Our performance

We have an agreed set of key performance indicators that we use to monitor our performance against our own targets, and against other housing associations. These include levels of rent arrears, number of households housed, repair response times and financial indicators. Each quarter, we produce a report to our Board about our performance.

Twice a year we produce a You said, we did supplement which is sent to residents with Merlin Matters.We also produce an annual report to residents as well as an annual report and financial statements.

Inspection

We received our first inspection by the Audit Commission in June 2009. It's findings were that we are not yet providing a satisfactory level of service and so awarded us a zero star rating with uncertain prospects for improvement. Full details of the inspection, including the full report are available on our inspection results page.

Residents satisfaction (STATUS) survey

In autumn 2009 we carried out our first residents satisfaction survey since the transfer from the council in 2007. The results revealed our residents are among the happiest in the country. Read more on our resident satisfaction survey page in this section.

Monitoring the promises

When we took over the housing stock from South Gloucestershire Council we made a series of promises to residents. You can check our progress against these on our Monitoring the promises page in this section