Our performance
Regulatory Grades: C1 / G1 / V1
Sparrow has achieved the highest grades for consumer standards, governance and financial viability. This means we meet the Regulator of Social Housing's requirements, manage risk responsibly, and treat customers with fairness and respect – maintaining safety and using feedback to improve our services.
So, how are we doing?
We'll be open about our progress as Sparrow begins its journey. Here you’ll find performance data from November 2025, showing where we are.
This is just the start. Our 2025–27 strategy is about building strong foundations – creating a well-run business now, ready to grow tomorrow. And we’ll shape that future by listening, learning, and improving with our customers.
Shared spaces
We'll make sure your home is safe and your communal areas are well-maintained
100% of communal emergency repairs completed on time
83% of communal routine repairs completed on time
100% of Fire Risk Assessments completed
100% compliance with statutory safety checks
Tenancy
We'll give you helpful information so you can manage your home how you like
9 customers who have staircased (brought more shares)
19 customers who have sold their home
28% of customers signed up to our online portal
3118 shared owners with Sparrow - and counting
Neighbourhood
We'll be a responsible landlord and partner in your community
0 open anti-social behaviour cases
0 anti-social behaviour cases resolved
100% of estates inspected
98% of homes with A or B EPC rating
Empowerment
We'll listen to you, act on your feedback, and involve you in decisions
93% of customer calls answered
2 formal complaints received (Stage 1)
1 complaint escalated to Stage 2
359 customer feedback surveys completed
Tenant Satisfaction Measures (TSMs)
TSMs are a new way for housing providers to show how well they are performing. The Regulator of Social Housing requires all landlords to complete an annual customer perception survey and regularly report on their own performance and safety checks.
In October and November 2024, Sage Homes - your previous provider - commissioned independent researchers, Acuity, to carry out 517 interviews with customers (17% of total households). Under the TSM rules, these results also include blocks owned and managed by third-parties, so the data may not always match the figures we publish for the homes Sparrow directly manages.
41%: Overall satisfaction with landlord
71%: Satisfaction that the home is safe
30%: Satisfaction that the landlord listen to tenant views and acts upon them
59%: Satisfaction that the landlord keeps tenants informed about things that matter to them
52%: Agreement that the landlord treats tenants fairly and with respect
15%: Satisfaction with the landlord's approach to handling complaints
34%: Satisfaction that the landlord keeps communal areas clean, safe, and well-maintained
34%: Satisfaction that the landlord makes a positive contribution to neighbourhoods
31%: Satisfaction with the landlord's approach to handling of anti-social behaviour
100%: Gas safety checks
98.7%: Fire safety checks
N/A: Asbestos safety checks*
55%: Water safety checks
97.6%: Lift safety checks
*None of our homes have asbestos
35.5: Stage 1 complaints relative to the size of the landlord
13.1: Stage 2 complaints relative to the size of the landlord
84%: Stage 1 complaints responded to within the Complaints Handling Code timescales
93%: Stage 2 complaints responded to within the Complaints Handling Code timescales
27: Number of anti-social behaviour cases opened per 1000 homes
0: Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes
Value for Money 2024
In 2024, we focused on making every penny count. From cost efficiency to customer satisfaction, here’s how we performed -and where we’re heading next.
• £1,963 spent per home - lean, efficient, and well below the sector average.
• 63% operating margin on social housing lettings
• 35% overall margin, with a target of 52% for 2025
• 5.0% return on capital employed – strong performance without debt
• 41% customer satisfaction in shared ownership - below target, but we’re working hard to improve it. We'll be investing in better service, clearer communication, and stronger relationships to reach 50% and beyond.
• 97% of complaints responded to on time
• 100% rent collection
• 1.1% arrears - just above target
• 72% staff satisfaction—on the rise, with an 80% target for next year
Looking ahead
Because Sparrow is new, this is just the beginning. We're putting the right systems and people in place so that performance data is reliable, transparent, and useful to you.
As we grow, we'll share more regular updates and highlight where we're improving - and where we need to do better.
