PERFORMANCE AND GOVERNANCE
Our performance
This year we’ve streamlined our key indicators to cover six important areas that we use to regularly monitor performance across the Group. This provides us with a clearer picture of where we’re performing well and where there’s room for improvement. Monitoring these metrics with laser-like focus helps us to be more agile in our decision making, address emerging issues and deliver an improved customer experience.
This year we’ve streamlined our key indicators to cover six important areas that we use to regularly monitor performance across the Group. This provides us with a clearer picture of where we’re performing well and where there’s room for improvement. Monitoring these metrics with laser-like focus helps us to be more agile in our decision making, address emerging issues and deliver an improved customer experience.
In the last 12 months our KPIs show that we’ve seen good progress as we continue to respond to the challenges of tackling a backlog of repairs and complaints, but we know we need to do more and that it will likely take time for all our customers to appreciate the benefits of the improvements we’ve made. Financially, we’ve improved an already strong position when it comes to rent arrears and rent loss and from a development perspective we’ve been able to build more much-needed affordable homes and hand them over to customers more quickly.
Importantly, we’ve achieved these improvements while continuing to focus on the bigger picture of supporting our customers to maintain their tenancies and ensuring that the new homes we provide are of the quality that our customers expect. In other words, we haven’t compromised on the services we provide while improving performance.
Customer satisfaction
One of our most important metrics is customer satisfaction, which we measure through the new Tenant Satisfaction Measures (TSMs). These have been introduced by the Regulator for Social Housing to assess how well social housing landlords are doing at providing good quality homes and services. TSMs provide tenants with greater transparency about their landlord’s performance when it comes to keeping homes in good repair, maintaining building safety, ensuring respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management. The first reporting year for TSMs ran from April 2023 until March 2024. Previously we used to measure overall customers satisfaction rating is an aggregation of all the transactional surveys we capture. These included a range of areas, such as lettings, sales, repairs, planned work, complaints, income, money advice, ASB and gas servicing. To ensure we’re meeting the requirements of the TSMs we’ve sought customer feedback on our performance through independent market research companies called Prevision Research Ltd and ARP Research Ltd who have carried out customer satisfaction surveys on our behalf.
In the last 12 months our KPIs show that we’ve seen good progress as we continue to respond to the challenges of tackling a backlog of repairs and complaints, but we know we need to do more and that it will likely take time for all our customers to appreciate the benefits of the improvements we’ve made. Financially, we’ve improved an already strong position when it comes to rent arrears and rent loss and from a development perspective we’ve been able to build more much-needed affordable homes and hand them over to customers more quickly.
Importantly, we’ve achieved these improvements while continuing to focus on the bigger picture of supporting our customers to maintain their tenancies and ensuring that the new homes we provide are of the quality that our customers expect. In other words, we haven’t compromised on the services we provide while improving performance.
Customer satisfaction
One of our most important metrics is customer satisfaction, which we measure through the new Tenant Satisfaction Measures (TSMs). These have been introduced by the Regulator for Social Housing to assess how well social housing landlords are doing at providing good quality homes and services. TSMs provide tenants with greater transparency about their landlord’s performance when it comes to keeping homes in good repair, maintaining building safety, ensuring respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
The first reporting year for TSMs ran from April 2023 until March 2024. Previously we used to measure overall customers satisfaction rating is an aggregation of all the transactional surveys we capture. These included a range of areas, such as lettings, sales, repairs, planned work, complaints, income, money advice, ASB and gas servicing.
To ensure we’re meeting the requirements of the TSMs we’ve sought customer feedback on our performance through independent market research companies called Prevision Research Ltd and ARP Research Ltd who have carried out customer satisfaction surveys on our behalf.