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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 and financial statement each year that includes information on our performance across services and details our financial performance. We also publish a Housing and Neighbourhood Services Customer Annual report and gender pay gap report.

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

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