INTRODUCTION

Coastline Housing Ltd is committed to improving our performance in all areas of our business. We use performance management to help us improve the service we provide to our customers.  We have a performance management framework, which details what our objectives and targets are and how our plans and policies link together to achieve these.

It is very important that we and our stakeholders can see how we are progressing towards the targets we have set out in our business plan.  This helps us to understand how well we are providing services to our customers and how close we are to achieving our vision.

The best way of monitoring our progress is to use very specific measures that describe what we're aiming to achieve and help us to decide how we can tackle problems and change things if we need to.  We call these measures key performance indicators.  We have worked in partnership with our customers, our board members and staff to identify these.

Our performance indicators have been developed to reflect and measure how well we are achieving our four key strategic objectives which are: 

•      Provide excellent services to our customer;
•      Maintain our homes and neighbourhoods to high standards;
•      Develop new homes in partnership with local communities; and
•      Make our business financially stronger for the future.

INFORMATION ON HOW WE PERFORM

• Performance Management Framework
• Performance Improvement Plan
• Benchmarking
• Customer satisfaction surveys (we are currently reviewing how we report on this area)