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.
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.
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.
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.
Tenant Satisfaction Measures
Consumer Standards
Awaab’s Law: What it means for you
Subject Access Request form
