Our performance
We work hard to manage our company effectively, deliver excellent services to our customers, and plan for the future.
Our performance is measured so we can see how well different parts of the business are doing and see the difference we’re making to our customers.
We have a structured way of making sure our performance is on track and delivering services in the right way so that we can deal with any issues at the earliest opportunity. As well as formally measuring our own performance in this way, we actively seek the views of our tenants.
What we report on
- Four times a year we look at performance in more detail and share a report with our Board, the council, and our tenants and residents.
- Twice a year, we assess our performance against our local offers.
- Once a year, we review our overall performance against The Regulator for Social Housing’s Consumer Standards and the Rent Standards. This makes sure we’re meeting government standards for delivering services.
You can find our latest performance information on this page or click on the links below to see our Annual Report and STAR survey findings.
Quarterly performance reports
Our quarterly performance reports set out how we’re doing against the targets in our delivery plan.
You can look back at our past performance reports or view short summaries of our performance in managing the lettings, rents, and repairs service below.
Customer satisfaction surveys
We carry out a range of customer satisfaction surveys linked to the services we provide to you.
Most of the surveys are triggered by an interaction with us. For example, if you have a recently had a repair carried out to your home, then you may receive a survey following the completion of that repair.
It’s really important that we know how you feel, as without your views we don’t know how well we’re doing, or where we can improve our services.
You can view the results of these surveys below.
Listening and learning from complaints
We welcome complaints and promote a positive complaints handling culture within Berneslai Homes. Complaints are reviewed to identify learning points and improve services for customers. You can read our latest service improvements summary below.
Your Comments Count
'Your Comments Count' is the way that we listen, reply, and learn from the things you have to say.
We’ll do what we can to put right any issues and we'll learn from this so we can deliver better services.
We produce anonymous reports four times a year which shows the sort of compliments, comments, and complaints we've received, how we've dealt with them, and what changes we're making as a result. You can read our latest reports below.