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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 30/09/2003
Improvement Plan



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HOUSING SERVICE REVIEW: RIGHT TO BUY AND LEASEHOLDERS’ SERVICE CHARGES ADMINISTRATION

IMPROVEMENT PLAN

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: Strategy, Service Aims, Objectives and Standards That:
are responsive to customers’ needs and expectations
reflect legal requirements including the Commonhold and Leasehold Reform Act 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 customersHome ownership OfficerDecember 2003None
0
0
0
In consultation with customers, staff and other stakeholders agree targets that will deliver the service to the agreed standardsHome ownership OfficerDecember 2003“ “
Develop and implement monitoring systems in relation to service standards and targetsHome ownership OfficerDecember 2003“ “
Agree with customers and other stakeholders feedback arrangements regarding performance in relation to agreed standardsHome ownership OfficerDecember 2003“ “
Report the contribution made by the service in the HRA Business Plan, performance reports to Members and other relevant documents to raise the profile of the serviceHome ownership OfficerDecember 2003“ “
        TARGET 2: Improved Information For All Customers And Participation Arrangements For Leaseholders
Produce in plain English:
information explaining the aims, objectives and standards of each service
further details regarding the Right to Buy to supplement the ODPM’s standard information
an information pack for leaseholders regarding their rights and responsibilities for distribution to all new and existing leaseholders including those who have purchased their home from another leaseholder
a newsletter periodically for leaseholders on performance and other service related issues
advance details for leaseholders of service charges due before the actual bill is presented
information for leaseholders about planned maintenance contracts in the same level of detail as provided to tenants
information about the Right to Buy and the service provided to leaseholders on Waverley’s web site
Home ownership OfficerFebruary 2004
December2003
December2003


January 2004
June 2003
April 2003

September2003
There may be cost implications of producing additional information for leaseholders but these should be included within service charges
Not yet known
Not yet known
0
In addition to complying with the statutory requirements for consultation of leaseholders, develop formal and informal participation arrangements with leaseholders including formalising joint estate-based consultation arrangements with tenants on repairs, planned maintenance and other issues of mutual interest [common improvement with Tenancy Management & Tenant Involvement review] Home ownership OfficerDecember 2003None
0
0
0
TARGET 3: Value For Money And Efficiency Maximised
Monitor, analyse and report annual trends including the number of properties sold, the types and location so that the information can be used in service planning and to develop the Housing StrategyHome ownership OfficerMay 2003None
0
0
0
Continue to monitor the cost efficiency of the current management arrangements for the service and consider reorganising the service to reflect changing work patternsHead of Housing MaintenanceOngoingSee savings column
Potential savings in longer term if service reorganised
Investigate the possibility of selling the freehold interest in blocks where all the flats are occupied by leaseholdersHome ownership OfficerNovember 2003“ “
Potential savings through reduction in workload
Investigate ways in which the cost of service charges administration can be entirely self-financing and implement new arrangements as appropriate in consultation with leaseholdersHome ownership OfficerDecember 2003“ “
Potential savings to HRA
Investigate ways in which post-sales work dealing with enquiries by freehold purchasers, prospective purchasers etc can be self-financing and implement if possibleHome ownership OfficerApril 2004“ “
Potential savings to HRA
Develop formal criteria/procedures with the Finance Department and debt recovery agents regarding the action to be taken against leaseholders who are in arrears and have not entered into any agreement to payFinance Director/
Head of Housing Maintenance
April 2004None
0
0
0
Maximise IT use in the calculation and production of service charge schedules, monitoring and reporting performance on the Right to Buy service Home ownership OfficerOngoing“ “
“ “
        TARGET 4: Improved Performance Management, Monitoring And Reporting For Key Aspects Of The Service
Introduce and/or amend local PIs to monitor compliance with statutory timescales (RTB), the percentage of service charges collected and outstanding (leaseholders) Home ownership OfficerApril 2003 and ongoingNone
0
0
0
Introduce mechanisms to monitor satisfaction of RTB purchasers and leaseholders with the service they have received including by ethnicity, gender and disability and in the case of leaseholders satisfaction with the repairs and maintenance serviceHome ownership OfficerDecember2003“ “
“ “
Report key performance results to Members, customers and other stakeholdersHome ownership OfficerOngoing“ “
“ “


comms/exec/03-04/247