How we perform

Published , updated

We aim to deliver excellent, cost-effective services.

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We work hard to put our customers first and are committed to seeking and acting on customer feedback. We look to find solutions and put things right.

Using customer feedback and insights we continually learn and improve our customer services and customer experience.

Below we have included some important information.

About the Regulator of Social Housing

The Regulator of Social Housing (RSH) regulates registered providers of social housing in England to promote a viable, efficient and well-governed social housing sector able to deliver homes that meet a range of needs.

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.

We support customers to shape and scrutinise service delivery and to hold the Board to account. To achieve this, Derwent Living has a scrutiny team and a comprehensive 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.

Our customer commitments

Our customer commitments allow you to see exactly how we are meeting regulatory standards and performing in the areas that matter most to customers.

Commitment Target Jan - March 2021 performance
Home standard
Percentage of homes meeting the Decent Homes Standard 100% 100%
Percentage of properties have received their annual gas service 100% 99.94%
Percentage of our blocks of flats which have a fire risk assessment 100% 100%
Percentage of repairs completed right first time 88% 87.69%
Percentage of customers who were surveyed who were happy with the repairs service they received 90% 95.6%
Neighbourhood and Community standard
Percentage of customers who were surveyed and were happy with the way their anti-social behaviour cases were dealt with 82% 81.3%
Percentage of serious anti-social behaviour cases that were responded to in one working day 90% 94.8%
Percentage of customers surveyed who were happy with the grounds maintenance service they received 75% 83.4%
Percentage of customers surveyed who were happy with the internal cleaning service they received 75% 74.2%
Tenancy standard
Average number of days to re-let an empty home 24 days 21.1 days

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.

We are 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, in our Customer Annual Report 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.

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

Annual Complaints Reporting

We value complaints and use information from them to help us improve our services. We believe that the publication of such information is useful for our customers and allows you to see exactly how we are performing in the areas that matter most to customers.

Annual complaints information for the year April 2020 to March 2021

Complaint type Number % upheld % partially upheld % not upheld % responded to within timescale %
responded to in time frame/extension (as agreed with customer)
Average time in working days to resolve
Total Put it Right received in reporting year TBC TBC TBC TBC n/a n/a n/a
Total stage 1 complaints received in reporting year 129 38% 28% 18% 89% 100% n/a
Total stage 2 complaints received in reporting year 21 9.5% 14% 73% 52% 100% n/a

Annual report of the Housing Ombudsman

The Housing Ombudsman Service is an independent organisation that investigates complaints. The Housing Ombudsman Service is the final stage for complaints and will look at complaints about registered providers of social housing.

Our Customers can contact the Ombudsman at any point by clicking here, and they will support you to either make a complaint or, where you have exhausted our complaints handling process, they will fully investigate the matter and make a decision about the complaint. They will let us know what the outcome is and may order us to pay compensation. 

The Housing Ombudsman Service issue an annual report of all complaints to social housing providers. Derwent Living's report is published here

How we meet the requirements of the Housing Ombudsman

In July 2020 the Housing Ombudsman Service published the Complaints Handling Code. The code performs an important strategic role for an organisation, providing a framework to support effective handling and prevention of complaints alongside organisational learning and development.

We have worked with our customers to look at our complaints procedure to ensure the good practice recommendations from the Housing Ombudsman are embedded in the way we manage any complaints. How we deal with a complaint can be found here. 

For more information about the code please click here.

The Housing Ombudsman also requires us to complete a regular self-assessment against the Complaints Handling Code and publish the outcome of our assessment.  The outcome of our self-assessment is provided here