Our Performance
We aim to be open and accountable when sharing our performance information. To show our commitment to providing a continually improving service, we measure, monitor and publish our performance information quarterly; a comprehensive, independent Tenant Satisfaction Survey biannually; an assessment of our complaints performance annually and a self-assessment of our complaints service annually.
You may see us ask for feedback after a repair or as part of our regular tenant surveys. Your feedback is a vital part of how we gather and report our performance. The more feedback we receive, whether it be positive or telling us how we can improve, allows us to know how we’re doing and what areas we need to focus on.
If you have any questions or feedback on how we deliver our performance information, please email us at info@wmhaltd.org.uk or by giving us a call at 0151 647 5471
The Ombudsman’s Regulatory Self Assessment
The Housing Ombudsman has a code that all Registered Social Landlords follow, and to ensure we are operating in line with the code, we complete a self-assessment annually. To see the self-assessment, click on the following link: WMHA Ombudsman’s Self Assessment 2025
Annual Complaints Report
On an annual basis we report to our board on all the complaints we receive at the association. To see the report for 2024-25, read about some of the lessons we have learned and read our improvement plan. Click on the following link: Annual Complaints Performance and Service Improvement Plan 2024-5. The board considered the report and service plan in December 2024 and has issued this response to the Governing Board
Tenant Satisfaction Measures Results & Action Plan
We completed a satisfaction survey of all our tenants earlier this year and here are the results. In response to what you said we have drawn up and action plan of what we are going to do in response to your feedback.
To review the year end performance for 2025/26 – CLICK HERE
Customer Care Standards
Please click here to see our Customer Care Standards