Housing Repairs Project Tenants Forum

1
Housing Repairs ProjectTenants Forum
Trevor Costello
10th September 2009
2
Why a Review?

• We want to deliver an excellent repairs service
  by-
• Introducing an appointments system
• Streamlining our processes
• Better use of our workforce
• Improving communication internally and externally
• Meeting service standards set by tenants
• Improving our performance reporting and
  monitoring

3
Why now?

• We need to do this sooner rather than later,
  because
• Our voids and repairs performance, while
  improving, is still not where we want it to be
• The Tenant Services Authority takes over
  inspection of local authorities housing services
  from April 2010
• KBC hasnt been inspected since 2003 - so could
  be one of the first - maybe Short Notice
  Inspection (72 hours notice)
• A full inspection in 2010/11 or 2011/12 is likely
  and we have a lot of work to do towards
  compliance with KLoEs and the new national TSA
  standards
• Current TSA Local Standards Pilot providing
  funding to assist with service reviews that
  champions tenants needs

4

• Approximately 76 of tenants were very or fairly
  satisfied with their landlord
• Repairs, reasonable rents and well-maintained
  homes were the three highest priorities
• Landlords can deliver better services by
  increased tenant participation, better
  infomration, being more accessible and dealing
  with problems quickly.

5
How will the review work?

• Scope existing processes
• (Processes costs productivity performance
  satisfaction - impact assessments)
• Research
• (Best practice KLoEs - HQN report - proposed
  TSA national standards Housemark)
• (innovation and good practice - visits to like
  organisations)
• Tenant consultation events
• (Speed-Dating and road show events - survey
  information - questionnaires - focus groups)
• Devise outline of new service
• (Staffing structures - new work processes -
  policies and procedures monitoring)
• (performance reporting arrangements refresh
  impact assessment)
• Consultation and Approval
• (Team roles other departments Tenants
  Tenants Forum SMT Full Council)
• Implementation
• (IT Systems installation training publicity
  and launch)

6
Core Review Group

• John Conway
• Neal Gibson
• Linda Nash
• Graham Baldwin IT Project Manager
• Zelda Bryce - Customer Access Manager
• Glyn Dowdell, Alison Sharp Neighbourhood
  Managers
• Trevor Thompson, Dave Parker - DLO reps
• Martin Newman, Adu Rosa - Tenants Forum reps
• Trevor Costello - Project Officer/Co-ordinator