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 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 measures2019/20
2020/21 (Year to date)
2020/21 Target
All complaints responded to in full within timescales97.81%97.56%96%
Reactive repairs completed right first time96.44%94.94%97%
Average time taken to complete emergency repairs (hours) 3.0222.953
Anti-social behaviour cases reported in last year which were resolved 100%100%98%
New tenancies sustained for more than a year90.59%90.27%90.00%
Gross rent arrears as a % of rent due5.11%3.05%4.8%
Rent due lost through properties being empty0.55%1.11%0.44%