Our performance
We aim to deliver high performance and value for money in the way we provide our services. Accordingly we measure and monitor performance against a number of key indicators.
Value for money
As required by the housing regulator, we produce an annual self-assesment of the value for money of the services we provided.
See our Publications page for this document
Our performance in 2016/17
Measure |
Target |
Performance |
| New homes delivered | N/A | 72 |
| Customer effort score | Less than 4 | 4.3 |
| Net promoter score | More than 12 | 11.9 |
| Customer trust score | More than 7.4 | 7.1 |
| % complaints resolved at first contact | 90% | 81% |
| Arrears | 2.25% | 2.19% |
| First time resolution of incoming contact | 80% | 74.62% |
| Rent loss from empty properties | 0.7% | 0.8% |
| Median calendar days to complete a non-emergency repair | 15 days | 13 days |
Quality of care
Our Flexicare service provides housing with personal care delivered by our own team. We are monitored by the Care Quality Commision who conduct regular inspections and publish their report.
Inspection area |
Rating |
|---|---|
| Safe | Good |
| Effective | Good |
| Caring | Outstanding |
| Responsive | Good |
