Housing 21: how does this landlord perform?
Housing 21 owns 21,944 social homes in 211 English local authority areas (31 March 2026), most of them in Sunderland (720). In 2024/25, 89.8% of its tenants were satisfied with the overall service (England median 71.8%), up from 86.6% in 2023/24; 0.0% of homes did not meet the Decent Homes Standard; 97.3% of routine repairs were done within its target. Regulator's consumer grade: C1 (13 May 2026). Source: Regulator of Social Housing.
Tenant Satisfaction Measures: 2023/24 and 2024/25
| Measure | 2024/25 | 2023/24 | England median 2024/25 |
|---|---|---|---|
| Satisfied with the overall service (TP01) | 89.8% | 86.6% | 71.8% |
| Satisfied with repairs (TP02) | 90.1% | 86.8% | 73.6% |
| Satisfied with time taken for the last repair (TP03) | 87.2% | 82.9% | 69.5% |
| Home is well maintained (TP04) | 90.3% | 87.0% | 71.9% |
| Home is safe (TP05) | 91.3% | 88.7% | 77.6% |
| Landlord listens and acts (TP06) | 79.0% | 73.0% | 61.6% |
| Satisfied with complaints handling (TP09) | 60.3% | 48.6% | 35.5% |
| Satisfied with anti-social behaviour handling (TP12) | 75.8% | 71.2% | 59.5% |
| Homes not meeting the Decent Homes Standard (RP01) | 0.0% | 0.0% | 0.5% |
| Non-emergency repairs within target (RP02) | 97.3% | 80.2% | 82.5% |
| Emergency repairs within target (RP02) | 93.8% | 73.2% | 94.9% |
| Stage one complaints per 1,000 homes (CH01) | 12.9 | 5.9 | 53.9 |
| Stage one complaints answered in time (CH02) | 93.9% | 92.7% | 89.9% |
| Gas safety checks done (BS01) | 100.0% | 100.0% | 100.0% |
| Fire risk assessments done (BS02) | 100.0% | 100.0% | 100.0% |
| Anti-social behaviour cases per 1,000 homes (NM01) | 8.9 | 15.3 | 36.0 |
Satisfaction measures come from the landlord's own tenant survey (11,529 responses in 2024/25); management measures from its own records. Median across the 353 landlords that reported. The landlord's own TSM publication: https://www.housing21.org.uk/residents/our-performance/.
Regulator's grades
| Consumer standards (C1–C4) | C1, 13 May 2026 |
|---|---|
| Governance (G1–G4) | G1, 17 December 2025 |
| Financial viability (V1–V4) | V1, 17 December 2025 |
| Latest engagement | Responsive Engagement (13 May 2026) |
C1 = the landlord meets the consumer standards; C2 = some weaknesses; C3 = serious failings; C4 = very serious failings. Governance and viability apply to housing associations only. An asterisk (C1*) marks a grade given in an inspection within a group. Source: regulatory judgements table, 28 October 2026.
Where it owns homes
| Area | Homes | Share of the area's social homes | Failing Decent Homes |
|---|---|---|---|
| Sunderland | 720 | 2% | 0 |
| Birmingham | 538 | 1% | 0 |
| North Yorkshire | 532 | 1% | 0 |
| Bradford | 530 | 2% | 0 |
| Doncaster | 452 | 2% | 0 |
| Walsall | 330 | 1% | 0 |
| West Northamptonshire | 323 | 1% | 0 |
| Leeds | 314 | 0% | 0 |
| Wolverhampton | 313 | 1% | 0 |
| Wirral | 296 | 1% | 0 |
| Sandwell | 289 | 1% | 0 |
| Portsmouth | 283 | 2% | 0 |
| Dudley | 281 | 1% | 0 |
| Stoke-on-Trent | 263 | 1% | 0 |
| Wigan | 263 | 1% | 0 |
196 more areas
Housing association homes by local authority, 31 March 2026 (Statistical Data Return).
Tenant Satisfaction Measures (TSM) are reported by each landlord for its whole stock (or its group), not for one area; survey methods differ and the regulator warns against direct comparison. Figures are for 2024/25, the latest published when this site was built.