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Waverley Borough Council Committee System - Committee Document

Meeting of the Community Overview and Scrutiny Committee held on 03/03/2003
All Housing Services




4

ANNEXE 1
HOUSING BEST VALUE FUNDAMENTAL SERVICE REVIEWS 2001/02

IMPROVEMENT PLAN – ALL HOUSING SERVICES


ACTION PLAN
BY WHOM
BY WHEN
[month = by month end]
BUDGET
PROGRESS
REVISED TIMETABLE
SAVINGS
IMPLICATIONS
000
        TARGET 1: Customer Focused Departmental Structure And Staff Able To Deliver Quality Service And Benefit From Economies Of Scale With Well-Trained And Motivated Staff
See below
See below
One-off training costs of 20,000 in 2001/02
11.6
[overall saving to General Fund from re-structuring Housing Department in 2001/02]
Identification of potential for service improvements and economies of scale through restructured Department, separating and centralising Housing Management, Repairs and Rent Arrears RecoveryDirector of HousingJan 2001
See above
Done
Done
See above
Obtaining Members’ approvalDirector of HousingJune 2001
See above
Done
Done
See above
Implementation of new structure IMTJuly 2001
See above
Done
Done
See above
Ensure customers and staff are aware of the roles and responsibilities of different sections of the Housing DepartmentDirector of HousingJune 2001
See above
Done
Done
See above
Arrange with the Council’s Training Officer a series of away-days for staff involved in each housing service to consider improvements they can initiate and be responsible for implementingDirector of HousingJanuary 2002
See above
Done
Done
See above
Identify staff training needs including the areas of customer care, technical and IT and develop appropriate programmes making best use of available resources including using existing staff e.g. surveyors to provide technical training for day-to-day repairs staffService ManagersOngoing through appraisal system
See above
Done
Done
See above

ACTION PLAN
BY WHOM
BY WHEN
BUDGET
PROGRESS
REVISED TIMETABLE
SAVINGS
[month = by month end]
IMPLICATIONS
000
TARGET 2: Improved Physical Environment For Customers[Links with Facilities ManagementBV review outcomes]
As provided in Improvement Plan for Facilities Management
As provided in Improvement Plan for Facilities Management
nil
Secure appropriate, comfortable, private and accessible facilities for all housing customers visiting the Council’s officesCentral Services Manager
See above
See above
Possibility of creating additional interview rooms on ground floor Godalming being investigated in short term and more fundamental review of ground floor area taking place in longer term – possibly as part of introduction of one-stop shop facility (as being piloted in Farnham locality office)
March 2004
See above
TARGET 3: Departmental Policy, Procedures, Standards And Systems For Facilitating And Responding To Customer Complaints About Any Aspect Of The Housing ServiceDirector of Housing September 2002
Within existing budgets
nil
Agree Departmental definition of ‘complaint’See above
See above
See above
Done
Done
See above
Develop policy and standards for encouraging and responding to complaints in consultation with Tenants’ Panel and compatible with corporate complaints processSee above
See above
See above
Done
Done
See above
Agree, develop and implement recording, monitoring and reporting systems within Housing Department compatible with corporate complaints processSee above
See above
See above
Done
Done
See above
Produce leaflet summarising complaints policy, procedures and standards; send to all tenants; publish details in Tenants’ ExtraSee above
See above
See above
Information about complaints policy/procedures included in Tenants’ Handbook
February 2003
See above
Ensure all Housing staff are aware of and receive appropriate training in complaints policy, procedures and standardsSee above
See above
See above
Done
Done
See above
Report results of complaints analysis to customers, Members, contractors and staffSee above
See above
See above
Report to be produced for 2002/03
April 2003
See above
TARGET 4: Comprehensive Tenants’ Handbook
efficiency
Director of HousingSeptember 2002Within existing budgets
nil
        Agree scope and format of Handbook with Tenants’ Panel
See aboveSee aboveSee aboveDone
Done
See above
Engage consultant to work with Tenants’ Panel and staff to agree and produce information to be included in HandbookSee aboveSee aboveSee aboveDone
Done
See above
        Arrange printing and collation of text into Handbook
See aboveSee aboveSee aboveOngoing
December 2002
See above

ACTION PLAN
BY WHOM
BY WHEN
BUDGET
PROGRESS
REVISED TIMETABLE
SAVINGS
[month = by month end]
IMPLICATIONS
000
        Issue Handbook to all existing and new tenants
See aboveSee aboveSee aboveOngoing
February 2003
See above
Introduce arrangements for regular review and updating of HandbookSee aboveSee aboveSee aboveContacts leaflets to be updated annually or as required. Handbook to be re-issued every 3-5 years depending on amendments required.
Done
See above
TARGET 5: Introduce Formal Liaison And Feedback Arrangements For Operational Staff Across The DepartmentSee belowSee below
Within existing budgets
0
Identify information requirements of operational staffDirector of HousingDecember 2001See aboveDone
Done
See above
Introduce feedback arrangements from Housing IMT meetingsAs aboveDecember 2001See aboveDone
Done
See above
Produce regular Bulletins for all Housing staffAs aboveOngoing: bi-annualSee aboveDone
Done
See above
Introduce regular progress review meetings for staff involved in services that are dealt with by more than one sectionService ManagersApril 2002See aboveDone
Done
See above
        TARGET 6: Promote Equal Opportunities
See below
See below
Within existing budgets
0
Promote use of Language Line through posters and articles in Tenants’ ExtraHousing Needs ManagerApril 2002See abovePoster in reception areas. Information in Tenants’ Handbook. Articles to appear in Waverley Homes.
Done in part. Further publicity planned – by May 2003
See above
Arrange equal opportunities training for staff Head of Personnel and Central ServicesSeptember 2002See aboveTaking place in Nov 2003. Follow-up housing specific training planned in 2003/04
General awareness training Nov 2002 Housing specific training by March 2004
See above
Check MTC contractors’ equal opportunities policies and make compliance a contract conditionHead of Housing MaintenanceFebruary 2002See aboveDone
Done
See above
Develop policies and procedures for tackling racial harassment in accordance with DTLR guidanceHousing Services ManagerSeptember 2002See aboveAction plan developed. Implementation 2003/04
March 2003
See above
        TARGET 7: Maximising Use Of IT And Working Towards E-Government Targets
See belowSee belowWithin existing budgets
0
Address and resolve inefficiencies associated with current use of Orchard (integrated housing management system):Done
Done
Introduce arrangements for storing tenants’ phone numbers on OrchardHead of Housing ManagementJanuary 2002See aboveDone
Done
See above
In consultation with users identify and rectify any incompatibilities between Orchard processes and the most efficient ways of delivering servicesAssistant Director of Housing/Head of Housing MaintenanceSeptember 2002See aboveDone for review areas. Ongoing for other housing services
Done
See above
Identify management information requirements and develop systems and programmes capable of providing it, maximising the potential of IT and rectifying any weaknesses in current processesAssistant Director of Housing/Head of Housing MaintenanceSeptember 2002See aboveAs above
As above
See above
Identify staff training needs and provide appropriate IT trainingService ManagersSeptember 2002See aboveDone as part of appraisal system
Done
See above
TARGET 8: Aiming To Achieve Top-Quartile PerformanceSee belowSee belowWithin existing budgets
0
Setting challenging targets for all services and reviewing them on a regular basisService ManagersNovember each yearSee aboveDone
Done
See above
Carrying out regular benchmarking exercises with other local authorities and registered social landlords using Housemark and other meansDirector of HousingJune 2002See aboveDone for 2000/01. 2001/02 data gathering ongoing
Done
See above
Review and if necessary amend existing local PIs to ensure they provide adequate coverage, are appropriate and meaningfulIMTMarch 2002See aboveDone
Done
See above
Ensuring robustness of Departmental performance management mechanismsDirector of HousingApril 2002See aboveDone
Done
See above
(housing/mwrigh/hsg/best value general/deptactionplan5progress1)