BEST VALUE REVIEW FRAMEWORK

Commitment to Continuous Improvement

Continuous improvement is about delivering services at a high quality and cost-effectively in a way that promotes a highly competent and professional workforce, as well as a high customer satisfaction. We are commited to continuously improving our service delivery mechanisms both through responding to the preferences and needs of our customers as well as in satisfaction of our various stakeholders, especially, the Homes & Communities Agency, the Tenant Services Authority and the Audit Commission.

We work closely with a number of other housing associations, informally acting as benchmarks in aid of the continuous improvement of our services.

Regulation and Monitoring
We are regulated by the Housing Corporation. The Housing Corporation which, with the emergence of the Housing & Regeneration Act 2008, is now composed of the Homes & Communities Agency (HCA) and the Tenants Services Authority (TSA). The HCA provides funds known as Social Housing Grant (SHG) to registered providers to provide quality housing at affordable rents whilst ensuring that the best construction standards are attained, sustainable neighbourhoods are created and the customers are given the opportunity to participate in the provision of housing and the management of the stock. Increasingly, affordable renting is being supplemented by affordable owning through various discount initiatives, such as Social Homebuy.

Like many other Registered Social Landlords (RSLs) or providers, we endeavour to attain key performance indicators in all areas of our operations, as set out by the Housing Corporation. Annually, most of these indicators are collated into the Regulatory and Statistical Return presented to the Housing Corporation.