A member is creating a new tenancy sustainment team and would be interested to hear from others who have a similar arrangement in place. They are considering how to measure the success of the new team and are thinking about tenancies sustained, payment arrangements put in place, the number and value of rent arrears cases, the number and type of legal actions taken, introductory tenancies that convert to a secure tenancy, action plans set up for property condition and hoarding cases and their progress.

• If you have tried something similar, are there any learning outcomes you can share?
• What KPIs do you measure?
• Do you record types of vulnerability and risk factor, engagement levels, referrals to specific support agencies and customer satisfaction levels, or just overall outcomes?
• Which system do you use to record referrals, case information and actions taken?

If you can help please let us know below, alternatively if you’d rather speak to the member in confidence, please message [email protected] and we will put you in touch.