Performance
Paragon Community Housing Group strives to provide excellent services to our residents. We have a number of measures in place to test performance against targets and help us keep on track.
What we measure
We routinely measure performance in all of our key service areas including:
- Repairs and maintenance
- Gas servicing
- Estate services
- Complaints handling
- Property sales and lettings
- Contractor performance is closely monitored and linked to financial penalties and rewards.
How we measure
Working with other departments we use a range of methods to measure performance which include:
- Satisfaction surveys and customer feedback
- Resident inspections and mystery shopping
- Statistical returns
- Spot-checks
- Analysis of Key Performance Indicators (KPI's) and benchmarking (comparisons) against other housing providers
Our residents play an essential role in scrutinising and improving performance, including through membership of our Service Improvement, Online and other involved resident groups.
