How we are doing
Across Sanctuary Group we set out to continuously improve the services we provide. Our performance is very important to us and we work hard to resolve any problems.
Each year we review how we have performed across all areas of our organisation and set performance targets which reflect our ambition for continuous improvement. We also review the performance of our best performing competitors to ensure that our targets are in line for the sectors in which we operate.
Performance is monitored throughout the year and this information is shared with our stakeholders. Detailed below are some of our key performance indicators.
Year at a Glance - 2020/21 Highlights
| Resident engagement – Overall satisfaction with landlord: England | 73.4% |
|---|---|
| Employee engagement – Your Say engagement score | 80% |
| New homes built | 834 |
| Energy Performance Certificate ratings – Average rating | 71 |
| Carbon emissions - Tonnes of CO2e per employee | 3.64 |
| Compliance – Properties with valid gas safety certificate | 99.7% |
| Housing regulator ratings | G1 V2 |
| Care Quality Commission ratings - Sanctuary Care (Good or Outstanding) | 86% |
| Care Quality Commission ratings - Sanctuary Supported Living (Good or Outstanding) | 98% |
| Care Inspectorate ratings – Scotland (Good, Very Good or Excellent) | 75% |
| Credit ratings - Moody's | A2 stable |
| Credit ratings - Standard & Poor’s | A+ Negative |
| Capacity – Cash, undrawn facilities and available security | £1,442m |
| Management cost per home | £397 |
| Group revenue | £765.4m (0.3% growth) |
| Operating surplus margin | 22.2% |
| Underlying operating surplus margin | 21.8% |