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 -

• Strategic Tracker[docx] 404KB

 

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 Volume 2019/20 

• 690 Complaints Resolved
• 387 Complaints Upheld  
   

78% of complaints responded to within 15 working days

 

Upheld Complaints

	94 Gas & Central Heating
	36 Electrics
	30 Plumbing
	28 Plastering
	27  Raising Work

 

Learning from Complaints

	32 Potential service improvements
	14 Changes to service delivery

 

Compliments 2019/20

Compliments Volume 2019/20

• 280 Compliments Received
   

Most Complimented Teams

	93 Responsive Repairs
	35 Contact Centre
	27 Specialist Housing
	19 Environmental Services
	16 Contract Management
	19 Neighbourhood Management