Measuring success
Measurement is our commitment to transparency. We don't just want to engage; we want to engage effectively. By tracking our progress, we ensure that every tenant's voice has the power to drive meaningful change."
Why Measuring Success is Important
1. Accountability and Trust
When you see that your engagement leads to measurable change, trust grows.
2. Regulatory Compliance
Housing regulators increasingly require proof that tenants are being heard and that their influence is shaping services. A robust measurement framework provides the "paper trail" needed to demonstrate compliance with national standards.
3. Value for Money
Engagement costs time and money. By measuring outcomes, we can ensure we are using resources effectively - focusing on the channels that you actually use and the types of consultation that yield the best results.
4. Continuous Improvement
Data allows us to be honest about where we are failing. If a particular engagement channel has low turnout or poor feedback, measurement gives us the insight to fix it, rather than continuing with a "we've always done it this way" mindset.
To ensure we are "walking side by side," we will track the following measures:
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Outcomes and Impact KPI’s (the what has changed) |
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KPI Category |
KPI |
Measurement focus |
Source |
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Service Improvement |
% of service changes implemented directly resulting from tenant scrutiny, feedback or consultation |
Demonstrates that tenant input leads to concrete, measurable changes in operations or service delivery |
You said, we did tracker |
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Improvements in TSM for services directly influenced by engagement activities e.g. repairs satisfaction, ASB case handling |
Measures if changes implemented based on tenant feedback actually improved the tenant experience |
Annual tenant Perception survey (TSM) |
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Reduction in service specific complaints in areas where tenants have influenced policy and service delivery |
Measures the changes implemented based on tenant feedback actually improved the tenant experience |
Complaints analysis |
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Policy and Strategy |
% of new / revised policies that explicitly cite or incorporate tenant consultation recommendations |
Proves tenant views are formally considered and integrated into high level decision making |
You said, we did tracker |
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Trust and accountability |
Tenant perception score of being listened to and acting on feedback (TSM) |
Measures the tenants subjective feeling that their voice matters, which is critical for continued engagement |
Annual tenant Perception survey (TSM) |
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Participation and process (the how well) |
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Reach and diversity |
% of demographic groups represented in formal engagement e.g. age, ethnicity |
Ensures engagement is inclusive and not dominated by a single group or view point |
Tenant profiling information / profiling information of engaged tenants |
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Number of tenants participating in a given period (e.g. surveys, formal group, focus groups |
Measures the sheer volume ands scale of the engagement effort |
You said we did tracker |
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Quality of engagement |
Tenant reported score for clarity of communication |
Assess how well we are explaining the why and the what next of involvement |
Pulse survey |
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Time taken to report back on outcomes |
Assess how we are delivering against the communications charter |
QL / you said we did tracker |
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% attendance rate at formal tenant assurance / scrutiny panel meetings |
Indicates the commitment and value participants place on involvement structure |
Attendance list / full membership |
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Efficiency and support |
Training hours provided per tenant volunteers on relevant topics |
Measures the investment in building the capacity and confidence of tenants to influence effectively |
Training plan |
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Number of formal TAP assurance statements presented to the Executive and % of those that resulted in Executive resolution or policy change |
Measures the effectiveness of the Governance structure in challenging assurance activity |
Executive Report |