Key lines of enquiry (KLOEs) represent sets of questions and statements around service or judgement specific issues. These provide consistent criteria for assessing and measuring the effectiveness and efficiency of housing services.
KLOEs are designed to provide inspectors, inspected bodies and others with a framework to view and assess services. Descriptors of excellent and fair services will help organisations to understand how service quality is judged against the KLOE.
These descriptors are not intended to act as a checklist or to prescribe the services that organisations would be providing if they were judged to have an excellent or fair service by inspectors.