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 -

 

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

2017/18 Complaints Overview

Complaints Volume 2018/19 
  • 742 Complaints Resolved
  • 379 Complaints Upheld  
     
Response of Complaints Icon 88% of complaints responded to within 15 working days

 

Upheld Complaints
Gas & Heating Icon 111
Gas & Central Heating
Plumbing 30
Plumbing
Raising Work image 26
Raising Work
Plastering 21
Plastering
Joinery 24
Joinery

 

Learning from Complaints
Improvements 41 Potential service improvements
18 Changes to service delivery

 

Compliments 2018/19

Compliments Volume 2018/19

  • 336 Compliments Recived
     
Most Complimented Teams
Responsive Repairs 111
Responsive Repairs
Tenancy Enforcement

58
Tenancy Enforcement

Contact Centre

36
Contact Centre

Cleaning

24
Environmental Services

Contract Managment 20
Contract Management
Gas & Heating Icon

19
Compliance

allocations & lettings 17
Allocations & Lettings