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Last updated 03/06/2014

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Performance

  • Overview

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    This article provides an outline of how members of the Adactus Group Structure monitor and report on their performance.

  • Monitoring the organisation's performance

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    We are committed to improving our services and adapting them to meet the needs of our customers.  Measurement plays an important part in helping the board of management and senior management understand where we need to improve and how much change we have brought about.  Publishing this information is also very important to help our stakeholders understand how we are performing and to hold us to account.

    Each year, as part of the business planning process, the boards agree the key performance indicators (KPIs) that will be used to measure and monitor performance. The indicators selected help the boards assess the progress that is being made in delivering the objectives set in the Business Plan.  Some of these KPIs are retained each year so that trends in performance can be analysed over long periods of time.  Others are introduced to assist the boards determine how well we are coping with new challenges and priorities.

    Through our Local Offers we also agree with tenants the activities and improvements that meet a real need in their neighbourhood and go beyond the National Standards required of us by our regulator.  Local Offers were introduced in April 2011 and are reviewed and updated from time-to-time in consultation with local area panels of tenants.

    In instances where the KPIs or measures show that performance is not at the level set by board or agreed with tenants, we provide an explanation as well as a description of the action being taken to bring performance back into line.

  • What are the performance measures?

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    Indicators are selected to provide current information on progress against our business plan goals. Each indicator has a performance target set. Examples are provided in the table below.

    Goal

    Key Performance Indicator

    Target    

    Provide effective services

    % repairs completed with one appointment.

    % calls answered within 15 seconds.

    >85%

    >80%

    Make effective use of assets

    % of rent collected

    Rent lost through vacant lettable general needs property (Median)

    >99%

    <£250

    All of the key activities of the organisation are measured: repairs, property condition, rents, void management, customer service, new property development, neighbourhood investment, ASB case handling.

  • Where is performance reported?

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    Performance is reported to board at each meeting held quarterly. These reports are published within the performance information section of our blog.

    We also report performance directly to customers as follows:

    There are other publicly available sources of information about our performance: CORE quarterly lettings reports and data in the public domain of the HCA's website including their regulatory judgements on housing associations.

  • Benchmarking

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    'Benchmarking' is a method of assessing costs and/or performance by comparing with other organisations, time periods and industry standards.  Very useful benchmarking information is obtained from participating in accreditation schemes (e.g. CCA Global Standard).

    The Group is also a member of Housemark and takes an active role in organising exercises which provide comparative information with which to assess its services: e.g. market testing of the Group's in-house maintenance team in 2010 and benchmarking of the housing management and grounds maintenance services provided as part of the Miles Platting PFI project in 2011.

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  • 03/06/2014

    Updated by Athanasios Protopapas on 03/06/2014 16:43:57

    Comment: Added link to performance indicator reports in blog.

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    Chapter titled "Where is performance reported?" content changed.

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  • 16/01/2014

    Updated by Sam Ryan on 16/01/2014 14:00:06

    Comment: taken off Miles Platting

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    Group assignment removed: "Miles Platting".

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  • 07/11/2013

    Updated by Suzy Robinson on 07/11/2013 13:56:29

    Comment: added link to current performance page

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    Chapter titled "What are the performance measures?" content changed.
    Chapter titled "Where is performance reported?" content changed.

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  • 23/09/2013

    Updated by Athanasios Protopapas on 23/09/2013 15:10:59

    Comment: updated KPIs and targets measured

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  • 11/07/2012

    Updated by Elesh Makwana on 11/07/2012 15:09:49

    Comment: Text alignment amended.

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  • 11/07/2012

    Updated by Elesh Makwana on 11/07/2012 15:07:34

    Comment: Amended table to 100%

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  • 29/06/2012

    Updated by Admin on 29/06/2012 15:27:51

    Comment: General update.

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    Chapter titled "Monitoring the organisation's performance" content changed.
    Chapter titled "What are the performance measures?" content changed.
    Chapter titled "Where is performance reported?" content changed.
    Chapter titled "Benchmarking" content changed.
    New Tag assigned "performance monitoring".
    New Tag assigned "performance report".

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  • 14/02/2012

    Updated by Athanasios Protopapas on 14/02/2012 17:01:31

    Comment: Added links to Quarterly performance information available on our blog.

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    Chapter titled "Where is performance reported?" content changed.

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  • 02/11/2011

    Updated by Athanasios Protopapas on 02/11/2011 10:58:34

    Comment: Added more information on performance reporting and the quarterly performance report on lettings.

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    Chapter titled "What are the performance measures?" content changed.
    Chapter titled "Where is performance reported?" content changed.

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  • 24/10/2011

    Updated by Admin on 24/10/2011 20:38:35

    Comment: Minor editorial changes to improve links to other articles and enforce house style.

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    Chapter titled "Monitoring the organisation's performance" content changed.
    Chapter titled "What are the performance measures?" content changed.
    Chapter titled "Where is performance reported?" content changed.
    Chapter titled "Benchmarking" content changed.
    New Chapter added; title:"Overview" image:"" order:"0".

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