We aim to deliver excellent services for all of our customers – and we set targets to measure how we’re doing.
These performance measures help us achieve great results for our tenants, communities and our business.
We record key business performance figures and let customers know how Loretto Housing Association performs as a business each year in our Report to Tenants.
These figures are also reported to the Scottish Housing Regulator.. You can find out more about the results we report to the Regulator in the Annual Return on the Charter. You can also find information on reporting performance failures here.
You can also find performance reports within the Board report section of this website.
Another way we judge our performance is through our awards and accreditations.
The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.
|Key performance measures||2019/20|
|2020/21 (Year to date)|
|All complaints responded to in full within timescales||97.81%||97.56%||96%|
|Reactive repairs completed right first time||96.44%||94.94%||97%|
|Average time taken to complete emergency repairs (hours)||3.02||22.95||3|
|Anti-social behaviour cases reported in last year which were resolved||100%||100%||98%|
|New tenancies sustained for more than a year||90.59%||90.27%||90.00%|
|Gross rent arrears as a % of rent due||5.11%||3.05%||4.8%|
|Rent due lost through properties being empty||0.55%||1.11%||0.44%|