scottish housing best value network fourth floor, 125 princes street, edinburgh eh2 4ad scottish...
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Scottish Housing Best Value NetworkFourth Floor, 125 Princes Street, Edinburgh EH2 4AD
Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
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Delivering Improvement through Scrutiny - Workshop
November 2014
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Scottish Housing Best Value NetworkFourth 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
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Scottish Housing Best Value NetworkFourth 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 ledreporting inspection • Self assessment Benchmarking models Customer • Accreditation satisfaction andmodels other surveys• Service reviews Research• Focus groups
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Scottish Housing Best Value NetworkFourth 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?
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Scottish Housing Best Value NetworkFourth 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
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Scottish Housing Best Value NetworkFourth 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
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Scottish Housing Best Value NetworkFourth 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
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Scottish Housing Best Value NetworkFourth Floor, 125 Princes Street, Edinburgh EH2 4AD
Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
What You Should Measure:
• InputsThe resources that contribute to production and delivery. Inputs
commonly include things such as staff, contractors, office costs.
• OutputsThe final products, or services delivered to the customer. For
example, the number of effective repairs delivered that meet the target.
• OutcomesThe impacts, or consequences for customers , the community or the
asset. For example, increased satisfaction of tenants, more tenants in employment.
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Scottish Housing Best Value NetworkFourth Floor, 125 Princes Street, Edinburgh EH2 4AD
Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Reporting a Balanced ViewReporting a Balanced View
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Scottish Housing Best Value NetworkFourth 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/OUTPUT PERFORMANCE
DATACUSTOMER
DATACOSTDATA
Void Repair
Allocations
Response Repairs
Planned Maintenance
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Scottish Housing Best Value NetworkFourth 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
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Scottish Housing Best Value NetworkFourth 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 planning2. Map the Reporting Structure3. Agree where new or different reports are
required4. 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
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Scottish Housing Best Value NetworkFourth Floor, 125 Princes Street, Edinburgh EH2 4AD
Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Contact
Tim PogsonSHBVN
0131 240 [email protected]
www.shbvn.org.uk