We are committed to providing outstanding services to all our
customers. We want our services to continuously improve so that
they remain customer-focused and provide value for money. Our
business planning and monitoring framework has been developed in
line with best practice.
Read more about service excellence and Pathmeads' professional
accreditations (pdf,
74Kb).
Service commitment
The
service
commitment (pdf, 319Kb) sets out the standards
that our staff adhere to when communicating with Pathmeads
customers. The standards were developed following a period of
consultation and help us to ensure that we deliver the level of
service our customers expect and deserve.
Key Performance
Indicators
We monitor our performance against challenging key performance
indicators (KPIs). These meet Audit Commission
Key Lines of Enquiry
(KLOE) and include measures such as void turnaround
times, post inspection of completed works and contractor
performance.
Temporary Housing Performance Results - October to
December 2009 (pdf, 87Kb)
Temporary Housing Performance Results -
January to March 2010 (pdf,
64Kb)
Mystery shopping initiative
We employ staff to check the quality of service provided to our
customers via phone, email, letter or at reception. Results are fed
back to the
Senior
Management Team who publicise the outcomes and discuss
lessons to be learnt with their individual teams.
Mystery Shopping Results -
Round 3, June 2009 (pdf, 54Kb)
Equality Impact Assessments
These are carried out on our core housing policies and
procedures. Equality
Impact Assessments ensure that our policies, procedures,
services and functions do not have an adverse impact on our
workforce, customers or the communities that we work in.
Quarterly complaints review
This review exercise helps us to learn from mistakes, correct
problems more responsively and identify individual training needs.
We publish the findings of each review exercise in our Quarterly
Service Report and encourage discussion at team meetings.
Complaints review results
- January to March 2009 (pdf, 58Kb)
Benchmarking and best practice
Our
Quality and Performance Manager chairs the
National Housing
Federation Leased Accommodation Practitioners Group, and
sits on the
G15 Homelessness Steering
Group. We aim to promote higher standards of
accommodation, share best practice and compare performance. We
currently achieve top quartile in a number of key indicators.
Business planning and challenge
framework
We produce Quarterly Service Review and budget reports which are
reviewed by senior staff, including the
Chief Executive of
Genesis. Our Executive Team review performance on a
monthly basis, as do all key department and service managers.
Board member portfolios
Pathmeads Board
members are each 'portfolio
holders' having specific areas of responsibility such as
customer service and resident involvement. They meet with
senior management every quarter to scrutinise and challenge
our Quarterly Service Review and budget reports.