Our Performance

How we are doing

ISHA reports to residents every three months on how we are performing in the following areas:

Time taken to answer phones and respond to letters
How we are performing with your repairs
How long it takes us to re-let a home and how many homes are re-let
How much rent we have collected

For more information you can look at our current performance poster [PDF 172kb] for Quarter 3 - 2012/13.

Local Standards set by residents

ISHA’s Residents’ Forum has identified what performance they would like to measure at a local level. Since October 2010 local reports have been available on the Website, on the My Home section, for you to compare with other ISHA areas.

Resident Satisfaction

Every 3 years ISHA carries out a detailed resident satisfaction survey. The headlines from the most recent survey (July 2011) were:

83% fairly or very satisfied with landlord services (1% increase for 2008 survey)
60% very or fairly satisfied that resident views were taken into account (3% decrease)
83% fairly or very satisfied with repairs and maintenance (1% increase)

Below are the sections from the full report

Executive Summary [PDF 271kb]
Introduction [PDF 78.6kb]
ISHA's tenants [PDF 142kb]
ISHA's tenant satisfaction ratings [PDF 343kb]
Homeowners [PDF 493kb]
Key Driver Analysis [PDF 119kb]
Comparison with previous surveys [PDF 207kb]
Comparison with other landlords [PDF 125kb]
TSA Performance Indicators [PDF 44.8kb]

An action plan to prioritise improvements from this survey has been developed and can be found here ISHA 2011 Survey Action Plan. Please send any comments you have on the survey to haveyoursay@isha.co.uk

ISHA uses all resident feedback to continuously improve the services we provide to residents including:

Satisfaction slip with every repair order
Estate Inspections undertaken by Tenancy Services Managers on a monthly or three-monthly basis (depending on the condition of the estates) that residents are welcome to attend. Please see My Home for the timetable of the Inspection Schedule for your estate.
Your complaints, comments and compliments are regularly reviewed to look at how we could have done things better and change the way we work to improve our services