Our performance
Information about how Harbour Light is performing as a landlord, including tenant satisfaction, repairs, complaints, safety and other management information.
Class 4 — Performance · Harbour Light Assisted Living CIC · RSH Registration No. 4791
At a glance
Annual management information covers 1 January to 31 December 2025.
Harbour Light's latest completed tenant perception survey.
Result from Harbour Light's 2024 tenant perception survey.
Tenant Satisfaction Measures
Tenant Satisfaction Measures, or TSMs, allow tenants to see how their landlord is performing.
Tenant perception measures
These measures come from tenants' answers to the Tenant Satisfaction Measures survey.
Management-information measures
These measures come from Harbour Light's records about services such as repairs, complaints and safety checks.
2024 tenant perception survey
The latest completed tenant perception survey was carried out in 2024.
As a provider with fewer than 1,000 social homes, Harbour Light may carry out the tenant perception survey at least once every two years. Management-information measures are updated annually.
Responses from 235 tenants.
Of the tenant survey population.
Tenant perception result for 2024.
2025 management-information measures
Management-information TSMs are based on Harbour Light's operational records and are updated annually.
Complaints received per 1,000 homes (2025)
Stage 1: Not available – historical complaint eligibility cannot be verified.Harbour Light has reviewed the historical reports described in its available 2025 complaint summary. The information does not establish that these were qualifying Stage 1 complaints made by Harbour Light tenants under the Housing Ombudsman's Complaint Handling Code. We therefore cannot reliably calculate a Stage 1 complaint rate per 1,000 homes for 2025. This does not mean complaints were not addressed, nor does it establish that no qualifying complaints occurred.
Stage 2: 0.0 complaints per 1,000 homes. The 2025 annual complaints records report no Stage 2 complaints.
Complaints responded to within Complaint Handling Code timescales (2025)
Stage 1: Not available – insufficient historical records.Stage 2: N/A – no Stage 2 complaints received.
Harbour Light has completed its assessment of the available 2025 complaints records. The evidence is insufficient to calculate a reliable Stage 1 response-timescale percentage. No Stage 2 complaints were recorded during the year, so a Stage 2 percentage is not applicable.
The available records do not establish which reports qualify as formal Stage 1 complaints or provide the formal acknowledgement and full response dates needed for a reliable calculation.
This does not mean that complaints were not investigated or addressed. It means that the available historical records do not support a verified performance calculation.
Anti-social behaviour cases relative to landlord size
Not reliably calculable for 2025Harbour Light did not maintain a structured central ASB case register during 2025 from which the number of landlord ASB cases opened, including cases involving hate incidents, can be reliably reconstructed. Individual incidents and warning letters have therefore not been converted retrospectively into an NM01 rate.
Homes that do not meet the Decent Homes Standard
0.7% 31 December 2025Two of 280 relevant homes did not meet the Decent Homes Standard at the 2025 year end.
Repairs completed within target timescale
Emergency repairs: Not reliably calculable for 2025
Non-emergency repairs: Not reliably calculable for 2025
Harbour Light's historic records provide reliable information about repairs raised and completed, but do not evidence one consistently recorded, estate-wide end-to-end completion target for every responsive repair during 2025. Harbour Light has therefore not retrospectively manufactured an RP02 percentage.
Gas safety checks
100% 2025 year-endProportion of homes for which all required gas safety checks were carried out.
Fire risk assessments
45.7% 126 of 276 relevant homes, as at 31 December 2025Proportion of homes requiring a fire risk assessment for which the required assessment could be evidenced as completed or current at 31 December 2025.
Asbestos safety checks
100% 2025 year-endProportion of relevant homes for which the required asbestos management evidence was in place.
Water safety checks
100% 2025 year-endProportion of homes for which all required water safety checks were carried out.
Lift safety checks
100% 2025 year-endProportion of relevant homes for which all required communal passenger lift safety checks were carried out.
Repairs performance
Harbour Light's validated 2025 Fixflo data records 1,708 completed responsive/reactive repairs within the Harbour Light social-housing scope.
Complaints performance
Historical complaint eligibility cannot be verified for 2025. This does not establish that no qualifying complaints occurred.
The 2025 assessment is complete. Historical records are insufficient to calculate a reliable percentage.
Recorded during 2025: 0.0 complaints per 1,000 homes. Response timescales: N/A – no Stage 2 complaints received.
Referrals or investigations recorded in the 2025 report.
The Board considered the complaints report and self-assessment on 26 June 2026. The 2025 CH01 Stage 1 rate is not available because historical complaint eligibility cannot be verified. CH01 Stage 2 is 0.0 complaints per 1,000 homes, with no Stage 2 complaints recorded. Harbour Light has completed its CH02 assessment. A reliable 2025 Stage 1 response-timescale percentage is not available because the historical records do not establish which reports qualify as formal Stage 1 complaints or contain enough timing information to calculate the result. No Stage 2 complaints were received, so CH02 Stage 2 is not applicable.
Building safety performance
The following management-information TSM results show Harbour Light's 2025 year-end position.
Gas safety
100% 2025 year-endFire risk assessments
45.7% 126 of 276 relevant homes, as at 31 December 2025Asbestos safety
100% 2025 year-endWater safety
100% 2025 year-endLift safety
100% 2025 year-endThe figures show whether the required safety checks relevant to each TSM had been carried out at the 2025 year end. Follow-on remedial work is managed separately and does not itself change whether the required check was completed.
October 2026 supplementary FRA snapshot
Fire Risk Assessment position at 1 October 2026: 90.7% (245 of 270 relevant homes).
This is a supplementary, date-specific snapshot, not the final 2026 annual TSM. It reflects subsequent FRA completions and a change in the relevant housing-stock denominator: six FRA-relevant homes left Harbour Light's stock following disposal in March 2026, reducing the denominator from 276 to 270.
Fire Risk Assessment reporting note: Following reconciliation of our Fire Risk Assessment records and Fixflo service-event information, Harbour Light has corrected its BS02 result for 31 December 2025 to 45.7% (126 of 276 relevant homes). A supplementary assessment snapshot at 1 October 2026 shows 90.7% (245 of 270 relevant homes). The two figures relate to different dates and housing-stock populations. An FRA survey may be completed while remedial works identified by that assessment remain outstanding; those works are managed separately. The BS02 result does not indicate the proportion of homes that are unsafe.
Anti-social behaviour performance
Harbour Light did not maintain a structured central ASB case register during 2025 from which the number of landlord ASB cases opened, including cases involving hate incidents, can be reliably reconstructed. Individual incidents and warning letters have therefore not been converted retrospectively into an NM01 rate.
Harbour Light is improving its case-level recording so that future annual NM01 figures can be calculated consistently.
Possession and eviction information
Aggregate figures for the 2025 calendar year are shown separately for each stage of possession action.
Notices served during 2025.
Order obtained in 2025.
Tenancy ending during 2025.
Serving a notice does not itself mean a tenant was evicted. The figures are therefore shown separately so the different stages of possession action are clear.
Regulatory and inspection position
Harbour Light is a small registered provider with fewer than 1,000 social homes.
The Regulator of Social Housing does not issue Harbour Light with the routine consumer, governance and viability grades used for large providers. Harbour Light is not in the programmed inspection cycle for large providers, although responsive regulatory engagement remains possible.
No separate formal RSH landlord-performance inspection outcome or regulatory grade applies for the 2025 reporting period.
If a formal RSH finding is issued in future, this section can be updated.
STAIRs information requests
Chapter 2 of STAIRs begins on 1 April 2027. Harbour Light will publish appropriate aggregate information about STAIRs requests and reviews once that information exists.
About these figures
Reporting periods
The annual management-information reporting period is 1 January to 31 December 2025. The tenant perception results come from the 2024 survey. The supplementary FRA snapshot is separately labelled 1 October 2026 and is not the 2026 year-end annual TSM.
Evidence and scope
Harbour Light uses existing operational evidence such as Fixflo, complaint records and compliance records. Blue Cedar records and the non-residential Linacre Road office are excluded where they fall outside the Harbour Light social-housing measure. Where historical evidence is insufficient, results are shown as unavailable or not reliably calculable rather than estimated. An unavailable result does not mean that no complaints or incidents occurred.
Return to STAIRs
Class 4Performance
Back to Access to Information (STAIRs)Last reviewed: 21 October 2026.