PERFORMANCE AND GOVERNANCE
Our performance
Performance matters. To keep improving, we closely monitor a suite of KPIs and Value for Money measures that provide a clear view of where we're performing strongly and where further action is needed.
These metrics help us make informed decisions, respond quickly to emerging challenges and enhance the customer experience.
Across the organisation, we continue to strengthen performance while staying focused on our purpose: supporting customers and providing safe, affordable homes.
This is shown in the progress we’ve made in key areas, such as reducing repair backlogs, improving complaint response times and delivering a record number of new homes. While there is more to do, the improvements we are making are creating positive momentum across the business.
Our financial performance remains strong, with an improved operating margin, a higher post-tax surplus and continued investment in new and existing homes. We also maintained stable arrears performance, while recognising that reducing empty homes loss remains a key operational priority.
Customer satisfaction
One of our most important metrics is customer satisfaction, which we measure through the Tenant Satisfaction Measures (TSMs).
These were introduced by the Regulator of 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.
Overall, we're pleased to have seen an increase in so many areas – including overall satisfaction levels of customers - particularly as a recently merged organisation. However, we acknowledge we still have improvements to make and are committed to doing so.
For some key areas, it was great to see scores increase significantly. These include the proportion of non-emergency responsive repairs completed within target timescale, which jumped 12%, and a 20% increase in the proportion of stage two complaints responded to within the timescales.
Elsewhere, following the launch of our Customer Influence Framework, it was great to see a 3% increase in customers who feel we listen to their views and act upon them.