Common use of Monitoring Performance Clause in Contracts

Monitoring Performance. Report Title How often Who it’s shared with Where it’s published Performance Report This report covers the whole company and includes performance against all our targets. Four times a year. • Managers • Customer Services Committee • Board (summary) • BMBC • Barnsley Federation of Tenants and Residents • TARAs and Steering Groups receive information relevant to estate based services • SPRG • BMBC Liaison Group • Website has a summary. • Annual Report contains top performance measures for each service. Customer Involvement Impact Assessment This report summarises all the involvement activities that have taken place over the year, the cost and the outcomes. Once a year • Managers • Customer Services Committee • BMBC • Barnsley Federation of Tenants and Residents • Website has full report • Summary in Annual Report Service Excellence Assessment Programme This report summarises all the surveys, mystery shopping, spot checks and service excellence panels that have taken place over the year. Twice a year • Managers • Customer Services Committee • BMBC • Barnsley Federation of Tenants and Residents • Website has a summary of all survey results and actions taken • Annual Report contains top performance measures for each service. Consumer Standards and Local Offer Tracking This report summarises our performance against all Consumer Standards and Local Offers. Twice a year for the local offers Once a year for the Consumer Standards • Managers • Board • BMBC • Barnsley Federation of Tenants and Residents • Website has full report • Summary in Open House and Annual Report. Service Improvement Plan – Customer Involvement Opportunities This report contains involvement priorities for the year. Twice a year • Managers • Barnsley Federation of Tenants and Residents • Website has a full report • Summary in Annual Report. We can deliver against and monitor all of the promises we’ve made in this agreement but how do we know it’s made a difference for all of our customers and that those involved have been happy with their involvement. We measure impact of resident involvement in the following ways. Each year we employ an independent company to undertake the STAR survey on our behalf. The survey is sent to a random 2500 Berneslai Homes tenants. The survey will always contain two questions aimed at assessing satisfaction with our involvement service. Based on the 2017 survey we expect the following level of satisfaction: • We expect that at least 70% of customers are satisfied that they have the opportunity to make their views known. • We expect that at least 74% of customers are satisfied that we listen to and act upon their views.