How are we performing and how do we compare?

We use a number of tools to measure the performance of the housing service at Wealden:

Performance Indicators
Complaints and compliments
External reviews
Consultation with tenants and leaseholders
Benchmarking with other landlords

Performance Indicators

We use a number of national and local indicators which are monitored on a monthly basis, and are reported quarterly. They help us to measure how we are performing in key areas over a period of time and also help us to compare ourselves against other landlords across the country. We report our performance indicators to the Council's Community Scrutiny Committee and to Cabinet. We also publish a summary of the key indicators in our tenant/leasholder magazine called Threshold.

You can see some of the Housing Services performance indicators:

External Reviews

The housing service has undertaken a number of reviews in key areas in order to independently assess the service. In January 2008 we took part in a Strategic Housing Review undertaken by the IdeA and in Spring 2008 the service was independently assessed and successfully achieved accreditation for customer service from Chartermark.

Consultation with tenants and leaseholders

We gather lots of information from our tenants and leaseholders through estate surveys, community surveys and service standard consultations. All of this information enables us to find out where we are not performing as well as customers expect us to and helps us to fix those issues. It also gives us lots of information about areas where we are meeting or even exceeding customer expectations. You can see details of consultation with tenants and leaseholders in our "you said.......we did" section.

Benchmarking with other landlords

Wealden's housing service historically has used external benchmarking clubs to benchmark it's service against. In addition we have been undertaking some comparison work with the other registered social landlords (housing associations) who have properties in Wealden, (through our Wealden Housing Management Group) on key areas of activity such as rents, re-let times and repairs. The sharing of this information helps us all to identify areas where we could do better and learn from similar organisations who may have different approaches or solutions to issues.

You can access Wealden Dictrict Council's nearest neighbours performance on the Tenant Services Authority website.

On this page you need to click the local authority button and type Wealden in the text box and then click "find providers in your area".