Raising the Benchmark

This paper details the key issues with performance management, giving guidance to community housing managers and directors on best practice. It outlines difficulties with performance measurement techniques when applied to not-for-profit organisations, and shows some of the ways the data can be used by both housing providers and external stakeholders.

Examples are provided of community housing Key Performance Indicators (KPIs) used by regulators in England, in Victoria, and by one of the larger housing organisations for their own management purposes. This allows a reflection of different approaches, for example using ‘balanced scorecards’ and integrating the results of tenant satisfaction surveys. Finally, guidance is provided on approaches that give maximum performance management benefits to community housing providers.