We can’t manage what we don’t measure.
That’s why we will take a systematic approach to measuring the things that contribute towards our success as a council and use that information to adapt how we work.
We will measure our success and manage performance at two distinct levels - strategic and operational - driven by the following guiding principles:
- focus on outcomes for residents
- keep it clear and simple
- drive a culture of accountability and responsiveness to residents.
We will focus on measuring what’s most important, and drive accountability for delivery through performance management at all levels of the organisation.
We will ensure there are clear ways for residents to provide feedback about our services and we will use that to inform how we work in the future.
We will continue to be a performance-led organisation, with performance management, monitoring and reporting central to the development and delivery of services.
Our outcomes
Progress against this plan will be measured against a set of outcomes that describe the changes and improvements we want to achieve.
These outcomes will be used as a basis for future reporting against delivery of the H&F Plan on an annual basis. These outcomes are often cross-cutting and reflect the priorities in the plan.
They are not intended to encompass everything that we do to support our residents.
A suite of key performance measures, including qualitative indicators and qualitative deliverables, will be used to measure success against these outcomes.
Building shared prosperity
- More residents are equipped with the education and employment prospects they need to succeed.
- Reducing inequity in our borough, including across education, health, housing, and workplace settings.
- More high-quality jobs are created locally, through high-growth businesses making the borough their home.
Rising to the challenge of the climate and ecological emergency
- Improving the quantity, quality, and biodiversity of green spaces across the borough.
- Improving resilience and adaptation to climate change across the borough
- Increasing climate and ecology education and action among residents.
Creating a compassionate and inclusive council
- More Disabled residents experience the same control, choice and freedom as any other resident.
- More young people with special educational needs and disabilities feel supported and ready for adulthood.
- Reducing the rates and impacts of child poverty.
- Residents are better protected from harm and feel safer where they live, work and socialise.
Doing things with residents, not to them
- Residents are more involved in decision making about changes that impact their lives.
- The third sector becomes stronger and more resilient.
- Improving resident satisfaction with council services, in particular housing services.
Taking pride in H&F
- More residents are engaged in and feel proud of the diverse communities and places in which they live.
- Improving the diversity and accessibility of cultural, creative and community activities.
- More residents feel their housing needs are met.
Being ruthlessly financially efficient
- The council provides high-quality value for money services that are soundly managed with balanced budgets.
- Improving openness, transparency, accountability in all that we do.
- Improving service quality and resident experience through technology, reform and innovation.
How to contact us
All our services are available online, over the phone or by email. Our switchboard number is 020 8748 3020.
Deaf and hard of hearing residents who want to use the Text Relay Service, please dial 18001 followed by the council switchboard number, 0208 748 3020.
For a full list of service contact details and accessibility options, please visit our contact us page.