Performance Management

Our mission is to be the best housing provider in the North East.

We are committed to improving our performance in all areas of our business.  We use performance management to help us improve the services we provide to our customers. It is essential that we manage and report on our performance to ensure that we are continuing to provide excellent services and we need to be able to demonstrate this to our customers, including the city council. We also need to show that we are continually trying to improve and that we are working towards achieving our strategic objectives.

We will achieve our mission by investing in:

• Support and care to communities
• Three star excellent services
• A quality workforce
• Refurbishing and building homes 

We have a performance management framework in place which ensures that our strategic objectives are threaded though all levels of the organisation. It is designed to translate vision into action and to demonstrate the extent to which this occurs. The framework is used to drive improvement in services and is regularly improved to reflect customer focus, tenant priorities and local circumstances.

Performance is measured in a number of ways including:

• Monitoring of our Delivery Plan
• Monitoring of Performance Indicators
• Monitoring of Service Standards
• Benchmarking against other organisations
• Monitoring and management of Service Level Agreements
• Monitoring of the Service Improvement Programme

What we do

Identify

We work with teams across YHN to help identify team targets through:

• Business and Financial Planning process
• Development of Service Standards
• Housemark framework for performance monitoring

Performance indicators and targets are a way of measuring our successes and identify areas to improve performance.

Collect

We request an update on targets throughout the year from officers that have been designated responsibility for performance in their team.
 
Report
 
Performance information is reported to various places including:

• YHN Senior Management meetings
• Performance Committee which includes our Board Members
• NCC scrutiny panel
• Our customers (through Homes & People magazine, on our website and posters)

Improve
 
We help to identify areas of poor performance and work with managers to improve these.
 
Find out how YHN is performing here.