To allow us to show how successfully we are providing services to you, we need to measure what it is we are doing. We measure things like the amount of rent collected, the time taken to carry out repairs and how satisfied you are with the services we provide.
You can find this information in the publications below:
Monthly Flyer
The Monthly Flyer shows you our performance, in the areas that we measure, on a monthly basis. The Flyer also shows you how well we are doing compared to our targets and if our performance is getting better or worse. Copies will be on display in all our reception areas, or you can download the Monthly Flyer to view our performance.
Quarterly Management Information Report
This is a much more detailed report which looks at the whole range of services we provide and charts our progress throughout the year. As a tenant, you can discuss this report at the area forums and other meetings. click here to view this report.
Hounslow Homes Targets 2007/2008
These documents show our end of year performance for 2006/2007 and performance targets set for 2007/2008 Please click on the links below to access these documents.
Service Plan
This is the key operational action plan, which is central to the organisation's activity. It translates strategy into what we are actually going to do in addition to our established "routine" work. The Plan is monitored quarterly with Reports going to the Managing Director and the Board. Click here to view this report.
Plan for Excellence
This is our strategic plan for the period 2004-2010. Click here to view this document.
Mystery Shopping Report October 2008
Mystery shopping is a valuable and powerful tool in developing and improving levels of customer service and is a key component of Hounslow Homes’ Performance Management Framework.
You can get more information and read the report by downloading a copy of the Mystery Shopping Report.
If you are interested in becoming a Mystery Shopper for Hounslow Homes or want to find out more about getting involved, visit the Getting Involved pages on this site.