Performance

We want to provide the best possible service to our customers to ensure we are meeting their needs - that is why monitoring our performance is so important.

We monitor the quality of our services in a number of ways, for example, we monitor how well we are meeting our service standards, how satisfied our tenants are with our services, and we use feedback to identify ways in which we can improve our services.

We work towards these targets by using a number of tools and techniques which are used to drive performance across the company. These include:

• Involving our customers so that we understand what matters most to them and how we can do things better

• Understanding the cost of various activities and striving to provide good value for money in all areas of the organisation

• Understanding what drives performance and looking at creative ways to improve this

• Understanding the diverse needs and aspirations of our customers

• Looking at how well we compare to other similar organisations

• Aiming to continually improve our services.

Each service across Helena is required to measure its performance, and has a target by which it must improve. These targets are reviewed regularly by the Customer Excellence Panel, Senior Management Team and the Helena Board.