By 2020, GreenSquare aspires to be a ‘top quartile’ performer. That means that when comparing key performance measures with similar housing providers, it will by 2020 be in the top 25% for all comparative measures of satisfaction and service delivery performance.
These are also the performance measures taken into account when deciding the annual ‘sharing success lump sum’ payment, payable when key Group performance targets are met or exceeded.
Our nine key performance measures are:
| Customer | 2017/18 targets | 5-year target | Financial | 2017/18 targets | 5-year target |
| Customer satisfaction with GreenSquare as their landlord * | 86% + | N/A ** | Operating Margin (RP only) * | 28.8% | 32% |
| Satisfaction with outcome of last contact * | 90% | N/A ** | Group management cost per unit * | £1037 | £1024 |
| Customer satisfaction with the quality of their home | 80% | N/A ** | |||
| Delivery | 2017/18 targets | 5-year target | Colleagues | 2017/18 targets | 5-year target |
| Rent loss due to homes being vacant as a percentage of the annual rent roll * | 1% | 1% | Voluntary turnover | 5-15% | 5-15% |
| Total units owned | 11,867 | 12,753 | Engagement index | 75% | 80% |
+ Monthly performance
* Sharing Success Targets
** Customer satisfaction methodology to be reviewed as part of Customer Experience Strategy
