How are we doing?

On these pages you can find out how well (or not so well) we are doing in delivering social housing services to our residents. You can see the results of formal external inspections as well as our regular, and ongoing, performance monitoring.

Key Performance Indicators

We believe that it is very important for us, our stakeholders and most particularly our residents, to know how the Trust is performing.

That is why we monitor our services, and residents’ satisfaction with them, very closely, using a large number of Key Performance Indicators – or KPIs. A KPI is simply a measure of how well, or how badly, we are doing against a service target we have. For example, we have a target to answer the phone within 20 seconds – the KPI will show us how many times we achieve that target.

You can see the latest results here: KPI Board Scorecard and  Tenant Scrutiny Panel Scorecard

These results are reported to the Board and the Tenant Scrutiny Panel every three months. The Tenant Scrutiny Panel is a group of  residents who monitor how the Trust is performing. This ensures that we are focussed on the things that are most important to our residents.

How we compare to other social housing landlords

We compare our performance with that of other housing associations. This information is available on the TSA’s website, where you can compare the results of different social landlords, anywhere in the country.

Letting you know about how we have done and how we will improve

We produce an Annual Standards Report, which summarises how well we are delivering services, and what our plans to improve are.

Some of the KPIs for the year are printed in the Annual Report and Accounts.