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 customers | Home ownership Officer | December 2003 | None | 0 | 0 | 0 |
| In consultation with customers, staff and other stakeholders agree targets that will deliver the service to the agreed standards | Home ownership Officer | December 2003 | “ “ | “ | “ | “ |
| Develop and implement monitoring systems in relation to service standards and targets | Home ownership Officer | December 2003 | “ “ | “ | “ | “ |
| Agree with customers and other stakeholders feedback arrangements regarding performance in relation to agreed standards | Home ownership Officer | December 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 service | Home ownership Officer | December 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 Officer | February 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 Officer | December 2003 | None | 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 Strategy | Home ownership Officer | May 2003 | None | 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 patterns | Head of Housing Maintenance | Ongoing | See 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 leaseholders | Home ownership Officer | November 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 leaseholders | Home ownership Officer | December 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 possible | Home ownership Officer | April 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 pay | Finance Director/
Head of Housing Maintenance | April 2004 | None | 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 Officer | Ongoing | “ “ | “ | “ | “ “ |
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 Officer | April 2003 and ongoing | None | 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 service | Home ownership Officer | December2003 | “ “ | “ | “ | “ “ |
| Report key performance results to Members, customers and other stakeholders | Home ownership Officer | Ongoing | “ “ | “ | “ | “ “ |