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Our performance

We’re committed to delivering the highest standards of performance in all our services. Network Homes is a service driven organisation, so performance is one of the key ways we measure our success. High performing organisations are successful organisations.

We work to a clear set of service standards outlined in our Customer Charter and we have a clear strategy for driving up the quality of our performance.

We have made big improvements in ensuring excellent access to our services, in repairs performance, and overall customer service in recent years, but we want to go further. Our ambition is to ensure that at least 90% of our customers are satisfied with our services overall and to maintain satisfaction at that level or higher.

We use a range of methods to monitor how we’re doing.

  • We measure our performance monthly and the results are reviewed by our executive directors in their regular meetings. Each quarter we also report on our performance to the Customer Services Committee of the Board. 
  • We also involve residents in scrutinising and monitoring our performance and suggesting service improvements. Our resident-led Local Panels review performance regularly, and residents are involved in estate inspections, reviewing policies and procedures and a range of other activities to help us improve service quality. You can find our more in the Getting Involved section.
  • Each year we also compare our performance with other similar housing associations, using an independent company to carry out the analysis, and we publish the results in our Value for Money Statement.
  • The housing associations’ Regulator, the Homes and Communities Agency, assesses our performance annually, looking particularly at our financial viability, the quality of our governance, and our value for money. Find out more on our How we are regulated page

You can see our latest quarterly performance figures for a range of key service measures. 

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