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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




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


Date of last inspection: September 2016
Safe Good
Effective Good
Caring Outstanding
Responsive Good









Comparison of performance with other associations

HouseMark Benchmarking

For an independant assesment of our performance and costs visit the HouseMark dashboard