Cosmopolitan Housing Association : About us : Facts and figures

About us : Facts and figures

Performance & Continuous Improvement

We aim to achieve high levels of performance and will continue to provide excellent services for all our customers.

Performance management has been embedded into our day-to-day work and improvement planning activities. Working closely with Local Authorities and other partners, we are constantly learning from experience as part of a process of continuous improvement.

These include the following:

Vision, values and corporate objectives
A robust financial framework and business plan
Best Value programme
Self-assessment against regulatory/compliance requirements
Self-assessment against Key Lines of Enquiry (KLOEs)
Key Performance Indicators (KPIs)
Service Improvement Plan Framework (SIPs)
Staff appraisal system
Internal audit programme
Benchmarking (including HouseMark activities)
Complaints processes
Regular resident satisfaction surveys, including STATUS surveys
Modernised strategies across the organisation
Up to date policies and procedures and review programmes
Resident led inspection/audits
Staff surveys and feedback/suggestion schemes
Quality systems (e.g ISO 9001:2000)

With increased emphasis being placed upon Value for Money, organisations need to move beyond a pursuit of Challenge; Compare; Consult and Compete. Whilst Best Value remains relevant, CHA also needs to set targets which drive forward continuous improvement throughout the year and from year to year on a continuous basis.

The performance management framework needs to be understood across the organisation so that everyone can challenge the status quo and occasion increased efficiency and effectiveness.

To view CHA's performance indicators up to the end of Quarter 4 2009/10 please click here

© Cosmopolitan Housing Association - Exempt Charity under Charities Act 1960 and 1992
Registered with the Housing Corporation (LH1298) and the F.S.A. (19012R) a charitable Industrial and Provident Society
Part of the Cosmopolitan Housing Group - Website designed and co-managed by MELT creative studio .