Performance

For information on how we performed see our Annual Report 2019.

We also belong to a benchmarking club (known as the BM320) with nine other similar sized associations operating in the London area. The group meets regularly to compare performance and to share good practice aimed at improving our service delivery. We are currently looking at ways of providing more information on this website.

We carried out the latest major tenant satisfaction survey of all our tenants in 2019. For the full report see our Tenant Satisfaction Survey 2019.

The good news is that the survey results demonstrate that the majority of tenants are satisfied with the Association, and in most areas satisfaction is now higher than it was when the last survey was carried out three years previously. Overall satisfaction with these services provided by the Association is at 86% (2% higher than in 2016) and reflects the high ratings awarded for the quality of the home, neighbourhood and the value for money of the rent.

The not-so-good news is that in some areas the levels of satisfaction were lower than we would have hoped. The areas with the highest levels of dissatisfaction were listening and acting upon tenants views (although 20% higher than in 2016) and some areas of our repairs service.

Since the publishing of this report, a working group made up of Board members and housing staff has been established to delve deeper into the report and make recommendations for improvement.

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