.7% | 3rd | ▲ +3.0 |
| TP07Keeps tenants informed | 70.0% | 74.4% | 3rd | ▲ +3.0 |
| TP08Fair and respectful | 80.8% | 80.4% | 2nd | ▲ +4.5 |
| TP09Complaints handling | 41.5% | 38.8% | 2nd | ▲ +3.8 |
| TP10Communal areas | 69.6% | 68.8% | 2nd | ▼ −1.3 |
| TP11Neighbourhood contribution | 63.4% | 67.2% | 3rd | ▲ +3.4 |
| TP12Anti-social behaviour | 59.1% | 63.4% | 3rd | ▲ +2.1 |
Repairs & building safety
| Measure | 2024/25 | Median for housing associations | Quartile | Since 2023/24 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 1.4% | 0.1% | Bottom | ▼ −1.0 |
| RP02_1Non-emergency repairs on time | 72.9% | 81.3% | Bottom | ▲ +14.5 |
| RP02_2Emergency repairs on time | 94.3% | 95.2% | 3rd | ▲ +2.5 |
| BS01Gas safety checks | 99.8% | 100.0% | Bottom | ▲ +1.0 |
| BS02Fire risk assessments | 96.6% | 100.0% | Bottom | ▼ −2.1 |
| BS03Asbestos surveys | 99.9% | 100.0% | 3rd | 0.0 |
| BS04Legionella assessments | 95.0% | 100.0% | Bottom | ▼ −5.0 |
| BS05Lift safety checks | 100.0% | 100.0% | 2nd | 0.0 |
Complaints & neighbourhood
| Measure | 2024/25 | Median for housing associations | Quartile | Since 2023/24 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 84.9 per 1,000 homes | 59.0 | Bottom | ▲ +6.12 |
| CH01_2Stage 2 complaints rate (lower is better) | 9.10 per 1,000 homes | 9.00 | 3rd | ▲ +3.38 |
| CH02_1Stage 1 responded in time | 91.3% | 93.9% | 3rd | ▼ −3.6 |
| CH02_2Stage 2 responded in time | 69.9% | 93.8% | Bottom | ▼ −10.3 |
| NM01_1ASB cases rate (lower is better) | 48.0 per 1,000 homes | 34.5 | 3rd | ▼ −47.7 |
| NM01_2Hate incident cases rate (lower is better) | 2.10 per 1,000 homes | 0.70 | Bottom | ▼ −1.01 |
Quartiles and medians compare Flagship Housing Limited with the housing associations that published each measure for rented homes.
The 2024/25 tenant survey was run by telephone, 2,401 responses, margin of error ±1.9 points.
Other housing associations in South
Contains public sector information published by the Regulator of Social Housing, licensed under the Open Government Licence v3.0. Map boundaries: ONS Open Geography Portal, Crown copyright and database right, OGL v3.0. Analysis by CX-Feedback.