Service Area

Performance Standard

Measurement Methodology

Minimum Tolerable Level

Performance Bands

Standard Service Level

Report-ing Period

Measure-ment Period

Interim 1

Interim 2

Interim 3

Interim 4

Resident Handbook

77

Provide and maintain a tenant handbook, ensuring all tenants have a copy of such

Percentage of Tenants not holding a copy of the handbook

5%

4.2%

3.4%

2.6%

1.8%

1%

Monthly

Annually

78

Provide and maintain a leaseholder handbook, ensuring all leaseholders (including those having shared ownership) have a copy of such

Percentage of Leaseholders not holding a copy of the handbook

5%

4.2%

3.4%

2.6%

1.8%

1%

Monthly

Annually