Our performance


image: our strategic planOur new Strategic Plan 2020-25 sets out our exciting plan for the next five years.

It’s called ‘Co-Creating Our Future’ and looks at our ambition to be Britain’s best social landlord and one of the best providers of new, high quality, affordable homes.

We’ll deliver our mission and 2020-25 vision through six strategic priorities:

  • Invest in the quality, safety and environmental sustainability of homes
  • Provide great customer experience
  • Be a leading provider of high quality affordable new homes
  • Creating jobs and training opportunities in our communities
  • Be an inclusive employer
  • Run an efficient business.

You can read more here.

You can find out more about our current performance status below:

  Current status (August 2020) Target
(August 2020)

End of year target
(March 2021)

Meeting
target?

Invest in the quality, safety and environmental sustainability of homes

  % Satisfaction with quality of home* 95% 90% 90% Yes
  % Homes with SAP rating 69 or more 66% 66% 68% Yes
  % Satisfaction with repairs 98% 97% 97% Yes

Provide great customer experience

  % Satisfaction overall with landlord 89% 93% 93% No

Be a leading provider of high quality affordable homes

  New homes (starts) 193 281 1,000 No

Creating jobs and training opportunities in our communities

  Number of people into jobs and training 220 220 1,000 Yes

Be an inclusive employer

  % Satisfaction with employer 88% 80% 80% Yes

Run an efficient business

  % Operating margin 23.8% 24.3% 24.3% No
  % Current arrears 8 week average (General needs & HOPS) 4.59% 4.50% 4.50% No