Quality & Performance

At East Homes, we really care about how well we do.

That’s why we monitor ourselves by using service reviews, audits and resident mystery shopping to make sure we’re always getting better.

These tell us how good our service is and also encourage fresh ideas and new ways of working.

Our Performance

We have an ongoing programme of quality checks and external audits to ensure we comply with the standards we have set.

We report our achievements quarterly to East Homes Board and publish an annual performance report to residents.

Download annual review 2008-09 (12MB PDF)

Download financial statement 2008-09 (PDF)

Download annual performance report 2008-09 (2MB PDF)

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East Potential annual reviews

East Thames Group Equality Scheme

Our Service Standards

Meeting our promises is important to us because we know it is important to you.

We have set targets for our main service standards and regularly review our performance against these. When we do not do as well as we would like, we work with staff and contractors to improve the way we work.

Our service standards

Key Performance Indicators

We regularly compare our performance with a group of London Housing Associations.

Our 09/10 results show that overall we have performed quite well.

Key Performance Indicators

QHS Audits

East Homes is audited twice a year by an external organisation, Quality Housing Services (QHS). QHS inspect our front line services to help us assess our performance and drive continuous improvements.

QHS Audit information

Resident Mystery Shopping

East Homes is currently running a resident mystery shopping programme to evaluate our performance by testing our front line services. To find out more together with details about how you can get involved, please click the link below.

Resident Mystery Shopping

Suggestions, Compliments & Complaints

We welcome your comments, suggestions and complaints. Your feedback lets us know your feelings about our services and how we can improve. And the important thing is that we deal with complaints quickly and to your satisfaction.

Suggestions, Compliments and Complaints

Your Satisfaction

Satisfaction surveys help us check we are on the right track and decide on how we improve our services.