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.

To find out more information on Mystery Shopping at SHS, click here.

Resident Satisfaction Survey

The Operations Director, Glynis Gatenby, has joined a group with HouseMark to review the STAR survey. Sutton Housing Society plans to run the survey in early 2020 / 2021.

STAR Survey Results

STAR Survey Winners