Measuring performance in sheltered housing

With an increasing national focus on service user involvement, it is more important than ever providers of sheltered housing develop Performance Indicators to measure the expectations of their customers and demonstrate the quality of their service to external regulatory bodies. Housing Associations and Local Authorities are being tasked with creating models for local services in agreement with their service users.

Organiser: The Centre for Housing and Support, First Floor Elgar House, Shrub Hill Road, Worcester WR4 9EE
Location: London, Worcester, Manchester, Plymouth and Sheffield

The primary aim of this workshop is to offer guidance to help sheltered housing providers develop service specific, customer focused local performance measures. This is about understanding what matters most to tenants and measuring the ‘customer experience. This workshop will explore the practicalities of developing resident-led scrutiny of performance measures. Participants will be encouraged to develop ideas for an approach that could be applied in their own organisation.

The workshop facilitator will ensure discussion on what delegates might adopt as performance measures and the purpose of those measures. The aim of this is to ensure that delegates focus on performance measures that will show how the organisation makes a difference to the service and residents’ lives, linking performance measures to quality and continuous improvement. The workshop will also examine how effective measures are structured around the performance categories of: Quality; Flexibility; Dependability; Speed and Cost. The facilitator will introduce a matrix for delegates to analyse performance measures and their suitability and purpose. The workshop is highly interactive, in order to help delegates generate ideas and formulate plans to take back to their workplace.

Dates and Locations:
20th January 2010 London
4th February 2010 Worcester
25th February 2010 Manchester
9th March 2010 Plymouth
11th March 2010 Sheffield
27th April 2010 London

Delivered by Housemark, the workshop will provide the opportunity for participants to:

• Explore the practicalities of developing resident-led performance measures
• Consider ways for residents to be involved in the scrutiny of them
• Develop ideas for an approach that could be applied within sheltered housing schemes
• Take into account the particular needs of sheltered housing residents and what they tell us is important to them

Who should attend:

• Managers of sheltered housing
• Frontline support staff in sheltered housing
• Scheme managers
• Residential support staff
• Floating support workers
• Anyone with an interest in performance measuring sheltered housing

Cost:
£199.00 + VAT. This includes a delegate pack, refreshments and a buffet lunch.
Special offer for October only: 25% off two or more bookings made at the same time. Offer applies across all CHS Seminars and Workshops.

Further information:
 CHS Measuring Performance flyer and booking form