Our performance & KPIs

On this page you can find out how we are performing 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.

Keeping on target

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 30 seconds - the KPI will show us how many times we achieve that target.

These results are reported to the Board and the Tenant Scrutiny Panel every three months, and published online for you to view.