Performance information

Every month, we measure how we're performing against our targets. Here you can find our latest performance information. We report on our performance to our leadership team, the Board and Trustees.

Latest performance data

From April 2024, we changed how we report rent arrears. Our figures now reflect actual payments received and credited to residents' accounts each month, excluding anticipated housing benefits payments. This new approach aligns with other housing associations and improves our support for residents.

Our most recent 3 months of performance data
Performance measure February 2024 March 2024 April 2024 Change from previous month
Current arrears as a percentage of rent received 1.8% 1.8% 2.8% 1.0% worse
Total number of cases in arrears 355 351 693 342 cases more
Percentage of rent loss due to empty homes 1.5% 1.5% 1.4% 0.1% improvement
Average days homes remain empty before being re-let 12 10 8 2 days improvement
Percentage of responsive repairs completed on time 98.2% 98.2% 95.0%  3.2% worse
Homes with a valid gas safety certificate 100% 100% 100% No change

Feedback and complaints data

We are committed to providing the best possible service for our residents and tenants. We welcome compliments, comments and complaints about our services so that we can continually improve what we do and how we do it.

Our most recent 3 months of feedback and complaints data
Performance measure February 2024 March 2024 April 2024
Average time taken to resolve Stage 1 complaints (target 10 working days)  10 days 11.3 days 12.7 days
Average time taken to resolve Stage 2 complaints (target 15 working days) 15 days 15 days 14.5 days
Complaints resolved within 10 working days 4 9 7
Complaints received this month 8 13 5
Compliments received this month 5 5 10

Tenant Satisfaction Measures

Every year, we must report a set of Tenant Satisfaction Measures to the Regulator of Social Housing (RSH).

These measures help tenants to understand and assess how well their landlord is performing, provide us with invaluable feedback to improve services, and allow the Regulator of Social Housing (RSH) to monitor and evaluate our performance.

See the latest results and how we are using them to improve services

Annual complaints performance and service improvement report

As well as reporting on feedback and complaints data monthly, we also carry out an annual self-assessment against the Housing Ombudsman’s Complaints Handling Code.

This self-assessment is reported to the Board and an annual complaints performance and service improvement report is published on this website.