PHA Our Performance

Our performance

PHA Homes is committed to continuous improvement.

We are committed to achieving high levels of customer satisfaction. We aim to deliver services promptly, professionally, and tailored to your needs. We aim to give the same level of service whether you enquire by telephone, letter, email or face to face.

Our service standards tell you the level of service you can expect to receive from PHA Homes. They have been developed after consulting with our residents and are based on the things we were told were important to you.

Our service standards are our promise to you, and we are committed to making these promises happen. We aim to give you an excellent service and these standards will allow you to measure how we are doing. (Click link to Our Service Commitment to our Residents please).

Every year we provide an annual report to residents, letting you know how we’re doing against these service standards.

Every three years we ask all our residents how they feel about our performance and our services. This is called the STAR survey (Survey of Tenants And Residents) We let you know the results of this survey via the residents newsletter ‘Chatterbox’ and the annual report to residents.

We also belong to a benchmarking club called SHAPE (Small Housing Associations Pursuing Excellence). This enables us to compare our performance not only across a group of similar sized associations but nationally against housing associations large, medium and small. We use this information to help us drive forward service improvement and efficiency. 


  • Annual Report
  • Our Service Commitment To Our Residents
  • Tenant Engagement
  • Making a Complaint
  • Repairs & Maintenance
  • Your Right To Repair & Compensation
  • Tackling ASB
  • Paying Your Rent
  • Residents Newsletter – ‘Chatterbox’

“I love my new kitchen, thank you.”

Miss E

“Compliments to the tree surgeon on their tidy work”

Mrs Y