Delivering our Business Strategy
Our Business Strategy 2024-2035 sets out what we’re aiming for over the next decade.
We’ve kept it simple - listing clear objectives for the year ahead, alongside long-term ambitions for 2030 and 2035.
We’ve also included key measures of success so we can track progress and share updates with you.
Read our Business Strategy 2024–2035
We’ll update this page every quarter with the latest performance data across our three strategy foundations:
- Happy customers
- Fantastic homes
- Brilliant people
Quarter 1 – April to June 2026
The most trusted housing association
| Key performance measure | Actual 26/27 end of quarter | End of 26/27 target | End of 25/26 |
|---|---|---|---|
| % agree they are treated fairly and with respect by Thirteen |
84.7% |
85.5% |
84.5% |
Happy Customers
| Key performance measure | Actual 25/26 end of year | End of 25/26 target | End of 24/25 |
|---|---|---|---|
| Satisfaction with our services (overall) (year to date) * | 93.2% | 92.5% | 92.7% |
| Satisfaction with overall service provided by Thirteen ** | 81.0% | 80.3% | 79.3% |
| Total current tenant arrears (% of debit) (at quarter end) | 2.4% | 2.6% | 2.3% |
| Tenancy turnover (rolling 12 months) | 7.1% | 7.1% | 7.2% |
| Repairs completed within target timescale (non-emergency) (in the month) | 94.0% | 90.0% | 91.3% |
| Number of empty homes (at quarter end) | 1,082 | 800 | 1,017 |
| Empty homes loss (% of debit) (full year) | 2.6% | 2.2% | 2.6% |
* The percentage of customers reporting satisfaction of 7 out of 10 or above when surveyed following completion of a repair or closure of an anti-social behaviour case, or after moving into one of our homes
** The percentage of customers who report they are either “very satisfied” or “fairly satisfied” with the service we provide in response to year-round surveys of random customers
Fantastic Homes
| Key performance measure | Actual 26/27 end of quarter | End of 26/27 target | End of 25/26 |
|---|---|---|---|
| New social and affordable homes delivered (year to date) | 152 | 426 | 668 |
| % of stock at EPC C or above (at quarter end) | 80.0% | 85.0% | 79.9% |
| Satisfaction with the quality of new build homes (year to date) | 93% | 94% | 95% |
| % of spend on maintenance through investment vs reactive repairs | 51% | 50% | 47% |
| Satisfied that the home is well maintained | 80.9% | 82.6% | 81.6% |
| Satisfaction that the home is safe | 86.4% | 87.0% | 86.0% |
Brilliant People
| Key performance measure | Actual 26/27 end of quarter | End of 26/27 target | End of 25/26 |
|---|---|---|---|
| Employee engagement score (at quarter end) | 74 | 76 | 74 |
| Average days lost to sickness per FTE (rolling 12 months) | 12.2 | 11.5 | 12.3 |
| Voluntary staff turnover (rolling 12 months) | 7.9% | 7.2% | 8.1% |
| EBITDA MRI interest cover (at quarter end) | 238.1% | 125.0% | 143.9% |
| Cash efficiencies delivered (year to date) | 0.0% | 3.0% | 3.2% |