Quality and performance
It is important to us that we are providing a quality service to our residents. We use many different methods to monitor our performance to ensure we are meeting our standards and are providing a service that our residents are happy with. Each section below outlines further the standards we are aiming to achieve, the tools we use to measure ourselves and gives you an overview of how we are performing
Performance management framework
One Housing Group has developed a performance management framework to ensure we are continuously improving our performance. This framework provides the methodology to make certain we set relevant performance indicators and targets, and review our performance measures on a regular basis.
Service standards
One Housing Group is committed to providing a quality service to all our tenants. To achieve this we have developed a set of detailed service standards, these outline the kind of service that you can expect from us including how we can tailor them to meet your needs. These standards apply to residents across One Housing Group.
Resident mystery shopping
One Housing Group has an ongoing resident mystery shopping programme to test the quality of our front line services. If you would like to become involved in this programme or for more information please contact Solutionsbox@onehousinggroup.co.uk
Benchmarking
Benchmarking against other organisations is very important to ensure that we are providing at same standard of service as our peers if not better. It also provides us with the opportunity to work with other housing associations to share ideas and best practise to ultimately improve our service to residents. One Housing Group is currently a member of the following benchmarking groups; HouseMark, London and South East London Benchmarking Club and Housing Quality Network
QHS
Quality Housing Services (QHS) are an external body employed by One Housing Group to audit and assess the customer services we provide. QHS assess the quality of our services by conducting on-site audits, telephone assessments and mystery shopping exercises. The on-site audits take place every six months with the telephone surveys and assessments being done continuously throughout the year.
Our performance
We strive to achieve the highest standards across all areas of our work, ensuring we deliver consistently excellent services to our residents. We monitor and evaluate all services on an ongoing basis to ensure that we continue to meet and exceed our targets.
Our performance is regularly assessed by the tenant services authority* (TSA) (*previously the Housing Corporation), the Audit Commission, and QHS. We are a member of HouseMark and PIE (Performance Improvement Enablement) benchmarking clubs and carry out benchmarking activities on a regular basis against other RSL’s to ensure that our services are based on best practice.
Feedback and suggestions from residents also play a key role in shaping our services. We conduct regular surveys to find out more about residents’ needs and requirements so that we can adapt our services to best fit their needs. Each association within the group has a regional consumer panel, providing residents with the opportunity to give their views and suggestions. Residents are also encouraged to help us monitor the quality of our services on an ongoing basis by carrying out mystery shopping exercises.
We are currently working on a monthly report which will give details of the group’s performance in a number of areas, such as repairs and maintenance, call handling, complaints, ASB and rent arrears in a format that we hope will be easy to understand. This will be available during May. In the meantime we have produced a summary document for the April-August 09 period which you can view by clicking here.