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 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 Homes and Communities Agency (HCA).  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 Social Housing Providers (SHP's),  we endeavour to attain key performance indicators in all areas of our operations, as set out by the HCA.   Annually, most of these indicators are collated into the Regulatory and Statistical Return presented to our regulators.

 

 

In recent times, key lines of enquiry as defined by the Audit Commission, charged with carrying out performance audit of housing associations by the previous Housing Corporation, have become additional tools for assessing both the process and outcomes of our service delivery mechanisms.

Performance Review

Performance review takes place regularly, especially, through quarterly performance review reports to our Board of Management.