Performance Management


We use a performance management system to help us improve the service we provide to our customers, our system is built and configured in accordance with our Performance Management Framework.

Performance Management is a set of management and analytic processes that enable the performance of an organisation to be managed with a view to achieving its pre-selected strategy and strategic objectives. The Framework is the structure that the processes fit within. Therefore, it not only serves as an aid to managing performance, but more importantly as an aid to understanding how every department and individual’s performance contributes to the success of the business.

The Framework is therefore a strategy based measurement system that should help to improve how we communicate and implement our Strategy. It begins by setting out our approach to information collection, and then goes on to explain the importance of our Mission, Vision, Corporate Strategy and the use of critical for success factors, KPIs and departmental operational plans. Finally, it highlights the importance of “The Golden Thread” role of all our people.

A good Performance Management Framework is working when organisational performance management and the performance management of its people are integrated. Integrating organisational and people performance is a two-way process. While organisational objectives must inform personal targets, individuals and teams should be able to feedback issues from the frontline in order to inform future planning. This approach gives a wider understanding on service issues, engages staff in the business of the Association, identifies barriers to implementation and helps to communicate to staff:-

  • What they should be doing.
  • How they should be doing it.
  • How this fits with the Association’s overall vision
  • Why we need depatmental Service Improvement & Delivery Plan.
  • How they contribute to our success.

This approach is called the ‘Golden Thread’ of Performance management and the principle that Investors in People (IIP – no Re-markable) look for. CHA is IIP Platinum.

The contribution that regular staff awareness, involvement, training and workshops can make to the ongoing development of Cunninghame’s Performance Management Framework and the Golden Thread cannot be overstated. This will be a key focus in our staff training and engagement programmes as it is important that our staff fully understand how they contribute to the success of the Association in achieving its Strategy and Strategic Objectives.

All Key Performance Indicators as set via our Departmental Plans are monitored on a quarterly basis and reported ‘live’ to our Board of Managment.

Our internal policies, procedures and processes are audited by Internal Auditors annually to ensure compliance with our Performance Management Framework and all regulatory bodies.

All departements targets are monitored quarterly by the Board of Management by means of reviewing ‘live’ projects and monitoring our Key Performance Indicators via our Performance Scorecards.

Throughout the housing sector, there are many ways to measure performance. One way is to assess an organisation’s performance against a pre defined framework, or standard, that states explicitly what an organisation should be striving to do in order to be well regarded.

Many organisations assess themselves against such standards or frameworks. These can either be externally defined standards or locally defined standards

A number of frameworks or standards are of a regulatory nature, whilst others are of an optional nature. At Cunninghame Housing Assocition we measure our performance against a number of externally defined performance frameworks including but not limited to – ‘Customer Service Excellence’, ‘National Care Standards’, Scottish Housing Regulator – ‘Regulatory Code of Governance’ and the Scottish Social Housing Charter which is explained in more detail below:


The Housing (Scotland) Act 2010 sets standards that all Social Landlords are required to meet with regards to performance.

As a Registered Social Landlord, Cunninghame Housing Association Ltd are required to submit an annual return to the Scottish Housing Regulator 

Detailing their performance against the standards and outcomes as prescribed in the Charter.  

The Scottish Housing Regulator (SHR) assesses if housing associations and co-operatives are meeting the outcomes contained within the Charter using a series of performance indicators.

In May each year, housing associations and co-operatives submit an Annual Return on the Charter (ARC) to the SHR which it uses to monitor, assess and report on landlords’ performance against the Charter.

Copies of our Annual Returns on the Charter can be downloaded below.


We report and present perfomance information to our tenants and other stakeholders by means of the following:

  • CHA Website.
  • Reports to Registered Tenants’ Associations.
  • Quarterly Tenants’ Newsletters.
  • Annual Performance Report to Tenants
  • Annual Report on the Scottish Housing Charter.
  • Annual Assurance Statement to the Scottish Housing Regulator (SHR)

Should you require a hard copy please complete a request and a copy will be sent by mail.


You can view all of the Cunninghame Housing Association Annual Reports here.


You can view all of the Cunninghame Housing Association Annual Return On The Charter Reports here:


You can view all of the Cunninghame Housing Association Tenants Reports On Annual Performance Here.

Annual assurance statements

You can view all of the Cunninghame Housing Association Annual Assurance Statements Here.

Privacy Policy