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Performance Monitoring

Cestria Community Housing Association is working towards improving its performance in delivering value for money services, achieving service standards and improving homes for its tenants. We will involve tenants in target setting, monitoring our performance, improving the way that we do things and developing new services for our customers.

Cestria have in place a suite of performance indicators and service standards that are used to monitor performance indicators across all service areas, as well as some corporate indicators which help us ensure we are able to measure how well we are doing in key areas of our services against agreed targets.

The report shows performance for the period April - December 2011 for both the agreed set of Key Performance Indicators (KPIs) and the service standards that were developed with our tenants. Current performance is monitored through a monthly performance clinic and those indicators that are showing as underperforming a performance improvement plan is put in place to help improve performance.

A review of both the KPI's and service standards is scheduled to take place so a revised suite can be introduced from April 2012. This will be done in consultation with our tenants.

Our current performance can be found by clicking on the link below.

If you would like further information regarding any area of our performance, please contact Rosie Banks, Business Improvement Manager on 0191 385 1451 or e mail rosiebanks@cestria.org

Performance Report & Service Standards Report - April 2011 to December 2011