Performance

A strategic objective for Poole Housing Partnership (PHP) is to provide excellent services to customers. We are one of the best performing housing organisations nationally and work hard to improve year on year.

We believe that to achieve and maintain this we need to constantly monitor our performance in key areas, over time and also compare our performance against other similar organisations.

Working with our customers and key partner the Borough of Poole we set performance targets and these are reported to and monitored by:

• PHP Board of Directors
• Housing Strategy Panel (HSP)
• Sheltered Housing Forum
• The Council
• PHP Management team
• Individual service teams
• All residents
• The Government/Audit Commission

The downloadable documents below give you more detail about our annual performance compared with previous years, as well as performance against our service standards and also the results and action plan from our latest customer satisfaction survey.

PHP Annual Performance 07/08 [7Mb] (opens in a new window)

PHP Annual Performance 07/08 [2Mb] (opens in a new window)

PHP Annual Performance 08/09 [1Mb] (opens in a new window)

PHP Annual Performance 08/09 [4Mb] (opens in a new window)

Annual Report 2008-2009 [1Mb] (opens in a new window)

Annual Report 2006-2007 [35Mb] (opens in a new window)

Annual Report 2005-2006 [46Mb] (opens in a new window)

Quality Awards

In order to provide quality services PHP has engaged a number of external assessments to confirm the level of services provided.

As well as comparing service delivery through the National Housemark benchmarking service and the Status survey we have targeted resources in testing and benchmarking through external assessment schemes such as:

• Chartermark
• Investors in People (IIP)
• Quality Assessment Framework
• European Foundation Quality Model (EFQM)
• Customer Service Excellence Standard

Chartermark

Is awarded for excellent customer services. PHP have been Chartermark holders since 1996 (previously as housing Management Services) and have maintained accreditation following reassessment in 2006, 2007 and 2008. PHP will retain the award until 2010, when it is replaced by the new Customer Services Excellence Standard.

Investors in People (IIP)

PHP was first recognised as an Investor in People in 2004, and in December 2007 we were successful in being reassessed under the revised criteria.

Quality Assessment Framework (QAF)

PHP deliver high quality housing-related support services to its older and vulnerable tenants through our sheltered and tenancy support teams. Both teams are striving to achieve levels B to A in 2009/10.

European Foundation Quality Model (EFQM)

As a way of improving the whole organisation PHP has committed to using this framework as it includes all the key elements that focus on customer service improvement.

In 2008/9 we undertook a self-assessment against the framework. This led to the development of an action plan to improve key areas, including:

• Policy and strategies
• Processes

Since then improvements have been implemented, including the review of key policies such as succession with the theme being to link these to how they impact directly on residents using Customer Journey Mapping (CJM).

Attached is a link to a framework detailing aspects of improvement plans and completed projects for 2009 and 2010.

Customer Service Excellence Standard

The Government wants public services that are efficient, excellent, effective, equitable and empowering - with the customer always at the heart of service provision. With this in mind, Customer Service Excellence was developed to offer public services a practical tool for driving customer-focused change within their organisation. The standard is based on the following criteria:

• Customer insight
• The culture of the organisation
• Information and access
• Delivery
• Timeliness and quality of service

The link below details feedback on PHP services following the recent successful application for the standard. There is also a link if you want more information on the Customer Service Excellence Standard itself.

For further details and information relating to performance & quality initiatives please contact the Best Value & Performance Team, see the contact details to the right of this page.