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 2021 – March 2022).
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
Customer commitments
We have a new customer charter which sets out our responsibilities as well as what you can expect from our services and what we expect from you.
It’s been put together based on your feedback about what’s most important to you. There are six areas in the charter:
- Making our services easy to access
- Listening to you and dealing with complaints
- Sharing information with you and keeping you updated
- Maintaining your home
- Maintaining your neighbourhood
- Ensuring employees have the right tools and skills.
Find out more and see how we are performing against these commitments: