PERFORMANCE INDICATORS				SERVICE STANDARDS
2010 Rotherham is committed to achieving excellent performance across the whole range of its services. We aim to provide services that are valued by our tenants, leaseholders, residents, and the Council, and which contribute to building sustainable communities. We use Performance Indicators to monitor the performance we provide. We then compare our performance against other housing management providers and we aim to compare favourably with the best housing providers in the country. Customers' Top Ten Performance Indicators In 2009, our customers chose ten Key Performance Indicators that matter the most to them. These include targets in areas such as repairs, rents and complaints. Customers told us that they prefered a clear report of these results, with striking visual images. You will therefore find our reports clearly show how we compare to other providers and how we performed in previous years. 2009 to 2010 monthly reports Core Indicators (reported to Rotherham Borough Council) These are the core indicators that we are asked to provide to Rotherham Borough Council on an annual basis. Some, but not all, of these are the same as the ten key indicators which customers say they would like to see. 2009 to 2010 - not yet available  2008 to 2009 2007 to 2008 2006 to 2007				Service Standards are our promise that we will provide a minimum level of service for all our customers. These standards have been developed by working closely with customers to understand what is important to them. They set  out: What kind of service you can expect Our commitment to you Putting things right and how to get more help and information SERVICE STANDARDS BOOKLET >>> 2010 ROTHERHAM'S TOP TEN SERVICE STANDARDS >>> Customer Charter We are committed to providing quality services that everyone finds easy to use and are delivered openly, fairly and politely by well informed staff, who take pride in what they do and respect individual needs. Our Customer Charter sets out what we will do to achieve this and our commitments to you, the customer. CUSTOMER CHARTER >>> Complaints 2010 Rotherham monitors how many complaints it receives and looks to learn from these, again to improve our service and performance. If you would like to give us any kind of feedback, including complaints, please visit the Customer Feedback page.
Performance Management Performance Management is essential to the success of a well run organisation and is a vital element of the Arms Length Management Organisation (ALMO) and Comprehensive Performance Assessment (CPA) processes. We have developed a framework to help you understand performance management and the various components that contribute to effective performance. PERFORMANCE MANAGEMENT FRAMEWORK >>>		Latest Performance News 2010 Rotherham is awarded the prestigious Customer Service Excellence standard, developed to offer public sector organisations a practical tool for driving customer-focused change within their organisation. Read more >>> 2010 Rotherham is 'highly commended' in the 'Invest in Skills' category at the Rotherham Business Awards, recognising significant business improvement and success through development of its workforce. Read more >>> 2010 Rotherham celebrates a decrease in the number of properties waiting to be re-let, resulting in faster re-let times and decreased rent loss. Read more >>>
Status Survey The Status Survey is a survey of tenant needs carried out every two years and undertaken by Rotherham Metropolitan Borough Council (the landlord) and 2010 Rotherham (the management agency). In 2008, 853 tenants responded to the postal survey. The survey found that 76% of tenants were satisfied with the overall service provided by Rotherham Borough Council and 2010 Rotherham. This was above the national average (69%) for council tenants. Please note: The next Status Survey will be conducted in the Autumn of 2009 and published in Spring/Summer 2010. Read the 2008 Status Survey		Satisfaction Diversity Model  We regularly measure satisfaction through our Satisfaction Diversity Model; collating data from across our tenant and leaseholder base and within each service area. The report identifies gaps and recommends improvements to services (equalising outcomes in terms of gender, age, ethnicity and disability). Satisfaction Diversity Model >>>
Our Aim We aim to be in the top 25% (upper quartile) performance in the country. If it is not always possible to be in the top 25% then we are looking to show a continuous improvement year on year and demonstrate value for money for our customers.		Look out for our posters! We also display performance results on posters throughout our Neighbourhood Offices. These show how we are performing in key areas and the improvements we have made following customer requests.

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