A thousand KPIs blooming?
Six ways to bring more consistency to housing performance reporting Across the social housing sector, performance reporting is evolving fast. Boards are seeing more data, more dashboards, and more measures than ever before. But are Boards measuring the right things, and in a way that helps us compare, learn, and improve? Campbell Tickell recently carried out a short survey of registered provider CEOs. Responses from the 33 who participated suggest that while organisations are broadly aligned on what matters, there is significant variation in how it is measured and reported. A ‘thousand flowers blooming’ approach has benefits, but it also creates risk. Here are six observations, and what the sector might do next. 1. The basics are strong, but not always consistent Financial resilience, safety compliance, and core operational metrics are well embedded across the sector. Most organisations report on operating margin, arrears, Tenant Satisfaction Measures, and the big six compliance areas. However, definitions, thresholds, and presentation vary. This makes it harder for boards and regulators, to draw consistent conclusions across organisations. 2. Tenant satisfaction is clear, tenant influence is not Most landlords can tell you how satisfied tenants are. Fewer can demonstrate how tenant feedback has shaped services. Measures...