We review our performance continuously, focusing on improving the services that our residents tell us are the most important to them.
Our executive team reviews our overall performance each month and our Board does it quarterly. This is to make sure we are achieving our objectives and strategies and giving our residents the best service possible. We set ourselves challenging targets to improve year on year by looking at past performance as well as comparing ourselves to the best in the sector.
We report back to residents each year on our performance against various standards we have agreed with them. We set this information out in our Residents’ Annual Report.
Our self assessment against the housing ombudsman’s complaint handling code
Inquilab has carried out a self-assessment against the Housing Ombudsman’s Complaint Handling Code. The assessment sets out the areas where we comply with the code and actions we will be taking to further improve how we handle customer feedback. This self-assessment was reported to our Board on 8 December 2020.
The detailed self-assessment can be accessed here.