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)

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
• Quality Assessment Framework
• Investors in People (IIP)
• European Foundation Quality Model (EFQM)

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. PHP now take part in an annual assessment to ensure we maintain and continue improving services for customers.

A new standard is to be launched in 2008 and PHP aims to be one of the first organisations to be successfully awarded the new certification.

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 during 2008/9.

European Foundation Quality Model (EFQM)

As a way of improving the whole organisation PHP has committed to using this framework and is to undertake a self assessment during 2007/2008.

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.