Derwent Living 11 – Our 2011 customer report

Created on Wednesday, October 12th, 2011
by Steve Atkin

We are pleased to announce that our 2011 customer report is now available. We have worked with customers to develop a report which follows a theme that is both original and engaging.

Derwent Living 11 contains our year-to-date performance against local offers, which are service standards chosen by customers, our performance against the TSA standards, details of our resident scrutiny team’s first year and information about our AGM – The Big Get Together. Throughout the report we identify areas for improvement by looking at our poorest performing local offers.

We also talk to residents about how they thought we performed in 2011 and their hopes for the future and include some of the findings from a peer review, which was conducted by Derby Homes earlier in the year. Our board chair, Suzy Brain England writes about how governance has changed over the last 12 months and reveals some of our key achievements in 2011.

Using local offers to compare performance

By publishing how we are performing against local offers by area, customers are able to compare and contrast the service that they are receiving. We run a series of challenge hour meetings in each area where customers can challenge us on performance, discuss local issues and suggest ways that we can improve.

More information about the Tenant Services Authority annual report

All large social landlords are required to provide an annual report for tenants which should be made available by 1 October 2011. The report should describe how the landlord is performing against local offers and the TSA standards. The design of the report is not prescriptive but should contain useful information for tenants.

Get a printed copy

Printed copies of this report can be requested by calling 01332 346 477 or by emailing

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