Our latest “Metrics that Matter” are live
We’ve just shared our latest Metrics that Matter results for January to March 2026. These results show how we are doing as your landlord.
What are the Metrics that Matter?
The Metrics that Matter are a small set of checks on our services.
They were chosen by residents, through our Resident Voice Panel (RVP).
The panel is made up of residents just like you. Their job is to:
- Check how we are doing
- Ask questions
- Challenge us when we need to do better.
The measures look at things that matter most to you, like:
- Repairs
- Complaints
- Communal areas
- How easy we are to deal with
- Whether you trust us to do what we say.
Why we share these results
We share our results every three months so we can be open and honest with you.
This includes:
- The things we are doing well
- The things we need to improve.
We believe it’s important that you can see how we’re really doing.
What the Resident Voice Panel said
Our Resident Voice Panel met on 13th May 2026 to review these results.
They asked questions about how we measure our services and why they matter. They were happy with how things are progressing and had no major concerns.
They will keep checking our performance every three months.
A quick look at the latest results
Here are a few highlights from January to March:
- Most residents paid their rent on time
- Over 75% of residents were happy with their repairs
- Most residents living in general needs homes said they are satisfied with our service
- Our customer score (Net Promoter Score) stayed strong at +57.1.
These are good results, but we know we still have more to do.
What we’re working on next
We are continuing to:
- Keep improving repairs and maintenance
- Look at how communal areas are managed
- Use new systems to give better updates and clearer information on work carried out.
You can view how well we're doing against all the Metrics that Matter, here (this link will open in a new window.)
If you want to get involved or share your views, we’d love to hear from you. Check out all the ways you can get involved, here. (This link will open in a new window.)