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Our Performance

Measuring our performance

We have a suite of key performance indicators (KPIs). These are measures that we use to understand how we are doing.

Our KPIs range from the percentage of calls answered by customer services and the average cost of repairing homes to re-let to the percentage of properties let first time and number of informal complaints.

These indicators help us understand what the overall ‘health’ of the organisation is and the services that are performing well and areas that need more attention.

Our Executive team and Board of Trustees has strategic oversight of our KPIs and performance and we also compare our performance with similar housing providers to help us look for opportunities to improve our services and provide better value for money.

How are doing?

We produce an annual report each year that includes information on our performance across our services and a summary of our financial performance.

We also publish financial statements every year which detail in full our financial performance and our approach to Value for Money (VfM) and a gender pay gap report.

All these reports are available to read on our website on our Publications page.

You can also see a snapshot of we have performed for the first quarter of 2022 (Jan-March) below.

Customer Scrutiny Panel

We have a well-established customer Scrutiny Panel who work together to help shape and improve our services.

Members bring a variety of different skills and perspectives to the group and focus on a particular service or issue. They carry out in-depth reviews of what is working and what might need improving which may involve interviewing staff, researching what other housing associations are doing, and listening to residents’ views.

The Panel then produce reports with recommendations that are shared with management.

You can read more about the Panel and some of the reports they have produced on our Meet Your Scrutiny Panel page.

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