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.


Anti-Social Behaviour

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


Customer Experience Feedback 2022/23

Graph showing 2022/23 complaints review

Complaints Volume 2022/23 

  • 962 Complaints Resolved
  • 535 Complaints Upheld  
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7.23 Working Days

on average to resolve complaints


Learning from Complaints

Improvements  107 Potential service improvements
 48 improvements confirmed as delivered

Our 2021/2022 updated reports...

Learning from Complaints 2021.22.pdf [pdf] 345KB

Compliments Volume

  • 215 Compliments Received

Most Complimented Teams

Responsive Repairs 87
Responsive Repairs
Contact Centre

Contact Centre

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ES Asset


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Complaints Self Assessment

In line with the Housing Ombudsman’s complaint handling code, we are required to annual undergo a complaint self-assessment. This assessment is aimed at helping us demonstrate our performance against some key areas including:

  • The utilisation of the universal definition of a complaint
  • Providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service
  • The structure of the complaints procedure with only two stages necessary and clear timeframes set out for responses
  • Ensuring fairness in complaint handling with a resident-focused process
  • Taking action to put things right and appropriate remedies
  • Creating a positive complaint handling culture through continuous learning and improvement
  • Demonstrating learning within Annual Reports

This summary shows whether we have met each of the required standards and how we have demonstrated this. It also includes some detail around some of the things Magenta Living are doing to ensure we are continuously reviewing and improving our approach:  Self Assessment November 2023.