2010 Performance

Select a minimum of three tenant satisfaction performance indicators and maintain or improve scores against each of these for the coming year.

We have established three tenant satisfaction performance indicators to monitor changes in tenant satisfaction:

-  81% of tenants who would consider renting another flat from Grainger

-  70% of leaving tenants who would recommend Grainger to a friend

-  94% of tenants who rated our contractors as excellent or very good

We set ourselves a demanding year on year target to improve scores in all 3 indicators. We achieved very high levels of customer satisfaction. However, with 2008/9 satisfaction levels at 80% or above, we were not able to improve in all areas.