How We Run The Company

Information we hold about you

We will:

- Treat any information we hold about you with sensitivity and confidentiality.
- Only hold information about you that is relevant to our work.
- Work to make sure that the information we hold about you is accurate.
- Not share information about you with others unless you tell us we can.
- We may on occasion be required by law to share information about you, for example if required to do so by the police.
- When handling information we hold about you we will work within the requirements of the Data Protection Act.

Monitoring Our Standards

We monitor the quality of our services in a number of ways. We monitor our performance and how well we are meeting our service standards, how satisfied our tenants are with our services, and we use feedback to identify ways in which we can improve our services.

Each service area across Helena measures its performance and has a target to improve. These targets are reviewed regularly by the Customer Excellence Panel, our Senior Management Team and Board. We work towards these targets by using a number of tools and techniques which are used to drive performance across the company. These include:
- Understanding the cost of various activities and striving to provide good value for money in all areas across the organisation.
- Understanding what drives performance and looking for creative ways to improve it.
- Involving our customers so that we understand what matters most to them and how we can do things better.
- Understanding the diverse needs and aspirations of our customers.
- Looking at how well we compare to other similar organisations.
- Aiming to continually improve our services.

Measuring performance

To ensure we are continually improving and that we take action if we don't achieve our targets, we measure our performance in a number of ways:
- We use surveys and focus groups to gain feedback from our tenants and to monitor how satisfied they are with the services we provide.
- Our Customer Excellence Panel regularly review and challenge our performance to ensure that we are delivering what matters most to tenants to an agreed standard.
- We have a team of Customer Inspectors who carry out Mystery Shopping.

How will you know how we are doing?

We value your comments, feedback and complaints as your views helps us to improve our services.

We discuss all feedback that we receive, good and bad, and look for ways we can improve what we do. We will publish the results and updates in our tenant newsletter, Helena Headlines, as well as communicating the feedback to staff.
We publish an annual report to tenants every year which includes information about whether we have achieved the targets we have set.