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 (2020/21) Quarter 1 (2020/21) Quarter 2 (2020/21)
Current rent arrears 5% 4.8% 4%
Void rent loss 3% 7.3% 6%
Responsive repairs completed on time 97% 91.7% 92.5%
Properties with a valid gas certificate 100% 100% 100%
Complaints responded to on time 98% 100% 50% *see details below
Overall Satisfaction with service 93% 100% 100%

Performance notes

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

Please note, due to covid 19 and the impact on our residents and on our services, we are continuously reviewing our data to ensure we are providing the most accurate information.

Current Rent Arrears

Due to COVID-19 we saw an increase in rent arrears across our schemes, this is both regrettable and understandable. We appreciate the financial hardship some of our residents faced during this challenging time. Over the coming months we will continue to work with our residents to reduce the arrears.

Void performance

Due to COVID-19 and Government guidance, which advised people to delay moving home if possible and only those facing street homelessness should move accommodation; our void loss was impacted, we continue to work safely to accommodation people in our properties.

Responsive repairs completed on time

Due to COVID-19 we had to adapt our repairs and maintenance service to keep staff, residents and external contractors safe, this led to some short delays to carrying out repairs in Quarter 1 and 2 of 2020-2021.

Properties with a valid gas safety certificate

Our performance results indicate we were successful in carrying out Gas Safety inspections in Quarter 1 and 2 of 2020/21.

Complaints responded to on time

We received fourteen complaints in Quarter 1 and all were responded to on time and within the temporary complaint’s response timescales.

We receieved a four complaints in Quarter 2. Two complaints were logged less than 10 working days before the end of the quarter and remained open and under investigation on 30 September 2020, these two complaints will be reflected in next quarters performance data. This means our performance for Quarter 2 is based on two the complaints which were opened and closed between 01 July 2020 and 30 September 2020. Of these two complaints, one was responded to on time and the other required more time as we needed to arrange for a translator to attend the investigation meeting(s).