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How are we performing?

Our annual report for customers let's you know how we’ve listened to customers and involved them in the decisions we make. And how customers rate us as a landlord. Plus performance information to let you know how we are doing and how we are managing our finances to ensure we can invest in homes and services.

This year our focus has been on improving customer experience. Over the years our performance has been good. The speed at which we let available homes to those in need, and the number of customers we support to pay their rent and sustain their tenancies puts us amongst the top performing housing associations in the UK. But whilst our performance has always been good, we know that customer experience could improve. So, we are changing this.

This year has been about listening to customers. We are determined to improve the homes and services we provide - with our customers, at the heart of the changes.

We’re delighted to have a fantastic Resident Scrutiny Panel in place – a group of customers who are working with us to review and improve our services. You’ll read about some of the ways they are doing this throughout the report.

We would like to thank everyone who has given us their views or taken time to get involved this year. With your help, we can make sure our services are truly designed by you, for you.


We monitor our performance on a weekly, quarterly and annual basis.  Our Board reviews and discusses performance on a quarterly basis.

We have identified key performance indicators that also helps the Board see how we are performing against our Corporate Plan.  Our key indicators include:




What we measure


  • Number of ASB cases
  • Customer debt
  • Number of evictions
  • Number of customers accessing financial support


  • Avoidable contacts
  • Repairs completed “right first time”
  • Time taken to resolve complaints
  • Customer satisfaction measures (various)


  • % “in date” gas safety certificates

Create more

  • Rent loss due to empty homes
  • Relet times
  • % lets to homeless households
  • New homes completed

Our performance against these is highlighted in our annual report to customers which also highlights other performance measures and how each £ of rent is spent.

Complaints Handling Code - Self-assessment