Introduction
The introduction of Best Value means that all Registered Social Landlords (RSL's), amongst others, have to critically review all of their services on a five-year cycle according to the framework described as the 'four c's'. These are challenge, compare, consult and compete . Best Value places a clear emphasis on consulting the public, comparing performance, ensuring that it is competitive, setting targets for improving performance, securing the best value provider and reporting the results back to local people.

The Association has set out a Best Value Programme which details specific dates for individual reviews and their reportage.

A format has been developed which requires lead officers of particular groups to ensure that regular meetings are held and they follow a format which is prescribed and reports its conclusions and programme in terms of immediate, short-term and long-term action plans.

Challenge

What are we trying to achieve?

• Is there a need for the service that we provide?
• Does the service provide best value for money and meet the Association's existing and improved performance standards?
• Does what we are trying to achieve meet customer aspirations?
• Do we need to provide the service at all?
• Are there better ways of providing the service?
• Are we the best organisation to provide the service?
• Do we need to improve certain parts of our in-house service?
• Do we need to buy-in on a 'top-up' service?
• Would a joint venture or partnership with others improve on the service?
• Do we need to out-source all or part of the service?

Consult
Consultation with tenants allows the Association to create an organisational culture which embraces the principles and practices of tenant participation and to communicate this widely to staff and customers. Some of these objectives are as follows:

• To develop and sustain opportunities for informal participation for tenants who cannot or do not want to make a regular commitment
• To develop and sustain formal participation structures which encourage tenants to participate in decisions about the management of their homes
• To provide on-going training and support for tenants, staff and committee members to ensure that participation is effective
• To ensure that tenants are always consulted on any issue which may materially affect the management of their homes and that the feedback gained is used when taking decisions
• To improve the range and quality of information services for tenants by involving them in the production of information
• To develop and maintain systems for continuously measuring tenant satisfaction with all services provided by Asra Midlands Housing Association and using this information to influence decision making on current and future policies and procedures.

Compare
How do our services, in terms of cost, quality and tenant satisfaction, compare to others?

• Can we learn how other providers deliver similar services at a higher quality and/or lower costs?
• Are there any particular group of tenants who receive a worse service in terms of costs, quality and satisfaction?
• How can we search out excellence and different approaches to service delivery?
• What aspirational targets do we wish to set?

Compete
Can the organisation provide all or part of the service more cost effectively and provide a better quality of service?

• Is the Association required to out-source those services where it is clear that the result will be better services for tenants in terms of quality and cost?
• Is the focus group confident that it has fully 'completed' the service provision?