Sapphire Independent Housing’s mission is ‘To improve lives and value people’. We aim to achieve this through providing quality accommodation and services that support residents to achieve their ambitions and reach their full potential.

Performance is closely monitored, using clear and quantifiable priorities and targets, to ensure the service we provide meet the aims of the Association. The performance information below is for the previous two quarters.

Performance Indicator Target Quarter 1 (2017/18) Quarter 2 (2017/18)
Current rent arrears 2.0% 0.5% 0.5%
Void rent loss 4.0% 4.9% 4.7%
Responsive repairs completed on time 97% 99.65% 98.63%
Properties with a valid gas certificate 100% 98.9% 100%
Complaints responded to on time 97% 80% 100%
Satisfaction with the way the repairs service is delivered 87% 89% 87%
Overall Satisfaction with service 89% 89% 85%

We are working with partners and other agencies within our operating boroughs to promote the schemes and increase the number of referrals. We are putting a number of measures in place to speed up void re-let times including revising our void standards and sourcing a suitable voids contractor to help combat void rent loss.

We have made improvements to our internal complaints processes to help our staff keep residents more up to date with real time information on how individual complaints are progressing. You can find out more about these service improvements via our resident consultation page.

We are mindful of the slight drop in our overall resident satisfaction outcomes and are continuously investigating ways to encourage more resident feedback to help us improve services, outcomes and overall satisfaction. Feedback, on any area of our service, can be provided via our online surveys, located in the residents section. You can also provide your feedback via our online compliments and complaints form and by contacting us at