Plans & Performance

Our Plans

Our long-term plans and key documents can be found here:

Annual Delivery Plan Update 2018-19 [pdf] 721KB

Value For Money Statement [pdf] 258KB 

Annual Financial Reports and Accounts

Annual Governance Statement 2016- 2017 [doc] 369KB 

Board Member's Declaration of Interests.pdf [pdf] 39KB

Customer Strategy SHP 2016 - 2021 [pdf] 457KB 

Customer service standards.pdf [pdf] 131KB

Our Performance

Our key performance indicators (KPIs) measure how we are doing and how satisfied our residents are.

We also use service performance indicators (SPIs) to manage our day-to-day work and report to the Housing, Economy and Business Committee of London Borough of Sutton.  


Performance Report Quarter 2 2017-18.pdf [pdf] 2MB 

Performance Report Quarter 3 2017-18.pdf [pdf] 3MB

SHP Annual Report.pdf [pdf] 6MB


We benchmark our performance against other housing providers in London and England by submitting data and information to HouseMark.


Satisfaction Surveys

We survey resident satisfaction by telephone on a regular basis. This is carried out by a company called Acuity. They contact every customer at least once within a two year period.