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Our performance

We review our performance continuously, focusing in particular on improving the services that our residents tell us are the most important to them.

Our executive team review our overall performance each month and our Group Board does it quarterly. This is to make sure we are achieving our objectives and strategies and giving our residents the best service possible. We set ourselves challenging targets to improve year on year through our annual planning process.

We also work to make sure we continue to provide an efficient, cost-effective service to our residents. We do this by working to achieve value for money.

We report back to residents each year on our performance against various standards we have agreed with them. We set this information out in our residents' annual report.

We are regulated by the Homes and Communities Agency. The regulator expects us to meet certain standards, including on viability, and it publishes its assessment of how well we comply. It has said we are financially viable, and you can find out more about its assessment on its website.

Credit ratings agencies also put us among the very best in the sector. As at June 2015, we have an A1 (stable outlook) credit rating from Moody's and an AA (negative outlook) rating from Standard and Poor's.

Here, we present figures for and examples of our performance in the 2014/15 financial year.

How we are performing

The table below shows how we are performing in some key areas of our work. We have also given details of how we performed in the previous year, so you can see the trends in our performance.

Performance indicator   Performance in 2014/15  Performance in 2015/16
Resident satisfaction with us as a landlord 79% 80%
Satisfaction with repairs 87% 88%
Overall satisfaction with the maintenance service 79% 80%
Current rent arrears 3.4% 3.4%
Empty homes as a percentage of stock 0.4% 0.34%
Turnaround time to re-let a home (general needs homes, in weeks) 4
4
Homes failing Decent Homes standard 0%  0%
Emergency jobs completed on time 98% 98%
Urgent jobs completed on time 96% 96%
Standard jobs completed on time 95% 95%

Our financial performance

The table below shows how we are performing financially and delivering real value for money for our residents. We have also given details of how we performed in the previous year, so you can see the trends in our performance.

Performance indicator   Performance in 2014/15  Performance in 2015/16
Operating cost per home managed 3,220
3,154
Operating surplus per home on social lettings 2,969 3,250
Spend per home on maintenance 1,356 1,197
Spend per home on management 521
520
Spend per home on services 561 513
Debt per home 28,800 31,100
Capital committed as a proportion of fixed assets 16% 23%

You can find out more about our financial performance in our annual financial statements and our annual value for money report