We monitor how we are performing against our strategic outcomes using key measures shaped by how we listen, learn, and act upon tenant feedback. These measures help show where we are doing well and where we need to improve against our yearend targets.
Performance is updated quarterly and published around 6 – 8 weeks after the end of each quarter, so tenants can clearly see our progress.
Some of our strategic outcome measures are also Tenant Satisfaction Measures (TSMs). These are updated monthly and reflect what tenants tell us matters most. To view the most recent results, please visit the Tenant Satisfaction Measures page.
Our strategy and performance have also been reviewed through a tenant led scrutiny exercise, providing independent challenge and assurance. You can read the findings from the 12 month strategy review in the scrutiny report below.
You can now view how we performed in quarter four.
What our icons mean:
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On or above targets
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Heading in the right direction
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We still have lots to do
Customer focused and equitable services (quarter three)
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71.7%
of tenants are satisfied overall
We achieved
71.7%
Target set at
75%
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70.3%
of tenants are satisfied that we listen to their views and act upon them
We achieved
70.3%
Target set at
73%
Safe, well maintained, sustainable and affordable homes (quarter three)
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68
Number new homes built (cumulative) May 2025
We achieved
68
Target set at
38
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78.8%
of tenants are satisfied that their home is safe
We achieved
78.8%
Target set at
80%
-
73.3%
of tenants are satisfied that their home is well maintained
We achieved
73.3%
Target set at
78%
-
94.8%
of existing homes meet EPC Band C (EPC is a certificate with a rating to show how energy efficient a home is)
We achieved
94.8%
Target set at
93.7%
Making the most of our resources (quarter three)
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720.9
our Best Companies overall score which measures levels of workplace engagement through colleague surveys
We achieved
720.9
Target set at
696.5
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85.1%
expenditure invested in customer facing services
We achieved
85.1%
Target set at
83%
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13.8%
operating margin
We achieved
13.8%
Target set at
11.8%
