About us

Performance

Homes for Islington (HFI) closely monitors its performance to ensure that services are delivered in an efficient manner and it is able to effectively plan for the future. One way to monitor performance is through the establishment of performance measures known as Performance Indicators (PI’s), which cover the range of services provided by the housing service. These provide measurement guidelines and targets so that we know how well all our services are performing. HFI’s Performance Monitoring Section is responsible for the collection of this information and the provision of it to the Homes for Islington Board of directors, senior management team and to Islington Council.

Performance is monitored throughout the year either monthly or quarterly and all results are published at the end of the monitoring year. The performance monitoring year is based on the financial year and commences on the 1 April and ends on 31 March.

Service Promise

We promise to adopt a customer-centred approach when delivering our services and to provide you with the best possible service at all times.

To help us do this we have written a service promise, which sets out targets for those areas of our service that you have told us matter the most. These areas are:

• Customer care
• Treating you fairly
• Anti-social behaviour
• Estate services and caretaking
• Rent and service charges
• Maintaining your home
• Moving in and moving home
• Complaints, comments and suggestions; and
• Keeping you informed and involved.

To make sure we keep our promises we will:

• Ensure that all HFI staff receive customer care training
• Monitor how we are keeping our promises with our tenants and leaseholders
• Publish the results of this monitoring

Click on the link to view our Service Promise which was published in the Summer 2007 issue of HFI News.

Click on the links below to view the feedback we received for those areas you told us matter the most. Service Promise feedback is published in our quarterly residents Newsletter "HFI News".

Summer 2008
Spring 2008

Winter 2007
Autumn 2007