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.

During summer 2017, one of the major tasks we completed was the consolidation of the Group’s four landlords and care and support arm to create one organisation called Thirteen. This gives us the ability to concentrate on performance improvements rather than simply gathering data from the four landlords. The way we report performance reflects this and you can find details about Thirteen's performance below:

April to December 2017
April to June 2017

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 - April 2018

STAR survey

In mid-2016, we carried out the STAR survey (Satisfaction of Tenants and Residents). The main finding was that the overall satisfaction rate with our services was 87%. You can see two infographics about the survey:

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: