Our performance
Our mission is "To put residents first, making sure our homes are of a good standard and our estates are places that people want to live."
We monitor our performance to ensure we are delivering services in an efficient manner, meeting residents’ expectations and to plan for the future.
Every three years we agree with our board a series of key performance indicators. These indicators report on our performance across a range of functions including,
- Income collection
- The repairs service
- Call centre services
Targets are agreed for each indicator, and these are linked to the objectives in our Business Plan and allow us to measure our progress in delivering that plan.
As part of our approach to performance management, we are keen to measure our progress against other London social housing providers with similar stock.
Through this approach, we aim to continually improve our services for residents.
Performance monitoring commences on the 1 April and ends on 31 March, in line with the financial year.
How we are doing:
Quarter three, December 2023
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Collecting your rent | 98.5% | 99.4% | Up |
| Collecting Leaseholder service charges | 100.5% | 97.9% | Up |
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
|
Completing repairs on time |
97% | 95.8% | Down |
|
Tenant satisfaction with repairs |
90% | 86.2% | Down |
|
Average time taken to re let empty homes (days) |
28 days | 12.3 days | Down |
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Percentage of calls answered on time (20 seconds) | 80% | 77.5% | Up |
|
Percentage of members' enquiries answered on time (10 working days) |
90% | 95% | Up |
| Percentage of stage one complaints escalated to stage two | 15% | 15.9% | Down |
Quarter two, September 2023
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Collecting your rent | 98.5% | 99% | Up |
| Collecting Leaseholder service charges | 100.5% | 95.6% | Down |
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
|
Completing repairs on time |
97% | 96.1% | Up |
|
Tenant satisfaction with repairs |
90% | 86.5% | Up |
|
Average time taken to re let empty homes (days) |
28 days | 12.4 days | Down |
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Percentage of calls answered on time (20 seconds) | 80% | 75.2% | Down |
|
Percentage of members' enquiries answered on time (10 working days) |
90% | 95.9% | Down |
| Percentage of stage one complaints escalated to stage two | 15% | 15.5% | Up |
Quarter one, June 2023
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Collecting you rent | 98.5% | 98.8% | Up |
| Collecting leaseholder service charges | 100.5% | 97.4% | Down |
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Completing repairs on time | 97% | 95.3% | Down |
| Tenant satisfaction with repairs | 90% | 86.5% | Up |
| Average time taken to re let empty homes (days) | 28Days | 14.2 Days | Up |
| Performance indicator | Target | Performance | Trend |
|---|---|---|---|
| Percentage of calls answered on time (20 seconds) | 80% | 81.9% | Down |
|
Percentage of members' enquiries answered on time (10 working days) |
90% | 98.5% | Up |
| Percentage of stage one complaints escalated to stage two | 15% | 17.3% | Down |
View the full Performance summary for Quarter one, June 2023.
Our performance
Download a copy of our Performance publications