Our performance
Every month we measure how we're performing against our targets. You can find our performance for the most recent three months below.
We report on performance to our executive team, Board and Customer Service Committee. We also involve residents in scrutinising performance and suggesting improvements, through our Resident Panels.
Every year we compare our performance with other similar housing associations, using an independent company to carry out the analysis. You can find the results in our Value for Money Statement. Our performance is also monitored by the Regulator of Social Housing - find out more about our regulation here.
Our most recent performance
Here's our results for quarter two, 2024/25 which is July to September 2024:
| Customer satisfaction (LCRA)*: 58.5% | Target: 70% |
| Complaints responded to on time**: 92% | Target: 95% |
| Residents' trust in us: 58.1% | Target: 60% |
* General Needs and Housing for older people, Supported Housing, intermediate rent, temporary social housing
**We aim to respond to stage one complaints within 10 working days and stage two complaints within 20 working days.
How do we measure satisfaction?
Our method is based on the occasions when residents interact with us. We call these 'transactions'. A transaction might be a call to our contact centre, getting a repair done, or moving into a new home. At the end of a transaction, we will often ask residents to tell us how satisfied they were with how we handled that transaction.
| Rent collected as % due: 97.86% *** |
Target: 101% |
| Current arrears as % of annual debit: 6.87% | Target: 6.42% |
| Rent loss due to empty homes: 1.49% | Target: 1.67% |
*** For our general rent and older people's homes.
Collecting the rent we are owed is an important part of maintaining our financial strength, which allows us to improve our services to residents. These figures show how well we're collecting the rental income.
The last figure shows how much money we lose when properties are empty before a new tenant moves in, when no one is paying rent. Some of this is unavoidable as we make homes ready for the next tenant to move in.
| Percentage of properties with valid gas certificates: 99.99% | Target: 100% |
Properties connected to gas services need to be checked and given certificates once a year. We aim to make sure all our homes are checked in time so we know our homes are safe.
Find out more about our gas safety checks and why it's important for us to access your property here.
Our previous performance
You can find out how we performed in previous years by reading our Annual report to customers, financial statements and our annual Tenant Satisfaction Measures.
See our annual report to customers - London and Hertfordshire
