In April 2024, new regulations for consumer standards were introduced for local authorities by the Regulator of Social Housing (RSH). To make sure that we were meeting the new standards as soon as possible, we committed to reviewing our housing service performance, measuring it specifically against the new standards. 

For more information click here on the Regulator.

OctoberOctober 2025 performance

Click here ^{(pptx, 10.4mb)} to see our TACT annual report  on our key performance for 2024/25

• Call handling & customer satisfaction​
• Arrears performance​
• Voids performance​
• Responsive repairs​
• Compliance – ‘the big 6’​
• Fire safety​
• Damp & Mould​
• ASB ​
• Retrofit

From April 2023 social housing providers started collecting data on the new TSMs which will be submitted to the Regulator in 2024 and each year going forward. 

The Tenant Satisfaction Measures focus on five key themes, which contribute to the overall satisfaction levels:

• Keeping properties in good repair
• Building safety and safety checks
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management

Read the Tenant Satisfaction Measures leaflet from the Regulator of Social Housing here.

Our data submission for June 2025 can be found here this is for  measures for 2024/25 and survey for September 2024

Please see link under the documents section on this page for the full infographic of results from the 2024 survey.

 

We aim to offer good customer experience and good standard of service at all times, but recognises that, at times, things can go wrong. If they do, we need to know so we can put them right and learn from them. Visit the housing complaints web page to see how you can make a complaint.

 Please see link under the documents section on this page for the annual performance for 2023/24

If you would like to be involved in working with the council to improve services and learn from complaints contact Tenant Involvement to find out the different ways you can do this. email tenantpartnership@winchester.gov.uk or phone the Freephone number 0800 716 987.’

The report provides (available in the downloads on the right ) you with a review our performance and, includes a summary of the work that we did throughout this financial year and what our plans are for next year.

We welcome any feedback you may have regarding our Annual Report. Please email us.

 

We have a number of Housing Improvement Workshops for pur tenants to attend to have an influence on housing services. for more information click here  

Increased levels of nutrients, particularly nitrogen and phosphorus, can cause some plants to grow more quickly in freshwater ecosystems and estuaries, upsetting natural processes and having an adverse effect on wildlife. In addition to harming the plants and wildlife, this process known as "eutrophication" ruins these ecosystems that depend on water. Excessive nutrient sources vary greatly depending on the location, but can include septic tanks, sewage treatment plants, livestock, arable farming, and industrial operations.

In 2019, Natural England imposed a rule stating that, because of the high nutrient concentrations in the protected sites, any new development of overnight accommodation in the catchments that drain into the Solent must be "nutrient neutral."

Hence, projects in these catchments must figure out how to reduce the amount of nutrients for the lifetime of the development that discharge into the Solent. Nutrient Mitigation Credits are a measure of removing more phosphate and nitrate from the effluent by upgrading sewage treatment facilities. These credits can be used to offset the excess nutrient load generated by new residential buildings with declaring the development "nutrient neutral”. In Planning, The following link in Winchester City Council Planning provides more information about it: Nutrient Neutrality - Nitrates and Phosphates - Winchester City Council

Winchester City Council has managed some sewage treatment works, septic tanks, and cesspools for their own housing sites in areas without access to a public sewer system. Those in the Itchen Catchment Area have been assessed for Nutrient Mitigation Credits and The Goodens and Northington Road STW have been chosen for pilot projects.

The existing treatment system at Northington Road STW was added with a BioTreat 10 Horizontal Granular Tertiary Treatment Module (125PE) produced by Kingspan Klargester. Similarly, the one2clean+XXL (32PE) package treatment plant made by Graf replaced the old septic tank at The Goodens. The following are the test results from November 2024, following the necessary settling in the biological processes:

STW Site	Northington Road		The Goodens
Determinand	Total Nitrogen    mg/l	Total Phosphate   mg/l	Total Nitrogen     mg/l	Total Phosphate   mg/l
Base Value Set by Natural England:	70.90	9.70	70.90	9.70
Tested after Upgrade: Nov-24	7.10	8.11	13.70	4.99
Dec - 24	17.40	7.22	4.40	2.16
Jan-25	29.80	7.43	9.10	3.68
Feb - 25	28.60	6.62	2.60	0.41
Mar - 25	18.80	8.48	9.20	8.08
Apr - 25	6.50	10.20	2.30	0.87
May- 25	19.80	10.40	-	-
Jun - 25	16.50	9.92	4.40	1.35
Jul - 25	15.10	8.83	7.30	9.23
Aug - 25	12.00	8.31	7.60	2.26
Sept - 25	31.90*	9.05	24.60*	8.69
Oct - 25	37.70**	8.10	43.70**	2.97
Nov- 25	27.90*	9.02	2.10	1.46