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How we are Performing

We are committed to providing transparent, accurate, reliable and valid information about our performance.

 

We collect and provide information to support effective scrutiny by tenants of our performance when it comes to how we deliver our services. Our Board and tenant committee, Gateway Central, regularly review our performance, which you can read more about below. 

Corporate Plan Performance 

We measure performance in all our service areas to ensure that we are providing great customer service and delivering on our Corporate Plan. You can see our quarterly performance results below. 

Tenant Satisfaction Measures

We want to make sure that our services are delivered in line with tenant’s expectations, and our Customer Service Commitments. We actively listen to our tenants, ensuring that they are at the heart of all we do. We recognise that all feedback is invaluable and use it to make changes and improve our services. One of the many ways we listen to tenants’ views is through Tenant Satisfaction Measures (TSMs). These measures have been introduced by the Regulator of Social Housing in England to help them see how well housing providers are delivering services and making sure they are providing good quality homes and services. They also show our tenants how well we are performing as their landlord in the following areas:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management
  • Overall satisfaction with services

The TSMs provide visibility and transparency of how we are performing across a total of 22 measures; 12 of these come from surveying tenants about their satisfaction with services, and 10 come from the information we hold. This includes data in relation to building safety, anti-social behaviour (ASB) and complaint handling. To find out more about the survey click here.

We report on our performance each quarter, and annually. This year the Tenant Perception Survey is being completed by post and telephone, with a sample group of tenants who have been randomly selected. So far, we have received 450 responses, with performance improving in all areas in comparison to 2023/2024 results. To see an update on our performance so far this year view our Quarter 3 (October - December 2024) report. 

2023-24 Results

We gathered feedback from our tenants through a Tenant Perception Survey which was sent out between 8th September 2023 and 18th October 2023. We used text message, postal, online and telephone surveys to gain feedback. A copy of the survey, including the accompanying letter, can be found here.

The survey was sent to 6,453 tenants and 1,211 responses were received. We worked with an external company called TP Tracker, to make sure the survey was delivered independently and that the responses we received were representative of our whole tenant population. Full details of our approach can be found here.

We continually look to increase satisfaction across all the measures and have worked with tenants to improve our satisfaction ratings in these areas. Click here to see a selection of some of the improvements we have made so far to achieve this. 

Customer Insight and Feedback

We value your feedback and use it to shape the services we provide. Our Customer Insight page shares key findings and how we are using your feedback to make improvements. 

Complaint Performance & Service Improvement Report

Our Complaint Performance and Service Improvement Report details the lessons learnt and the improvements made, all shaped from tenant feedback.