Keeping up to date with how we’re performing in the areas that matter most to you.
Earlier in the summer we told you how we are reporting against the new tenant satisfaction measures and complaints reporting standards.
Since then, we’ve also been working closely with a group of residents to better understand how we should report on our own performance measures and how best to present them in a meaningful way for residents.
A small ‘task and finish’ project group of residents worked with staff to identify the most important performance areas to regularly publish.
Over two workshops, residents gave lots of useful feedback to ensure that the performance information, language and explanations were clear and accessible and that there was a mechanism for residents to ask questions about the data we will publish. They also suggested we look into presenting data split by borough for residents too.
Under these themes residents provided 41 recommendations, 36 of which have already been implemented. There were four longer term actions which we are currently working on, and one that was not possible to action. Residents taking part in this project have been given a full breakdown of our responses to each recommendation.
Using this feedback, we’ve now created a new page on our website, which we will update on a quarterly basis.
The page pulls out how we are performing on eight key performance areas identified by the resident project group:
- Satisfaction
- Repairs
- Planned investment
- Compliance
- Complaints
- Service charges
- Anti-social behaviour
- Rent arrears and income collection
We will be updating the figures every quarter, so you always have the most up-to-date numbers.
We’ve tried to present the information in a clear, concise way but if you have questions about the data, you can contact our team via a form on the page and they will be happy to help. We’ll also summarise responses to any questions in our Connections newsletter.
Our performance will be a topic of discussion at our regional resident meetings. The Resident Forum will also use insight from these queries as part of their scrutiny meetings.
We are really grateful to the residents who took part in this project group to help us be more transparent, this being one of the four strands of the new consumer standards.
