Standards and performance
We report on government, local and customer focused indicators. These are the things that are considered the most important to you.
To ensure that we continually improve performance we monitor our progress towards a range of challenging targets and against the promises we have made.
- Our standards for South Tyneside
- Performance reports
- Service standards
- Customer satisfaction reports
Our standards for South Tyneside
In March 2010 the Tenant Services Authority introduced a set of national standards that all social housing providers have to meet.
As your landlord, South Tyneside Council also need to have local standards specific to the borough. These are standards that are set and monitored by you as tenants.
Below you will find 'Our standards for South Tyneside'. These standards have been influenced by tenants, developed by tenants and agreed by tenants. They cover four key areas:
Home
These standards focus on how we improve, repair and maintain your home.
Neighbourhood and community
These standards focus on how we manage your neighbourhood, work in co-operation with others in your local area and respond to complaints about anti-social behaviour.
Tenant involvement and empowerment
These standards focus on:
- Customer service, choice and complaints
- Understanding and responding to your diverse needs
- How we involve and empower you
Tenancy
These standards focus on how we support you to maintain your tenancy and how we help you to find a home.
Read the full version
To read our standards for South Tyneside in full, download the PDF below.
Our standards for South Tyneside[pdf - 198kb]
Performance reports
You told us which performance indicators you consider to be the most important and we will report on these on a quarterly basis.
This will help you to judge how we are progressing towards achieving targets, areas for improvement, and how effectively our resources are being deployed.
How we performed - April to December 2011[pdf - 265kb]
Service standards
It is important that we keep our promises. To ensure that we do our performance is regularly reviewed by our quality panel.
Our quality panel have told us which service standards are the most important and have chosen a selection that we will report on a quarterly basis.
Customer Priority Service Standards - April to December 2011[pdf - 1Mb]
Customer satisfaction reports
We regularly send satisfaction surveys to customers so they can tell us how they feel about the services we provide.
On our behalf, customers are also sent a survey once a year by a completely independent company.
Status Survey 08-09[pdf - 1Mb]
If you receive a customer survey please take a few moments to complete it - your views are important to us and we will also enter you in our prize draw.
