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

Income collection for 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

 

Repairs and empty properties performance for quarter three, December 2023
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

 

Customer care performance for quarter three, December 2023
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

Income collection for 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

 

Repairs and empty properties performance for quarter two, September 2023
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

 

Customer care performance for quarter two, September 2023
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

Income collection performance, 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

Repairs and empty properties performance, quarter one, June 2023
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

Customer care performance for quarter one, June 2023
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