Peabody's performance

Here's where you can find information about value for money and key aspects of our performance

Value for money

Our strong financial position is underpinned by our commitment to provide value for money to residents and stakeholders. Our four key aims are to:

  • Make sure we get the maximum return on financial and non-financial assets
  • Make sure our decision-making and culture is focused on getting value for money
  • Use resources in the most effective and efficient way to get best value for customers and stakeholders
  • Publish information (for customers and stakeholders) to show we are achieving value for money

We use resident feedback and compare our performance with other social housing providers.

Our Board regularly reviews whether we are delivering value for money. We publish information on this website, in our Annual Report and Financial Statements and in our Report to Residents:


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Performance information 

Each month we measure our performance against targets. We also compare our performance to other housing providers which are of a similar size and operate in similar locations to Peabody.

Our full suite of Key Performance Indicators are reported monthly to the Executive team, and quarterly to the Peabody Board. We also carry out a telephone survey once a month with a sample of residents and  undertake an annual survey.

Customer satisfaction results

Measure 2013/14 performance 2014/15 target 2014/15 performance Target met?
Satisfaction with Peabody Direct 86% 86% 83% No
Satisfaction with the way Peabody deals with repairs and maintenance 70% n/a* 65% n/a
Overall satisfaction with the quality of residents' homes 84% n/a* 75% n/a
Satisfaction with repairs being fixed first time 73% 80%  74% No
Satisfaction that appointments were kept 92% 93%  93% Yes

*Not all customer satisfaction measures have an associated target

We publish more detailed information about our performance in the Annual Report to Residents, focusing on the areas that matter most to you, and showing how performance has changed between one year and the next.

Performance and satisfaction results

We are committed to achieving great performance throughout our business. We share selected performance information with all employees throughout Peabody Group. Our "Customer First" indicators reflect the high priority we place on achieving excellent customer service.

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Transparency and efficiency

We are committed to being open and transparent in the way we conduct our business and interact with our customers.

  • Business plans and performance information
    The business plan sets out the services we plan to deliver for our residents, information about our funding and spending plans for the next three years, and our strategy to ensure Peabody remains a thriving and efficient organisation.
    We publish performance information that shows how we are making progress on a range of measures, including regularly asking our residents what they think about the quality of our services.

  • Board and senior staff
    The Board, which includes two resident board members, is the ultimate governing body for Peabody; the Executive Committee has responsibility for day-to-day management of Peabody.Information about staff numbers and salaries is published each year in the annual report and financial statements. This includes details of the Chief Executive’s salary.

  • Our income and expenditure
    The annual report and financial statements sets out how we raise our money and what we spend it on. Our main sources of funding are: the rent we collect; our development programme which includes some market sales to build more social and affordable homes; profits from commercial activities; and borrowing money to invest in new housing.

    We also receives funding from charitable organisations to support our community services. We spend our money on providing services to our residents, and on building new social and affordable homes for the people of London.

    Expenditure disclosure greater than £500 as part of the affordable homes programme: April 2015 to March 2016 (pdf, 952kb)

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Resident scrutiny and getting involved

We have a commitment to engage with and involve residents in shaping the services we provide to them.

Our focus is to listen to their views and aspirations and to ensure that they are able to influence our current and future service delivery by scrutinising performance and identifying areas for improvement.

We have a menu of resident involvement, including scrutiny and consultative panels, local resident and topic-focused groups, resident inspections and mechanisms for structured and informal feedback.

Learn more about our resident involvement

We carry out regular customer satisfaction surveys on our key services to obtain feedback on our performance and how we can improve. Two Board members are Peabody residents.

Find out more about our governance

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Keeping residents informed

We communicate with our residents in a number of ways: printed materials, telephone, email newsletters, digitally and face-to-face communications.

  • Our annual report to residents provides information on our performance, progress and plans for the future.
  • We publish our three-year business plan, which sets out our vision and key business objectives. We consult with our resident groups on these objectives.

Our detailed financial performance is published in our annual report and financial statements. We also publish a range of policies and handbooks for our residents.

Complaints - how we performed in 2014/15 describes how well Peabody and Gallions are dealing with complaints.

Peabody Customer Service Charter (pdf, 174kb)


Code of conduct

We have codes of conduct for our employees and suppliers to maintain the values, mission and behaviours of the organisation as they go about their jobs on a daily basis.

We endeavour to treat all our residents, employees, suppliers, funders and regulators in a professional manner, with dignity and respect, show integrity and avoid any suggestion of influence by biased or improper motives.

Key principles of our codes of conduct are:

  • Avoid conflicts of interest. Private or personal interests do not influence decisions at work, and that position is not used to obtain personal gain of any sort, either directly, or for family, friends or associates. We will keep the best interests of Peabody at heart at all times.
  • Promote and foster equality and diversity. Peabody is committed to promoting equal opportunities and valuing diversity. We expect our employees and suppliers to comply with Peabody policies in this area and treat and respect all residents and potential residents in a fair, discreet and courteous manner.
  • Maintain a healthy and safe working environment. Our employees, suppliers and contractors have a duty to understand and follow health and safety policies and procedures to maintain a healthy and safe working environment.
  • Lead by example. All employees should lead by example in their personal behaviours, demonstrating the Peabody Behaviours and Management Expectations.
  • Demonstrate the highest levels of integrity and personal conduct. At all times and through all forms of communication and interactions with colleagues, contractors, residents, external bodies or members of the public. All employees will protect and use responsibly all company equipment and property in our care and keep Peabody funds and resources safe from abuse, theft, or waste.
  • Balancing confidentiality and openness. We are committed to openness and being accountable for our decisions and actions. We will also protect personal information and meet our legal obligations regarding data protection. Senior employees, board and committee members have special duties of accountability, and as result our conduct and personal integrity must be beyond reproach.

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Information Charter

This information charter sets out the standards that you can expect from Peabody when we request or hold personal details about you.

It will tell you what to do if you want to get access to any “personal” information that we hold about you or if you think that standards are not being met.

How information is managed 

We understand how important is it to protect your privacy and to comply with the Data Protection Act 1998.  We manage all the information that we hold according to legislation and best practice.  We also have policies in place which are based on the standards set by the Information Commissioner’s Office. 

We train all our staff on a regular basis in the importance of data protection. 

Our promise

We have security measures in place to maintain and safeguard the confidentiality, integrity and availability of our systems and data. All information is stored, processed and communicated in a secure manner and only made available to authorised users. 

When we ask for your personal information, we promise: 

  • To make sure you know why we need it, where it is not obvious
  • To only ask for what we need, and not to collect too much or irrelevant information
  • To protect your information and make sure that nobody has access to it who shouldn’t
  • To make sure that we don’t keep it for longer than necessary
  • Never to make your personal information available for commercial use 

In return we ask that you: 

  • Give us accurate information
  • To tell us as soon as possible if there are any changes to your circumstances, such as change of address 

Accessing your personal information 

Under the Data Protection Act you have the right to request a copy of any "personal data" that we hold about you. This is called a subject access request.

We do not always make a charge for these requests but reserve the right to ask you for a small charge if you ask for photocopies of lots of documents. The Data Protection Act allows organisations to charge a maximum of £10 for this. 

"Personal data" is defined in the Act.  It is information that relates to identifiable living individuals. 

It does not include information that relates to: 

  • Individuals who are deceased
  • Groups of people
  • Organisations and businesses
  • Houses, buildings or properties
  • Any corporate information that is not specifically about you 

You do not have a right to see information that is about another person. Any information provided by a third party that might identify someone else will be removed. We might also remove any information that has been provided to Peabody in confidence. 

Making a request

If you would like to make a request you must do so in writing and send it to your Neighbourhood Manager or to our head office: Peabody, 45 Westminster Bridge Road, London, SE1 7JB. 

Request form (pdf, 82kb)

Privacy Policy

This covers all the information that we collect on our website and any other information we collect about you as part of your relationship with us.

Peabody privacy policy  

How to make a complaint 

If you do not think that we are meeting our information standards you can find out about making a complaint here

For independent advice about data protection, privacy and data sharing issues, you can contact the Information Commissioner at: 

Information Commissioner’s Office
Wycliffe House
Water Lane

Telephone: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.

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