Our performance

Read more about our reporting to you as our clients

Our reports

At St Mungo’s, we are committed to being transparent, accountable and continually improving the services we provide. Measuring our performance helps us understand what we are doing well, where we need to improve, and how effectively we are supporting people to end homelessness and rebuild their lives. We use a range of client feedback, satisfaction measures and service performance indicators to assess our impact and ensure that the voices and experiences of people who use our services remain at the heart of our work.

On this page, you can explore information about our performance, including client and tenant satisfaction, service quality, housing management standards, complaints handling and other key measures. By sharing our results openly, we aim to demonstrate our commitment to delivering safe, effective and person-centred services

Tenant Satisfaction Measures

The Regulator for Social Housing requires landlords of social housing to report on how well they are performing their duties and how satisfied their tenants are – this set of indicators is called the ‘Tenant Satisfaction Measures’ (TSMs).

This is designed to improve things for people living in social housing by:

Letting the regulator compare landlords and highlighting how they might need to improve in different areas
Giving tenants (current and future) a chance to assess how their landlord is doing in relation to their needs

We also use this information internally to improve our services as much as possible to make sure our tenants (or ‘clients’) have a place they can call home.

Report to Residents

This report is a chance, in one place, to let you know how we have handled and dealt with maintenance problems and repairs and responded to complaints in our accommodation services specifically.

Quarterly reporting

At St Mungo’s, your experience, your safety, and your wellbeing shape everything we do. This update shares what we’ve learned over the last quarter — including what’s working well, where we need to improve, and what we’re doing next. These numbers reflect your feedback and the day‑to‑day reality in our services, and they help us make things better together.