Measuring our performance

How we will manage our repairs and maintenance performance

We will keep track of how we are doing by:

• Monitoring our Key Performance Indicators (KPIs) – how we measure our performance – include the number of appointments made and kept and the number of jobs completed right first time.
• Completing spot checks (inspections) of a sample of finished jobs to check the quality of work completed.
• Reviewing our Compliments and Complaints received.
• Looking at our customer satisfaction feedback.