• Business Processes  (e.g. Repairs Performance)
• Financial Management  (e.g. Rent Collection Performance)
• Customer Service  (e.g. Satisfaction Levels)
• Organisational Development  (e.g. Staff Turnover)             

In order to allow performance progress over time to be noted, and comparisons to be made within each KPI group, the report tables show performance figures for:

• BCH in the previous year (2006-07)
• The best performance level for other ALMOs in 2006-07
• The BCH performance target for the current year (2007-08)
• BCH performance to the end of Quarter 1 (April to June 2007)
• BCH performance to the end of Quarter 2 (April to September 2007)

The tables also highlight the performance trend over the two quarters of the current year (2007-08) and show whether it is good or bad.   Each set of KPI figures is then followed by comments, as noted in the right hand column of each table.  

Tenant Satisfaction Survey

As part of its ongoing commitment to seeking the views of its tenants, Blackpool Coastal Housing commissioned BMG Research to undertake a survey of its tenants from a range of tenure groups. The survey aimed to gather information about tenants’ homes, the neighbourhood in which tenants live and their attitudes towards the services the landlord provides, information upon which to help plan future service delivery. The key objectives of the research were:

• To assess levels of satisfaction with the housing services offered to tenants;
• To identify areas of the service which require improvement and examine the future needs and aspirations of tenants;
• To enable BBC to benchmark the results of the survey against those of other housing organisations; and
• To provide baseline data to inform the organisation’s approach to Best Value.

The data was collected in accordance with the Department for Communities and Local Government (DCLG) and National Housing Federation (NHF) guidance.

Leaseholder Satisfaction Survey

In order to ensure BCH is satisfying the specific requirements and aspirations of Leaseholders all Leaseholders were invited to take part in a Satisfaction Survey. The Survey was in 5 sections, About You; About your Neighbourhood and block of flats; Customer Service; Paying your Leasehold Service Charge Invoices; and the Gas Safety Scheme.

• The key objectives of the report were the same as that for the tenants Satisfaction Survey :
• To access levels of satisfaction with the services provided.
• To identify areas which require improvement
• To enable Blackpool Coastal Housing to benchmark against other public sector Leasehold services
• To provide a baseline from which to measure our performance and value for money