Building standards: performance framework for verifiers - 1 April 2026

5. Performance Data

This section should include a summary of performance against all KPOs and performance targets for the previous (12 month) financial reporting period e.g. annual or quarterly breakdown for all four quarters.

This should include an accompanying narrative for the following themes:

Professional Competency and Operational Processes

[Performance under this perspective might consider:

• Protocols for dealing with work
• Performance management systems
• Training and development/CPD
• Benchmarking/shared services
• Succession planning]

Quality Customer Experience

[Performance under this perspective might consider:

• Customer communication strategies
• Customer Charter
• Customer feedback (national/local)/analysing and changes to systems
• Accessibility of service
• Pre-application advice
• Customer agreements
• Customer dissatisfaction (procedural or technical)
• Recognised external customer service accreditations]

Financial Integrity

[Performance under this perspective might consider:

• Team structures e.g. (area splits/specialist teams)
• Time recording system
• Financial investment monitoring/governance
• IT systems
• Digital services
• Finance systems
• Internal communication strategies]