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Reshaping how we report our performance

Posted on 14 August 2020

Check out our performance pages for regular updates on how we’re doing across all the different areas we work in.

The resident volunteers, who help to scrutinise our services, have told us that our customers want to know more about our performance. In response, we’ve reshaped this information to share headlines and have added more detail on customer care, complaints and repairs and maintenance.

April 2019 to March 2020

This is where you can find headline figures for the last financial year. You’ll see our overall service satisfaction score, as well as how we did with complaints, repairs and ASB. We’ve also got information on the number of customers we worked with and supported throughout the year, the number of homes we built and started, how many of you shared your feedback on our services and the number of families we re-housed in our properties.

View our headline performance figures for April 2019 - March 2020

April 2020 to June 2020

Paul Singleton, Director of Customer Experience said: “The start of this financial year has been an extraordinary period for everyone. In many ways, the story of our performance is our response to COVID-19 and how our teams have adapted services to continue to serve customers through a very difficult time.

Our regular approach to surveying customers about their experiences of our service has been interrupted. During April, only gas repairs satisfaction and complaints satisfaction were recorded. We quickly reintroduced other service areas, including resuming our repairs satisfaction surveys, which is our biggest volume customer satisfaction survey. Moving forward, we will be able to offer reporting on our full customer survey programme.”

View our April 2020 to June 2020 performance page for the headlines we have been able to report on for the last three months.

We’re keen to give you the opportunity to help us shape how we report performance. So, if there is any information you would like to see published here, or you would like to see it presented differently, share your ideas by emailing