The Social Housing White Paper which was published at the end of 2020. This is essentially a charter that sets out what tenants can expect from a landlord and makes it easier for tenants to them accountable.

The charter for social housing residents: social housing white paper - GOV.UK (www.gov.uk)

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 performance for the TSM's will be published in the summer 2024.

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 2024 can be found here. ^{(pdf, 192kb)}

Please see link under the documents section on this page for the full infographic of results from the 2023 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.

 

Learning from complaints is important to us, click here ^{(pdf, 316kb)} for 2022/23 on how we have changed the delivery of a service because of a complaint. 

Our latest performance (This section is under construction) 

Every month we provide data on the phosphate and nitrate levels at Northington Road and The Goodens.

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 WCC Planning provides more information about it: Nutrient Neutrality - Nitrates and Phosphates - Winchester City Council

WCC 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 July 2024, following the necessary settling in the biological processes:

STW Site	Northington Road		The Goodens
Determinand	Nitrate    mg/l	Phosphate   mg/l	Nitrate      mg/l	Phosphate   mg/l
Base Value Set by Natural England:	70.90	9.70	70.90	9.70
Average before Upgrade	25.83	9.75	-	-
Tested after Upgrade: July-24	3.60	6.18	1.40	17.60
Aug-24	4.60	7.36	1.40	16.10
Sep-24	1.00	8.52	1.2	12.1
Oct - 24	7.10	8.07	2.80	7.15