Our performance
We want to go above and beyond!
Providing easy to use, valued and trusted services, as well as more high quality, sustainable and affordable homes in strong communities.
We have an ambitious strategic plan called ‘Making the Difference’. This sets out how we aim to build a customer-focused organisation which offers good value for money and provides even more services to you in the future.
We are investing in a major digital transformation programme called Better Connected which will make it easier and quicker for you to access our services.
We are also investing heavily in your homes and in our staff, with the aim of being the best landlord possible.
Based on this vision, we have set out six key areas where we are measuring how well we are doing year-to-date (April 2022 – March 2023).
1. To provide easy to use, valued and trusted services
Area | Overall customer satisfaction (year-to-date) |
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Our customers value our services |
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Our customers trust us |
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Our services are easy to use |
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2. To provide more homes
Area | Return on capital employed |
---|---|
Providing more homes |
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3. To ensure our homes are high quality, sustainable and affordable
Customer | Overall customer satisfaction (year-to-date) |
---|---|
Homes are high quality, sustainable and affordable |
|
Financial | Return on capital employed |
---|---|
Homes are high quality, sustainable and affordable |
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4. To develop strong communities
Area | Overall customer satisfaction (year-to-date) |
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We develop resilient communities |
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5. To improve value for money
Area | Return on capital employed |
---|---|
Improving value for money |
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6. To create a better place to work
Area | Employee engagement |
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Creating better together |
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Related information
Our customer annual report
As part of our commitment to being open, transparent, and building on our value of trust, we produce a customer annual report each year.
This shows how we’re doing as an organisation, working towards our purpose of Building Homes, Changing Lives. It includes a breakdown of how your rent is spent, how we look after your home and the extra support we provide.
For the financial year 2022-23, we’ve created a video as a snapshot of the report, which we hope you’ll find useful.
If you’d like to read the full report, you can here.