Tracking how we perform

It’s important that we track how we perform to see how we can improve. 

We track our performance against a set of key indicators and publish the results regularly, particularly through our Annual Reports.  

Our 2022/23 data shows:

  • Overall customer satisfaction is 76%.
  • 86% of our customers say our homes and services provide good value for money.
  • 81% of our customers were satisfied with repairs received in the last 12 months.
  • Over 95% of our customers sustain their tenancy for over 12 months.
  • Every single one of our homes is officially Gas Safe. 
  • We reduced our rent arrears to 2.7%.
  • We invested over £14m to provide new affordable homes, taking handover of 100 much-needed homes in our communities, including 56 for rent, 33 for shared ownership and 11 for sale. 
  • We invested over £8m in our existing housing stock.
  • We received almost £1.5m in external income, enabling us to work with over 4,000 people and support 1,485 people within our communities providing a range of interventions.

Our Environmental, Social and Governance report 2022/2023

Our Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) were introduced from April 2023 as part of the Regulator of Social Housing’s (RSH) new consumer standards. Read about them below.

What do you think about our performance?

We can only improve if people tell us about their own experiences. We have a range of ways for people to get involved and have their say through our Your Voice activities.

Lady in front of company ethics