Log in to raise a repair issue, manage your rent payments, view your tenancy agreement, newsletter and find your home user manuals and documentation.

Not yet registered for the portal? Click here to register.

 

Use the resident portal for:
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Money
Paying your rent

The best way to pay your rent is via Direct Debit, this can be set up through our resident portal. If you would prefer to speak to someone about paying your rent, please call 01225 838 490.

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Tools
Repairs and maintenance

All non-emergency repairs should be reported through the resident portal. You will be able to self-diagnose the issue if appropriate, and if work is required your Property Manager will then pick the issue up through the portal and inform the relevant contractor. You will receive real time updates on the progress of resolving the issue.

For all emergency repairs please contact your Property Manager, or outside of office hours please contact the out of hours team on 01772 667182.

If you cannot access the resident portal, please call Touchstone on 01225 838 490.

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Compliments and complaints

We strive to provide an excellent service for all our residents and welcome your feedback and suggestions for improvement. If you would like to feedback on any areas of your experience with Dolphin Living or Touchstone please email us.
If you would like to make a complaint you can contact us:
By email:    feedback@touchstonecps.com
By phone:    01225 838 363
By post:    Touchstone Residential Lettings, 2 Crescent Office Park, Clarks Way, Bath BA2 2AF

We aim to investigate all complaints within 20 days, click here to see our Complaints Policy.

Dolphin has carried out a self-assessment against the Housing Ombudsman’s Complaint Handling Code, read more herePlease click to read our Annual Complaints and Service Improvement Report 2023/24 and our Governing Body message.

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Paperwork
Resident Newsletter

Our Resident Newsletter aims to keep you in the loop on what Dolphin Living are doing so we can continue to make sure you are happy in your home.  You can download it here.

We take on board feedback we receive through our Customer Satisfaction Surveys and use it to make improvements for all our residents, and to continue to support working Londoners by providing affordable homes.

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People
Get involved

Our recent Customer Satisfaction Surveys highlighted that our residents value the opportunity to be involved with Dolphin and Touchstone and creating a community environment in your developments.

Residents have expressed an interest in regular meetings with both Dolphin Living and Touchstone, as well as creating resident groups. We encourage our residents to get involved and make suggestions for improvement, and we continue to work to support residents in doing so.

If you are interested in resident engagement activities and getting more involved with your community, please contact your Property Manager and they will be happy to chat through the possibilities with you.

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FAQs
Rent
How should I pay my rent?

Paying your rent by Direct Debit is the best option, speak to Touchstone to help with setting this up.

My earnings have dropped, and I can no longer afford my rent? Can I pay a lower rent?

Give Touchstone a call and they will be able to advise on financial support options available to you.

Will my rent increase annually?

Yes, but all our intermediate and affordable homes will never be more than 80% of local market rents.

My earnings have increased, and I am now over the affordability cap. Can I stay in my Dolphin home?

Your earnings are only reviewed at the point of tenancy renewal, and if you earn over the cap your tenancy would not be renewed; this is to ensure our homes go to those who need them.   We will work with you to agree a suitable timeframe to move out and find a new home.

My tenancy
I would like to move to a bigger Dolphin Living home or a Dolphin Living home in another location?

If you are currently living in a Dolphin home in Westminster, Hammersmith & Fulham or Camden you need to reapply via the local authority. For all other boroughs please contact Touchstone.

You will need to give Dolphin a minimum of 3 months notice that you wish to move properties.

Someone on my tenancy agreement is moving out and I can no longer afford my rent, what should I do?

Speak to our lettings team at Dolphin to work out your options.

Can I buy my Dolphin Living home?

No, all our homes are only available for rent.

My tenancy agreement is due for renewal soon; will it be automatically renewed?

At the point of renewal you will have reference checks and affordability checks again; this is to ensure our homes are still going to those that qualify and need them. If you pass these checks and there have been no breaches of your tenancy your agreement will be renewed.

I am moving out, can I nominate someone to take over my flat?

No, all potential residents have to follow the application process.

Someone on my tenancy agreement is moving out, can I replace them?

You will need to speak to our lettings team at Dolphin to discuss your options when someone moves out; everyone living in the home must be on the tenancy agreement and meet the eligibility requirements.

Can I sublet or Airbnb my home?

No, and any residents found to be letting their home through Airbnb or similar, or subletting will be evicted and earnings made from subletting can be subject to full recovery by Dolphin Living.

Can I move from an intermediate rent home to a home in the Accelerator scheme?

Yes, as long as you qualify for the Accelerator programme.  You will have to follow the accelerator application process.

I would like to move out, what are the next steps?

You need to give at least 3 months’ notice if you would like to move out, please give Touchstone a call to discuss the process. 

Living in my home
Can I have a pet?

No, all Dolphin homes are pet free.

I’m not happy with something in my home, who should I talk to?

We try our best but cannot always get it right, if you would like to raise an issue please contact Touchstone.

Can I decorate or make alterations in my home?

We do allow reasonable decoration, but please speak to Touchstone before making any changes.

How can I report anti-social behaviour?

All our residents should be able to enjoy their homes, if you need to report behaviour that is impacting this please contact Touchstone.

Repair and Maintenance
Something in my home needs repairing, what should I do?

Log the repair via the resident portal or by calling Touchstone and you will be updated on the progress of getting it sorted.

Who should I call if the repair is an emergency?

Please contact your Property Manager at Touchstone to report this.  If the repair arises outside of office hours please call 01772 667182.

Download the latest residents' newsletter
Resident Newsletter 2025
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Residents Newsletter 2024
Document
Residents Newsletter 2023
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Residents newsletter 2022
Document
Our Performance
Our Tenant Satisfaction Measures (TSMs)

Our Tenant Satisfaction Measures (TSMs) results help us understand what we are doing well and where we need to improve. 

Background

The TSMs have been introduced by the Regulator of Social Housing (RSH) in England to assess how well landlords are doing in providing good quality homes and services. These measures were introduced on the 1st of April 2023. 

There are 22 measures in total. 12 of these measures come directly from our customer feedback surveys, 10 measures come from the information we hold in our systems on operational activity. The measures have been designed to drive up standards and improve the quality of social housing by ensuring that landlords and housing providers are accountable for the services delivered to residents.  

For the Regulator to enforce these standards they introduced the TSMs to assess the performance of landlords like Dolphin Housing Limited (DHL). The TSMs are intended to make a meaningful difference to you as residents, be possible for your landlord to carry out and something that the RSH can regulate.  

The measures focus on five key themes: 

  • • Keeping properties in good repair. 
  • • Maintaining building safety. 
  • • Respectful and helpful engagement. 
  • • Effective handling of complaints. 
  • • Responsible neighbourhood management  

All social housing landlords will be responsible for running tenant perception surveys to collect data for the tenant satisfaction measures TP01—TP12. Smaller landlords, with fewer than 1000 homes, like Dolphin Housing Limited are required to produce this every two years. 

 

Our approach

We carried out our Tenant perception survey between 7th February 2025 to the 31st March 2025, for the year 2024/25 (1st April 2024 – 21st March 2025). We took a census approach asking all 150 DHL households to complete the survey. The survey link was sent via email and was available in any requested language. We also gave residents the opportunity to fill in the survey over the phone if they were unable to fill it in online. DHL take a digital first approach and communicate with residents via email unless requested otherwise. We had sixty seven responses to the survey. Sixty were filled out online while seven were completed over the phone with a team member. All participants were entered into a prize draw to win a Sparkle Clean of their property as an incentive for filling out the survey.  

Dolphin Living ask the tenant perception questions in our rolling customer survey which goes out to residents across our portfolio. This survey can be filled in anonymously and therefore it is not possible to decipher which participants are Dolphin Housing Limited residents and which are those of Dolphin Square Charitable Foundation. Therefore, we have not included the results of these questions in our calculations. Please note that this customer survey was not sent to DHL residents within the 6 months prior to the tenant perception survey to ensure they did not suffer from survey fatigue which may have affected our response rate.  

The survey questions were asked as set out below: 

  1. Which building do you live in?  
  2. Taking everything into account, how satisfied or dissatisfied are you with the service provided by Dolphin Living? 
  3. Has Dolphin Living carried out a repair to your home in the past 12 months? 
  4. If yes, how satisfied or dissatisfied are you with the overall repairs service from Dolphin Living over the last 12 months? 
  5. If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 
  6. How satisfied or dissatisfied are you that Dolphin Living provides a home that is well maintained? 
  7. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Dolphin Living provides a home that is safe? 
  8. How satisfied or dissatisfied are you that Dolphin Living listens to your views and acts upon them? 
  9. How satisfied or dissatisfied are you that Dolphin Living keeps you informed about things that matter to you? 
  10. To what extent do you agree or disagree with the following ''Dolphin Living treats me fairly and with respect”? 
  11.  Have you made a complaint in the last 12 months? 
  12.  If yes, how satisfied or dissatisfied are you with Dolphin Living's approach to complaints handling? 
  13. Do you live in a building with communal areas, either inside or outside, that Dolphin Living is responsible for maintaining? 
  14. If yes, how satisfied or dissatisfied are you that Dolphin Living keeps these communal areas clean and well maintained? 
  15. How satisfied or dissatisfied are you that Dolphin Living makes a positive contribution to your neighbourhood? 
  16. How satisfied or dissatisfied are you with Dolphin Living's approach to handling anti-social behaviour? 
  17. Please use this space if you have any additional feedback you would like to share 

 

View our results in full here 

 

What do our results tell us?

We are very pleased to see a strong set of TSM results, and in particular high Tenant Perception results with an average score of 73% overall.   It is particularly pleasing that our residents feel we treat them fairly and with respect, and that we are providing a high level of service. Residents are at the heart of everything we do at Dolphin Housing Limited and we pride ourselves on building honest and transparent relationships. It is also good to see relatively high levels of satisfaction with repairs; reflecting our ongoing work in this area which included a full end to end process review earlier in the year. One of the lower scores is around our contribution to the neighbourhood. Given our size it can be hard to show tangible contributions in this area but we work closely with local councils and providers where possible. Complaint handling is also one of our lower scores but we are confident that the improvements we are making in this area, in addition to hiring a new Resident Liaison and Regulation Manager, will increase our levels of satisfaction going forward. Our lowest score is our approach to handling anti-social behaviour (ASB). This is largely driven by a high number of ‘neither satisfied or dissatisfied’ responses. At properties where we do not manage the whole building, or residents have not been affected by ASB in any form, we feel this is a likely response. However we continue to review all ASB cases to drive resolutions and take appropriate action with all parties involved.  

We have reviewed the results of our TSM’s with our Group Board and will be implementing changes and driving improvements based on the results during the coming year.