Our Performance

Sutton Housing Society aims to provide high standard housing and excellent customer services to all of our residents. We also look to provide the support needed for our residents living in our Older People accommodation, to enable them to continue living independent lives. We appreciate that our residents come to us from diverse backgrounds and one size does not fit all. We therefore work with them and tailor our services to suit their needs wherever we can.

Our performance is governed by and reported to our Board of Management and day to day performance is reported to our Housing Operations Committee . We manage our performance internally against our key Performance Indicators (PIs). We ask for contributions from our residents in the form of feedback forms, questionnaires and telephone surveys. We set our targets high, benchmarking ourselves against other service providers and we always strive to be the best. We are guided by the high standards of the Homes and Communities Agency and the National Housing Federation.

Each quarter, our PIs are reported to the Housing Operations Committee. They are reported in areas such as: Repairs and Maintenance, Lettings, Customer Satisfaction and Complaints. This is why it is so important to us that you contact us should you need to discuss any area of our service, your home, if you have a complaint to make or to give us a compliment. The PIs are there as a measure of how we are doing and from the results, we see how we can improve.

Our performance results are summarised in our annual report.

Performance Information 2016/17

Performance Information 2017-18

To find out more information on Mystery Shopping at SHS, click here or click the link below to view the report.

Mystery Shopping Report

Resident Satisfaction Survey

Just under 50% of residents responded to the recent STAR survey; a massive thank you from SHS for taking part. Please click here to view the STAR Survey results.

For information relating to the follow up work with SHS residents on the STAR survey, please click here.