We use a set of key performance indicators (KPIs) to monitor how well our services are working. These measures help us analyse performance, identify areas for improvement and develop reports that guide us in making our services better.

Our customers play a vital role in driving these improvements. By being open and transparent about how we’re performing, we can involve you in shaping our services through collaboration and co-design, making sure they meet your needs and expectations.

Our Executive team and Board of Trustees have strategic oversight of KPIs and performance and we compare our performance with similar organisations to look for opportunities to improve.

There are a number of documents on this page that will give you a really good understanding of how we are performing across a number of key areas.

And, we also have specific reports that focus on our Tenant Satisfaction Measures (TSMs) results and our complaints handling performance, which is set out in our Annual Complaints Performance Report and Improvement Plan and our Self-assessment against the Housing Ombudsman’s Complaints Handling Code.

Your feedback plays a crucial role in shaping our services and by working together, we can make sure our services meet your needs and we continue to improve.

If you would like to get involved in helping to scrutinise and shape these services, please go to our get involved page or contact our Community Development and Involvement team by emailing communityadmin@bvt.org.uk or call us on 0300 333 6540.

How are we doing?

Quarterly Customer Performance Reporting

We believe in being open and accountable to our customers. Every three months (quarterly) we produce a customer performance report that gives you a clear view of how we’re doing in key areas like repairs, building safety, customer satisfaction and landlord services.

The report helps you to understand the quality of services you receive, where we are doing well and where we need to improve. You can download and read our quarterly customer performance reports below.

Tenant Satisfaction Measures – Annual Performance

We produce an annual report showing how we are performing against new Tenant Satisfaction Measures (TSMs). The latest report, which you can download and read below, also explains how we plan to improve over the next 12 months.

We collect several Tenant Satisfaction Measures (TSMs) through surveys. You can download and read a summary of our approach to collecting and reporting these TSMs, and a copy of the questionnaire we use, below.

Complaints Handling Performance

This annual report is designed to tell you about the complaints we have received this year, and what action we have taken in response to them. All the information relates to the period April 2024 – March 2025, for example complaints made in this period or due for resolution in this period.

You can read our Annual Complaints Report 2025-2026 and Housing Ombudsman Complaints Handling Code self-assessment on this page or at the bottom of our make a compliment or complaints page.

Annual reports

We also produce an annual report and financial statement each year, an annual report for customers (which is featured in our customer newsletter) and a Gender Pay Gap Report, which you can download and read below.