Tel 0300 131 7300
Islington & Shoreditch Housing Association (ISHA)
102 Blackstock Road
London N4 2DR
0300 131 7300
These are the Key Performance Indicators that we report to you every three months:
For the most recent information on how we're performing check our current performance poster [PDF 191.04Kb] for Quarter 2 (July-September) - 2017/18.
This is an interactive analysis of our housing stock. This is reported to the regulator on an annual basis through the Statistical Data Return
This Value for Money Self Assessment digital friendly version [2.30Mb] was last reviewed and updated by the Board for publication in July 2017. ISHA's Board has looked at how we compare with other organisations, as well as taking into account what matters to you most.
The self assessment reports our value for money gains in the year ending 31 March 2017. The self assessment has been updated to report our high level end of year figures. The self-assessment refers to ISHA's 2015-2020 Asset Management Strategy (383.30kb) This strategy is under review and a revised strategy is planned to be reviewed by Board by the end of this financial year (March 2018).
The Regulator closed consultation on a proposed new Value for Money Standard in December 2017. ISHA's Board contributed to the consultation. [126.86kb] Once the new standard is published we will let you know what we have changed to meet the new standard.
Since June 2016 ISHA has been carrying out telephone customer satisfaction surveys with help from a company called Critical. For the first month, 100 customers were surveyed based on recent interactions with ISHA (for example, repairs or new tenancies). Each month since then another 10-30 customers have been surveyed based on recent interactions. In addition, in the summer of 2017 we surveyed another 375 customers to get a better sense of areas for improvement.
The goal of this survey programme is to monitor customer satisfaction during a time of change and to improve services based on feedback.
Since June 2016, we have seen a slight improvement in customer satisfaction – from 74% of customers rating ISHA as “good” or “very good” in June 2016, to 76% in the period from July 2016 to December 2017. However, overall customer satisfaction with a particular interaction has decreased over this period, particularly with repairs.
From these surveys, we have been able to identify some key areas for improvement. For example, a number of customers noted that they do not receive enough information about services from ISHA. In response to this, follow-up cards are now used for repairs and the Neighbourhoods Team is providing more information to customers about their cleaning & gardening (see In Your Area for details).
We have also identified process failures in repairs and gas repairs that have led to things like a lack of follow-up or missed appointments. We are continuing to use feedback from these surveys to improve the services we provide, and we appreciate those who have taken the time to share their experiences.
Starting in 2018, we will be changing to a new survey provider and will be sending surveys primarily via text and email; however we will continue carrying out some phone surveys to capture a wide view of customer feedback.
For past customer satisfaction results, see the 2014 Star survey Executive Summary.