2. A Performance Indicator Framework that helps you monitor key areas of your service Rents management Repairs Empty Properties & Allocations Finance Satisfaction Anti Social Behaviour Business management (Health & Safety, Fire, Governance, Risk and Leaseholder, Appraisals, Complaints) Community empowerment

3. What is a performance Indicator Example - Average re-let time (calendar days) What it measures This indicator measures the number of days you took to re-let the property after the tenants moved out. If the property needs major works carried out like a new kitchen or bathroom, the time taken to do these major works should be excluded when calculating the re-let time. How would you assess how well you are doing? How quickly did you re-let last year What target did you set at beginning How did you perform compared to other good housing providers Things to consider Have you hit your target Think about why you have NOT hit your target What could you do to improve

4. Group Exercise - 1 On the 1 st of March a tenant told the TMO that they were going to leave on 14 th of March 2012. It has been reported to the TMO Committee that the TMO re-let this property on the 30 th April 2012 taking 43 days to re-let the property. The target to let the property was 15 days. What questions would you ask and what do you think might have gone wrong?

5. In this indicator some problems could be: Tenant told the TMO they were leaving, but they didn’t return the keys The TMO didn’t use the notice period to start the allocations process The wrong person was offered the property The TMO doesn’t keep a waiting list Failure to promote the TMO No inspection of the property prior to the tenant leaving It took too long to carry out repairs The time it took to do Major Works was not excluded from the calculation

6. WATMOS Performance Indicator reports to Committee/Board Indicator Title Final 10/11 Q1Q2Q3Q4Mar 12To DateTargetTop Quartile GNPI 11 Average re-let time17 days 22 days 20 days 17 days 14 days 15 days 24.6 days You have reached or exceeded your target You are close to your target You are outside your target and need to improve

7. Who do they help? Chairs – Manage their staff and see how well their TMO is performing Committee members -See how well the TMO is doing and enables them to make informed decisions on how things can be improved as well as recognising good performance Tenants - See how well their TMO is doing compared to other landlords Estate Managers/Directors Manage their staff, recognise good performance and react to service failures Employees – Can see how well they are doing Landlord - You are able to demonstrate to your landlord that you are delivering excellent services

8. How they help your TMO The indicators enable the TMO to: Demonstrate service delivery/compliance with the management agreement Complete annual returns to the Landlord Useful tool in co-regulation – tenants can scrutinise services Monitor satisfaction of tenants with services provided. Monitor delivery of Service level agreements Benchmark with other TMOs Demonstrate delivery of services/offers to tenants.

9. The Performance Indicator Framework Targets agreed annually with TMOs Methodologies for indicators PI Frequency – Monthly, quarterly, six monthly and annual indicators Some system generated Some manually submitted by TMOs and Central services Monthly performance indicator reporting and pack to TMO Committee/’Board End of Year performance pack Needs a simple way for everyone to be able to identify good/poor performance

10. Q & A