This section requires that housing associations have certain policies and procedures in place (or are working towards it).
Central to this is that each Association collects data in areas such as rent arrears, void periods and repair/ maintenance costs. The ICSH recommends that Associations collect this using the framework providing by HAPM, and there is now an abridged version of this available tailored to the needs and resources of smaller associations.
This database allows associations to log and track their progress over time and assess their performance against other associations in each area.
More information on HAPM, including the current versions of the survey, are available here.
Tenant Satisfaction Surveys can also be used to ascertain how happy tenants are with all facets of the service provided by the housing association, and can be a very valuable means of receiving feedback from tenants who may otherwise have little contact with the association.
A sample satisfaction survey is available here and this can be adapted for use by each housing association depending on their own set of circumstances.