Performance Reporting
Our Board set key performance indicators each year and review performance on a quarterly basis at their Board meetings. We share these results on our website, giving tenants and stakeholders the opportunity to scrutinise how we perform. We also include them in our quarterly tenants’ newsletter.
2025/26 performance highlights:
- Emergency repairs responded to within 24 hours – 100%
- Stage 1 and 2 complaints responded to within Complaint Handling Code timescales – 100%
- Homes with EPC C or better – 78/6%
Tenant Satisfaction Survey
Every 2 years we run our tenant satisfaction survey, to get your feedback on what we’re doing well, where we can improve and what are priorities should be.
Our 2025-2026 survey found that 83% of our tenants are satisfied with Shal’s service – this is above the national average for smaller housing associations, and something we are really proud of.
0%
are satisfied with our repairs service.
0%
feel they are treated fairly and with respect.
0%
feel their views are listened to and acted upon.
You can read more results, including the top improvement priorities identified by tenants, in our summary report.
Complaints
We always try to provide the best service possible. When we don’t meet this standard, we want to hear your feedback so we can continue to learn and improve.
The Housing Ombudsman Complaint Handling Code sets out the rules Housing Associations have to follow when dealing with complaints. Complaints can be either Stage 1 or Stage 2.
We complete a self-assessment of our complaints process every year, and our Board reviews our complaints every year.
Corporate Plan
Our corporate plan covers our strategic objectives for 2026 – 2029, the steps we’ll take to achieve these objectives, and the performance indicators we will use to measure our success. You can read the whole plan here.
