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 2 (2017/18) Quarter 3 (2017/18)
Current rent arrears 2.0% 0.5% 0.8%
Void rent loss 4.0% 4.7% 4.1%
Responsive repairs completed on time 97% 98.63% 98.97%
Properties with a valid gas certificate 100% 100% 100%
Complaints responded to on time 97% 100% 95%
Satisfaction with the way the repairs service is delivered 87% 87% 94%
Overall Satisfaction with service 89% 85% 89%

Our void rent loss performance have improved but we are still slightly over our 4.0% target. We are working with partners and other agencies within our operating boroughs to promote the schemes and increase the number of appropriate 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 continue to work with our commissioners to reduce voids in our supported schemes.

We are mindful there has been a slight drop in the time it takes to acknowledge complaints. Our target to acknowledge all complaints is two working days. 100% of our complaints were resolved within the allocated timescale for each stage.

Feedback, on any area of our service, can be provided via our online resident satisfaction surveys, located in the residents section. You can also provide your feedback via our online compliments and complaints form and by contacting us at