Our Performance

We aim to be open and accountable and to show you that our services are 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 -


Anti-social Behaviour

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


Complaints 2019/20

Complaints Overview Bar Chart

Complaints Volume 2019/20 
  • 690 Complaints Resolved
  • 387 Complaints Upheld  
Response of Complaints Icon 78% of complaints responded to within 15 working days


Upheld Complaints
Gas & Heating Icon 94
Gas & Central Heating
Electric Icon - Lightening bolt 36
Plumbing 30
Plastering 28
Raising Work image

Raising Work


Learning from Complaints
Improvements 32 Potential service improvements
14 Changes to service delivery


Compliments 2019/20

Compliments Volume 2019/20

  • 280 Compliments Received
Most Complimented Teams
Responsive Repairs 93
Responsive Repairs
Contact Centre

Contact Centre

Supported Housing Icon - Person pushing another person in wheelchair

Specialist Housing


Environmental Services

Contract Managment 16
Contract Management
Neighbourhood Management Icon - Map showing pin icon

Neighbourhood Management