ACTION PLAN | BY WHOM | BY WHEN
[month = by month end] | BUDGET IMPLICATIONS | SETTING UP RESOURCES/
COSTS
£000 | ANNUAL RESOURCES/ COSTS
£000 | SAVINGS
£000 |
TARGET 1: Service Aims, Objectives And Standards That:
· are responsive to customers’ needs and expectations
· reflect legal requirements and the intention to provide a good quality service
· adhere to Equality of Opportunity and Human Rights principles
· maximise Sustainable Development
· help to reduce Crime & Disorder and fear of crime
· are compatible with corporate objectives |  | | | | | |
| Develop service aims, objectives and standards that are compatible with corporate objectives in consultation with customers | Housing Services Manager/ Deputy Housing Services Manager | March 2004 | None | 0 | 0 | 0 |
| In consultation with customers, staff and other stakeholders agree targets that will deliver the service to the agreed standards | “ “ | “ “ | “ “ | “ “ | “ “ | “ “ |
| Develop and implement monitoring systems in relation to service standards and targets | “ “ | “ “ | “ “ | “ “ | “ “ | “ “ |
| Agree with customers and other stakeholders feedback arrangements regarding performance in relation to agreed standards | “ “ | “ “ | “ “ | “ “ | “ “ | “ “ |
TARGET 2: Broad Tenant Participation Arrangements With Increased Involvement Locally And Including Those Tenants Who Are Traditionally Hard To Reach
| | | | | | |
| Re-examine the resources available to support tenant participation including the need for a dedicated member of staff and/or formalising the roles of existing housing management staff in relation to tenant participation | Housing Services Manager | September 2003 | Potential budget implications (for 2004/05) – if need for new post identified | Not yet known | 0 | 0 |
| Identify and use the most appropriate mechanisms to ensure the involvement of tenants who are traditionally hard to reach | “ “ | Ongoing | None | 0 | 0 | 0 |
| Consider formalising localised participation agreements that reflect the needs of the tenants in that particular area | “ “ | March 2004 | “ “ | “ “ | “ “ | “ “ |
| Publicise local information and tenant participation arrangements in Waverley Homes newsletter | Housing Services Manager | Ongoing | None | 0 | 0 | 0 |
| Invite Tenants Panel members to support consultation arrangements for residents of temporary accommodation [common improvement with Homelessness & Housing Advice review] | “ “ | “ “ | “ “ | “ “ | “ “ | “ “ |
| Formalise the involvement of leaseholders in estate-based consultation arrangements with tenants relating to repairs, planned maintenance and other issues of mutual interest [common improvement with Right to Buy & Service Charges review] | None | November 2003 | “ “ | “ “ | “ “ | “ “ |
| Provide further support for new and existing Tenants Panel members including financial and practical support e.g. induction training | “ “ | Ongoing | “ “ | “ “ | “ “ | “ “ |
| Provide training for housing management staff in tenant participation | “ “ | March 2004 | “ “ | “ “ | “ “ | “ “ |
| TARGET 3: Improved Communication With Customers And Other Stakeholders | | | | | | |
| Update and/or produce new leaflets, forms etc for new and existing tenants including the aims, objectives and standards of the service | Deputy Housing Services Manager | March 2004 | None | 0 | 0 | 0 |
| Provide new tenants with the opportunity to have a follow-up visit by a Community Housing Officer or to provide feedback in another way | “ “ | Ongoing | “ “ | “ “ | “ “ | “ “ |
| Inform residents of the level of estate management service they can expect and timetables for environmental cleaning | “ “ | March 2004 | “ “ | “ “ | “ “ | “ “ |
| Introduce procedures to ensure relevant Environment and Leisure staff and other interested parties are made aware of any planned maintenance or other works that could affect grounds maintenance, environmental works or other operations | Surveying & Maintenance Manager | August 2003 | “ “ | “ “ | “ “ | “ “ |
| Develop regular local advice clinics for tenants in conjunction with other service providers e.g. CABs, Benefits Section etc, if possible | Deputy Housing Services Manager | Ongoing | “ “ | “ “ | “ “ | “ “ |
| TARGET 4: Improved Customer Care And Quality Assurance Arrangements For The Management Of Estates And Amenity Land | | | | | | |
| Explore possible arrangements for Environment & Leisure Department to deal with all abandoned vehicles on land not owned by the HRA and not covered by car removal schemes managed by the Housing service | Housing Services Manager/ Deputy Housing Services Manager/ Environment Manager/ Recycling Officer | March 2004 | There may be resource implications for the Environment & Leisure Department arising from the potential additional work | Not yet known | 0 | Any additional costs for E&L Department should be offset by savings in Housing staff time – allowing them to focus on housing management services |
| Review ownership of general amenity land between the General Fund and the HRA to ensure equitable charging arrangements for grounds maintenance etc | Directors of Housing and Environment & Leisure | March 2004 | There may be some cost implications for the General Fund and/or the HRA although the total should not change | Not yet known | Not yet known | 0 |
| Support an improved specification for grass cutting of amenity land surrounding housing estates | Directors of Housing and Environment & Leisure | July 2003 | There are likely to be cost implications of a higher specification | Not yet known | Not yet known | 0 |
| Introduce a programme of regular estate inspections involving Housing and Environment & Leisure staff and local residents to monitor performance in relation to environmental cleaning and grounds maintenance | Deputy Housing Services Manager/ Environmental Services Officer/ Landscape Officer | March 2004 | None | 0 | 0 | 0 |
| In consultation with residents investigate and implement the engagement of cleaners for communal areas within blocks of flats and arrange for a service charge to be levied to cover the cost | Deputy Housing Services Manager | March 2004 | The cost of cleaning will be passed on to tenants through a service charge | Not yet known | Not yet known | 0 |
| On jointly owned estates involve housing associations in developing and implementing policies and procedures in relation to estate and tenancy management e.g. anti-social behaviour, racial harassment etc | Housing Services Manager/ Deputy Housing Services Manager | March 2004 | None | 0 | 0 | 0 |
| Create a service level agreement with the Legal & Court Officer (Housing) for action in relation to access for gas servicing and other maintenance, anti-social behaviour and other tenancy breaches except rent arrears which is already covered by such an agreement | Deputy Housing Services Manager/ Surveying & Maintenance Manager | October 2003 | None | 0 | 0 | 0 |
| TARGET 5: Improved Performance Management, Monitoring And Reporting For Key Aspects Of The Service | | | | | | |
| Investigate and introduce monitoring and reporting arrangements for local performance indicators to reflect tenant participation arrangements | Housing Services Manager | March 2004 | None | 0 | 0 | 0 |
| Introduce local performance indicators for garage management | Deputy Housing Services Manager | October 2003 | None | 0 | 0 | 0 |
Consult the Tenants Panel about the range of performance information they wish to see in Waverley Homes and arrange for it to be included as and when required
[common improvement with Rent Arrears Recovery review] | Head of Housing Management & Housing Services Manager | Ongoing | “ “ | “ “ | “ “ | “ “ |
| Report key performance results to Members and other stakeholders | Director of Housing | Ongoing | “ “ | “ “ | “ “ | “ “ |