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 3 (2017/18) Quarter 4 (2017/18)
Current rent arrears 2.0% 0.8% 0.7%
Void rent loss 4.0% 4.1% 2.8%
Responsive repairs completed on time 97% 98.97% 99.22%
Properties with a valid gas certificate 100% 100% 100%
Complaints responded to on time 97% 95% 100%
Satisfaction with the way the repairs service is delivered 87% 94% 100%
Overall Satisfaction with service 89% 89% 91%

Performance notes

Sapphire received 11 complaints for quarter four of 2017/18. Ten complaints were all responded to and resolved within target and one is currently still under further investigation.

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