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 relative to landlord size
21.4 per 1,000 homes Stage 1 · 2025Six Stage 1 complaints were received during 2025, against 280 relevant homes. Stage 2: 0 complaints per 1,000 homes; no Stage 2 complaints were received.
Complaints responded to within Complaint Handling Code timescales
Awaiting source dataHarbour Light is waiting for Mark Adams to confirm how the 2025 return recording six Stage 1 complaints was compiled and to provide or identify the underlying complaint timing evidence needed for the Stage 1 CH02 calculation. No Stage 2 complaints were received, so Stage 2 is not applicable.
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
47.1% 31 December 2025This percentage reflects the fact that we have recommissioned a large number of fire risk assessments and are currently working through the resulting recommendations and actions.
Proportion 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
During 2025.
Recorded in the 2025 report.
Recorded during 2025.
Referrals or investigations recorded in the 2025 report.
The Board considered the complaints report and self-assessment on 26 June 2026. The 2025 CH01 result is 21.4 Stage 1 complaints per 1,000 homes and 0 Stage 2 complaints per 1,000 homes. CH02 Stage 1 remains pending while Harbour Light waits for Mark Adams to confirm how the six-complaint return was compiled and to provide or identify the underlying timing evidence. 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
47.1% 31 December 2025This percentage reflects the fact that we have recommissioned a large number of fire risk assessments and are currently working through the resulting recommendations and actions.
Asbestos 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.
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 management-information reporting period is 1 January to 31 December 2025. The tenant perception results come from the 2024 survey.
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. Figures marked “being confirmed” will not be replaced with estimates.
Return to STAIRs
Class 4Performance
Back to Access to Information (STAIRs)Last reviewed: 13 September 2026.