How we are performing

This page gives you information about how we perform when we provide services for our customers.

Our work to manage performance helps us to meet the needs and expectations of our tenants. To enable us to do this, we have effective performance management arrangements which help us to deliver results as set out in our strategic and annual plan.

We measure our performance using a number of performance indicators which are reviewed every year. We publish our performance against these indicators every year.

You can see the range of documents that tell you about our performance and plans below.

Financial statement and annual report

You can find the latest financial statement and annual report.

Value for money self assessments

You can find our latest value for money self assessment.

Development spend

Find out about development spending over £500 on the Thirteen website.

Performance reports

Thirteen ensures that its four strategic priorities are delivered through detailed action plans. We measure how we are doing against these plans in a number of ways before reporting progress to the Thirteen Board every quarter.

This gives us the ability to concentrate on performance improvements. You can see the the latest performance pack below:

Customer satisfaction reports

We work to find the views of our customers about the service that we provide in a number of ways.

We carry our six-monthly satisfaction surveys (the STAR survey), telephone surveys about repairs and gas servicing and surveys with people when they contact us or when we have provided a service.

You can find out more about the results of these surveys below: 

Satisfaction surveys - February 2019
Satisfaction surveys - September 2018
Satisfaction surveys - August 2018
Satisfaction surveys - July 2018
Satisfaction surveys - May 2018

New home survey

We contact customers to tell us their views about moving into their new home and then produce a report showing the results of the survey.

You can see the latest new home survey results.pdf

STAR survey

We carry out the STAR survey (Satisfaction of Tenants and Residents) to get information from our tenants and customers about how they feel about our services.  You can find details about the latest STAR surveys below:

2017 STAR survey

You can see an overview and an infographic of the 2017 STAR survey:

STAR survey infographic

2016 STAR survey

You can see two infographics about the 2016 STAR survey:

Customer opinion survey

We carried out a survey with 2,500 customers in early 2019 to find their opinions of some of our services. You can find more details on:

Social value report

Social value allows us to examine the work we do in communities and attach a financial value to the work in the three key areas of society, economy and the environment.

The report shows the value of Thirteen’s work in the Tees Valley and across the wider region. You can see a summary and the full version of the report  below:



Health and safety report

We produce a report that shows how Thirteen is performing in health and safety matters. You can find the latest health and safety report below: