Performance Management in Wigan and Leigh Housing
This page contains information about how we manage performance and how we are performing. There is lots of jargon used in performance management so this glossary (.pdf, 12KB) will help explain some of the key terms used.
Our performance has improved year on year over the last few years and our latest tenant satisfaction survey shows that more than 87% of our tenants are satisfied with the overall service we provide. But we need to keep on improving to give our customers an even better service.
How do we manage performance?
Effective performance management is very important in helping us to deliver an excellent housing service. Performance management is being clear about setting priorities, establishing proper measures, agreeing specific actions, implementing them and then reviewing the outcome. This is detailed in our Performance Management Framework (.pdf, 875KB) by:
- What we want to do
- How we intend to do it
- How well we are doing
- How we compare with others
- What we should do next
Tenants and customers are an integral part of the framework. It includes how we are accountable to our customers and how we ensure the services we deliver are what they want. The newly created Shadow Tenants Committee will strengthen our tenants’ role in setting standards and monitoring performance.
The framework is an essential part of our Business Plan (.pdf, 678KB) and, as such, will help us achieve our vision ‘Better Homes, Brighter Futures’.
How are we performing?
The following performance figures are based on areas tenants wanted to know how we are doing. These areas will be reviewed and we will do this by working with tenants in setting new measures and targets.
Board Performance Reports
Working with Board Members we have also reviewed how we report quarterly performance to Board. Click on the links below to see the revised quarterly performance reports to Board. These reports show how we are doing against targets and previous performance and how we compare with similar organisations.
2009/10 Quarter 1
If you wish to comment on any part of our performance, please send us an e-mail.
2009/10 Quarter 2
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