Performance

How we are doing

These are the key performance indicators (KPIs) that we report to you every three months:

• how well we are resolving your complaints
• time taken to answer phones
• how many homes have a current gas safety check certificate
• how we are performing with your repairs
• how much rent we have collected
• number of customers involved in ISHA's decision making.

Value for money

The way we report value for money has changed, to match the change in regulatory focus. Whilst the basic principles remain the same, the revised approach seeks to strengthen board accountability and enhance consistency, comparability and transparency.

ISHA's 2021/22 financial statements (pdf, 2.2mb) includes a set of industry wide metrics that report ISHA's business health and operational efficiency and compares them against those of other housing associations.

We also report on our operational performance against others, a summary of our value for money improvement plan, outcomes for 2020/21 and the improvement targets for 2021/22.