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Delivering our Business Strategy
Our Business Strategy 2024-2035 sets out our priorities for the coming decade.
Read our Business Strategy 2024-2035.
We’ve kept it clear and simple, listing objectives for the year ahead alongside statements of ambition describing where we want to be in 2030 and 2035.
Like any good strategy, it also identifies key measures of success so we can check our progress along the way.
On this page we’ll be providing quarterly updates on each of those measures so it’s quick and easy for you to see how we’re doing.
We’ve split them up into our strategy’s three main foundations – Happy customers, Fantastic homes, and Brilliant people.
Quarter 1 – April to June 2025
Happy Customers
|
Key performance measure |
Actual 25/26 end of quarter | End of 25/26 target | End of 24/25 |
|---|---|---|---|
|
Satisfaction with our services (overall) (year to date) |
92.4% | 89.0% | 90.0% |
| Customer net promoter score (would recommend Thirteen) (year to date) | 82 | 75 | 77 |
| Total current tenant arrears (% of debit) (at quarter end) | 2.7% | 2.9% | 2.6% |
| Satisfaction with ASB service (overall) (year to date) | 72.9% | 70.0% | 67.9% |
| Tenancy turnover (rolling 12 months) | 7.1% | 7.0% | 6.9% |
|
Satisfaction with repairs service (overall) (year to date) |
92.7% | 90.0% | 90.7% |
| Empty homes loss (% of debit) (year to date) | 2.7% | 2.1% | 2.6% |
| Repairs completed within target timescale (non-emergency) (in the month) | 76.0% | 75.0% | 75.8% |
Fantastic Homes
| Key performance measure | Actual 25/26 end of quarter | End of 25/26 target | End of 24/25 |
|---|---|---|---|
| New supply delivered – social housing (year to date) | 117 | 550 | 650 |
| % of stock at EPC C or above (at quarter end) | 76.2% | 80.0% | 75.2% |
|
Satisfaction with the quality of new build homes (year to date) |
92% | 93% | 92% |
| % of spend on maintenance through investment vs reactive repairs | 43% | 44% | 43% |
Brilliant People
|
Key performance measure |
Actual 25/26 end of quarter | End of 25/26 target | End of 24/25 |
|---|---|---|---|
| Employee engagement score (at quarter end) | TBC | 75 | N/A |
|
Average days lost to sickness per FTE (rolling 12 months) |
12.2 | 11.0 | 12.7 |
| Voluntary staff turnover (rolling 12 months) | 7.1% | 7.0% | 7.4% |
|
EBITDA MRI interest cover (at quarter end) |
245.4% | 125.3% | 159.4% |
|
Cash efficiencies delivered (year to date) |
1.3% | 3.0% | 3.5% |
Read our 'How we performed in 2024-25' report.
If you have any questions or queries, please contact:
Kathryn Whittle, Director of Corporate Affairs
call: 0300 111 1000
