How well are we doing

We check on our performance to ensure that we provide high quality, cost-effective services, the business is sound, and that we meet the expectations of the Regulator of Social Housing.

More information is in our business and customer newsletters and guides.

Find out how we perform for value for money in our financial statements and how we drive performance in transparency and efficiency

Measuring our performance

Our most important measures of performance are reported monthly to the senior management team, and each quarter to the Westward Board. Here is a summary of the latest quarterly report. Every year we set a target for each service, taking into account the best performance amongst other social landlords, and the need to provide cost effective services.

Quarterly Performance Summary
Performance indicator Jan - Mar 2022 Oct - Dec 2021 Jul - Sept
Apr - Jun
Current Target
Overall Current Tenant Gross Arrears 2.28% 2.18% 2.15% 2.06% 2.50%
Income loss to voids as % of Gross Annual Debit 1.25% 2.08% 2.19% 1.8% 2.29%
Average re-let times for voids 42.6 days 45.7 days 50.7 days 53.9 days 35
% of properties with a gas safety certificate  100% 100% 100% 100% 100%

Satisfaction surveys

We are always working to improve our services and to do this we need your feedback and ideas

We employ IFF Research (formerly named Voluntas), an independent customer research specialist, to carry out some surveys on our behalf. They call a random sample of Westward households each month and ask customers a series of questions to see how you rate our services and identify areas for further improvement.



Apr 21- Mar 22

Apr 20 - Mar 21  

How satisfied are you with the overall quality of your home?



How satisfied are you with your neighborhood as a place to live?



Taking everything into account, how satisfied or dissatisfied are you with the service provided by Westward as a landlord?


Do you feel safe and secure in your home? 86.1% 89.3%  
How satisfied or dissatisfied are you that your rent offers value for money? 93.0% 85.9%  

Overall Repairs Service:


Apr 21 –
Mar 22

Apr 20 - Mar 21

If an appointment was made did we keep this appointment with you?



How satisfied or dissatisfied are you with the quality of repair?


Did the operative leave your home in a clean and tidy state after the work was completed? 97.2% 95.9%
How do I know if a survey call really is from IFF Research?

IFF Research are independent and employed by Westward. IFF Research will only call from this number 0203 148 7719 and only ask about the services which Westward provides. We really appreciate it if you answer the questions should you receive one of these calls. Your data will be handled safely and securely.

Why would IFF Research call me?

We want to know when we get it right, and when and how we get it wrong, so we can get our services right for you, our customers. These surveys help us to shape our services.

What will they ask me?

They will ask for your views on the services that we provide and may check that your contact details are up to date. They will not ask you for any other personal information.

What do you do with the information?

We only use it to shape and improve our services.

Is my feedback confidential?

Absolutely, your feedback will be treated confidentially and only IFF Research and Westward will have access to it. 

How do I know the data is secure?

All your information is held securely in line with current data protection legislation and controlled by Westward. IFF Research only have access to the specific information they need to carry out the survey.  

Can I say no? 

Absolutely, the IFF Research person who calls you will always ask if you are happy to take part. If you would prefer not to, just say so. 

How does it work ?

Each month we ask customers about one of the following subjects:

  • Their most recent customer experience
  • Their experience once a repair is marked as completed
  • Their overall perception of us
  • The experience if a formal complaint has recently been closed