Performance indicators are a vital part of measuring performance, they allow us to monitor our services and ensure a consistent level of service is maintained. These performance indicators are based on the topics most important to our customers.
Housing associations are expected by the regulator (from April 2012, the Homes and Communities Agency) to work with their tenants on ‘Local Offers’ of services and support. Our Local Offers are our agreement with our customers about how we will tailor the services we deliver in the communities in which we work.
Our Local Offers cover the themes of ‘Your Home’, Your Neighbourhood’, Your Tenancy’ and ‘Tenant Involvement & Empowerment’. They were developed in partnership with residents so are based on evidence of what is important to our customers.