Customer Services
Our performance 2010-11
Performance monitoring at Old Ford:
Old Ford, as part of the Circle Group, exists to enhance the Life Chances of people and the communities in which they live in. We strive to make a difference to our residents’ lives by creating thriving communities, providing safe, secure, comfortable and affordable places to live and by delivering enhanced life chances. Old Ford aim to develop quality, responsive and consistent services that meet our individual customer needs, always putting residents first.
Performance information is critical in helping us to improve our services and helps us make sure we provide value for money services and introduce best practice. This helps to make Old Ford a better organisation with better services for you. Performance reporting helps us to show how well we are meeting our commitments to you.
The publication of performance information is an important part of resident scrutiny. It allows our customers to hold us to account. By looking at performance measures and costs and by comparing like for like, you see how well we are doing compared to others.
How we report to you on our performance
Old Ford strives to be an open and transparent organisation. We have always reported performance to residents through neighbourhood board meetings, quarterly newsletters and our annual report. We have reviewed the way we present this information with residents' groups and have taken the decision to provide monthly reports in three formats for you to choose from:
- Key Performance Indicator summary sheet – this details our performance in relation to our Key Performance Indicators (KPI’s) in a summary form without benchmarking information.
- Summary On A Page (SOAP) report – this features the key measures in a one page summary with a short comment rather than graphs and figures. Hopefully you will find this particularly easy to review.
- Full set of Key Performance Indicators – this is our complete performance report which includes detailed information on how well we are doing compared with targets, previous months achievements, and where possible, shows how we compare with other similar local organisations. If you would like to see this full report you can request a copy by emailing Old.Ford@circle.org.uk
Our reports
Reports will be put onto this page where you can view or download them from the 20th of each month.
In our reports you will find a number of symbols to describe how we are performing. Please click 
here (375 KB) for a full explanation. Please use this as a guide when viewing our reports.
Please click on the documents below to view the latest reports
Summary on a Page (SOAP) reports:
SOAP Report December 2011 (124 KB) SOAP Report November 2011 (123 KB) SOAP Report October 2011 (123 KB) SOAP Report September 2011 (124 KB) SOAP Report August 2011 (187 KB) SOAP Report July 2011 (123 KB) SOAP Report June 2011 (123 KB) SOAP Report May 2011 (122 KB) SOAP Report March 2011 (122 KB)
Key Performance Indicator Summary Reports:
KPI Performance Report December 2011 (39 KB) KPI Performance Report November 2011 (39 KB) KPI Performance Report October 2011 (39 KB) KPI Performance Report September 2011 (29 KB) KPI Performance Report August 2011 (39 KB) KPI Performance Report July 2011 (39 KB) KPI Performance Report June 2011 (39 KB) KPI Performance Report May 2011 (38 KB) KPI Performance Report April 2011 (31 KB) KPI Performance Report March 2011 (68 KB)
Previous years' performance
Please click on the links below to view Old Ford Housing Associations previous years' performance;
2008/09 Performance
2007/08 Performance
Benchmarking
Old Ford, in common with many housing associations, strives to be among the best. In order to assess our performance we continually benchmark or compare our performance with others. From this we are able to identify areas where we can improve, and we learn from the best in how we deliver our services.
We benchmark our performance with two main groups using independently sources information; the first is the HouseMark performance information for London based housing associations. The other, represented here, is the performance of the Tower Hamlets Housing Forum (THHF) members. The THHF is made up of representatives from 16 similar organisations who work mainly or significantly in the London Borough of Tower Hamlets and who have been chosen by the Borough council as their housing partners. Please click here to go to the Tower Hamlets Housing Forum website.
The forum members have worked together to identify ten measures of performance we believe are most important to residents and we meet every two months to review and compare performance and to share best practice. In addition we monitor and consider resident satisfaction on a yearly basis. The information is available on the THHF web-site and is reproduced here (31 KB) for convenience.
Broadly, Old Ford compares favourably with other organisations in the borough ranking top for safety and among the highest performers for repairs management.
Local Offers
The Old Ford local offers were developed in partnership with Tower Hamlets Housing Forum members and with significant involvement from residents from across the borough, including Old Ford residents. These Local Offers cover three areas which are priorities for residents; repairs; value for money; and anti-social behaviour. The development of Old Ford's local offers in consultation with residents was also in response to the Tenant Services Authority’s regulatory framework introduced in April 2010. The delivery of the offers is an expectation placed upon Old Ford Housing Association by the London Borough of Tower Hamlets as a preferred partner and it is therefore critical that these local offers are delivered successfully.
Specifically we are expected to provide opportunities for tenants to agree local offers which shall offer commitments on:
- local standards for performance
- how performance will be monitored, reported to and scrutinised by tenants
- what happens if local offers are not met (including procedures of redress)
- arrangements for reviewing the local offers on a periodic basis
Old Ford continues to meet all of the local offers and exceeds some. Further work is being undertaken to strengthen performance and to develop new local offers as part of the strategy to enhance life chances of residents
Click here (374 KB) to view the agreed local offers and progress we are making to delivering them.
Please note: these local offers are a standard across the Old Ford and do not include the transfer promises for residents at both Parkside and Orchard where additional local offers were made to these residents.
How you can get involved
Old Ford offers a range of opportunities for our residents to get involved in scrutinising our performance:
- Residents Scrutiny Panel – we are looking for residents who are interested in getting involved and who have the time to commit to attending regular meetings to scrutinise Old Fords services, business direction and policies. This panel will help shape the services that Old Ford provides, scrutinise performance, and make its own investigations and reports to the Old Ford Board. This is a brand new panel and will be developed over the coming months by residents, with independent support.
- Repairs Panel – the repairs panel helps to shape the service and ensure we develop a high quality, value for money repairs service by sharing resident experience of the service.
- Board and Neighbourhood Board meetings - Performance is also discussed in the Old Ford Board meetings and residents marjority local Neighbourhood Board meetings.
If you are interested in getting involved in any of these areas please contact Shirley Neighbour, Resident Participation Services Manager on 020 7204 1526 or email shirley.neighbour@circle.org.uk
