Managing Performance Making sure we deliver excellent services

A Performance Indicator Framework that helps you monitor key areas of your service

Rents management

Repairs

Empty Properties & Allocations

Finance

Satisfaction

Anti Social Behaviour

Business management (Health & Safety, Fire, Governance, Risk and Leaseholder, Appraisals, Complaints)

Community empowerment

What is a performance IndicatorExample - Average re-let time (calendar days)

What it measures

This indicator measures the number of days you took to re-let the property after the tenants moved out. If the property needs major works carried out like a new kitchen or bathroom, the time taken to do these major works should be excluded when calculating the re-let time.

How would you assess how well you are doing?

How quickly did you re-let last year What target did you set at beginning How did you perform compared to other good housing providers

Things to consider

Have you hit your target Think about why you have NOT hit your target What could you do to improve

Group Exercise - 1On the 1st of March a tenant told the TMO that they were going to leave on 14th of March 2012. It has been reported to the TMO Committee that the TMO re-let this property on the 30th April 2012 taking 43 days to re-let the property. The target to let the property was 15 days.

What questions would you ask and what do you think might have gone wrong?

In this indicator some problems could be:Tenant told the TMO they were leaving, but they

didn’t return the keysThe TMO didn’t use the notice period to start the

allocations processThe wrong person was offered the propertyThe TMO doesn’t keep a waiting listFailure to promote the TMONo inspection of the property prior to the tenant

leavingIt took too long to carry out repairsThe time it took to do Major Works was not

excluded from the calculation

WATMOS Performance Indicator reports to Committee/Board

Indicator Title

Final 10/11

Q1 Q2 Q3 Q4 Mar 12 To Date Target Top Quartile

GNPI 11

Average re-let time 17

days22

days20

days17

days14

days14

days14

days15

days24.6 days

You have reached or exceeded your target

You are close to your target

You are outside your target and need to improve

Who do they help?Chairs – Manage their staff and see how well their TMO is performing

Committee members - See how well the TMO is doing and enables them to make informed decisions on how things can be improved as well as recognising good performance

Tenants - See how well their TMO is doing compared to other landlords

Estate Managers/Directors Manage their staff, recognise good performance and react to service failures

Employees – Can see how well they are doing

Landlord - You are able to demonstrate to your landlord that you are delivering excellent services

How they help your TMO The indicators enable the TMO to:

  Demonstrate service delivery/compliance with the management agreement

Complete annual returns to the Landlord

Useful tool in co-regulation – tenants can scrutinise services

Monitor satisfaction of tenants with services provided.

Monitor delivery of Service level agreements

Benchmark with other TMOs

Demonstrate delivery of services/offers to tenants.

The Performance Indicator Framework

Targets agreed annually with TMOs

Methodologies for indicators

PI Frequency – Monthly, quarterly, six monthly and annual indicators

Some system generated

Some manually submitted by TMOs and Central services

Monthly performance indicator reporting and pack to TMO Committee/’Board

End of Year performance pack

Needs a simple way for everyone to be able to identify good/poor performance

Q & A