Housing Performance
We use a number of tools to measure performance of the Housing Service at North Ayrshire Council
Performance Indicators
We use a number of national and local indicators which are set with targets and monitored on a monthly basis. 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 Council's across the country. We report our statutory and key performance indicators to Audit Scotland and the Council's Scrutiny Committee. We also publish a summary of Housing Services statutory and key indicators in our annual performance report Performance Matters (PDF 1,815Kb). This is issued to all North Ayrshire tenants.
North Ayrshire Council's overall performance can be viewed here.
Compliments and Complaints
We welcome and learn from complaints and compliments about our Service. We have a Corporate complaints system 'listening and learning' and we also capture lots of suggestions from tenants which may be communicated at tenants and residents association meetings, tenant conferences, or from feedback from our customer satisfaction questionnaire, through letters or by telephone.
External Reviews
The Scottish Housing Regulator inspected the Housing Service in August 2008 (PDF, 764Kb)
Consultation with Tenants
Tenant Participation gives tenants the opportunity to be involved in all aspects of decision making relating to the Housing Service. This could range from influencing decisions on your home and immediate neighbourhood through to shaping council wide policies. Twice yearly we invite tenants to take part in a customer satisfaction questionnaire. Feedback 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 a lot of information about areas where we are meeting or even exceeding customer expectations. A summary of results from our Tenants Satisfaction Survey (PDF 317Kb) is issued to all North Ayrshire tenants.
Benchmarking with other landlords
North Ayrshire Housing Service use several external benchmarking clubs to benchmark its service against. In addition through internal working groups we regularly benchmark our key areas of activity such as rents, re-let times etc. The sharing of this information helps us to identify areas where we could do better and learn from similar organisations who may have different approaches or solutions to issues.