We aim to provide a high-quality housing service that is cost effective and meets the needs of our tenants.

To help us to monitor how we are doing, we:

• measure our performance using a suite of performance indicators  
• compare our performance over time 
• compare our performance against similar organisations (benchmarking) 
• review feedback and complaints data to help improve the services we offer 
• review how we are meeting our service standards (developed with tenants) 

The performance group has developed their own suite of performance indicators to monitor housing service performance. Further information will be available on this page in Summer 2024.

We are committed to being open and transparent and letting you know how we are performing. We do this by: 

• publishing our Tenant Satisfaction Measures (TSMs) results on an annual basis. This is a requirement of the Regulator of Social Housing 
• publishing information about our performance 
• publishing our Housing Ombudsman complaints self-assessment annually; this is a requirement of the Housing Ombudsman 
• providing information about how we are doing in different formats 
• ensuring that members of our tenant performance group can monitor and review our performance and recommend areas for scrutiny by the tenant challenge panel 

Have your say 

We want you to tell us what we are doing right, what we could do better and what we are doing wrong. Take a look at our comments, compliments and complaints page for more information. 

If you want to influence and shape our services, you can find out about the different ways to get involved and the work of our engaged tenants.