Performance & Quality

Community Ventures Group

Community Ventures have in place a number of Management Services Agreements. These MSAs outline a number of key parameters which have been developed into Key Performance Indicators (KPIs), and agreed with the Board members, so that the performance of the service provided can be monitored and evaluated on an annual basis.

These KPIs are reported against on a quarterly basis to the Board, and Improvement and Action Plans put in place to monitor performance.

To date, the MSAs have been operating effectively since 2008, and performance against KPIs has been encouraging, with a good level of customer satisfaction.

LIFT Companies (Community Ventures Leeds & Durham & Tees Community Ventures

In agreement with the Strategic Partnering Board (SPB), our two LIFT Companies have a number of Key Performance Indicators(KPIs) which are tested and reported against on a rolling programme, with quarterly reporting cycles to the SPB. The following are examples of the areas in which we test and monitor performance with our supply chain and clients:

• SPB Partner Performance
• FM Partner Performance
• Tenant Satisfaction
• Patient Satisfaction
• Construction H&S Monitoring
• FM Monthly Event Management

These methods have been successfully implemented across the activities of the LIFT Companies including: LIFT, FM and the Minor Capital Works programmes.

Community Ventures is committed to ensuring that performance is key to all business activities and upheld by all members of staff and external consultants working in partnership with us.

Community Ventures is also a member of the Investors in People scheme, recently achieving Silver Award, and is committed to the development of our staff, ensuring open communication and a culture and ethos of quality performance and commitment to all Clients and Partners we work with.

Community Ventures have also recently secured accreditation through National Quality Assurance under ISO 9001, proving we have implemented quality procedures in delivering our services and products across the Group’s business activities.

Rolling Trend - Patient Satisfaction

The Graph shows the overall performance of each building as evaluated by the patients and end users of the LIFT buildings. As can be seen as more schemes have become operational the number of results has increased.

Overall, the performance of all the LIFT buildings as viewed by patients is within our KPI expectations as agreed with the Strategic Partnering Board.

Rolling Trend - Staff Satisfaction

The graph shows the overall performance of each building as evaluated by our Clients and end users working from the LIFT buildings within our estate. As with the patient satisfaction, as more schemes have become operational the number of results have increased.

Overall, the performance of all the LIFT buildings as viewed by the staff working within our buildings, is within our KPI expectations as agreed with the Strategic Partnering Board.