In March 2006, Derby Homes formed a new team to lead on customer service and performance management. We have a clear vision of what Derby Homes want to achieve in the short, medium and long term. The new team lead on managing our progress against the high level Delivery and Business Plan as well as the more service focussed aims within our Service Improvement Plans.

"I want to make sure our performance team is responsible not just for ensuring that statistics are collected and reported on, but also for making real improvements happen.  By listening to customer and staff feedback and getting to the root causes of performance issues, the team can help make a real difference to services." Julie Eyre Performance Manager

The team work alongside section managers to manage new initiatives, research performance issues and present proposals to ensure that Derby Homes continue to be a leading service provider.

The Customer Service and Performance team’s vision is to:

work alongside customers to deliver services which meet the needs and aspirations of our clients

embed a culture of continuous improvement throughout the organisation

set and review progress against meaningful targets, across all areas of service delivery

address issues of under performance in a positive and pro-active manner