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.
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 survey||2016/2017 survey||2017/2018 survey||% point change||Change|
|Tenants satisfied with the overall service provided by their landlord||86%||88%||+1 (1.45%)|
|Tenants who feel their landlord is good at keeping them informed about services and decisions||92%||92%||=|
|Tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes||91%||86%||-5|
|Existing tenants satisfied with the quality of their home||89%||94%||+5|
|Tenants satisfied with the management of the neighbourhood they live in||84%||86%||+2|
|Tenants who feel that the rent for their property represents good value for money||83%||86%||+3|
For more satisfaction results, read our annual Tenants Satisfaction Survey.
|Satisfaction measured throughout the year when receiving a service||2016/2017|
|2017/2018 (Year to date)|
|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 in||100%||100%||94.02%|
|Key performance measures||2016/2017|
|2017/2018 (Year to date)|
|All complaints responded to in full within timescales||95.7%||95.65%||96%|
|Calls to our customer service centre which were resolved at first point of contact||n/a||88.4%||80%|
|Percentage of calls to the customer service centre answered within 30 seconds||67.15%||73.66%||73%|
|Average time taken to complete emergency repairs (hours)||2.67||2.71||3.5|
|Repairs appointments kept||100%||100%||98.02%|
|Anti-social behaviour cases resolved within agreed timescales||95.12%||98.28%||93.87%|
|New tenancies sustained for more than a year||85.25%||87.97%||92%|
|Gross rent arrears as a % of rent due||5.48%||5%||4.8%|
|Rent due lost through properties being empty||0.45%||0.3%||0.44%|
|Average time to re-let properties (days)||10.3||10.77||14|
|New-build completions – Social housing||55||49||49|