We’re committed to providing safe, high‑quality homes and excellent services for our residents.
To make sure we’re delivering on that commitment, we closely monitor our performance, benchmark ourselves against other housing providers, and follow robust regulatory standards.
The sections below explain how we’re assessed, how we measure success, and how we use this insight to keep improving.
We set ambitious targets and continually track our performance to understand how well we’re meeting our objectives.
Our services are reviewed by residents and independently regulated.
The Regulator of Social Housing oversees all registered housing providers. Its most recent judgement on emh group was issued in November 2024.
The Regulator has also introduced Tenant Satisfaction Measures (TSMs) to show how well social housing landlords deliver safe, well‑maintained homes and good customer service.
See our latest TSM performance here.
The Consumer Standards set out the expectations all social housing providers must meet to ensure residents receive safe, high-quality homes and services.
These standards are designed to protect residents’ rights, promote fairness, and make sure landlords are accountable for the services they deliver.
View our latest self assessment here: consumer-standards-self-review-2025.pdf
Visit the page for more information on the standards: Consumer Standards
As of 31 March 2025:
- All but 123 emh homes met the Government’s Decent Homes Standard.
- 100% of homes had up‑to‑date fire, Legionella, asbestos and lift safety assessments and certificates, where required.
We compare our performance each year with similar housing associations through Housemark.
This helps us understand how we’re performing and where we can continue to improve.
Social Tenants Access to Information Requirements (STAIRs)
From 1 October 2026, we and all other registered housing providers must publish information about how we manage homes, tenancies and services.
The STAIRs scheme includes details of:
- Our senior staff
- How we spend the money we collect from rents and service charges
- Our policies, strategies and future plans
- How we're performing.
Tenants will also have new rights to access information about how their homes and services are managed. From 1 April 2027, we must respond to requests for this kind of information within 30 days.
See here for more information about STAIRs from the Housing Ombudsman Service.
Tenant Satisfaction Measures
Consumer Standards
Awaab’s Law: What it means for you
