Our Our Key Performance Indicators (KPIs) monitors our performance against targets that span housing management, repairs and tenant satisfaction for our general needs, independent living, supported housing and leasehold properties.
We are committed to continuously improving the services that we provide. Delivering consistently quality services is very important to us, and we work hard to identify and resolve any issues.
Each quarter, we review our performance across all areas of the organisation against the KPIs and targets that have been agreed following consultation with our tenants and our Board.
We also review our performance against other housing providers to ensure that our targets are in line with the sectors in which we operate.
The regulatory environment now requires more emphasis on reporting on Consumer Standards metrics, particularly tenant satisfaction measures and complaints.
The measures contained in the new Group KPI report have been reviewed with the following principles in mind:
- Streamline the number of indicators to only include the essential metrics that measure the performance of the Group
- A greater focus on the Group’s core social housing businesses to align with the positioning in the Group’s long-term financial planning.
- Tenant service metrics have been prioritised for inclusion based on their importance to tenants.
Downloadable reports
If you require a screen reader friendly or other accessible format of our KPI report, please contact us.