Performance

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.

One of the most important ways we measure how we’re performing is through our annual Tenant Satisfaction Survey. This feedback from tenants is really important as it helps shape our future services.

We also record key business performance figures. We 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.

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.

The tables below show some of the highlights from our Tenant Satisfaction Survey and recent performance results.

Satisfaction measured through our annual tenant survey2016/2017 survey2017/2018 survey% point changeChange
Tenants satisfied with the overall service provided by their landlord86%88%+1 (1.45%) 
Tenants who feel their landlord is good at keeping them informed about services and decisions92%92%= 
Tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes91%86%-5 
Existing tenants satisfied with the quality of their home89%94%+5 
Tenants satisfied with the management of the neighbourhood they live in84%86%+2 
Tenants who feel that the rent for their property represents good value for money83%86%+3 

For more satisfaction results, read our annual Tenants Satisfaction Survey.


Satisfaction measured  throughout the year when receiving a service2016/2017
Value
2017/2018 (Year to date)
Value
Target
Tenants who have had repairs or maintenance carried out in the last 12 months who are satisfied with the repairs and maintenance service 83.51%91.13%89%
Tenants satisfied with the standard of their home when moving in100%100%94.02%
Key performance measures2016/2017
Value
2017/2018 (Year to date)
Value
Target
All complaints responded to in full within timescales95.7%95.65%96%
Calls to our customer service centre which were resolved at first point of contactn/a88.4%80%
Percentage of calls to the customer service centre answered within 30 seconds67.15%73.66%73%
Average time taken to complete emergency repairs (hours) 2.672.713.5
Repairs appointments kept100%100%98.02%
Anti-social behaviour cases resolved within agreed timescales95.12%98.28%93.87%
New tenancies sustained for more than a year85.25%87.97%92%
Gross rent arrears as a % of rent due5.48%5%4.8%
Rent due lost through properties being empty0.45%0.3%0.44%
Average time to re-let properties (days)10.310.7714
New-build completions – Social housing554949