Housing Association Case Study

Major London Housing Association

Increased levels of scrutiny of performance, efficiency and service delivery needed

Genuine performance management based culture implemented based on measurable objectives, targets and actual performance levels

A major London based Housing Association

The first Housing Association PFI (30 year life) to be established in London
Need to strengthen Strategic Planning to ensure alignment amongst SPV partners looking beyond re-development to more wide ranging urban regeneration, linking schools, medical care with housing development
Need to ensure alignment of Performance Objectives and Measurement Criteria amongst Partners
Increased levels of scrutiny of performance, efficiency and service delivery by the Audit Commission

Facilitated a series of Strategic workshops with the SPV Partners to define overall vision and corporate goals
Used the EFQM Excellence Model framework to define key objectives and measurement criteria amongst the Partners, commencing at executive level, then cascading throughout the partnership organisations at division and operational levels
Carried out Performance Mapping exercise to link executive, divisional and operational objectives to: key business processes; managerial partnerships with defined expectations; and the identification of resource requirements for delivery
Used Balanced Scorecard workshops with the Repairs Maintenance and Customer Service Teams to identify current performance levels and highlight problems in service delivery
Carried out Continuous Improvement workshops with Operational Teams and developed detailed Action Plans to ensure delivery of operational targets

Strengthened alignment and management skills at Executive Team levels within Partnership organisations
Strengthened working relationships and mutual understanding across Partners at Executive and operational levels
Implemented a genuine Performance Management based culture based on measurable objectives, targets and actual performance levels