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Performance and satisfaction
We are committed to continuously improving our services to our customers
We want to ensure that our services are always high quality and deliver value for money. This is why we closely monitor our performance as well as customer satisfaction and feedback. We want to make it easy for you to understand how we’re doing and the progress we’re making, so we measure our performance in different ways. This is through our own key performance indicators and the Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs).
Our own key performance indicators (KPIs)
We track nine key measures that reflect the priorities in our long-term Stronger Foundations Strategy. These cover a range of important areas, from customer safety and satisfaction to our journey to net zero, to how our colleagues feel about working here. These KPIs help us stay focused on what matters and make sure we’re delivering on what we said we would.
We measure how we’re performing as the whole Karbon Group, which includes Karbon Homes and subsidiaries 54North Homes and Leazes Homes, and individually. You can see the latest results below.
|
Name of key performance indicator (KPI) |
Group |
Karbon |
54N |
Leazes |
|
Value for Money: This is what it costs for every home we manage and is sometimes referred to as our ‘Social Housing cost per unit |
to be published end of July following audit |
to be published end of July following audit |
to be published end of July following audit |
to be published end of July following audit |
|
Financial Capacity: This is how financially strong we are as an organisation and is based on how many times we could pay our interest costs from our surplus (EBITDA MRI Interest Cover %). |
to be published end of July following audit |
to be published end of July following audit |
to be published end of July following audit |
to be published end of July following audit |
|
Development: New supply as a percentage of social housing units - this is the percentage that we hope to increase our total number of homes by, through growth and development. |
2.20% |
1.90% |
6.12% |
0.00% |
|
Building and Customer Safety: This is how many of our homes are fully up-to-date against a range of Building Safety Indicators and it is a Tenant Satisfaction Measure. The indicators include gas safety checks, fire safety checks, asbestos safety checks, water safety checks and lift safety checks. |
99.93% |
99.92% |
100.00% |
100.00% |
|
Quality and Decarbonisation: This is the proportion of our homes that have an energy performance certificate (EPC) of ‘C’ or above. |
77.90% |
78.19% |
70.59% |
92.37% |
|
Occupancy: Void rent loss as percentage of annual rent debit - this is the percentage of potential rent income that is lost through homes being empty. |
1.86% |
1.59% |
3.88% |
2.87% |
|
Colleague Engagement: This is how engaged colleagues feel at Karbon and how likely they are to recommend Karbon as a good place to work (Employer Net Promoter Score). |
+43 |
+44 |
+23 |
Leazes included in Karbon Association. |
|
Customer Experience: This is the percentage of customers that are very or fairly satisfied with us as a landlord, and is a Tenant Satisfaction Measure. |
81.5%
(Group weighted performance as submitted to regulator) |
N/A |
N/A |
N/A |
|
Neighbourhood Satisfaction: This is how much our customers believe we make a positive contribution to their neighbourhoods and it is a Tenant Satisfaction Measure. |
76.3%
(Group weighted performance as submitted to regulator) |
N/A |
N/A |
N/A |
Tenant Satisfaction Measures
We also report on a set of measures called Tenant Satisfaction Measures. They were introduced by the Regulator of Social Housing (RSH) to make sure all social landlords are measuring performance in the same way. They cover things like how satisfied customers are with repairs, how safe they feel in their home and how well we listen and act on feedback. It makes it easier for customers, and the RSH, to compare performance across different social landlords.
The RSH asks us to measure this performance as Karbon Group. This includes Karbon Homes and subsidiaries 54North Homes and Leazes Homes.
View our latest Tenant Satisfaction Measures results.
Get in touch
If you would like more information, please contact us and ask to speak to the Strategy, Place and Insight Team.
