Our Performance

We aim to be open and accountable, and to show you that our services our continually improving. To do this, we measure, monitor and publish our performance information.

 

Measuring Our Performance

We collect facts and figures about all of our services, then we measure ourselves against -

• Other housing associations
• Our performance in past months and years
• Our service standards, set by our residents

Our Board analyses performance statistics regularly, looking at all our service areas. Regular monitoring means that any problems can be identified quickly, allowing us to make plans to fix them.

 

Our Current Performance

Click on the link below to open a PDF document, which will show detailed strategic performance information -

• Strategic Tracker[pdf] 607KB

 

Anti-social Behaviour

Take a look at our Anti-Social Behaviour page for up-to-date information on how we are doing.

 

Complaints 2018/19

Complaints Volume 2018/19 

• 742 Complaints Resolved
• 379 Complaints Upheld  
   

88% of complaints responded to within 15 working days

 

Upheld Complaints

	111 Gas & Central Heating
	30 Plumbing
	26 Raising Work
	21 Plastering
	24 Joinery

 

Learning from Complaints

	41 Potential service improvements
	18 Changes to service delivery

 

Compliments 2018/19

Compliments Volume 2018/19

• 336 Compliments Recived
   

Most Complimented Teams

	111 Responsive Repairs
	58 Tenancy Enforcement
	36 Contact Centre
	24 Environmental Services
	20 Contract Management
	19 Compliance
	17 Allocations & Lettings