1. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Click to edit Master subtitle style Delivering Improvement through Scrutiny - Workshop November 2014

2. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Why Scrutiny? SHR requirement Structure set out in Charter Outcomes GOOD BUSINESS MANAGEMENT Improved performance frameworks through the embedding of scrutiny (not the other way around) Improved performance in the delivery of housing services

3. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 What is a Performance Management Framework? What is Scrutiny? Performance  Tenant led reportinginspection Self assessment  Benchmarking models  Customer Accreditationsatisfaction and modelsother surveys Service reviews  Research Focus groups

4. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Improving Services Any meeting or working group should have clear role in identifying improvements These should be clearly documented, planned, budgeted for and implemented Where do new ideas/service improvement suggestions come from?

5. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 What is a Performance Management Framework? Scrutiny Results Should be clear what and how they inform Should have an improvement plan Should be current, regularly updated and reported

6. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Need to Also Consider….. What approaches will you use? Resource implications How and when the results will be used Who will be the lead officer Should it be repeated or a one off

7. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Part of a Picture Performance results HAVE to be seen within context –The local area or operating context –The organisations aims & objectives –Demographics –Local targets –External factors i.e. legislation

8. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 What You Should Measure: Inputs The resources that contribute to production and delivery. Inputs commonly include things such as staff, contractors, office costs. Outputs The final products, or services delivered to the customer. For example, the number of effective repairs delivered that meet the target. Outcomes The impacts, or consequences for customers, the community or the asset. For example, increased satisfaction of tenants, more tenants in employment.

9. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Reporting a Balanced View

10. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 What Balance Would You Have? ACTIVITY/OUTPUTPERFORMANCE DATA CUSTOMER DATA COST DATA Void Repair Allocations Response Repairs Planned Maintenance

11. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Some Examples RESPONSE REPAIRS Monthly performance and cost reporting On-going customer satisfaction measurement Large Scale Survey 3 yearly Service Review 3-5 years Policy Review 3-5 years Mystery Shopping ANTI-SOCIAL BEHAVIOUR Monthly performance reporting On-going customer satisfaction measurement Focus group to tease out issues annually Large Scale Survey 3 yearly Service Review 3-5 years Policy Review 3-5 years Tenant Led Inspection

12. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Check List for Understanding Performance 1.Link clearly to strategic planning 2.Map the Reporting Structure 3.Agree where new or different reports are required 4.Adopt a high standard reporting style with customers 5.Develop co-ordination and expertise 6.Have a platform to discuss results, identify issues and influence service delivery

13. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381 Contact Tim Pogson SHBVN 0131 240 5226 tim.pogson@shbvn.org www.shbvn.org.uk