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%

Working with IFF research to learn more about you

Why are you carrying out this research?

We value your opinion. We use a specialist independent market research agency, IFF Research to carry out this research. A key aim of the research is to gain a clearer understanding of you, so we can better understand your needs and improve the services we provide to our customers.

Who will call?

IFF Research is an independent social and market research agency with a strong reputation for delivering high quality and high impact research. IFF Research offer a full range of research services from a single site in London.

When will they call?

We have commissioned our external partner, IFF Research, to undertake the survey on our behalf and any calls will come via 0203 148 7717. To give you flexibility on when you can take part they call between 9am-8pm Monday – Friday and between 11am-4pm on Saturday.

What will IFF Research ask me?

Each month IFF Research will 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

Should you wish - IFF Research can keep your responses completely confidential, however if there are any questions which you would prefer not to answer please let the interviewer know. We will never include anything in our reports that could personally identify an individual. 

How long will the conversation take?
The conversations are usually very short to allow you to reduce disruption to your day. However, it is your opportunity to share your opinions so this can be dictated by you.

How do we keep your data and Information secure?

Your privacy is very important to us. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. For full details about IFF Research’s privacy policy please follow visit their website via: IFF Research | GDPR

Ready to take part?

If you would like to take part all you need to do is wait for IFF Research to reach out. Please note the research is completely voluntary, if you do not want to take part just let IFF Research know when they reach out and you will be opted out.