Housing Performance

What Is Performance Management?

Performance Management is about using information about how we are performing such as customer questionnaire results, our performance indicators etc which will help us to improve the services we provide for our customers. Performance management enables us to make the best use of our resources and to help us continually improve.

The Housing Service is committed to improving their performance and ensuring high quality customer-focused services for all our residents and customers. To help us do this we will set ourselves challenging targets for improvement and continually review our services.

We measure our performance on a regular basis and compared with other councils. We also set ourselves targets against local performance indicators including the indicators that you have told us are most important to you - known as the Tenants Top Ten.

We Aim To:

• Use performance management to ensure that the services we deliver are continuously improving.
• Involve our tenants in reporting and challenging our performance on a regular basis.
• Deliver continuous improvements through our service plans with a challenging process for target setting and performance reporting.
• Be consistent and open about monitoring and communicating how well the housing section is performing.
• Produce a monthly/quarterly performance statements measuring our performance against a range of key targets .
• Monitor our performance through the use of benchmarking.

How is performance monitored?

The performance of our services is monitored and challenged through a range of approaches. Performance is monitored with our Team Managers and the Head of Housing & Customer Services through monthly performance clinics, where issues and actions to remedy areas of concerned are developed.

Performance is monitored by elected Councillors and by tenants at the regular Performance and Finance Working Group. Membership of the Performance and Finance Working Group is open to any tenants who wish to join. If you are interested in becoming involved please contact our Resident Involvement Team.