FACEBOOK UPDATE: Our Facebook accounts for Network Homes and Network Homes sales have been compromised. We’re doing everything we can to liaise with Facebook and resolve this issue. Until then, please do not use our Facebook accounts to contact us and ignore any messages or post you may have received from our Facebook accounts from Thursday 28 September 2023. 

Our performance

Every month we measure how we're performing against our targets. You can find our performance for the most recent three months below.

We report on performance to our executive team, Board and Customer Service Committee. We also involve residents in scrutinising performance and suggesting improvements, through our Resident Panels

Every year we compare our performance with other similar housing associations, using an independent company to carry out the analysis. You can find the results in our Value for Money Statement. Our performance is also monitored by the Regulator of Social Housing - find out more about our regulation here

Our most recent performance

Here's our results for quarter three, 2023/24 which is October to December 2023: 

Overall satisfaction: 66% Target: 70%
Complaints responded to on time*: 91.4 Target: 95%
Residents' trust in us: 62.2% Target: 60%

*We aim to respond to stage one complaints within 10 working days and stage two complaints within 20 working days.

How do we measure satisfaction?

Our method is based on the occasions when residents interact with us. We call these 'transactions'. A transaction might be a call to our contact centre, getting a repair done, or moving into a new home. At the end of a transaction, we will often ask residents to tell us how satisfied they were with how we handled that transaction.                         

Rent collected as % due: 96.2% **

Target: 101%
Our target is over 100% because we aim to recover arrears as well as collecting all rent due that year. 

Current tenant arrears as % of annual rent debit: 5.62%** Target: 4.25% (For our General rented and Older people's homes)
Rent loss due to empty homes: 1.60% Target: 1.67%

** For our general rent and older people's homes.

Collecting the rent we are owed is an important part of maintaining our financial strength, which allows us to improve our services to residents. These figures show how well we're collecting the rental income.

The last figure shows how much money we lose when properties are empty before a new tenant moves in, when no one is paying rent. Some of this is unavoidable as we make homes ready for the next tenant to move in.   

Percentage of properties with valid gas certificates: 100% Target:  99.98%

Properties connected to gas services need to be checked and given certificates once a year. We aim to make sure all our homes are checked in time so we know our homes are safe.

Find out more about our gas safety checks and why it's important for us to access your property here

Our previous performance

Our performance figures

If you have a complaint about our performance or you feel our service has fallen below an acceptable standard, you can register a formal complaint

Safe Space

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