Our performance

We measure our performance in lots of ways, including:

• satisfaction surveys
• gathering resident feedback
• using information from our internal systems, such as
  • number of repairs completed on time,
  • cost of preparing vacant properties to relet
  • complaints

We’re always striving to improve and use the performance information to help us identify and prioritise where we can do this.

We also publish this information so that our customers can see how we're doing. Please see below for where we publish this.

Tenant Satisfaction Measures:

The Regulator of Social Housing has created a set of measures to look at how all social housing providers in England are performing. These are called Tenant Satisfaction Measures (TSMs).

A key part of the TSMs is to survey customers about how satisfied you are with your home and the services provided by your landlord.

Your home is managed by Leicestershire Rural Housing Association but is owned by emh and your tenancy agreement is with emh. As they are your landlord, they are required to carry out the survey, not us.

Find out more

Annual report:

We publish detailed performance information in our annual report, showing how we’ve changed since the previous year.

Quarterly updates:

We publish a quarterly update on our complaints performance on our website and in newsletters.

Our performance across all our services is reported each quarter to the LRHA board, and they hold us accountable to the set targets.