Our Performance

Sutton Housing Society aims to provide a high standard housing and an excellent customer service to all residents. We also enable support to be provided for our residents living in our Older People accommodation, enabling individuals to continue to live as independently as possible.

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 (HOC). HOC is made up of Board members and resident volunteers.

We manage our performance internally against our key performance indicators (KPIs). KPIs are generally a measure of how we are doing and how we can improve our services to residents.

Residents assist us in measuring our performance by providing and responding to feedback forms, questionnaires, telephone surveys, making compliments and complaints.

We set our targets high, benchmarking ourselves against other service providers. We are guided by the Regulator for Social Housing (RSH) and are committed to meeting, and where possible exceeding, the expectations set in the Regulator’s economic and consumer standards.

We monitor our KPIs monthly internally as a whole staff team. Each quarter, our KPIs are reported to the Housing Operations Committee and to our Board. The KPIs are there generally as a measure of how we are doing and how we can improve our services to residents.

Our performance results are summarised in our annual report.

Complaints handling code self-assessment

Sutton Housing Society, like all registered providers (RPs), is required to participate in the Housing Ombudsman scheme. The Housing Ombudsman service addresses complaints from tenants / residents about their landlord, if the tenant / resident remains dissatisfied with the outcome of a complaint made to their landlord. The Housing Ombudsman introduced a new complaints handling code for all RPs with effect from 1 September 2020. The new code was in response to concerns that tenants / residents were not having their views heard by their landlords. Sutton Housing Society’s self-assessment against the complaints handling code is here.

Resident Satisfaction Survey

The Satisfaction of Tenants And Residents (STAR) survey planned for Spring 2020 was delayed due to the Coronavirus pandemic. Sutton Housing Society’s current intention is to run the STAR survey during the spring / summer of 2021.

STAR Survey Results 2017