How we monitor our performance
Christian Action Housing takes pride in delivering high quality services to its tenants and we are always looking at ways to improve our performance and efficiency. We set targets against which to monitor our performance and these are published for our tenants and stakeholders to see on a quarterly basis and we produce an annual report that is sent to all our tenants, please click here for more information.
Our local offer [pdf] 875KB was developed in partnership with our tenants and is a set of commitments and standards that we make to tenants about the services that we provide and how well we perform. The offer is updated annually and targets are reviewed by the 'Tenant Audit Panel'. There are separate Local Offers for our Retirement Housing residents and Young Persons’ services.
We also issue a 'survey of residents and tenants' (STAR) questionnaire as another way of measuring our performance and looking into ways of improving our services and efficiency, to see the results of our latest survey please click here.
We measure ourselves against Key Performance Indicators ( KPIs), which we update every quarter to see where we are doing well and where we need to improve our services. We set our targets by comparing our performance with the best performing housing associations of a similar size to us and the targets are agreed by the Board of Management. This quarter Covid-19 has had an impact on us reaching our targets, but we are working on improving and ensuring we reach our targets.
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