Performance Indicators

How do we measure performance?

To achieve the highest levels of service we need to constantly monitor our performance so we know where we are performing well and where we can improve.  We therefore monitor performance on a monthly basis to ensure that the services we deliver to our customers are continually improving.

One way we do this is through performance measures known as Performance Indicators;

• Performance Indicators cover the range of services we deliver
• They allow us to see the overall picture of how we are performing
• We use this information to report to Sadeh Lok Housing and Group Boards and our customers on our performance and to give feedback to staff
• We also use our Performance Indicator information to compare our performance with other housing providers so we can see where we are performing well and where we need to improve we can learn from others who are performing better

Customers’ Choice – Performance Indicators

At Sadeh Lok we have consulted with our Resident’s Panel and the Easy Reader group to agree the range of performance measures we should report to customers and also how we should present it.

This is to ensure that the information we provide about performance tells customers about things they are interested in and it is presented in a way that is easy to understand.  The measures we have agreed to report on cover both performance and satisfaction with our services.

To view the latest performance information click here

To view the latest satisfaction data click here

Service Standard Performance

At Sadeh Lok we have developed, in conjunction with our customers a range of service standards covering all service areas.  These tell our customers the level of service they can expect to receive when dealing with Sadeh Lok.

For more information on the range of service standards click here

To ensure we are meeting the service standards we monitor our performance against them in a number of ways. These include:

• looking at feedback including complaints, comments and compliments
• satisfaction surveys
• carrying out office audits
• Scheme Monitors and walkabouts to check scheme conditions
• Mystery Shopping
• Resident Scrutiny Inspections

To find out how we are performing against the service standards click here