We want to be open and clear about how we're doing, and we do a lot!
So, we've broken down our reporting into areas to make it easier to find the information you're interested in.
Take a look at our results across our business versus our targets (Key Performance Indicators, or KPIs for short). Our reporting year runs from 1st April. We've broken down each year into reporting quarters, so Q1 runs between 1st April and 30th June, Q2 from 1st July to 30th September, Q3 1st October to 31st December, making Q4 1st January to 31st March.
While you're here, we'd like to let you know information on our TSM (Tenant Satisfaction Measures) Survey is also available.
The survey for Q3 2024/25 found that 62% of residents are satisfied with the overall service provided by Estuary Housing Association.
Generally, as will be shown throughout this report, satisfaction has decreased slightly compared with the previous survey.
Three measures received satisfaction levels above 70%, including residents being treated fairly and with respect (78%), the provision of a safe home (73%), and keeping residents informed (74%).
Only one measure falls below 60%; Estuary’s satisfaction with the handling of complaints (36%), which has declined by 5% since Q2. The approach to ASB has the second lowest satisfaction at 60%.
However, these are often the lowest-performing measures for social landlords.