Performance Information
Find out how our services measure up and how we’re improving
We regularly monitor our performance across all different areas of our business and publish quarterly reports which are shared with our Board and Committees. This helps us to identify areas we’re doing well and areas that require improvement. You can review our most recent reports below;
From April 2023, all social landlords have been required to capture and report back to the Regulator of Social Housing on a range of Tenant Satisfaction Measures (TSM’s) – from home safety, repairs to whether you feel we listen.
We want to make sure our services meet tenants’ needs, so every quarter we ask a sample of tenants to complete a satisfaction survey. The survey gives tenants the opportunity to tell us what we are doing well and where we could improve.
Tenant Satisfaction Surveys are carried out by Acuity on our behalf – they are a specialist independent research company. They contact a proportion of our tenants every quarter – you will not be asked to complete the survey more than once per year. The survey focuses on how happy our residents are with the way we deliver key services and maintain homes. The results of this survey tell us what our tenants hopes, worries and expectations are. This information is then used to guide our strategic and operational planning.
We publish the results of our satisfaction surveys, along with our Tenant Satisfaction Measures information so you can see how we are performing and what we are doing to improve.
You’ll also find a copy of the questions we asked the tenants that took part in the Survey, and an explanation of why most of them were contacted by phone, in the Summary of Approach.
Our Annual Report provides a summary of the work we’ve completed in the last year and how we’re focused on making sure our tenants shape the delivery of our services. It includes information on tenant voice and influence, how we spend your rent, our future strategy, investment in your homes and complaints.
Annual Accounts
Our accounts are externally audited each year, they are presented and approved by our Board. We also submit our accounts to the Regulator of Social Housing (RSH) and the Financial Conduct Authority.
The annual accounts and Financial Statements for this year and previous years are available to download and review. In addition to setting out the accounts the Financial Statements also provide an overview of key aspects of Eden Housing Association, including details of the Board, governance arrangements, how we manage risk and Value for Money.
Value for Money
Value for Money (VFM) is a cross-cutting theme in all areas of our business and is a key part of the delivery of our strategic priorities. Our vision for our VFM strategy is to use the resources available in the best way possible, to achieve the same for less, or more for the same and create places where tenants live safely in affordable homes with equitable delivery of services across our communities. We assess value for money against Economy, Efficiency, Effectiveness and Equity to ensure cost effectiveness.
As a member of the Housing Ombudsman Service (HOS) we must comply with the Ombudsman’s Complaint Handling Code. We complete an annual self-assessment against the code, and produce an annual Complaints Performance and Service Improvement report which includes a response from our governing body providing assurance that our self-assessment is a true reflection of our complaint handling processes.
You can view Self Assessment and Improvement Plan below.
2026
- Complaints Self Assessment 2026
- Annual Complaints Performance Service Improvement Plan 2026
- Governing Body’s response to Performance and Improvement Plan 2026
2025