Continuous Improvement

WPH is committed to delivering an excellent and continually improving service. These pages provide you with information about how we are achieving this.

How is WPH Performing?

From this page you can navigate to charts which show WPH’s Performance.

Our performance highlights for 2007/08 include:

  • Tenant satisfaction levels in excess of 90%
  • The Audit Commission inspected our services and we were assessed as providing a “One star” “Fair” service with promising prospects for improvement.
  • We again secured three green lights from the Housing Corporation for our governance, financial viability and housing management.

View WPH performance graphs from the list below.

So how do we know we are delivering excellent and continually improving services?

We measure and publicise our performance against a wide range of performance indicators.

What do we do when the performance results are published?

On a monthly basis any indicators that are not improving are investigated. We look at the reason why and then develop a plan of action for improvement.

Then what?

Our investigations and resulting actions are carefully looked at by WPH Board and committees to ensure that the customer experience is being constantly enhanced.

WPH measures all of its core services to ensure that the customer experience is a pleasant one and provides value for money to all of our customers.

We also benchmark our performance where possible to ensure that not only do our own services improve but they compare well against similar organisations.

Complaints, Compliments and Customer Satisfaction

We are committed to providing a high-quality housing service in a professional, efficient and effective manner. All of our staff are trained to provide the highest possible standards of service.

We value your feedback about the services WPH provide, either in the form of a compliment or a complaint, or through one of our Customer Satisfaction surveys. We use the feedback you give us to help us improve our services, and you can see some of the improvements we made as a result of feedback our customers have given us by selecting a report from the list below.

If you wish to make a complaint or compliment online email feedback@wphomes.org.uk .

If you would like to make suggestions or comments about WPH services, discuss any aspect of performance or be involved in how performance is communicated to our customers please contact WPH on 0151 606 3000 and ask for the Continuous Improvement Team or email continuousimprovement@wphomes.org.uk

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