OUR TENANTS”

How does BCT monitor
performance?
Within BCT we constantly monitor our
performance and have a number of methods in
place to ensure all areas of the Association are
as efficient and effective as possible.
These methods include;
• Executive Team Meetings (fortnightly senior
managers meetings)
• Operational Support Meetings (monthly team
meetings)
• YHN monthly contract performance meeting
• NCC monthly contract performance meeting
• YHN and NCC performance information
reported to Board
• Reports from our Auditors
• Supporting this we also ask tenants how they
think we are performing for example through
the Survey of Tenants and Residents (STAR
Survey). We report these finding through to
the Board.
We also compare ourselves against other
organisations as part of understanding how we
are performing.
Improvement to the District Heating.
Key Performance Measures
We monitor our performance to measure how
well we are doing in key areas of our services
and use this information to improve our
performance and the services we deliver to you.
You may remember from last year’s Annual
Report to Tenants that in May 2014 we put
together a new Performance Improvement Plan
to help us improve our performance in a number
of key areas including rent income and void
management.
We have tried throughout this report to show
you how we have been performing. Because
this year saw the establishing of a new set of
housing management performance indicators
it has not always been possible to show you
the previous year’s performance, otherwise
you would not be able to compare eggs with
eggs. However where we have been able to do
so we have included information for this and
the previous year so you can make your own
judgement.
St Lawerences Primary School
garden makeover.
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