Here's everything you need to know how well we are doing.
We want to make sure that you are always at the heart of our decision-making. Therefore, it is important that you can easily access the information that you need to be able to challenge us, help us to improve our services and influence decisions.
We closely monitor our performance in all service delivery areas against our key performance indicators and the requirements of the consumer standards. Our Board board reviews regular reports on performance against specific targets.
We publish performance information on our website, in our newsletters, and in our annual review so that you can see how we are doing on the things that matter most to you as a tenant.
Find out more about how well we deliver our Customer Promises, deal with complaints, and meet our Tenant Satisfaction Measures below.
Looking for corporate and financial performance, our commitment to carbon, safeguarding, social value, value for money and equality and diversity, hop over to our corporate performance centre.
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Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) are designed to assess landlords' performance in keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective complaint handling, and responsible neighbourhood management.
Tenant Satisfaction Measures
Complaints and compliments
We are committed to providing our customers with exceptional high-quality services. We are members of the Housing Ombudsman Scheme and carry out annual self-assessment to ensure compliance with the Complaint Handling Code and to learn from feedback to improve our services. We also publish our Board's response to the annual complaint report.
Complaints and compliments
Read your Tenant Annual Review
Each year, we produce a report for tenants detailing how we have performed in various areas, from repairs to antisocial behaviour.
We involve tenants in shaping the content and format of the report and how performance information is presented and shared.
Tell us what you think
Let us know if you have an idea about how we can provide better services or improve how we do things.
We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.
They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.
Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.