How we perform

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At Derwent Living, we aim to deliver excellent, timely, cost-effective and relevant services. Our approach to performance management is a challenging framework which ensures that we deliver the outcomes required.

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Performance management is an essential part in the success of an efficient and effective organisation. Put simply, it brings to life our culture and values while systems are in place to help the organisation manage and improve its performance.

Customer service strategy

Derwent Living’s customer service strategy describes the steps and processes the organisation will take to develop its customer service offer. You can download a copy of the document here.


On 11 January 2018, the Homes and Communities Agency’s (HCA) non-regulation arm adopted its new trading name Homes England. From that point, the HCA’s regulation directorate, which undertakes the functions of the Regulation Committee, refers to itself as the Regulator of Social Housing (RSH). Until legislation is enacted, Homes England and RSH continue to be constituted as one body – the HCA – but operate with two distinct corporate identities.

A number of co-regulatory principles underpin the regulation provided by the RSH and registered providers are required to meet relevant standards. You can learn more about the regulatory standards here.

The Board that governs Derwent Living’s services is responsible for meeting the standards and being transparent and accountable for the delivery of social housing objectives.

It is for providers to support residents both to shape and scrutinise service delivery and to hold the Board to account. To achieve this, Derwent Living has a scrutiny team and a programme of co-regulation in place. You can learn more about the scrutiny team and the work they do here.

For more information please visit the Regulator for Social Housing's website.

Places for People Group Customer commitments

Customer commitments allow you to see exactly how Derwent Living is meeting regulatory standards and performing in the areas that matter most to customers.

Commitment Target April - June 2019 performance
Home standard
% met Decent Homes Standard 100% 100%
% of properties have received their annual gas service 100% 100%
% of blocks have a fire risk assessment 100% 100%
% of repairs completed right first time 88% 86%
% of customers who were surveyed who were happy with the repairs service they received 90% 91%
Neighbourhood & Community standard
% of tenants who were surveyed and were happy with the way their ASB cases were dealt with 82% 100%
% of serious ASB cases that were responded to in one working day 90% 91%
% of tenants surveyed who were happy with the grounds maintenance service they received 75% 80%
% of tenants surveyed who were happy with the internal cleaning service they received 75% 69%
Tenancy standard
The average number of days it takes to re-let an operational void from tenancy termination to new tenancy commencement 24 days 29 days
% turnover within a rolling twelve month period <9% 5.81%
Tenant Involvement & Empowerment standard
% of formal complaints acknowledged within two working days 98% 96%
% of formal complaints responded to within ten working days 94% 100%
Publication of the annual report Published on website by 1 October Awaiting publication
Publication of tenant commitments on the website To be completed after each quarterly period of reporting Complete

Value for money

The housing regulator in England, the Regulator of Social Housing requires housing providers to articulate and deliver a comprehensive approach to achieving value for money. This is to take account of the corporate objectives, along with the interests and commitments we share with our stakeholders.

This means managing resources economically, efficiently and effectively to provide quality services and homes, and delivering year-on-year improvements in value for money.

Derwent Living is focused on providing good value for money. Our customers want good quality homes and services but expect us to be as efficient and effective as possible so that we can keep costs down.

In order to inform and involve customers we give frequent updates in our magazine Derwent Life and on our website to show how we are using our resources to provide services. We also attend meetings of the customer forum to report on how we are doing and to consult on how we can do better.

We want customers to be able to see how we manage performance and how our resident scrutiny team helps us to raise standards.

Derwent Living’s value for money self assessment which includes key financial data is now included within Places for People Group's annual report and financial statements.

Transparency obligation

As required by the Regulator of Social Housing Framework Delivery Agreement, the most recent details of development expenditure over £500 can be found here.