Tenancy Agreement Example

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					                                                                                              Service Improvement Plan
                                                                                                     2009 – 2011
                                      Guinness Trust is committed to excellence in customer service and creating neighbourhoods to be proud of.
                                      To help achieve this goal Guinness Trust has set up a number of Service Improvement Teams (SITs) bringing together staff,
                                      customers and other stakeholders to agree what actions need to be taken and implement these.
                                      This Service Improvement Plan brings together the work of the Service Improvement Teams.

                                      The table below sets out the list of SITs and the name of the team leader together with details of how to contact them for further
                                      Service Improvement Area                       Team Leader                                        Contact Details

                                      Customer Service and Access                          Ellen Burge – Housing Manager                                    Ellen.burge@guinness.org.uk
                                      Equality & Diversity                                 Ade Odukale – Area Housing Manager                               Ade.odukale@Guinness.org.uk
                                      Value for Money                                      Abidemi Talami – Management Accountant                           Abidemi.talami@guinness.org.uk
                                      Stock Investment/Asset Management                    Joanne Knox – Housing Services Manager                           Joanne.knox@guinness.org.uk
                                      Performance Management                               Asit Acharya – Service Improvement Director                      Asit.acharya@guinness.org.uk
                                      Tenancy & Estate Management                          Ebonie Marrett – Area Housing Manager                            Ebonie.marrett@guinness.org.uk
                                      Housing Income Management                            Osahon Lawrence – Income Recovery Manager                        Osahon.lawrence@guinness.org.uk
                                      Customer Engagement                                  Tim Gray – Area Community Investment                             Tim.gray@guinness.org.uk
                                      Allocations & Lettings                               Tracey Savory – Housing Manager                                  Tracey.savory@guinness.org.uk

                                                     Supported Housing is currently being looked at separately with advice from Guinness Care and Support

 The work of the Service Improvement Teams (SITs) is just one part of the process for service improvement and sits alongside a
 range of Partnership-wide and local initiatives. The diagram below illustrates where the work of the SITs fits in with other work.
 Guinness Trust is determined to have as much customer involvement and scrutiny in the process as possible.

 We have set four strategic objectives for our service improvement activities*. These are:
    Listen to our customers and to others that we work with and act on their feedback.
    Measure and report on our performance and improvements and take action as appropriate.
    Compare performance and good practice within the Partnership and with others and use this to deliver improvements.
    Regularly review outcomes and use these to improve how we do things and to raise standards.
    *The Guinness Partnership Service Improvement Strategy (July 2009)

 How will we monitor progress?

 The Service Improvement Plan will be regularly monitored by the Guinness Trust Board and the Scrutiny Committee which involves
 a joint process with customers. Reporting will be on an exceptions basis and the Plan will be updated regularly using the following
 status in the Target Date column.

 Colour Code        Progress Status

 BLANK              There is little progress to report as the target date is in the future

 GREEN              This action has been completed

 AMBER              The deadline for this action is due and it is likely to be missed unless additional resources are identified

 RED                The deadline for this action has passed and it has not been completed – the comments column will identify what
                    corrective action is necessary

                    Guinness Trust Customer Scrutiny and Service Improvement

                                                         Guinness Trust Board

                                                                                          Customer Service &
                                                                                         Performance Scrutiny
                                                    Corporate Management Team                 Committee

          Partnership Service                                        Excellence
                                                                  in Action Group                 Area Panels
          Improvement Group

                                                           Service Improvement Plan

              SERVICE                                        SERVICE PLANNING              PERFORMANCE
                                                                  Service Standards        Performance Indicators
           IMPROVEMENT                                            Service Strategies           Benchmarking
               TEAMS                                            Service Action Plans        Customer feedback
                                                             e.g. Community Investment       Mystery shopping
                                                                     Area Plans             Compliance checks
                                                                   Business Plan            Complaints learning
                                                                                               Tenant scrutiny

                                                                   ACCESS and CUSTOMER CARE
 Reference Number        Issue to be                               Who raised the issue?               Action to take                                  Desired outcome                        Target date Original Updated           Lead                              Resources Required (Staff, £,           Evidence Available Required           Progress report
                         addressed                                                                                                                                                                                                                                     Partners)
 1                       How and when would customers like         Mock Inspection Recommendations     1.1) Conduct survey to ensure opening           A service that is considered           Aug - Oct '09                          Ian Hutchings                     Within existing staff resources.        Log of surgery and office usage       Surveys going out in August '09
                         to access our services?     How                                               hours meet the needs of customers and           accessible by our customers and                                                                                 Possibly resources to fund Freepost                                           newsletters. Some office hours
                                                                                                       stakeholders for estate offices and main
                         can we adjust services to meet                                                offices. Local analysis - Housing Managers      reflects their needs.                                                                                           Address and Free phone number.                                                extension already introduced e.g..
                         customer needs and aspirations?                                               to have responsibility for this regarding                                                                                                                       Cost of producing questionnaire                                               Aldgate evening surgery, Brighton
                                                                                                       opening hours of estate offices. Office                                                                                                                         (printing).                                                                   and Brixton offices.
                                                                                                       Managers to have responsibility regarding
                                                                                                       office opening times for District/Area
                                                                                                       Offices. Questionnaires to be devised by                                                                                                                                                                                                      Customer Access questionnaire sent
                                                                                                       Dawn Irvine and Sue Williams, referring to                                                                                                                                                                                                    with What's Brewing, Eastern News,
                                                                                                       questionnaires produced by Guinness                                                                                                                                                                                                           Spotlight (all three Area Newsletters)
                                                                                                       Midsummer for similar survey.
                                                                                                                                                                                                                                                                                                                                                     in August. Returned questionnaires
                                                                                                       Questionnaires possibly to go out in "What's
                                                                                                       Brewing", "Eastern News" and "Spotlight"                                                                                                                                                                                                      are being forwarded to Ian Hutchings
                                                                                                       area newsletters or estate newsletters (as                                                                                                                                                                                                    for analysis.
                                                                                                       appropriate). Use of caretakers to deliver on                                                                                                                                                                                                 More specific questionnaire relating
                                                                                                       estates, use of Customer Insight data to
                                                                                                       email questionnaires to those whose
                                                                                                                                                                                                                                                                                                                                                     to Office Surgery times were sent out
                                                                                                       preferred method of contact is email and to                                                                                                                                                                                                   to estates in South Area in
                                                                                                       post remaining questionnaires to residents in                                                                                                                                                                                                 September 09. Using CI data,
                                                                                                       Existing Satisfactory Properties/other                                                                                                                                                                                                        residents whose preferred method of
                                                                                                       schemes where no caretaker. Possibly use
                                                                                                       a Freepost address for the return of
                                                                                                                                                                                                                                                                                                                                                     communication is email were emailed
                                                                                                       questionnaires. Dawn to find out about                                                                                                                                                                                                        the questionnaire. All others
                                                                                                       Freepost. Dawn to ensure that                                                                                                                                                                                                                 received the questionnaire via the
                                                                                                       survey/questionnaire goes on the website                                                                                                                                                                                                      caretaker delivering it. Completed
                                                                                                       and that customers can respond on the
                                                                                                       website.                                                                                                                                                                                                                                      questionnaires have been returned
                                                                                                                                                                                                                                                                                                                                                     and Ellen Burge will look through the
                                                                                                                                                                                                                                                                                                                                                     results and make any necessary
                                                                                                                                                                                                                                                                                                                                                     recommendations for changes to
                                                                                                                                                                                                                                                                                                                                                     surgery opening times in the South
                                                                                                                                                                                                                                                                                                                                                     Area estates. Preliminary look
                                                                                                                                                                                                                                                                                                                                                     through indicates no changes
                                                                                                       1.2) Supplementary phone surveys to A service that is considered                       Aug - Oct '09                          Ian Hutchings                     New initiative but funded from within                                         Phone survey commencing in August
                                                                                                       above to be carried out.            accessible by our customers and                                                                                             existing staffing budget                                                      '09.
                                                                                                                                           reflects their needs.

                                                                                                       1.3) Review access arrangements                 A service that is considered           Aug - Oct '09                          Ian Hutchings                     Time needed by Dawn Irvine, Sue         Results of survey/questionnaires and Repairs Desk has already extended
                                                                                                       for reporting repairs by telephone,             accessible by our customers and                                                                                 Williams and Joanne Knox to devise      any corresponding changes in         hours to 8am - 6pm
                                                                                                       including outside normal working                reflects their needs.                                                                                           questionnaires. Time implications in    opening hours/changes to the way
                                                                                                       hours.                                                                                                                                                          terms of carrying out                   that customers access the service.   Question to be asked by the Repairs
                                                                                                                                                                                                                                                                       questionnaire/survey for office                                              Desk has been agreed on and
                                                                                                                                                                                                                                                                       managers and Repairs staff. Time                                             question pads will be made up for the
                                                                                                                                                                                                                                                                       needed by Ian to co-ordinate process                                         repairs staff to use.
                                                                                                                                                                                                                                                                       and record/analyse results. Possibly
                                                                                                                                                                                                                                                                       resources to fund Freepost Address
                                                                                                                                                                                                                                                                       and Free phone number.

 2                       Make existing information more            Mock Inspection Recommendations     2) Produce tenancy pack in Braille,             Key documents more accessible.         Nov-09                                 Dawn Irvine                       Funding for alternative formats to be                                         Good progress already made e.g..
                         accessible to our customers by e.g.                                           large print, audio and on-line.                                                                                                                                 determined                                                                    tenancy agreements in alternative
                         providing key documents in                                                                                                                                                                                                                                                                                                  languages, customer handbook on
                         alternative formats e.g. Braille, large                                                                                                                                                                                                                                                                                     disk, sensory impairment pilot project,
                         print, audio and an on-line version.                                                                                                                                                                                                                                                                                        documents in Braille, direct access
                                                                                                                                                                                                                                                                                                                                                     by tenants to phone interpreting
                                                                                                                                                                                                                                                                                                                                                     services in reception areas in two
                                                                                                                                                                                                                                                                                                                                                     offices (Aldgate and Stamford Hill)
                                                                                                                                                                                                                                                                                                                                                     where we have high incidents of non-
                                                                                                                                                                                                                                                                                                                                                     English speakers (Bengali and
                                                                                                                                                                                                                                                                                                                                                     Turkish) for all their needs. From
                                                                                                                                                                                                                                                                                                                                                     August '09 we have used Customer
                                                                                                                                                                                                                                                                                                                                                     Insight data to flag in GTxP (Housing
                                                                                                                                                                                                                                                                                                                                                     database) those who require us to
                                                                                                                                                                                                                                                                                                                                                     communicate in alternative formats,
                                                                                                                                                                                                                                                                                                                                                     so that all staff can tailor the service.
                                                                                                                                                                                                                                                                                                                                                     Text Relay has been introduced in
                                                                                                                                                                                                                                                                                                                                                     April '09. We have used our Insight
                                                                                                                                                                                                                                                                                                                                                     data to better target the translation
                                                                                                                                                                                                                                                                                                                                                     material that we provide. We are
                                                                                                                                                                                                                                                                                                                                                     analysing Insight data regarding
                                                                                                                                                                                                                                                                                                                                                     language to consider whether we
                                                                                                                                                                                                                                                                                                                                                     translate a new common tenancy
                                                                                                                                                                                                                                                                                                                                                     agreement. To assist tailoring of
                                                                                                                                                                                                                                                                                                                                                     services, all housing officers have
                                                                                                                                                                                                                                                                                                                                                     been provided with a list of tenants
                                                                                                                                                                                                                                                                                                                                                     who have physical, sensory and
                                                                                                                                                                                                                                                                                                                                                     learning impairments.
                                                                                                                                                                                                                                                                                                                                                     Partnership leasehold handbook has
 3                       Improve business planning through         Mock Inspection Recommendations     3.1) Implement new complaints                   Improve service reporting, monitoring April '09                               Area Directors - Jon Slade, Sam   08/09 £80.5K (This is for delivering Completed                                Implemented in April - reports and
                         regular analysis of complaints and        and Complaints Strategy 2009        system                                          and satisfaction                                                              Scott, Justin King                the project only. As part of the                                              monitoring still being developed.
                         compliments                                                                                                                                                                                                                                   Customer Quick Wins project funded
                                                                                                                                                                                                                                                                       by integration),
                                                                                                                                                                                                                                                                       Ongoing running costs 09/10 GT
                                                                                                                                                                                                                                                                       expects to spend £63.6K (total cost
                                                                                                                                                                                                                                                                       to partnership expected to be £191K,
                                                                                                                                                                                                                                                                       GT to pay 1/3).”

                                                                                                       3.2) Implement soft training                    Improve complaints handling leading    April 2010                             Steve Mullings                    Within existing resources                                                     Ombudsman training delivered, which
                                                                                                       programme to compliment the Gober               to improved customer satisfaction.                                                                                                                                                            will be supported by communications
                                                                                                       training and the recent complaints                                                                                                                                                                                                            training in-house. Discussed with
                                                                                                       training on the new software, to                                                                                                                                                                                                              training officer who will incorporate in
                                                                                                       relevant staff who handle complaints                                                                                                                                                                                                          his training programme.
                                                                                                       in Guinness Trust and Guinness
                                                                                                       3.3) Ensure complaints monitoring               Improve complaints handling leading     Phase 2 of the new software will      Area Directors - Jon Slade, Sam   Within existing resources               Log of learning from complaints       Learning from complaints has been
                                                                                                       system on new software includes                 to improved customer satisfaction.     come into place 2010 and this will run Scott, Justin King                                                                                              shared within staff teams, through
                                                                                                       learning from complaints, including                                                    reports for analyses and monitoring                                                                                                                    excellence in customer service
                                                                                                       impact on service and costs. Until                                                                                                                                                                                                            champion networks, area resident
                                                                                                       this takes effect via Stage 2 of the                                                                                                                                                                                                          panels, area newsletters to residents.
                                                                                                       new software, complaints will be                                                                                                                                                                                                              This will be improved with the new
                                                                                                       monitored in the following ways: Any                                                                                                                                                                                                          reporting facility.
                                                                                                       live complaints to be raised at Area
                                                                                                       level through Area Management
                                                                                                       Team meetings in respective Areas
                                                                                                       and Area Management Team to look
                                                                                                       at lessons learnt, changes/ and cost
                                                                                                       implications. Regional Management
                                                                                                       Team to look at Stage 3 complaints
                                                                                                       each month. Regular reports to
                                                                                                       scrutiny committee.

                                                                                                       3.4) Develop an effective                       Promoting the existence of the         September '09                           Dawn Irvine                      Within existing resources                                                     Draft communications plan produced.
                                                                                                       communication plan for the                      complaints service and encourage
                                                                                                       complaints procedure and                        take-up
                                                                                                       Complaints Service Standards.
                                                                                                                                                       Complaints analyses feeds into         January 2010.                          Dawn Irvine                       Within existing resources                                                     Improvements publicised through
                                                                                                      3.5) Publicise our performance,                  business planning and leads to                                                                                                                                                                area newsletters, and soon on
                                                                                                      customer satisfaction levels and                 tangible changes to services                                                                                                                                                                  website.
 4                       Develop customer involvement              Resident involvement and community 4.1) Develop Mystery Shopping                    Ensure meaningful customer             Pilot mystery shopping exercise July   Tim Gray and Julia Collen         Modest thank you gifts for tenants       Results/analyses of pilot mystery    Pilot being evaluated Aug '09.
                         processes in evaluating and               investment action plan 2009 - 2010 project                                          involvement in all levels of service   2009.                                                                                                            shopping exercise                     Programme of mystery shopping to
                         designing services                                                                                                            provision                                                                                                                                                                                     commence late Sept '09
                                                                                                       4.2) Develop customer engagement                                                       July '09                               Peter Ashby                       Modest additional expenditure for       Customer feedback from asset          Contractor selection training
                                                                                                       in maintenance project                                                                                                                                          tenant expenses for over night          management consultation               delivered to residents who have
                                                                                                                                                                                                                                                                       expenses.                                                                     subsequently been part of the
                                                                                                                                                                                                                                                                                                                                                     contractor selection process.
                                                                                                                                                                                                                                                                                                                                                     Significant input by tenants in asset
                                                                                                                                                                                                                                                                                                                                                     management strategy.
                                                                                                       4.3) Offer flexible choices for                                                        End 2009                                Tim Gray and Julia Collen.       Within existing resources               Log of use of Insight data            Resident Statement was introduced
                                                                                                       customer involvement.                                                                                                                                                                                                                         in 2008. We are using customer
                                                                                                                                                                                                                                                                                                                                                     Insight data to engage with residents
                                                                                                                                                                                                                                                                                                                                                     in their preferred way. Introduced
                                                                                                                                                                                                                                                                                                                                                     customer scrutiny with Board.

                                                                                                       4.4) Develop fact pack for ideas to                                                    December '09                           Dawn Irvine                                                                                                     Developing good practice with Critical
                                                                                                       consider when staff are planning                                                                                                                                                                                                              Friend.
                                                                                                       events, concerning accessibility
 5                                                                 Customer Care Strategy 2009         5.1) Staff well trained and equipped            Excellence in Customer                 Completed                              MD Kathy Mohan                    Out of 552 staff, 535 have had the      Increased customer satisfaction by    All new staff trained on customer
                                                                                                       to provide excellence in customer               Service/Customer Care                                                                                           Gober training @ £600 per head          11% to 81% between 2007 and           service (Gober method) within 6
                                                                                                       service                                                                                                                                                         total: £321,000.                        2009.                                 months. Prior to that, staff are
                                                                                                                                                                                                                                                                       17 remaining staff will cost £10,200.                                         introduced to the method before
                                                                                                                                                                                                                                                                       Any new starter will cost £600 per                                            having their formal training. Well
                                                                                                                                                                                                                                                                       head.                                                                         established champions and sponsors
                                                                                                                                                                                                                                                                                                                                                     network. Excellence in customer
                                                                                                                                                                                                                                                                                                                                                     service awards. Excellence in
                                                                                                                                                                                                                                                                                                                                                     customer service events. Talking
                                                                                                                                                                                                                                                                                                                                                     Neighbourhoods day planned for 1
                                                                                                                                                                                                                                                                                                                                                     October '09.
                                                                                                       5.2) Service Delivery Standards                                                        Completed                              Ian Hutchings                     Leaflets, posters and software costs                                          Completed
                                                                                                       launched                                                                                                                                                        (already quoted).

                                                                                                       5.3) Service delivery performance                                                      2010                                   Ian Hutchings                     Within existing resources                                                     Data collection in progress. First
                                                                                                       compared and shared across the                                                                                                                                                                                                                statistics due October '09.
                                                                                                       Partnership and sector to establish                                                                                                                                                                                                           HouseMark comparisons due in
                                                                                                       and deliver best practice                                                                                                                                                                                                                     2010.
                                                                                                       5.4) Strive to eliminate discrimination                                                August '09                             Ade Odukale                       £2000 for events plus training costs                                          Every member of staff receives
                                                                                                       and promote good relationships with                                                                                                                                                                                                           Equality and Diversity training.
                                                                                                       customers from different racial                                                                                                                                                                                                               Stonewall training planned for 2009
                                                                                                       groups and cultures                                                                                                                                                                                                                           for all staff. Diversity days organised
                                                                                                                                                                                                                                                                                                                                                     across the company in 2009.

 6                       Analyse Customer Insight data to      Resident involvement and community 6.1) Put in place monitoring                         Ensure customer involvement and        Aug-09                                 Ian Hutchings                     Within existing resources                                                     Insight data collection rate now over
                         review accessibility and to determine investment action plan 2009 - 2010 mechanisms and use Insight data to                   consultation is inclusive and                                                                                                                                                                 80%. Focus groups set up in 2009
                         under-represented groups.                                                establish under-represented groups.                  accessible to all                                                                                                                                                                             for the following groups: Black and
                                                                                                                                                                                                                                                                                                                                                     Mixed Ethnicity, disabled persons,
                                                                                                                                                                                                                                                                                                                                                     those with sensory impairment,
                                                                                                                                                                                                                                                                                                                                                     Lesbian, Gay, Bisexual and
                                                                                                                                                                                                                                                                                                                                                     Transgender tenants and youth.
                                                                                                                                                                                                                                                                                                                                                     Outputs to be evaluated.

                                                                                                       6.2) Contact customers in line with             Ensure customer involvement and        Mar-10                                 Ian Hutchings                     Within existing resources               Insight log                           Actively using Insight data in many
                                                                                                       their preferences, to provide                   consultation is inclusive and                                                                                                                                                                 service areas.
                                                                                                       information about options available             accessible to all
                                                                                                       and encourage them to be involved
                                                                                                       as they wish.
                                                                                                       6.3) Use Resident Involvement                   Ensure customer involvement and        Mar-10                                 Ian Hutchings                     Within existing resources               Customer Insight data, Resident       Using Insight data to involve
                                                                                                       Register to pinpoint those customers            consultation is inclusive and                                                                                                                           Involvement Register                  customers that we do not usually
                                                                                                       already involved and therefore to               accessible to all                                                                                                                                                                             hear from in surveys.
                                                                                                       pinpoint customers not involved

 7                       Develop Guinness Trust website            Mock Inspection                     7) To improve the Guinness Trust                Improved access for customers to       October '09                            Dawn Irvine                       1 month secondment                                                            Geoffrey Woodley seconded to work
                                                                                                       website in advance of work on                   services                                                                                                                                                                                      with Dawn Irvine in August '09
                                                                                                       Partnership-wide website
 8                       Improved signage on estates               Mock Inspection                     8) Improve signage at same time as              Improved signage and accessibility     March '10                              Dawn Irvine                       To be confirmed                                                               Programme in place to replace
                                                                                                       update for Partnership logo.                                                                                                                                                                                                                  signage on incremental basis.
                                                                                                                                                                                                                                                                                                                                                     Recommendations of sensory
                                                                                                                                                                                                                                                                                                                                                     impairment group to be incorporated.

 9                       Improve customer scrutiny of              Mock Inspection                     9) Review with tenants                          Agreed new framework including         September '09                          Asit Acharya                      Within existing resources                                                     Consultation with tenants July '09.
                         performance                                                                                                                   scrutiny                                                                                                                                                                                      Recommendation going to
                                                                                                                                                                                                                                                                                                                                                     September Board.

                                                      EQUALITY and DIVERSITY
Reference Number         Issue to be                              Who raised the issue?             Action to take                             Desired outcome                          Target date Original Updated   Lead                                    Resources Required (Staff, £,          Evidence Available Required             Progress report
                         addressed                                                                                                                                                                                                                             Partners)
1                        Set clear challenging targets to collect Mock Inspection Recommendations   1.1) Achieve 60% of collection of          Better information on our customers'     31st March '09                 Area Directors - Jon Slade, Sam         Staff time, including overtime                                                 Target exceeded and over 80%
                         customer profile information and         and London plan 09/10             Customer Insight data by March '09         needs to tailor services                                                Scott, Justin King                                                                                                     collected by July '09.
                         establish robust procedures for all
                         staff to keep the information up to                                        1.2) Achieve 90% collection of             Better information on our customers'     March '10                      Area Directors - Jon Slade, Sam         Within existing resources                                                      Currently achieving 74% collection
                         date.                                                                      Customer Insight data by March '10         needs to tailor services                                                Scott, Justin King                                                                                                     rate. Housing Officer’s have personal
                                                                                                                                                                                                                                                                                                                                              targets to reach the 90%.
                                                                                                    1.3) Report to Area Panels on              Customers can scrutinize our             December '09                   Area Directors - Jon Slade, Sam         Staff time plus associated cost not yet Project evidence such as invitations   Target of 80% which Guinness Trust
                                                                                                    progress                                   approach to Customer Insight                                            Scott, Justin King                      known.                                  to workshop, correspondence with       South East has achieved 90% target
                                                                                                                                                                                                                                                                                                       group and minutes of                   now set and progress is being made
                                                                                                                                                                                                                                                                                                       meetings/workshop are available in     to achieve by March 2010. Action No.
                                                                                                                                                                                                                                                                                                       the Horley office                      has been completed. Recollection
                                                                                                                                                                                                                                                                                                                                              and use of Customer Insight data.

                                                                                                    1.4) Review methods of collecting          Better information to tailor services    February '09                   Area Directors - Jon Slade, Sam         Within existing resources                                                      Questionnaire completed by all new
                                                                                                    data to include completing                                                                                         Scott, Justin King                                                                                                     tenants on sign up. In order to monitor
                                                                                                    questionnaires at sign up                                                                                                                                                                                                                 this more thoroughly, Ade requesting
                                                                                                                                                                                                                                                                                                                                              report from IT that matches new
                                                                                                                                                                                                                                                                                                                                              tenants' Customer Insight data Aug
                                                                                                    1.5) Analyse and make available data Communicate with residents in an               From April '09                 Ade Odukale                             Within existing resources              Insight evidence log                    From April '09 we are using the
                                                                                                    to ensure staff can tailor services      appropriate and preferred method of                                                                                                                                                              Insight data in many ways for example
                                                                                                    more efficiently to groups identified in communication.                                                                                                                                                                                   sensory impairment project,
                                                                                                    the data.                                                                                                                                                                                                                                 consultation/surveys, invitations to
                                                                                                                                                                                                                                                                                                                                              service improvement teams,
                                                                                                                                                                                                                                                                                                                                              correspondence methods,
                                                                                                                                                                                                                                                                                                                                              translations, visits to people identified
                                                                                                                                                                                                                                                                                                                                              as having specific requirements.

                                                                                                    1.6) Explore the potential to provide      To undertake a pilot to tailor our     October '09                      Joanne Knox                                                                    Workshops with customers,               Questionnaire designed re preferred
                                                                                                    tailor made services to customers          services to meet the needs of visually                                                                                                                 contractors and Royal National          communication, adaptations/
                                                                                                    identifying themselves as having           and hearing impaired customers.                                                                                                                        Institute for the Blind and Royal       alterations required. Pilot in the South
                                                                                                    visual or hearing impairments in the                                                                                                                                                              National Institute for the Deaf         area with visits to all visually and
                                                                                                    South Area.                                                                                                                                                                                                                               hearing impaired customers. Sensory
                                                                                                                                                                                                                                                                                                                                              workshop for staff in August '09. Pilot
                                                                                                                                                                                                                                                                                                                                              to be evaluated and action list agreed
                                                                                                                                                                                                                                                                                                                                              by October '09.

2                        Set up procedures to ensure that         Mock Inspection Recommendations   2.1) Set up flagging system on GTxP  Staff to be aware of customers'                July '09                       Ade Odukale                             Within existing resources              A guide is now available and list of   Guide in place and training completed
                         customers preferred methods of           and London plan 09/10             (Housing database).                  individual requirements at point of                                                                                                                          staff trained on the customer flagging on flagging.
                         communication are automatically                                                                                 contact                                                                                                                                                      process.
                         checked by staff prior to contacting                                       2.2) Review and update procedures to Procedures remind staff to use                                                Ade Odukale                             Staff time and cost of producing                                              Ade Odukale to take to Partnership
                         customers or before responding to                                          incorporate use of Customer Insight  Customer Insight data                                                                                                 procedure literature.                                                         Equality and Diversity Group and
                         customer contact                                                           data.                                                                                                                                                                                                                                    Customer Insight Group.

                                                                                                    2.3) Ensure all staff aware of the         Procedures remind staff to use                                          Ade Odukale                             Within existing resources                                                      Ade Odukale to take to Partnership
                                                                                                    revised policy and procedures.             Customer Insight data                                                                                                                                                                          Equality and Diversity Group and
                                                                                                                                                                                                                                                                                                                                              Customer Insight Group.

3                        Monitor that customers preferred         Mock Inspection Recommendations   3.1) Make use of mystery shopping          Identify and remove barriers to ways     Nov-09                         Tim Gray                                Within existing staff resources +                                              Mystery shopping pilot completed.
                         methods of communication are being                                         and/or customer surveys to achieve         in which customers access services                                                                              customer expenses and modest gift                                              Evaluation of pilot due Aug '09. To be
                         checked and provided.                                                      this                                       to ensure equal access.                                                                                                                                                                        incorporated in plan for mystery
                                                                                                                                                                                                                                                                                                                                              shopping moving forward.

                                                                                                    3.2) Review mystery shopping in        Identify and remove barriers to ways         February '10                   Tim Gray                                Within existing resources
                                                                                                    consultation with customers, partners, in which customers access services
                                                                                                    staff and stakeholders.                to ensure equal access.

4                        Check each service for potential direct Mock Inspection Recommendations    4) Carry out Equality Impact               Identify and address negative            Mar-10                         Customer Policy Team for new            Within existing staff resources.                                               Equality impact assessment training
                         or indirect discrimination                                                 Assessment Screening for new               outcome from the Equality Impact                                        Partnership policies and procedures -                                                                                  delivered. Focus groups held for
                                                                                                    policies.                                  Assessments.                                                            Nick Mardon, and operational                                                                                           youth, Black and Mixed Ethnicity,
                                                                                                                                                                                                                       managers for local changes to                                                                                          Lesbian, Gay, Bisexual and
                                                                                                                                                                                                                       services i.e.. Area Directors - Jon                                                                                    Transgender. Analysis to be carried
                                                                                                                                                                                                                       Slade, Sam Scott, Justin King                                                                                          out.

5                        Develop detailed and regular Equality Mock Inspection Recommendations      5.1) Devise training and determine       To raise staff awareness and promote March '10                            Steve Mullings - Training and           Within existing resources and external Required: Training records held by      Each staff member had appraisal
                         and Diversity training (for Board                                          who is to deliver the training (in house equality in service delivery.                                             Development Manager, High               training cost to be confirmed.         Personnel.                              target to attend at least one new
                         members, staff, resident                                                   or external)                                                                                                       Wycombe.                                                                                                               Equality and Diversity course 09/10.
                         representatives and contractors)                                                                                                                                                                                                                                                                                     New equality and diversity training to
                                                                                                                                                                                                                                                                                                                                              be launched Sept '09 for all staff. In
                                                                                                                                                                                                                                                                                                                                              addition Lesbian, Gay, Bisexual and
                                                                                                                                                                                                                                                                                                                                              Transgender training being delivered
                                                                                                                                                                                                                                                                                                                                              by Stonewall 2009/10.

                                                                                                    5.2) Evaluate the training by checking To raise staff awareness and promote May '10                                Ade Odukale
                                                                                                    that customers are benefiting by       equality in service delivery.
                                                                                                    carrying out a mystery shop and/or
                                                                                                    customer surveys, and by reviewing
                                                                                                    training in staff appraisals

6                        Ensure that Guinness Trust has in        Mock Inspection Recommendations   6.1) Ensure that the Guinness Trust        To raise staff awareness and promote September '09                      Asit Acharya                            Within existing resources
                         place clear equality priorities and                                        Service Improvement Plan                   equality in service delivery.
                         targets for all six equality strands.                                      incorporates targets for achieving
                         Produce annual Equality and                                                equality of service for the six equality
                         Diversity report, in consultation with                                     strands.
                         residents, staff, partners and
                         stakeholders to reflect progress.                                          6.2) Develop and publish information       Information containing commitments       Mar-10                         Ade Odukale                             Staff Time and Publication Costs.      Communication Team to publish           Draft in circulation August '09. Work
                                                                                                    and strategies on the six strands          available on website, published in                                                                                                                     information on the website and          currently in progress on Equality and
                                                                                                                                               newsletter and information can be                                                                                                                      produce a copy of the report.           Diversity plan for 09/10.
                                                                                                                                               2. Evidence that information is used
                                                                                                                                               when reviewing services.

7                        Raise profile of Equality and Diversity Mock Inspection Recommendations    7) Involvement of customers                Improved awareness.                      July '09                       Ade Odukale                             Within existing resources                                                      Diversity days organised in
                         amongst customers                                                                                                                                                                                                                                                                                                    Pansanger, Brighton, Brixton, Aldgate
                                                                                                                                                                                                                                                                                                                                              and Hackney 08/09.
8                        Collate information to show how the      Mock Inspection Recommendations                                              Improved awareness for Board, staff      Mar-10                         Dawn Irvine - Communications            Staff Time.                            Table to show comparison between        Diversity days organised for staff and
                         Board, staff and contractors reflect                                                                                  and contractors                                                         Manager, Sue Giles - Personnel          Cost of producing and sending out      staff and customers.                    tenants in Pansanger, Brighton and
                         the diversity of our customers.                                                                                                                                                               Manager and Ade Odukale                 information.                                                                   London in 08/09.
                                                                                                    Collate information to show how            Ensuring that the balance of all staff   October '09                    Ade Odukale                             Within existing resources              Table to show comparison between        Data available. Analysis to be carried
                                                                                                    Board, staff, resident groups and          and contractors reflects the                                                                                                                           staff and customers.                    out.
                                                                                                    partners/contractors diversity             communities we serve.
                                                                                                    compares to customer/census
                                                                                                    Collate and publish an annual              Ensuring that the balance of all staff   April '10                      Sue Giles                               Within existing resources                                                      Report currently only available for
                                                                                                    employment monitoring report in            reflects the communities we serve.                                                                                                                                                             ethnicity. Report being written to cover
                                                                                                    relation to all six strands.                                                                                                                                                                                                              other strands.
9                        Set up a monitoring system to ensure Mock Inspection Recommendations       9) Set up monitoring system.               Ensuring that the balance of all         October '09                    Justin King                             Within existing resources                                                      Our largest contractors who complete
                         that contractors Equality and Diversity                                                                               contractors reflects the communities                                                                                                                                                           the majority of works orders have
                         policies are in line with Guinness                                                                                    we serve.                                                                                                                                                                                      supplied Equality and Diversity
                         Trust.                                                                                                                                                                                                                                                                                                               policies. Ron Greatorex reviewing
                                                                                                                                                                                                                                                                                                                                              these and chasing outstanding
10                       Provide all repairs call-centre staff    Mock Inspection Recommendations   10) Training plan required.                Increased Customer Satisfaction          November '09                   Justin King                             Within existing resources              Staff trained                           Refresher training arranged for
                         with appropriate refresher training to                                                                                                                                                                                                                                                                               October 2009. ID cards and stickers
                         ensure that they can react quickly to                                                                                                                                                                                                                                                                                for telephones have been provided.
                         the needs of non-English speaking
                         customers including reception staff.

                                                                  VALUE FOR MONEY

Reference Number         Issue to be                              Who raised the issue?             Action to take                           Desired outcome                           Target date Original Updated   Lead                                   Resources Required (Staff, £,           Evidence Available Required   Progress report
                         addressed                                                                                                                                                                                                                           Partners)
1                        Value for Money performance              Value for Money - Service         1.1) Establish relative costs from       Decision making and setting priorities Jan '10                           Value for Money - Service              Within existing resources                                             The Guinness Partnership has
                         measurement and management;              Improvement Team                  benchmarking (Repairs, Housing,          based on understanding of high and                                       Improvement Team + J.Chatterton                                                                              rejoined HouseMark and data is
                         gathering information and building                                         Services, Planned Maintenance via        low cost areas                                                                                                                                                                        currently being collected and input to
                         intelligence.                                                              HouseMark); launch findings with                                                                                                                                                                                               enable cost benchmarking via
                                                                                                    'effective use of benchmarking'                                                                                                                                                                                                HouseMark. Benchmarking data will
                                                                                                    training                                                                                                                                                                                                                       be available in December 2009.
                                                                                                                                                                                                                                                                                                                                   Internal benchmarking between
                                                                                                                                                                                                                                                                                                                                   companies within The Guinness
                                                                                                                                                                                                                                                                                                                                   Partnership is already in place.
                                                                                                                                                                                                                                                                                                                                   procurement is to be reviewed across
                                                                                                                                                                                                                                                                                                                                   Guinness Trust and a new interim
                                                                                                                                                                                                                                                                                                                                   Head of Asset Management is being
                                                                                                                                                                                                                                                                                                                                   appointed to lead that review in
                                                                                                                                                                                                                                                                                                                                   September '09.
                                                                                                    1.2) Analyse data to identify heavy  To support a more proactive                   Oct '09 and review May '10     Abidemi Talabi + Frank Harding         Within existing resources                                             Meeting in August '09 to identify what
                                                                                                    users of the responsive repairs      approach to managing repairs                                                                                                                                                              reports are already available from
                                                                                                    service to better target planned     demand                                                                                                                                                                                    GTxP (Housing database) and specify
                                                                                                    maintenance; visit sample to                                                                                                                                                                                                   new reports if necessary.
                                                                                                    determine causes and carry out catch
                                                                                                    up repairs; monitor impact on
                                                                                                    demand; and reduce costs

                                                                                                    1.3) Analyse pattern of void costs by Business intelligence about key cost                                        Abidemi Talabi + Frank Harding         Within existing resources                                             Consultants report obtained and will
                                                                                                    key variables including area, property area to inform development of Value                                                                                                                                                     be discussed August '09 with
                                                                                                    type, age                              for Money initiatives                                                                                                                                                                   Abidemi Talabi and Frank Harding

                                                                                                    1.4) Review of Budget setting and        Greater awareness of operational cost Sept '11                           Phillipa Campbell (Finance Director)   Within existing resources                                             Deferred to '11/'12 budget cycle due
                                                                                                    Management (Zero based budgeting         of delivery, to enable redirection of                                                                                                                                                 to Guinness Trust/Guinness
                                                                                                    and review of budgetary control by       resources to priority areas                                                                                                                                                           Midsummer merger. To be raised with
                                                                                                    managers) - training and awareness                                                                                                                                                                                             Phillipa Campbell by Abidemi Talabi
                                                                                                    on budgeting
                                                                                                    1.5) Inclusion of budgetary                                                        April '10                      Abidemi Talabi                         Personnel (time and training costs to                                 To be incorporated in the training
                                                                                                    knowledge as part of operational                                                                                                                         be confirmed)                                                         plan for 2010
                                                                                                    managers competence

                                                                                                    1.6) Review Performance information Performance measure calculated,       Dec '10                                 Abidemi Talabi + Frank Harding         Within existing resources                                             Abidemi Talabi and Frank working
                                                                                                    to incorporate Value for Money       derived and communicated to all and                                                                                                                                                       with John Chatterton and Alan
                                                                                                    measures                             managers are required to monitor                                                                                                                                                          Petherbridge on benchmarking data
                                                                                                                                         usage                                                                                                                                                                                     and reporting
                                                                                                    1.7) Evidence log of Value for Money To evidence achievements in delivery July '09                                Abidemi Talabi + Frank Harding         Within existing resources               Value for Money log           In place and shared with Service
                                                                                                    initiatives and assessment of impact of Value for Money strategic aims                                                                                                                                                         Improvement Team.

                                                                                                    1.8) Establish the average hourly cost To assist in measuring the impact of        Oct '09                        Abidemi Talabi + Frank Harding         Within existing resources                                             Meeting to be progressed in August
                                                                                                    per staff member for Guinness Trust staffing efficiencies (e.g. sickness                                                                                                                                                       09 between Abidemi Talabi and
                                                                                                                                            levels); to enable broad costing of                                                                                                                                                    Frank
                                                                                                                                            specific initiatives; to assist decision
                                                                                                                                            making when allocating staff
                                                                                                    1.9) Establish unit cost of             To understand relative costs,              Oct '09                        Abidemi Talabi + Frank Harding         Within existing resources                                             Project progressed by Katherine
                                                                                                    transactions (rent payments, legal      supporting moves to more efficient                                                                                                                                                     Rudkin in finance
                                                                                                    actions, others)                        methods (e.g. migration to Direct
                                                                                                                                            Debit payments)
                                                                                                    1.10) Establish and benchmark           To enable decision whether to              Dec '09                        Abidemi Talabi + Frank Harding         Within existing resources                                             To be discussed at meeting with
                                                                                                    permanent and temporary staff           develop recruitment efficiency                                                                                                                                                         Frank and Abidemi Talabi
                                                                                                    recruitment costs                       initiative
                                                                                                    1.11) Review current identification     Baseline intelligence leading to           Dec '09                        Abidemi Talabi + Frank Harding         Within existing resources                                             Already in place in Hackney and
                                                                                                    and collection of recharges to          revised approach delivering Value for                                                                                                                                                  timetable to be set for rest of
                                                                                                    tenants.                                Money                                                                                                                                                                                  Guinness Trust
2                        Procurement of repairs, services and     Mock Inspection Recommendations   2.1) Benchmark average training         Intelligence about who is getting          Jan '10                        Steve Mullings                         Within existing resources                                             Abidemi Talabi to discuss with Steve
                         resources                                                                  costs (per day, per staff)              trained for what and how, as basis for                                                                                                                                                 Mullings
                                                                                                                                            training impact assessment
                                                                                                    2.2) Measure training impact (does it To have a greater understanding of                                          Steve Mullings                         Within existing resources
                                                                                                    get analysed or used intelligently) and the expenditure on training to enable
                                                                                                    review to assess Value for Money.       resources to be directed to achieve
                                                                                                                                            business priorities
                                                                                                    2.3) Establish baseline analysis of     Greater intelligence about cost of         Jan '10                        Head of Asset Management, Centre       Within existing resources               Procurement log               Centre of Procurement Excellence
                                                                                                    current external                        procurement to enable potential                                           of Procurement Excellence - Helen                                                                            produce X amount of savings in
                                                                                                    suppliers/contractor/services           rationalisation/ procurement of repairs                                   Anderson                                                                                                     2008/09. Interim Head of Asset
                                                                                                    expenditure for all external            and services                                                                                                                                                                           Management to be appointed Sept
                                                                                                    contractors. (b). Option appraisal of                                                                                                                                                                                          '09
                                                                                                    repairs procurement
                                                                                                    2.4) Option appraisal of repairs                                                                                  Head of Asset Management, Centre       Within existing resources               Procurement log               Centre of Procurement Excellence
                                                                                                    procurement                                                                                                       of Procurement Excellence - Helen                                                                            produce X amount of savings in
                                                                                                                                                                                                                      Anderson                                                                                                     2008/09. Interim Head of Asset
                                                                                                                                                                                                                                                                                                                                   Management to be appointed Sept
                                                                                                    2.5) Develop 'whole life costing'         Pro-active approach to supply chain                                     Head of Asset Management, Centre       Within existing resources               Procurement log               Centre of Procurement Excellence
                                                                                                    approach to procurement, initially       management via joint working                                             of Procurement Excellence - Helen                                                                            produce X amount of savings in
                                                                                                    applied to building components           between Guinness Trust departments                                       Anderson                                                                                                     2008/09. Interim Head of Asset
                                                                                                                                                                                                                                                                                                                                   Management to be appointed Sept
                                                                                                    2.6) Analyse estate services contracts   Clear understanding of potential for      Mar '10                        Area Directors - Jon Slade, Sam        Within existing resources                                             London team to complete by March
                                                                                                    (e.g. cleaning, grounds                  Value for Money improvement to                                           Scott, Justin King                                                                                           '10 within London Plan and cycle for
                                                                                                    maintenance); appraise options for       enable rationalisation and efficiency                                                                                                                                                 South and East to be decided
                                                                                                    rationalisation of each procurement      gains
                                                                                                    (Service Improvement Team, housing
                                                                                                    management and resident

3                        Communicating and Embedding a            Mock Inspection Recommendations   3.1) Develop and deliver a staff    1. All staff understand Value for              Dec '09                        Jonathan Hewlings                      Within existing resources                                             Managers Day for all managers in
                         Value for Money culture for staff                                          communication plan, including Value Money is "part of the day job", and                                                                                                                                                        Guinness Trust held June '09
                                                                                                    for Money on team meeting agendas how they will help achieve it                                                                                                                                                                incorporating Value for Money
                                                                                                    3.2) Induction training to cover Value 2. New staff understand Guinness            Mar '10                        Steve Mullings                         Within existing resources                                             Abidemi Talabi to discuss with Steve
                                                                                                    for Money                              Trust's commitment to Value for                                                                                                                                                         Mullings Aug '09
                                                                                                                                           Money and their responsibility in
                                                                                                    3.3) Include Value for Money           3. New managers have Value for              Mar '10                        Sue Giles - Personnel                  Within existing resources                                             Abidemi Talabi to discuss with Sue
                                                                                                    competencies within recruitment for    Money awareness and are able to                                                                                                                                                         Giles Aug '09
                                                                                                    organisational manager level           contribute to delivery of Guinness
                                                                                                                                           Trust's Value for Money aims
                                                                                                    3.4) Include Value for Money within    4. To enable managers take                  Mar '10                        Steve Mullings                         Within existing resources                                             The 2009/10 Business objective
                                                                                                    staff performance review; incorporate systematic approach to setting                                                                                                                                                           cascaded down via the annual
                                                                                                    Value for Money within management targets, assessing current                                                                                                                                                                   Performance review requires each
                                                                                                    development training                   performance and monitor ongoing                                                                                                                                                         staff to come up with a Value for
                                                                                                                                           progress                                                                                                                                                                                Money initiative that can be
                                                                                                    3.5) Develop a Staff Value for Money     Reinforce message that Value for          Dec '09                        Jonathan Hewlings                      Within existing resources                                             Jonathan developing with
                                                                                                    Suggestion scheme, with provision for    Money is for all staff, obtain viable                                                                                                                                                 communications team as part of
                                                                                                    recognition/ reward                      suggestions, reward achievement                                                                                                                                                       communications plan.
                                                                                                    3.6) Review systems to monitor            To assess staff productivity, to         Mar '10                        Sue Giles - Personnel                  Within existing resources                                             Abidemi Talabi to discuss with Sue
                                                                                                    sickness absence, staff attendance       enable efficiency improvements                                                                                                                                                        Giles Aug '09
                                                                                                    and working hours including
                                                                                                    information to line managers with a
                                                                                                    target of reducing by 10%

                                                                                                    3.7) Raise Value for Money                Value for Money is embedded into         Mar '10                        Abidemi Talabi                         Within existing resources                                             Abidemi Talabi has a regular slot at
                                                                                                    awareness among all Service              Guinness Trust's Service                                                                                                                                                              Service Improvement Team team
                                                                                                    Improvement Teams                        Improvement Planning approach                                                                                                                                                         leaders meeting.
4                        Joint Procurement, Partnership and       Mock Inspection Recommendations   4.1) Establish an approach to             Highlighting area of good practice       April '10                      Jeff Baker and Community               Within existing resources
                         partners working                                                           capturing inward investment through                                                                               investment managers - Julia Collen,
                                                                                                    working with other partners (funding,                                                                             Tim Gray, Joy Odiatu
                                                                                                    Bids and Grants)                         Identifying potential for the             April '10                      Jeff Baker and Community               Within existing resources
                                                                                                                                             Partnership                                                              investment managers - Julia Collen,
                                                                                                                                                                                                                      Tim Gray, Joy Odiatu
                                                                                                                                             To quantify the benefit of fundraising    April '10                      Jeff Baker and Community               Within existing resources
                                                                                                                                             and economic development activities                                      investment managers - Julia Collen,
                                                                                                                                             and resources                                                            Tim Gray, Joy Odiatu

                                                                                                                                              Identifying potential for future         April '10                      Jeff Baker and Community               Within existing resources               Community investment log      Community investment teams are
                                                                                                                                             partnering work                                                          investment managers - Julia Collen,                                                                          actively engaged in attracting inward
                                                                                                                                                                                                                      Tim Gray, Joy Odiatu                                                                                         investment and capture this in a log

                                                                                                    4.2) Involve active residents in joint    Better understanding of residents'       June '09                       Value for Money -Service               Within existing resources                                              There are two resident
                                                                                                    working with Value for Money -           priorities                                                               Improvement Team, Community                                                                                  representatives on the Value for
                                                                                                    Service Improvement Team                                                                                          Investment Managers - Julia Collen,                                                                          Money-Service Improvement Team
                                                                                                                                                                                                                      Tim Gray, Joy Odiatu
5                        Resident Involvement - Value for         Mock Inspection Recommendations   5.1) Value for Money awareness,           Residents to understand Guinness       March '10                         Jonathan Hewlings                     Within existing resources                                              News article on Value for Money will
                         Money                                                                      reinvestment priorities and feedback     Trust is addressing Value for Money,                                                                                                                                                  be out to residents by end of
                                                                                                    initiative with the wider Resident       feedback to drive priorities, encourage                                                                                                                                               August'09 and ongoing
                                                                                                    population                               engagement and viable suggestions                                                                                                                                                     communication to be part of
                                                                                                                                                                                                                                                                                                                                   communication plan.
                                                                                                    5.2) Establish Communication Plan         Provide mechanism to achieve             Dec '09                        Jonathan Hewlings
                                                                                                                                             awareness raising and engagement

6                        year on year value for money savings Corporate Management Team             6.1) Identify 5% savings on pay roll     Reduce outgoings in light of negative Sept '09                           Kathy Mohan (Guinness Trust                                                                                  All Regional Management Team
                                                                                                    and 2.5% on overheads                    Retail Price Index leading rent                                          director)                                                                                                    asked to identify savings by August

                                                               STOCK INVESTMENT and ASSET MANAGEMENT

 Reference Number        Issue to be                           Who raised the issue?             Action to take                          Desired outcome                        Target date Original Updated   Lead                               Resources Required (Staff, £,            Evidence Available Required            Progress report
                         addressed                                                                                                                                                                                                                Partners)

 1                       Provide high quality responsive       Mock Inspection recommendation    1.1) Evaluate the existing multi-      Guinness Trust can demonstrate          January 2010                   Head of Asset Management and       Initial evaluation of different models   Minutes of meeting                     The team have identified 6 potential
                         repairs service                                                         contract arrangements.                 the process to procure day to day                                      Joanne Knox                        by which to procure contracts.                                                  models through which to deliver our
                                                                                                                                        repair contractors is transparent,                                                                        Staff resources of 20 hours.                                                    responsive repairs service.
                                                                                                                                        provides Value for Money, and                                                                             Initial evaluation of what our                                                  Organisations operating each model
                                                                                                                                        provides the quality and flexibility of                                                                   customers want contracts to                                                     have been identified. Staff and
                                                                                                                                        service delivery our customers want                                                                       consist of. Staff resources of 20                                               customer visits are being arranged
                                                                                                                                        Guinness Trust can have real                                                                              hours. Head of Asset Management                                                 to evaluate the experiences for both
                                                                                                                                        control over penalties with a range                                                                       funded from existing resources                                                  the organisations and customers.
                                                                                                                                        of 'carrots and sticks' for monitoring
                                                                                                 1.2) Re-tender responsive repairs      performance                             August 2010                    Head of Asset Management           To be determined after phase 1 is                                               As above
                                                                                                 service considering different models The 'product' on offer is a desirable (Phase 2)                                                             complete
                                                                                                 (multi vs. single contractor) and      one, and one which Guinness Trust
                                                                                                 Value for Money                        is clear of in terms of 'what we want'
 2                       Appointments                          Mock Inspection recommendation    2.1) Investigate the opportunities for Customer receive appointment            August 2010                    Joanne Knox                        To be determined after phase 1 is                                               Pending review of contracts, pilot
                                                                                                 providing appointments at first point times for all day-to-day repair works (Phase 2)                                                            complete                                                                        was undertaken for booking
                                                                                                 of contact.                            Contractors to provide flexible                                                                                                                                                           appointments for repairs carried out
                                                                                                                                        appointment times                                                                                                                                                                         by our own staff. Pilot has
                                                                                                                                                                                                                                                                                                                                  highlighted technical IT issues and
                                                                                                                                                                                                                                                                                                                                  training issues around IT, which are
                                                                                                                                                                                                                                                                                                                                  being followed up. Appointments
                                                                                                                                                                                                                                                                                                                                  with contractors discussed at
                                                                                                                                                                                                                                                                                                                                  August Service Improvement Team
                                                                                                                                                                                                                                                                                                                                  and views will be part of the
                                                                                                                                                                                                                                                                                                                                  specification of the new service.
                                                                                                                                                                                                                                                                                                                                  Discussions to be had with policy
                                                                                                 2.2) Monitor and manage contractor Improvement in the number of                Dec-10                         Justin King                        To be determined after phase 1 is                                               Post Repair Satisfaction Survey
                                                                                                 performance in keeping to          appointments being kept                                                                                       complete. In the mean time request                                              includes this question, so we can
                                                                                                 appointment times                                                                                                                                greater analysis of post repair                                                 monitor performance. At the
                                                                                                                                                                                                                                                  satisfaction surveys by contractor                                              September South East
                                                                                                                                                                                                                                                  from the Customer Policy Team.                                                  Maintenance Managers Meeting
                                                                                                                                                                                                                                                                                                                                  they will be analysing trends and
                                                                                                                                                                                                                                                                                                                                  putting in place an action plan.
                                                                                                 2.3) Benchmark performance              To aim for performance in the top      December '09                   Joanne Knox                        Within existing resources                                                       Have rejoined HouseMark and are
                                                                                                 against top quartile organisations      quartile                                                                                                                                                                                 expecting fill benchmarking data
                                                                                                                                                                                                                                                                                                                                  late Autumn.

 3                       Completed first time                  Mock Inspection recommendation    3.1) Increase the number of works       Value for Money achieved and       August 2010                        Joanne Knox                        To be determined after phase 1 is        Big Contractor's League Table,         Regional Repairs Desk are calling
                                                                                                 completed in first visit.               customer satisfaction increased as (Phase 2)                                                             complete. In the mean time request       Regional Repairs Desk statistics       back emergency work orders to
                                                                                                                                         more work can be completed in one                                                                        greater analysis of post repair          showing calls made, and                check with our customers their
                                                                                                                                         visit.                                                                                                   satisfaction surveys by contractor       successful contact.                    repairs have been completed to
                                                                                                                                                                                                                                                  from the Customer Policy Team.                                                  their satisfaction.

                                                                                                 3.2) Set targets and action plans to Standardised materials readily            August 2010                    Chris Wait                         Within existing resources. IT to         Questionnaire and final report         Chris Wait seconded to progress
                                                                                                 improve contractor knowledge of      available and contractors managing                                                                          facilitate access for contractors to                                            Promaster database. Chris to follow
                                                                                                 stock and materials and the number their stock levels.                                                                                           Pro-master.                                                                     up appropriate sharing with
                                                                                                 of works 'completed in first visit'                                                                                                                                                                                              contractors.
                                                                                                                                                                                                                                                                                                                                  Questionnaire being sent to
                                                                                                                                                                                                                                                                                                                                  contractors requesting information
                                                                                                                                                                                                                                                                                                                                  as to how Guinness Trust can
                                                                                                                                                                                                                                                                                                                                  support stock controls/ completed
                                                                                                                                                                                                                                                                                                                                  first time.
                                                                                                                                                                                                                                                                                                                                  Recommendations along with IT
                                                                                                                                                                                                                                                                                                                                  requirements presented to Asset
                                                                                                                                                                                                                                                                                                                                  Management post for consideration
                                                                                                                                                                                                                                                                                                                                  in a report.
                                                                                                 3.3) Improve the information        To reduce the number of queries          Dec-10                           Ron Greatorex                      £1,000 for design, printing and          Example card                           A draft template has been produced
                                                                                                 provided to customers for temporary whilst resident waits for full repair to                                                                     distribution costs                                                              and will be used and implemented
                                                                                                 repairs                             be completed.                                                                                                                                                                                over the next four months. Letter
                                                                                                                                                                                                                                                                                                                                  and example cards sent to principle
 4                       Improve repair response               Mock Inspection recommendation    4) To consider our repair timescales To meet or exceed the new                 Dec-09                         Ian Prendergast                    Initially to investigate options staff   Emergency Repair time-scales           Partnership-wide discussions have
                         timescales                                                                                                   Partnership standard.                                                                                       time at five hours.                                                             been had within the Rapid
                                                                                                                                                                                                                                                  To implement changes in response                                                Application and Design group.
                                                                                                                                                                                                                                                  categories unquantified.                                                        Monitoring of contractor
                                                                                                                                                                                                                                                                                                                                  performance within target time
                                                                                                                                                                                                                                                                                                                                  takes place by the Board down to
                                                                                                                                                                                                                                                                                                                                  local teams. New report produced
                                                                                                                                                                                                                                                                                                                                  to enable monitoring of emergency
                                                                                                                                                                                                                                                                                                                                  repairs showing within how many
                                                                                                                                                                                                                                                                                                                                  hours the repair was carried out.
                                                                                                                                                                                                                                                                                                                                  The Service Improvement Team
                                                                                                                                                                                                                                                                                                                                  have made recommendations for 2
                                                                                                                                                                                                                                                                                                                                  additional categories, "Tenant
                                                                                                                                                                                                                                                                                                                                  Preference" and "Vulnerable"

 5                       Vulnerability                         Mock Inspection recommendation    5.1) Review the procedures for          Use Customer Insight information to July '09                          Joanne Knox                        Within existing resources                                                       Customer Insight data at over 80%
                                                                                                 responding to repair requests from      inform decisions based on                                                                                                                                                                now and being used and GTxP
                                                                                                 vulnerable customers                    vulnerability.                                                                                                                                                                           (Housing database) flagging being
                                                                                                                                                                                                                                                                                                                                  used to identify individual
                                                                                                                                                                                                                                                                                                                                  requirements at the point of issuing
                                                                                                                                                                                                                                                                                                                                  a repair.
                                                                                                                                         Produce guidance for staff to aid      December '09                   Joanne Knox                        Within existing resources                Note to staff with vulnerability       Vulnerability flags now active on
                                                                                                                                         definition of vulnerability and                                                                                                                   definition.                            GTxP (Housing database) since
                                                                                                                                         appropriate response.                                                                                                                                                                    July '09
                                                                                                 5.2) Review the priorities and review                                                                         Joanne Knox                                                                                                        August Service Improvement Team
                                                                                                 appropriateness of response.                                                                                                                                                                                                     have discussed and proposed a 5th
                                                                                                                                                                                                                                                                                                                                  category for repair called
                                                                                                                                                                                                                                                                                                                                  "Vulnerable" where staff can lift from
                                                                                                                                                                                                                                                                                                                                  the normal priorities to expediate.
                                                                                                                                                                                                                                                                                                                                  Justin to follow up with Repairs
                                                                                                                                                                                                                                                                                                                                  Strategy Group.

 6                       Website                               Mock Inspection recommendation    6.1) Review the adequacy of             Better access to information on the    October '09                    Dawn Irvine                                                                                                        Geoffrey Woodley seconded and
                                                                                                 information on reporting emergency      website.                                                                                                                                                                                 working on this August '09.
                                                                                                 6.2) Review the options for an          Full interactive, and easy to use      August '10                     Dawn Irvine                        Option 1 - approximately £6,000                                                 Has been discussed and reviewed
                                                                                                 interactive pictorial service,          web-site for customers to access                                                                         Option 2 - approximately £20,000                                                at August project group reviewing
                                                                                                 diagnosis and reporting facility.       the repairs service.                                                                                     Both with additional annual service                                             the website. Partnership
                                                                                                                                                                                                                                                  charges.                                                                        discussions regarding website on-
                                                                                                                                                                                                                                                                                                                                  For the Guinness Trust two options
                                                                                                                                                                                                                                                                                                                                  are available, one providing
                                                                                                                                                                                                                                                                                                                                  intermediate access to Repairs
                                                                                                                                                                                                                                                                                                                                  Finder, the second providing full
                                                                                                                                                                                                                                                                                                                                  access. Currently evaluating the
                                                                                                                                                                                                                                                                                                                                  popularity of Guinness
                                                                                                                                                                                                                                                                                                                                  Midsummer's model.

 7                       Aids and Adaptations                  Mock Inspection recommendation    7.1) Review Aids and Adaptation         To have one single model contract      Sep-10                         Head of Asset Management and Ian                                                                                   Service Level Agreement to be
                                                                                                 joint working arrangements with         between the Guinness Trust and                                        Kane                                                                                                               designed and agreed by Area
                                                                                                 Health Authorities, Social Services.    stakeholders.                                                                                                                                                                            Maintenance Managers and
                                                                                                                                                                                                                                                                                                                                  implemented for all Aids and
                                                                                                                                                                                                                                                                                                                                  Adaptation works.
                                                                                                 7.2) Review the budget provision.       Budget managed and monitored           Sep-10                         Head of Asset Management and                                                Minutes from Planned Maintenance       Aids and Adaptations budget
                                                                                                                                         regularly to provide forecasted                                       Abidemi Talabi Talabi                                                       meetings                               reviewed monthly in Planned
                                                                                                                                         expenditure.                                                                                                                                                                             Maintenance meetings.
                                                                                                 7.3) Record and monitor requests        To provide a transparent advocacy      Dec-09                         Ian Kane                                                                    Aids and Adaptations Spreadsheet       A Guinness Trust central
                                                                                                 from point of enquiry to completion.    service for customers accessing                                                                                                                                                          spreadsheet represents all Aids and
                                                                                                                                         Aids and Adaptations.                                                                                                                                                                    Adaptations work.
                                                                                                                                         Record, monitor and plan Aids and
                                                                                                                                         Adaptations work centrally.
                                                                                                 7.4) Provide customer with an           Customers are aware of the             Dec-09                         Ian Kane                           Cost of design, print and distribution
                                                                                                 information leaflet                     services available through the                                                                           of the leaflet.
                                                                                                                                         Guinness Trust

 8                       Fire Risk Assessments                 Mock Inspection recommendation    8.1) Action plan to undertake Fire      All defined areas to have had a Fire March 2010                       Ron Greatorex                                                               Fire Risk Log 2009                     All London and South properties
                                                                                                 Risk Assessments in communal            Risk Assessment.                                                                                                                                                                         assessed. East assessments being
                                                                                                 areas.                                  Information to be accessible.                                                                                                                                                            undertaken by Energy Footprint.
                                                                                                                                         Execute an Action plan to tackle                                                                                                                                                         Action plans in place to record
                                                                                                                                         necessary works.                                                                                                                                                                         future inspections.
                                                                                                 8.2) Use data to inform planned         Up to date Fire Risk Assessment in March 2010                         Chris Wait                                                                                                         Information to be loaded onto Pro-
                                                                                                 maintenance projects/ programme         Pro-master system.                                                                                                                                                                       master
 9                       Water Safety Plan                     Mock Inspection recommendation    9.1) Develop a Water Safety Plan        All risks in all properties          December 2010                    Head of Asset Management and                                                Water Safety Plan; Legionella          Water Safety plan developed. To be
                                                                                                                                         considered, managed and action                                        Chris Wait                                                                  management process flowchart           integrated into Pro-master.
                                                                                                                                         plan to continually improve.                                                                                                                                                             A water safety policy exists was
                                                                                                                                                                                                                                                                                                                                  last reviewed 2008, and due for
                                                                                                                                                                                                                                                                                                                                  review December 2009.
                                                                                                 9.2) Water Safety information to        Customers made aware of water          Jul-11                         Head of Asset Management                                                    August edition of Repairs Matters      Distributed to customers in tri-
                                                                                                 customers.                              safety.                                                                                                                                           (page 3 is Water Safety)               annual repairs publication.

 10                      Communal repairs                      Mock Inspection recommendation    10.1) Measure customer                  Continual improvement of customer      Mar-10                         Justin King                                                                 2009 Status Survey                     Action plan to be created and
                                                                                                 satisfaction levels and target to       satisfaction of communal areas.                                                                                                                                                          implemented following 2009 Status
                                                                                                 improve.                                                                                                                                                                                                                         Survey.
                                                                                                 10.2) Increased information to be                                              Dec-10                         David Shaw                         David Shaw to advise                     Estate inspection performance          Explore the opportunities of
                                                                                                 available to residents regarding                                                                                                                                                                                                 providing estate notice boards in
                                                                                                 repairs and estate services in                                                                                                                                                                                                   communal areas.
                                                                                                 communal areas.                                                                                                                                                                                                                  Information to be complemented by
                                                                                                                                                                                                                                                                                                                                  regular feedback from quarterly
                                                                                                                                                                                                                                                                                                                                  estate inspections.
 11                      Post Inspection                       Mock Inspection recommendation    11) Provide feedback to residents,      Guinness Trust can demonstrate      December 2010                     Head of Asset Management           This out-come will be built into the
                                                                                                 leaseholders and tenants and show       quality workmanship through a clear (Phase two)                                                          evaluation of contract arrangements
                                                                                                 how their comments have                 inspection regime.                                                                                       and procuring our day to day repairs
                                                                                                 influenced the way we deliver                                                                                                                    service
 12                      Health and Safety                     Mock Inspection recommendation    12.1) Train all visiting staff to                                              July '09                       Peter Ashby
                                                                                                 recognise and respond to potential
                                                                                                 Health and Safety issues.
                                                                                                 12.2) Undertake full 29 Housing         Properties receive an annual           December 2010                  Head of Asset Management and       Estimated impact equals one hour         Chris Hyperlink pro-master module      Use reporting mechanisms to
                                                                                                 Health and Safety Rating System         inspection                                                            Chris Wait                         per property multiply by 11,000          policy                                 understand 'repairs per household'.
                                                                                                 checks to our homes (HHSRS).            Reduced day to day repairs                                                                               properties.                              Hyperlink 'repairs per household'      Explore the opportunities to link
                                                                                                                                         expenditure through pro-active                                                                           Basic HHSRS training for gas             report pathway                         annual Health and Safety checks
                                                                                                                                         rather then re-active intervention                                                                       inspectors estimated at £500.                                                   with gas inspections and amend
                                                                                                                                                                                                                                                                                                                                  CP12 to represent full inspection.
                                                                                                                                                                                                                                                                                                                                  Use the East gas re-tender contract
                                                                                                                                                                                                                                                                                                                                  as a pilot.
 13                      Gas                                   Mock Inspection                   13.1) Review gas servicing              13.1.1) To ensure the Guinness       December 2010                    Chris Wait and Richard Hall        Staff resources on East re-tender        Richard Hyperlink East 'Pre-           East re-tender is progressing with
                                                               Recommendation                    procedures.                             Trust have competitive gas servicing                                                                     20 hours                                 Qualifying Questionnaire'              support from Centre of Procurement
                                                                                                                                         contracts in place.                                                                                                                                                                      Excellence team.
                                                                                                                                                                                                                                                                                                                                  Centre of Procurement Excellence
                                                                                                                                                                                                                                                                                                                                  providing Guinness Partnership
                                                                                                                                                                                                                                                                                                                                  standard gas contract.
                                                                                                                                         13.1.2) Gas servicing to be            December 2010                  Chris Wait and Richard Hall        See above                                See above
                                                                                                                                         delivered flexibly in response to
                                                                                                                                         customers preference.
                                                                                                                                         13.1.3) To ensure all Guinness         December 2010                  Chris Wait and Richard Hall        Within existing resources                Gas Performance data provided by       Regular monitoring of gas
                                                                                                                                         Trust properties have a valid gas                                                                                                                 David Shaw.                            performance embedded via
                                                                                                                                         Certificate.                                                                                                                                                                             specialised gas administrators.
                                                                                                 13.2) Work with contractor to target    Efficient processes in place to gain   Mar-11                         Head of Asset Management                                                    Gas Performance data provided by       The Guinness Trust has adopted an
                                                                                                 non-access.                             access.                                                                                                                                           David Shaw.                            11 month gas servicing cycle.
                                                                                                 13.3) Complete Gas satisfaction         To understand customer's               July '09                       Lianne Hart-Lincoln                Within existing resources plus           Results from:                          Satisfaction embedded into daily
                                                                                                 survey                                  perception of our services and to                                                                        additional postage for survey -          Telephone surveys                      monitoring activities.
                                                                                                                                         implement actions to continually                                                                         £3190                                    Postal surveys
 14                      Gaining access to carry out repairs   Mock Inspection recommendation    14) How do we follow up 'non-           The confidence in policy and           December 2010                  Joanne Knox                        Staff resources in testing 'fit for      Joanne to hyperlink cancelled work     A cancellation report has been
                                                                                                 access' visits for essential repairs.   procedure to be sure all critical                                                                        purposes ness of our existing            order reporting path                   identified providing an indication of
                                                                                                                                         repairs are carried out and our                                                                          PandP                                                                           the work orders cancelled
                                                                                                                                         properties are well maintained.                                                                          Consider the data available in                                                  Work is being done to reduce
                                                                                                                                                                                                                                                  analysing 'Cancelled work order'                                                cancellations by contractor request
                                                                                                                                                                                                                                                  reports                                                                         on Regional Repairs Desk
                                                                                                                                                                                                                                                                                                                                  More detailed descriptions of 'why'
                                                                                                                                                                                                                                                                                                                                  work orders are cancelled is being
                                                                                                                                                                                                                                                                                                                                  adopted by Regional Repairs Desk

 15                      Re-charge policy                      Mock Inspection recommendation.   15.1) Identify vulnerable groups.       Provide a flexible re-charge policy    December 2010                  Joanne Knox                        Within existing staffing resources                                              Explore the challenges with
                                                               Draft London Area Plan                                                    taking into account vulnerability.                                                                                                                                                       implementing the existing Guinness
                                                                                                                                                                                                                                                                                                                                  Trust policy and procedure.
                                                                                                 15.2) Provide costs to customers at Customers to be informed.                  Jul-10                         Joanne Knox                        Within existing staffing resources       Re-chargable repair cost tariff as     Costs identified to be implemented
                                                                                                 point of request.                                                                                                                                                                         part of policy and procedure.          into daily activities of Regional
                                                                                                                                                                                                                                                                                                                                  Repairs Desk
                                                                                                 15.3) Investigate opportunity for       To be able to accept payment by        Jul-10                         Joanne Knox                        Estimated cost per Call Pay licence                                             Initial analysis of facility
                                                                                                 telephone payments.                     telephone.                                                                                               is £300 as an annual charge.                                                    undertaken. Call Pay software
                                                                                                                                                                                                                                                  Recommended to purchase 2                                                       ordered.

                                                                                                 15.4) Provide alternative contractors                                          Jul-10                         Ron Greatorex
                                                                                                 and valuations
                                                                                                 15.5) Follow up DIY projects with a                                            Sep-11                         Head of Asset Management
                                                                                                 visit to check conformity of required
 16                      Stock Rationalisation                 Mock Inspection recommendation    16.1) Grade assets to A) keep and       Stock which comprises of an overall December 2011                     Head of Asset Management                                                    Ian to highlight relevant section of
                                                                                                 improve B) options appraisal            package of well maintained homes,                                                                                                                 Repairs Strategy and hyperlink
                                                                                                                                         desirable homes, and Value for
                                                                                                                                         Money services
                                                                                                 16.2) Produce a strategy to help to                                         December 2011                     Head of Asset Management
                                                                                                 deliver national, regional and local
                                                                                                 aims and help to deliver wider
                                                                                                 community, local and regional aims
                                                                                                 16.3) Increase capacity to build                                               Sep-11                         Danny Kaye
                                                                                                 homes our customers want.
                                                                                                 16.4) Review demand with existing                                              Sep-11                         Danny Kaye
                                                                                                 stock and assess whether the right
                                                                                                 homes are in the right places for our
 17                      Sustainability strategy               Mock Inspection recommendation    17.1) Use SMART meters in our         Understand the sustainability of our     December 2011                  Head of Asset Management                                                    Ian to highlight relevant section of
                                                                                                 homes to enable customers to          properties                                                                                                                                          Repairs Strategy and hyperlink
                                                                                                 monitor their energy use              Enable our customers to link fuel
                                                                                                                                       consumption and energy costs to
                                                                                                                                       make informed decisions
                                                                                                 17.2) Publicise the advantages for                                             December 2011                  Head of Asset Management
                                                                                                 all households
                                                                                                 17.3) Meet or exceed carbon                                                    December 2011                  Head of Asset Management
                                                                                                 reduction targets and continually
                                                                                                 plan to reduce
                                                                                                 17.4) Identify funding and sources of                                          December 2011                  Head of Asset Management
                                                                                                 17.5) Introduce contractor                                                     December 2011                  Head of Asset Management
                                                                                                 standards and plans for reducing
                                                                                                 their carbon footprint
                                                                                                 17.6) Review Sustainability                                                    December 2011                  Head of Asset Management
 18                      Reporting repairs                     Mock Inspection recommendation    18.1) Provide customers one             Guinness Trust understands the    December 2011                       Joanne Knox                        Initial evaluation. Staff resources of                                          Customers can now access day
                                                                                                 telephone number to access              ways our customers wish to access                                                                        10 hours                                                                        and evening responsive repairs
                                                                                                 repairs.                                our services                                                                                                                                                                             service through one telephone
                                                                                                                                         Customers have a range of choices                                                                                                                                                        number: 0845 2 30 30 80
                                                                                                                                         in how they can interact with our
                                                                                                 18.2) Balance the cost and benefits                                       Apr-10                              Lianne Hart-Lincoln
                                                                                                 of providing a free telephone
                                                                                                 18.3) Review what is the best                                                  Apr-10                         Lianne Hart-Lincoln
                                                                                                 solution for mobiles
                                                                                                 18.4) Consider implementing a ring                                             March 2010                     Caron Griffiths                                                                                                    Customers now receive a call back
                                                                                                 back service                                                                                                                                                                                                                     following all reports of emergency
                                                                                                                                                                                                                                                                                                                                  Customers who abandon calls
                                                                                                                                                                                                                                                                                                                                  receive a call back form the
                                                                                                                                                                                                                                                                                                                                  Regional Repairs Desk.
                                                                                                                                                                                                                                                                                                                                  Customers who are contacting the
                                                                                                                                                                                                                                                                                                                                  Regional Repairs Desk on a mobile
                                                                                                                                                                                                                                                                                                                                  phone are offered a call back
                                                                                                 18.5) Consider a variety of options                                            Apr-11                         Joanne Knox
                                                                                                 for customers to access our
 19                      Decent Homes                          Mock Inspection recommendation    19) Review the decent homes             All properties meeting decent          December 2010                  Chris Wait                         Initial re-evaluation of our stock       Ian to highlight relevant section of   Pro-master recording 966 non-
                                                                                                 standard                                homes                                                                                                    condition. Staff resources of 20         Repairs Strategy and hyperlink         decent homes. An action plan is in
                                                                                                                                                                                                                                                  hours                                                                           place to bring these properties up to
                                                                                                                                                                                                                                                                                                                                  CW preparing decent home report
                                                                                                                                                                                                                                                                                                                                  to Corporate Management Team.
 20                      Decent Homes Plus                     Mock Inspection recommendation    20.1) The Guinness Trust to             Develop an action plan to work         December 2011                  Head of Asset Management
                                                                                                 recognise the Partnership decent        towards Decent Homes PLUS
                                                                                                 homes plus standard.                    standard.
                                                                                                 20.2) Introduce other standard                                                 December 2011                  Justin Cotchin
                                                                                                 modules in Pro-master including
                                                                                                 gas, project management,
                                                                                                 budgeting and images.
                                                                                                 20.3) Up-date Pro-master and use                                               December 2011                  Chris Wait                                                                                                         The Pro-master project team have
                                                                                                 to inform future investment.                                                                                                                                                                                                     delivered the objective of bringing
                                                                                                                                                                                                                                                                                                                                  the core information up to date.
                                                                                                 20.4) Options Appraisal module                                                 December 2011                  Head of Asset Management
                                                                                                 with development by in4systems
                                                                                                 20.5) Update stock condition                                                   December 2011                  Head of Asset Management                                                                                           CW working with the Guinness
                                                                                                 information to get a complete                                                                                                                                                                                                    Partnership to produce a Pro-
                                                                                                 picture of our homes and land.                                                                                                                                                                                                   master user policy.
                                                                                                 20.6) Extend the use of Pro-master                                             December 2010                  Chris Wait
                                                                                                 creating read only options for
                                                                                                 Housing Management staff to use

                                                                                                 20.7) Train Housing Management                                                 December 2010                  Chris Wait
 21                      Planned Maintenance                   Mock Inspection recommendation    21.1) Development of a 'menu of         Transparent services displaying        December 2011                  Head of Asset Management           Initial re-evaluation of our             Chris to hyperlink Rapid Application Rapid Application and Design
                                                                                                 choice' on major works for              continual customer influence                                                                             processes. Staff resources 10            and Design work                      teams have evaluated our services
                                                                                                 customers. (Colours/ handles etc)                                                                                                                hours                                                                         and designed an alternative
                                                                                                                                                                                                                                                                                                                                approach. New design specification
                                                                                                                                                                                                                                                                                                                                to be agreed December 2009.
                                                                                                                                                                                                                                                                                                                                Note: This was recognised as
                                                                                                                                                                                                                                                                                                                                business critical, but work is
                                                                                                                                                                                                                                                                                                                                already underway in other parts of
                                                                                                                                                                                                                                                                                                                                the organisation.

                                                                                                 21.2) Create options for customers                                             December 2011                  Head of Asset Management
                                                                                                 to contribute towards added
                                                                                                 benefits/ enhanced works. (sinking
                                                                                                 electrics opposed to trunking)

                                                                                                 21.3) Evidence resident                                                        Sep-10                         Head of Asset Management                                                                                           (CW) The Customer Involvement
                                                                                                 involvement, choice and influence in                                                                                                                                                                                             Summary provides a model for all
                                                                                                 all projects                                                                                                                                                                                                                     planned maintenance works
                                                                                                                                                                                                                                                                                                                                  including cyclical.
                                                                                                 21.4) Publicise planned                                                        March 2010                     Head of Asset Management                                                                                           A national co-ordinator is included
                                                                                                 maintenance programmes. (The                                                                                                                                                                                                     in the planned maintenance
                                                                                                 five year plan not just 12 months                                                                                                                                                                                                specification.
                                                                                                 ahead)                                                                                                                                                                                                                           A 5 year planned maintenance
                                                                                                                                                                                                                                                                                                                                  programme will be available to view
                                                                                                                                                                                                                                                                                                                                  on our website.
                                                                                                 21.5) Publicise cyclical repair                                                March 2010                     Head of Asset Management                                                                                           Regular reviews of the 5 year plan
                                                                                                 programmes. (The five year plan                                                                                                                                                                                                  to be included on the planned
                                                                                                 and not just 12 months ahead)                                                                                                                                                                                                    maintenance meeting agenda.

                                                                  PERFORMANCE MANAGEMENT

  Reference                       Issue to be                                                                                                                                                                                           Resources Required (Staff, £,     Evidence Available
                                                                  Who raised the issue?                   Action to take                            Desired outcome               Target date Original Updated             Lead                                                                       Progress report
   Number                         addressed                                                                                                                                                                                                     Partners)                     Required

                Ensure that there is sufficient cost,             Mock Inspection         1.1) Review all cost, performance and            1. Production of this information.                          Nov-09 Asit Acharya - Service    within existing resources       Board reports          STATUS survey completed
                performance and satisfaction data                 Recommendations         satisfaction data in all services.               2. Reports regularly produced and                                  Improvement Director                                                             and reported to Board,
                available on all services to allow a full                                 1.2) Propose revised data to be collated         provided at all levels of governance                                                                                                                rejoined HouseMark and
                assessment of success or failure to take                                  involving customers, partners, staff and         and staffing.                                                                                                                                       benchmarking taking place
                place.                                                                    stakeholders.                                                                                                                                                                                        for 200/9, local Performance
                                                                                          1.3) Improve or set up systems to collate the                                                                                                                                                        indicators being produced
                                                                                          data.                                                                                                                                                                                                weekly
       1                                                                                  (P)

                Ensure that all data shows direction of     Mock Inspection               2.1) Collate data for past three years.          1. Production of this information.                          Sep-09 Alan Petherbridge / Ian   within existing resources       The Guinness Trust     1. The Guinness Trust
                travel information for the past three years Recommendations               2.2) Show direction of travel.                   2. Reports regularly produced and                                  Hutchings                                                 Business Plan          Business Plan now displays
                and this current years monthly and year to                                2.3) Ensure benchmarking included with top       provided at all levels of the                                                                                                                       data for the past three years
                date performance; always includes target                                  quartile performers.                             governance and staffing structure.                                                                                                                  and the target setting
                information to establish whether                                                                                                                                                                                                                                               worksheet is being
                performance is above or below target; and                                                                                                                                                                                                                                      populated..
                always shows top quartile performance of                                                                                                                                                                                                                                       2. The previous year's
       2        comparable landlords to establish where                                                                                                                                                                                                                                        performance and the targets
                the company is in comparison to top                                                                                                                                                                                                                                            for the next three years
                performers                                                                                                                                                                                                                                                                     demonstrate our direction of
                                                                                                                                                                                                                                                                                               3. A Performance Measure
                                                                                                                                                                                                                                                                                               Workbook has been
                                                                                                                                                                                                                                                                                               developed to include
                                                                                                                                                                                                                                                                                               benchmarking data.
                Review performance management data so Mock Inspection                     3.1) Review and take into consideration best Reviewed performance information                                Nov-09 Asit Acharya - Service    within existing resources       Board reports          More trend information is
                that it is easy to interpret.         Recommendations                     practice.                                    in place.                                                              Improvement Director                                                             being included in the
                                                                                          3.2) Consult with customers/ partners/                                                                                                                                                               dashboard and the
                                                                                          stakeholders and staff on the revised                                                                                                                                                                dashboard has been
                                                                                          performance management data.                                                                                                                                                                         reviewed in consultation with
                                                                                                                                                                                                                                                                                               Board Members. A
                                                                                                                                                                                                                                                                                               performance management
                                                                                                                                                                                                                                                                                               framework has been
                                                                                                                                                                                                                                                                                               developed and Alan
                                                                                                                                                                                                                                                                                               Petherbridge has met with
                                                                                                                                                                                                                                                                                               the Customer Strategy Group
                                                                                                                                                                                                                                                                                               to discuss which targets they
                                                                                                                                                                                                                                                                                               are interested in.

                Develop challenging but realistic strategies      Mock Inspection         4.1) Set standard templates for strategies       1. Production of the strategies and                         Sep-09 Asit Acharya - Service    Interdependency with            Service Improvement    Service Improvement Teams
                and SMART action plans are in place for           Recommendations         and action plans and also a standard             plans for all key service areas.                                   Improvement Director      Customer Policy Team            Team minutes and       and Service Improvement
                all service areas; and make sure the plans                                method of recording action plans.                2. Improved performance.                                                                                                     Service Improvement    Plan in place and progress
                are updated regularly with progress                                       4.2) Determine strategies and action plans       3. Improved customer satisfaction.                                                                                           Plan                   being regularly reported,
                information, are traffic lighted for risk, to                             required i.e. which service areas.                                                                                                                                                                   Partnership-wide strategies
       4        easily show customers and staff what                                      4.3) Set timetable for production and identify                                                                                                                                                       launched
                progress is being made over time; and                                     who is to produce them.
                which areas require additional action to                                  4.4) Involve customers, staff, partners and
                avoid non-completion on time, or urgent                                   stakeholders.
                action to complete having failed to
                complete on time.
                Set up a customer scrutiny process (South         Resident Involvement 5) Agree structure in consultation with             Customers checking provision of                              Oct-09 Asit Acharya - Service   Board member and customer       Board reports          Board has agreed setting up
                East Region)                                      and Community        resident Panels and Board                           services and providing feedback                                     Improvement Director     involvement                                            of Scrutiny Committee
                                                                  Investment Action                                                        which allows us to assess                                                                                                                           involving customers
                                                                  Plan 2009 - 2010                                                         performance and implement
       5                                                                                                                                   improvements

                Work with staff around inspection issues          Resident Involvement 6) To ensure that staff can identify the            Increase confidence in staff. Staff                         Sep-09 Kathy Mohan               within existing resources       Intranet               Comprehensive self
                and ensure better methods of recording            and Community        golden thread which links their role to             will feel that their work has not                                                                                                                   assessment, Road shows,
                practice ( South Area)                            Investment Action    customer strategy                                   gone unnoticed                                                                                                                                      dry run, talking
       6                                                          Plan 2009 - 2010                                                                                                                                                                                                             neighbourhoods days,
                                                                                                                                                                                                                                                                                               Service Improvement Teams
                                                                                                                                                                                                                                                                                               involving wide cross-section
                                                                                                                                                                                                                                                                                               of staff
                Ensure a procedure is applied consistently Mock Inspection                7) Review application of flags                   Safeguard health and safety of staff                         Oct-09 Ian Hutchings                                            GTxP (Housing          GTxP (Housing database)
                so that staff can apply violent warning    Asset Management                                                                                                                                                                                             database) reports      flagging system in operation
                markers on the housing management                                                                                                                                                                                                                                              but no consistent application
                system (GTxP) where appropriate to                                                                                                                                                                                                                                             of procedure.
                communicate personal safety to staff

                Audit regional and area customer facing    Mock Inspection                8) Carry out review of reception areas           ensure that services meet the                               Nov-09 Ian Hutchings             within existing resources       Performance indicators Service Standards group set
                information focusing on opening hours of   Asset Management                                                                needs of customers                                                                                                                                  up and monitoring system
                the repairs desk, their service standards                                                                                                                                                                                                                                      now in place, some mystery
       8        and the translation request pro-forma to                                                                                                                                                                                                                                       shops completed
                ensure consistency of information overload

                Improve monitoring - level of missed       Mock Inspection                9) Get jobs done right first time and improve improve repairs satisfaction levels                             Feb-10 Joanne Knox                                              Service Improvement    Service Improvement Team
                appointments, pre and post inspection jobs Asset Management               value for money                                                                                                                                                               Team minutes and       set up and currently looking
       9        'right first time' and level of variations                                                                                                                                                                                                              Service Improvement    at this

                                                            TENANCY and ESTATE MANAGEMENT

Reference           Issue to be                             Who raised the issue?              Action to take                          Desired outcome                          Target date Original Updated   Lead                                Resources Required (Staff, £,         Evidence Available Required            Progress report
Number              addressed                                                                                                                                                                                                                      Partners)
                        Anti-Social Behaviour
1                   Launch a new Anti-Social Behaviour      Mock Inspection recommendation     1) Consult with customers over new      Having a clear statement about how       Apr-09                         Customer Policy Team - Nick Mardon Within existing resources.             Service standard                       Launched April 09 as planned
                    service standard                                                           service standard and launch             we will deal with cases of Anti-Social
2                   Keep performance records on Anti-       Mock Inspection Recommendations    2) Launch new resolution software       Ability to analyse performance,          Apr-09                         Lianne Hart-Lincoln                 Cost of software to be confirmed      Resolution reports                     Software launched and xxxx staff trained in Guinness
                    Social Behaviour outcomes                                                                                          targets achieved, customer                                                                                                                                                               Trust. Teething problems with new software, so not
                                                                                                                                       satisfaction improvements and                                                                                                                                                            getting full benefit of it yet.
                                                                                                                                       information used when reviewing
                                                                                                                                       procedures in order to improve
3                   Consider 24 hour Anti-Social            Mock Inspection Recommendations    3) Explore within the Partnership the   Improved service and customer            Oct-10                         Lianne Hart-Lincoln                 Not yet known                                                                Customer Strategy Policy Group are progressing this for
                    Behaviour service                                                          best way to provide 24 hour service     satisfaction                                                                                                                                                                             all companies in the Partnership in phase 2 of the
                                                                                                                                                                                                                                                                                                                                customer service quick wins.

4                   Peer support for Anti-Social Behaviour victims Area customer panel
                                                           London                              4) Explore best model for customer      Provide further Support to victims of    Jan-10                         Ebonie Marrett/ Ian Collingwood     Subject to funding application        Service Improvement Team minutes       The sub-group of area panel suggested that additional
                                                                                               led support/ enterprise                 Anti-Social Behaviour out of office                                                                                                                                                      support/advice be provided to victims of anti-social
                                                                                                                                       hours                                                                                                                                                                                    behaviour paying particular attention to a service
                                                                                                                                                                                                                                                                                                                                provided out of hours. A decision was made to explore
                                                                                                                                                                                                                                                                                                                                the option of a resident led business which would
                                                                                                                                                                                                                                                                                                                                provide an out of hours service in the South East. The
                                                                                                                                                                                                                                                                                                                                sub group have mapped out the issues and have
                                                                                                                                                                                                                                                                                                                                invited the voluntary sector to give presentations to
                                                                                                                                                                                                                                                                                                                                them in order to get a feel for what currently exists. A
                                                                                                                                                                                                                                                                                                                                Charitable application is to be submitted by the end of
                                                                                                                                                                                                                                                                                                                                August 2009 for funding for a Community Safety
                                                                                                                                                                                                                                                                                                                                officer/Project Manager to lead the proposed resident
                                                                                                                                                                                                                                                                                                                                led out of hours Anti-Social Behaviour initiative.

5                   Provide a framework which sets out      Resident Involvement and           5.1) Develop existing partnerships      Prevent and deter Anti-Social            Jul-09                         Ebonie Marrett                      Within existing resources             Minutes from Local Authority liaison   Various initiatives in place throughout the South East
                    how staff can tackle anti social        Community Investment Action Plan   and create new                          Behaviour                                                                                                                                         meetings and Tenant Representative     region, most housing officers have good working
                    behaviour in the community by a         2009 - 2010                                                                                                                                                                                                                  Associations. Publications of joint    relationships with the local police and safer
                    robust process including prevention,                                                                                                                                                                                                                                 surgeries Required: improved Anti-     neighbourhoods team Anti-Social Behaviour panel
                    intervention and enforcement in                                                                                                                                                                                                                                      Social Behaviour stats                 meetings with a variety of partners are held in all
                    partnership with a range of other                                                                                                                                                                                                                                                                           boroughs and we are working towards 100%
                    agencies and use a wide range of                                                                                                                                                                                                                                                                            attendance. Local initiatives are in place in individual
                    early intervention strategies to                                                                                                                                                                                                                                                                            areas, e.g. joint surgeries held with the police. The trust
                    identify, tackle and resolve problems                                                                                                                                                                                                                                                                       also support various neighbourhood watch initiatives
                    of Anti-Social Behaviour.                                                                                                                                                                                                                                                                                   that take place in conjunction with the Tenant
                                                                                                                                                                                                                                                                                                                                Representative Association's.

                                                                                               5.2) Improve working with               To import Neighbourhood Warden          Apr-10                          Ebonie Marrett                      Not yet known, as local authorities                                          Approaches have been made to Local Authorities with a
                                                                                               Neighbourhood warden schemes in         services in order to reduce Anti-Social                                                                     may require payment                                                          view to buying in the services of Neighbourhood
                                                                                               all boroughs where local authorities    Behaviour on our schemes.                                                                                                                                                                Warden schemes e.g. Havering, Hackney. In areas
                                                                                               are prepared to assist.                                                                                                                                                                                                          where they are in place joint working arrangements work
                                                                                                                                                                                                                                                                                                                                well and issues managed at various Anti-Social
                                                                                                                                                                                                                                                                                                                                Behaviour panel meetings. A further assessment
                                                                                                                                                                                                                                                                                                                                required to establish how best Neighbourhood Patrolling
                                                                                                                                                                                                                                                                                                                                will work best across the company.

                                                                                               5.3) Home Security Schemes              To support witnesses and victims of      Dec-09                         Ebonie Marrett                      Within existing resources             Required greater joint working         Some joint working initiatives already in place i.e. victim
                                                                                                                                       anti social behaviour and regularly                                                                                                               arrangements to be in place            support, crime prevention services, fire services
                                                                                                                                       keep them informed of progress                                                                                                                                                           initiatives, neighbourhood watch schemes to name a
                                                                                                                                                                                                                                                                                                                                few in addition to this security/support is offered to
                                                                                                                                                                                                                                                                                                                                victims of domestic violence, however a further
                                                                                                                                                                                                                                                                                                                                assessment of this area of work needs to be carried out.

                                                                                               5.4) Youth intervention schemes         To prevent and deter anti-social         Sep-09                         Ebonie Marrett                                                                                                   A menu of diversionary activities across all age groups
                                                                                                                                       behaviour                                                                                                                                                                                are in place across the company. An NVQ programme
                                                                                                                                                                                                                                                                                                                                for residents is to be launched on the 1st September
                                                                                                                                                                                                                                                                                                                                working in partnership with various organisations
                                                                                                                                                                                                                                                                                                                                including Hammersmith and Fulham college and the
                                                                                                                                                                                                                                                                                                                                learning skills council. The programme encourages
                                                                                                                                                                                                                                                                                                                                people to learn in areas such as community investment,
                                                                                                                                                                                                                                                                                                                                housing management and economic development. Staff
                                                                                                                                                                                                                                                                                                                                are also being encouraged to act as mentors to the
                                                                                                                                                                                                                                                                                                                                applicants. Placements are initially being offered to 30
                                                                                                                                                                                                                                                                                                                                people and will last approximately three/four months.
                                                                                                                                                                                                                                                                                                                                Voluntary work placements are in the process of being
                                                                                                                                                                                                                                                                                                                                rolled out across the company with a milestone being
                                                                                                                                                                                                                                                                                                                                reached by the employment of the first vol work
                                                                                                                                                                                                                                                                                                                                placement within Guinness. In East London young
                                                                                                                                                                                                                                                                                                                                people aged 16-18 are working towards their NVQ 2 in
                                                                                                                                                                                                                                                                                                                                youth and play work, these in turn are preparing those
                                                                                                                                                                                                                                                                                                                                ages 14-16 to undertake the same NVQ. The 14-18
                                                                                                                                                                                                                                                                                                                                year old group above then collectively work with those
                                                                                                                                                                                                                                                                                                                                aged 8-14 and thus create a peer on peer on peer
                                                                                                                                                                                                                                                                                                                                structure. A new initiative working in collaboration with
                                                                                                                                                                                                                                                                                                                                partners in the West of London is the Income project.
                                                                                                                                                                                                                                                                                                                                This enables people in overcrowded accommodation to
                                                                                                                                                                                                                                                                                                                                be offered their own AST's on the condition that they
                                                                                                                                                                                                                                                                                                                                engage in education, employment or training. The
                                                                                                                                                                                                                                                                                                                                increasing flexibility of how we purchase contractors will
                                                                                                                                                                                                                                                                                                                                also allow us to be more flexible in the employment of
                                                                                                                                                                                                                                                                                                                                residents from our estates, thus creating a greater
                                                                                                                                                                                                                                                                                                                                income on our estates an example of this is the
                                                                                               5.5) Monitor effectiveness of starter   Effective controls on new tenants        Mar-10                         Ebonie Marrett/ Ade Odukale         Within existing resources                                                    cleaning arrangements at Loughboroughto starterSouth
                                                                                                                                                                                                                                                                                                                                Further work is in the process in relation Park in
                                                                                               tenancies in reducing Anti-Social                                                                                                                                                                                                tenancies, systems need to be put in place to enable
                                                                                               Behaviour                                                                                                                                                                                                                        effective monitoring of the tenancy itself and the review
                                                                                                                                                                                                                                                                                                                                periods. GTxP (Housing database) team to be asked to
                                                                                                                                                                                                                                                                                                                                create special code for starter tenancies to assist

 Neighbourhoods to be proud of
6                   Create local estate services            London Area Plan                   6) To pilot in Aldgate                  A workable and agreed agreement          Jan-10                         Nahide Cook                         Within existing resources             Aldgate minutes                        Time plan agreed with Aldgate residents. Draft
                    agreements setting out expectation                                                                                 with both Guinness Trust and                                                                                                                                                             agreement being consulted over at October Annual
                    for services for each estate                                                                                       residents                                                                                                                                                                                General Meeting and launched January 2010.

7                   To ensure that all our customers do     Area Panels                        7.1) Work in conjunction with           That 100% of estates visited as part     Oct-09                         Area Directors - Jon Slade, Sam     Within existing resources             Estate inspection forms                A resident led sub group of Area panel worked together
                    feel that they live in neighbourhoods                                      TA/Tenant groups to improve the         of estate inspections reach good or                                     Scott, Justin King                                                                                               to improve the estate inspection process. A new estate
                    to be proud of.                                                            standards on all estates                above                                                                                                                                                                                    inspection form was implemented and rolled out across
                                                                                                                                                                                                                                                                                                                                the South East. A procedure was written based on the
                                                                                                                                                                                                                                                                                                                                views and decisions made at the sub group which
                                                                                                                                                                                                                                                                                                                                provided consistency across the region. Training has
                                                                                                                                                                                                                                                                                                                                been rolled out to staff and a robust monitoring
                                                                                                                                                                                                                                                                                                                                framework implemented. An ongoing review of
                                                                                                                                                                                                                                                                                                                                caretaking services will improve service delivery in
                                                                                                                                                                                                                                                                                                                                specific areas, i.e. grounds maintenance and
                                                                                                                                                                                                                                                                                                                                gardening, repairs and an enhanced out of hours
                                                                                                                                                                                                                                                                                                                                service. Further consultation required with residents to
                                                                                                                                                                                                                                                                                                                                establish a way forward in relation to evening
                                                                                                                                                                                                                                                                                                                                inspections, the development of estate action plans and
                                                                                                                                                                                                                                                                                                                                the prioritising of challenging areas. In recognition of
                                                                                                                                                                                                                                                                                                                                amber status there will be a special "making a
                                                                                                                                                                                                                                                                                                                                difference" day, titled "Talking Neighbourhoods" on 1st
                                                                                                                                                                                                                                                                                                                                October 2009 to engage with staff and tenants on
                                                                                                                                                                                                                                                                                                                                setting and maintaining excellent standards on estates.

                                                                                               7.2) Feedback from estate               All customers should understand          Oct-09                         Area Directors - Jon Slade, Sam     Within existing resources             Tenant feedback, Mystery shops, spot Monitoring system has been set up recording visits
                                                                                               inspections should be provided          what follow up actions are required                                     Scott, Justin King                                                        checks                               carried out and rating of estate.
                                                                                               consistently. E.g. noticeboards,        from estate inspections and be
                                                                                               Tenant Representative Associations,     updated on progress
                                                                                               letters and using Insight data

                                                                            HOUSING INCOME MANAGEMENT

Reference No. Issue to be               Who raised the issue?               Action to take                         Desired outcome                       Target date Original Updated   Lead                              Resources Required (Staff, £,           Evidence Available Required          Progress report
              addressed                                                                                                                                                                                                   Partners)

1              Implement the           Financial Inclusion Strategy 2009    1.1) Fully train staff on welfare      We will provide customers with        31st Mar 2010                  Osahon Lawrence                   Within existing resources plus £49      Training log and list of champions   Staff across Guinness Trust have already been trained in and use "Quick Benefit
               Partnership's Financial                                      benefits and calculation software      access to high quality benefit and                                                                     per additional user for licence cost.                                        Calculation Software" (QBC). 5/5/09 - Refresher training for Hackney Income staff on
               Inclusion Strategy to                                                                               debt advice.                                                                                                                                                                        QBC. This training was reviewed at Service Improvement Team meeting on 11/8/09.
               provide good advice to                                                                                                                                                                                                                                                                  Kate Vaughton (Welfare right advisor) is working with reps across the company to
               new and existing                                                                                                                                                                                                                                                                        identify additional users by 31/08/09. Champions will also be identified to support
               customers                                                                                                                                                                                                                                                                               colleagues.

                                                                                                                                                                                                                                                                                                       Email sent to Kate Vaughton on 7/9/09 and 5/10/09 requesting for an update on
                                                                                                                                                                                                                                                                                                       identifying staff users for training on QBC and additional income for tenants in 09/10.

                                                                            1.2) Bring in XXXX additional          To help sustain tenancies through     31st Mar 2010                  Kate Vaughton                     Within existing resources.              Report from Kate Vaughton            Email sent to Kate Vaughton on 7/9/09 and 5/10/09 requesting for an update on
                                                                            income for tenants in 09/10.           financial advice and support.                                                                                                                                                       identifying staff users for training on QBC and additional income for tenants in 09/10.

2              Increase payment         Financial Inclusion Strategy 2009   2.1) Pilot Allpay machines or          Promote and encourage a payment       Aug-09                         Osahon Lawrence                   We anticipate new payment               Rent statement details payment       Piloted use of two Allpay machines in London at cost of £1000 each. Have yielded
               options available to all                                     software in London                     culture.                                                                                               methods to be self-financing            options. Transaction report from     £61,000 income over 12 months. Pilot concluded June 2009
               customers                                                                                                                                                                                                                                          Allpay terminal
                                                                            2.2) Roll out Allpay machines or       Promote and encourage a payment       Oct-09                         Osahon Lawrence                   We anticipate new payment                                                    Discussed at Service Improvement Team meeting on 11/08/09 and appointments to be
                                                                            software across the company            culture.                                                                                               methods to be self-financing                                                 made for machines to be fitted.
                                                                                                                                                                                                                                                                                                       Contact made with HM in the East, South and Loughborough Park, Brixton. Six Allpay
                                                                                                                                                                                                                                                                                                       licences identified for various areas. Allpay license to be in place at various offices by
                                                                                                                                                                                                                                                                                                       end Oct 09.
                                                                            2.3) Improving and accelerating        Paperless Direct Debit and more       Jun-10                         Osahon Lawrence                   To be determined                                                             Good practice from London Borough of Crawley. Discussed at Service Improvement
                                                                            process for arranging Direct Debits    choice of Direct Debit dates.                                                                                                                                                       Team meeting on 11/8/09. Osahon following up with Pauline McBride (Financial
                                                                                                                                                                                                                                                                                                       Systems manager) outside of the meeting.
                                                                                                                                                                                                                                                                                                       Feedback from Katherine Rudkin on 4/9/09 that paperless direct debit and more choice
                                                                                                                                                                                                                                                                                                       of Direct Debit dates will be in place by June 2010.

                                                                            2.4) Make it easier for leaseholder to To prevent financial hardship and     Jan-10                         Osahon Lawrence                   Managed within existing financial       Billing in Hackney                   Former right to buy leaseholders with significant major works bills have in the recent
                                                                            pay large bills.                       encourage a culture of budgeting                                                                       year framework                                                               past been offered the option of interest free instalments for one year. These
                                                                                                                   and payments.                                                                                                                                                                       leaseholders have had recent external decorations and it has been agreed that they
                                                                                                                                                                                                                                                                                                       can also have interest free for one year on this.
                                                                            2.5) Improve website access to         Increase take up of internet payment Mar-10                          Osahon Lawrence                   Within existing resources                                                    At Service Improvement Team meeting on 11/8/09 discussion took place and next steps
                                                                            existing internet payment options.     options.                                                                                                                                                                            agreed
                                                                            2.6) Analyse the cost and success      Providing customers with costs of     Mar-10                         Osahon Lawrence                   Within existing resources                                                    Osahon discussed with Pauline McBride
                                                                            rates of the different payment         different methods to make an
                                                                            methods.                               informed choice.
3              Work in partnership      Resident Involvement and            3.1) Carry out pilot with Citizen's    Financial and debt advice to avoid    30th January 2010              Tracey Savory                     Within existing resources and           Required :report of Citizen's     Osahon Lawrence has been in discussion with Tracey Savory (Housing Manager) who
               with other               Community Investment Action Plan    Advice Bureau in Norfolk               eviction and financial hardship.                                                                       involvement with Citizen's Advice       Advice Bureau Financial inclusion will provide report by October 09.
               organisations on         2009 -2010                                                                                                                                                                        Bureau                                  project at Norfolk .
               preventative agenda      Financial Inclusion Strategy 2009   3.2) Review existing partnerships       Financial and debt advice to avoid   Mar-10                         Osahon Lawrence supported by      Within existing resources
                                                                            and set up new partnerships as          eviction and financial hardship.                                    Area Directors - Jon Slade, Sam
                                                                            required                                                                                                    Scott, Justin King
4              Ensure pre-court         London Area Plan 2009/2012          4.1) Carry out a refresher training for 100% Compliance to Protocol          Nov-09                         Osahon Lawrence                   Within existing resources               Training log.
               protocol embedded                                            all Housing Officers and Income

                                                                            4.2) Carry out a 20% sample check      100% Compliance to Protocol           Dec-09                         Osahon Lawrence                   Within existing resources                                                    Osahon to extend to all Guinness Trust and set up monitoring system and manage.
                                                                            of a percentage of cases to ensure
                                                                            to monitor adherence to protocol.

5              Consider whether to      Hermitage Housing Audit             5) Evaluate Guinness Hermitage         Evaluate the GuinnessHermitage        Mar-10                         Tristan Girling                   Within existing resources
               roll out the Guinness    Commission Inspection               Scheme and look for evidence of        cost benefit analysis of running an
               Hermitage Scheme                                             difference incentive schemes have      incentive scheme
                                                                            made in other organisations

6              Create new service      Measure of Good Practice             6) Review and update existing          Clear Service Standards for income Jan-10                            Osahon Lawrence                   Within existing resources                                                    Osahon to bring draft to September Service Improvement Team with a view to
               standard                                                     service standards.                     management                                                                                                                                                                          consultation with area panels in November/December cycle
7              Ensure that staff are   Service Improvement Team             7) Ensure full suite of income         Fully tailored Income recovery     Nov-10                            David Sesay                       Translation cost is £1175
               using Insight flags to                                       recovery letters translated into key   services
               tailor income services.                                      languages

                                                                Customer Engagement
 Reference Number        Issue to be                       Who raised the issue?                   Action to take                          Desired outcome                         Target date Original Updated   Lead                                Resources Required (Staff, £,          Evidence Available Required             Progress report
                         addressed                                                                                                                                                                                                                    Partners)
 1                       Develop performance framework for Mock Inspection Recommendations         1.1) Identify and address customers' Customer priorities influence local   March '10                           Tim Gray - Service Improvement      Within existing resources                                                      On going and examples include:
                         resident involvement which                                                priorities for their homes and       and national decision making and                                          Chair                                                                                                              launch of service improvement
                         supports the Customer                                                     neighbourhoods                       ultimately increase satisfaction with                                                                                                                                                        teams, local scheme specific
                         Engagement and Involvement                                                                                     homes, neighbourhoods and                                                                                                                                                                    consultations e.g. planned
                         Policy 2009-2012                                                                                               services                                                                                                                                                                                     maintenance, parking, security
                                                                                                                                                                                                                                                                                                                                     measures, status survey,
                                                                                                                                                                                                                                                                                                                                     community investment action plan,
                                                                                                                                                                                                                                                                                                                                     consultation with area panels,
                                                                                                                                                                                                                                                                                                                                     Tenant's Services Authority National
                                                                                                   1.2) Develop project monitoring         Project monitoring framework in     July '09                           Tim Gray - Service Improvement      Within existing resources              Required: Performance framework;        Project Monitoring form launched
                                                                                                   framework, including value for          place with information used to                                         Chair                                                                      Impact of performance framework         July '09
                                                                                                   money assessment, in consultation       monitor the effectiveness and                                                                                                                     assessment
                                                                                                   with customers, staff, partners and     compliance with resident
                                                                                                   stakeholders.                           involvement policy and procedure.
                                                                                                   1.3) Produce Resident Involvement       Measuring what impact residents     July '09                           Tim Gray - Service Improvement      Within existing resources              Resident involvement impact             Resident involvement impact
                                                                                                   Impact Assessment                       have had on the services we provide                                    Chair                                                                      assessment                              assessment produced

                                                                                                   1.4) Establish Scrutiny Committee       To improve customers' scrutiny of       October '09                    Asit Acharya - Service Improvement Within existing resources                                                       Customer consultation completed
                                                                                                   with at least equal tenant              performance and service.                                               Director                                                                                                           July '09. Board report Sept '09
                                                                                                   1.5) Agree Performance Indicators       To benchmark our performance            November '09                   Tim Gray - Service Improvement      Within existing resources (already                                             Researching potential Performance
                                                                                                   based on HouseMark                      against best practice                                                  Chair                               re-joined HouseMark).                                                          Indicators.
                                                                                                   recommended Performance
                                                                                                   1.6) Provide appropriate scrutiny       Empower and enable customers to         January '10                    Asit Acharya - Service Improvement Within existing resources and                                                   Research to identify appropriate
                                                                                                   training for scrutiny committee         take an effective part in scrutiny.                                    Director                           external training to be confirmed                                               training providers in progress
                                                                                                   members and Area Panel members

 2                       Development of resident                 Mock Inspection                   2.1) Increase membership of East        Customers given more opportunity        Mar-10                         Tim Gray - Service Improvement      Within existing resources              Comparison of numbers of                Recruitment underway
                         consultation and involvement           Recommendations and. Resident      area customer panel                     to participate in management and                                       Chair                                                                      members between '09 and '10
                         structures                             Involvement and Community                                                  decision making at regional and
                                                                Investment Action Plan 2009-2010                                           national levels
                                                                                                   2.2) Provide further training for East, Improved knowledge and skill for        March '10                      Tim Gray - Service Improvement      Within existing resources and                                                  Twelve panel members attended
                                                                                                   London and South Area customer          panel members.                                                         Chair                               external training to be confirmed                                              national TPAS conference in July
                                                                                                   panels                                                                                                                                                                                                                            '09. South Area panel have had in-
                                                                                                                                                                                                                                                                                                                                     house training on the development
                                                                                                   2.3) Provide further opportunities for Customers given more opportunity         March '10                      Tim Gray - Service Improvement      Within existing resources                                                      Panel role being expanded to
                                                                                                   East, London and South Area            to participate in management and                                        Chair                                                                                                              incorporate to include scrutiny plus
                                                                                                   customer panels to participate in      decision making at regional and                                                                                                                                                            panel membership of scrutiny
                                                                                                   regional and national service          national levels                                                                                                                                                                            committee. Panel members
                                                                                                                                                                                                                                                                                                                                     engaged in service standard
                                                                                                                                                                                                                                                                                                                                     consultation. Panel members have
                                                                                                                                                                                                                                                                                                                                     been invited to the national
                                                                                                                                                                                                                                                                                                                                     customer conference in Oct '09
 3                       Promote the formation of new      Resident Involvement and                3.1) Use Customer Insight data to        Increased customer involvement at      October '09                    Joy Odiatu - Head of Community      Within existing resources plus                                                 Customer Insight data available and
                         Tenant and Residents Associations Community Investment Action Plan        identify customers interested in        local level and development of skills                                  Investment, London                  setting up grants of £2,000                                                    staff will now be contacting
                                                           2009-2010                               forming Tenant Representative           and confidence for committee                                                                                                                                                              interested customers
                                                                                                   Associations                            members
                                                                                                   3.2) Respond to requests from            Increased customer involvement at      March '10                      Joy Odiatu - Head of Community      Within existing resources plus                                                 Discussions under way with two
                                                                                                   customers/estates to form Tenant        local level and development of skills                                  Investment, London                  setting up grants of £2,500                                                    potential new Tenant
                                                                                                   Representative Associations             and confidence for committee                                                                                                                                                              Representative Associations
                                                                                                   3.3) Advertise opportunities to set      Increased customer involvement at      March '10                      Joy Odiatu - Head of Community      Within existing resources                                                      This is done periodically - next
                                                                                                   up Tenant Representative                local level and development of skills                                  Investment, London                                                                                                 article to be featured in December
                                                                                                   Associations through estate and         and confidence for committee                                                                                                                                                              newsletters
                                                                                                   area newsletters                        members
 4                       Further develop existing Tenant        Resident Involvement and           4.1) Identify training needs for         Increased involvement at local level   Mar-10                         Joy Odiatu - Head of Community      Within existing resources plus         Available: List of Tenant               To be actioned
                         Representative Associations            Community Investment Action Plan   committee members                       and Development of skills and                                          Investment, London                  training costs say £4500               Representative Associations at
                         through support and training           2009-2010                                                                  confidence for committee members                                                                                                                  1.4.09
                                                                                                                                                                                                                                                                                             Required: List of training
                                                                                                                                                                                                                                                                                             List of consultations undertaken
                                                                                                   4.2) Provide opportunities for Tenant   Customers given more opportunity        March '10                      Joy Odiatu - Head of Community      Within existing resources                                                      Organised engagement in the
                                                                                                   Representative Associations to          to participate in management and                                       Investment, London                                                                                                 national conversation with the
                                                                                                   participate in regional and national    decision making at regional and                                                                                                                                                           Tenant's Services Authority across
                                                                                                   service improvement consultations       national levels                                                                                                                                                                           the South East.

 5                       Implement customer engagement in Resident Involvement and                 5.1) Organise training for customers Customers involved in the selection Mar-10                                Julia Collen - Area Community       Within existing resources plus         Required: List of interviews            Planning for training under way.
                         staff recruitment project        Community Investment Action Plan         recruited to the project             and recruitment of the staff who                                          Investment Manager, South           training costs of about £2,000         undertaken; list of customer            Expected to deliver Oct/Nov '09
                                                          2009-2010                                                                     provide services to them.                                                                                                                            interviewers involved.                  (depending on customer availability)

                                                                                                   5.2) Publicise the project to staff     Customers involved in the selection March '10                          Julia Collen - Area Community       Within existing resources                                                      Customers recruited Spring '09 and
                                                                                                   and customers                           and recruitment of the staff who                                       Investment Manager, South                                                                                          all customers updated in Aug '09
                                                                                                                                           provide services to them.                                                                                                                                                                 area newsletters.

                                                                                                   5.3) Provide support for customers      Customers involved in the selection March '10                          Julia Collen - Area Community       Within existing resources
                                                                                                   involved in the project                 and recruitment of the staff who                                       Investment Manager, South
                                                                                                                                           provide services to them.

 6                       Implement customer engagement in Resident Involvement and                 6.1) Consult over proposed              Customers involved in all stages of     Mar-10                         Julia Collen - Area Community       Within existing resources              Available: draft project structure      Consultation with one group of
                         repairs and maintenance project. Community Investment Action Plan         customer engagement model               the repairs and maintenance                                            Investment Manager, South                                                  Required: Lists of customers who        customers as part of asset
                                                          2009-2010                                                                        process.                                                                                                                                          wish to be involved; list of training   management strategy consultation
                                                                                                                                                                                                                                                                                             organised; minutes of meetings,         but wider consultation under way at
                                                                                                                                                                                                                                                                                             feedback from customers                 December Area panel meetings
                                                                                                   6.2) Use Customer Insight data to       Customers involved in all stages of     March '10                      Julia Collen - Area Community       Within existing resources                                                      Initial Insight data available, further
                                                                                                   identify customers who wish to be       the repairs and maintenance                                            Investment Manager, South                                                                                          evaluation required. Service
                                                                                                   involved in the five levels of the      process.                                                                                                                                                                                  Improvement Team established with
                                                                                                   model.                                                                                                                                                                                                                            customer membership.
                                                                                                   6.3) Arrange appropriate training for   Customers involved in all stages of     March '10                      Julia Collen - Area Community       Within existing resources plus                                                 We have provided some training to
                                                                                                   customers, depending on the level       the repairs and maintenance                                            Investment Manager, South           training costs of about £2,000                                                 customers regarding selection of
                                                                                                   at which they wish to be involved.      process.                                                                                                                                                                                  contractors.

 7                       Develop worklessness agenda to         Resident Involvement and           7.1) Make contact with partner          To open the door to opportunities for August '09                       Ian Collingwood - Head of           Within existing resources              Ian Collingwood's briefing              Collaborations with other registered
                         further address inclusion,             Community Investment Action Plan   agencies                                our customers.                                                         Community and Economic                                                                                             providers, local authorities, Job
                         employment and training initiation     2009 - 2010                                                                                                                                       Development                                                                                                        Centre Plus, private training
                                                                                                                                                                                                                                                                                                                                     providers, Learning Skills Council

                                                                                                   7.2) Bid for funds to run projects to   To directly provide services for our    March '10                      Ian Collingwood - Head of           Within existing resources                                                      Preferred providers for Learning
                                                                                                   address worklessness                    customers                                                              Community and Economic                                                                                             Skills Council/ London Development
                                                                                                                                                                                                                  Development                                                                                                        Agency, following successful pre-
                                                                                                                                                                                                                                                                                                                                     qualify questionnaire.

                                                                                                   7.3) Launch NVQ programme as            To provide up to 100 NVQ                August '10                     Ian Collingwood - Head of           Internal staff time to support                                                 Will be advertised in Aug area
                                                                                                   pathway to work for our customers.      qualifications to 30 customers                                         Community and Economic              trainees. Partnership with college                                             newsletters with a view to first
                                                                                                                                                                                                                  Development                         and training provider who fund the                                             trainees starting in September.
                                                                                                   7.4) Work Fairs                         To target work and training             April '09                      Ian Collingwood - Head of           Cost of day trip for young people in   Ian Collingwood's document.             Completed. Young people involved
                                                                                                                                           information to young people in                                         Community and Economic              South London and Hackney.                                                      in diversionary activity canvassed
                                                                                                                                           Hackney and South London                                               Development                                                                                                        for their aspirations - work fair
                                                                                                                                                                                                                                                                                                                                     organised targeted to their areas of
                                                                                                                                                                                                                                                                                                                                     interest and successful placements.

                                                                                                   7.5) Raise funds for Hackney Youth Raise £50,000 towards existing               March '10                      Joy Odiatu - Head of Community      Within existing resources                                                      Bids have been made to raise this
                                                                                                   and Community Work                 activities in Hackney.                                                      Investment, London                                                                                                 money, but so far unsuccessful e.g..
                                                                                                                                                                                                                                                                                                                                     Positive actions for young people
                                                                                                                                                                                                                                                                                                                                     (PAYP) in Hackney.
                                                                                                   7.6) Continue to develop                Customers given the opportunity to March '10                           Ian Collingwood - Head of           Within existing resources
                                                                                                   employment and training                 access training leading to                                             Community and Economic
                                                                                                   opportunities for residents.            employment                                                             Development
                                                                                                   7.7) Invite an officer from Working     Greater understanding of Working    March '10                          Ian Collingwood - Head of           Within existing resources
                                                                                                   Links to speak with Housing             Links and a partnership established                                    Community and Economic
                                                                                                   Community Investment staff.             with the organisation                                                  Development
                                                                                                   7.8) Continue to negotiate cost         Customers taking up                 March '10                          Ian Collingwood - Head of           Within existing resources
                                                                                                   effective apprenticeships for           apprenticeships                                                        Community and Economic
                                                                                                   residents.                                                                                                     Development
                                                                                                   7.9) Work with other employment         Partnerships established which give March '10                          Ian Collingwood - Head of           Within existing resources
                                                                                                   partners such as Accent and             customers access to employment                                         Community and Economic
                                                                                                   Community Resource Group                opportunities.                                                         Development
                                                                                                   (Slivers of Time initiative)
                                                                                                   7.10) Identify areas experiencing       To open the door to opportunities for March '10                        Ian Collingwood - Head of           Within existing resources
                                                                                                   deprivation and seek to work with       our customers.                                                         Community and Economic
                                                                                                   others to improve the quality of life                                                                          Development
                                                                                                   in those areas
 8                       Implement the Customer                 Customer Engagement and            8.1) Provide a menu of opportunities    Customer priorities influence local   March '10                        Tim Gray - Service Improvement      Within existing resources              Available: menu of involvement      Completed.
                         Engagement and Involvement             Involvement Policy 2009-2012       for involvement                         and national decision making and                                       Chair                                                                      opportunities; customers'
                         Policy 2009 -2012                                                                                                 ultimately increase satisfaction with                                                                                                             involvement preferences; previous
                                                                                                                                           homes, neighbourhoods and                                                                                                                         customer satisfaction data
                                                                                                                                           services                                                                                                                                          Required: data on training
                                                                                                                                                                                                                                                                                             requirements and training provided;
                                                                                                                                                                                                                                                                                             satisfaction data from STATUS
                                                                                                                                                                                                                                                                                             2009; Value for money
                                                                                                   8.2) Identify customers' involvement Customer priorities influence local   March '10                           Tim Gray - Service Improvement      Within existing resources                                                  Customers' involvement
                                                                                                   preferences                          and national decision making and                                          Chair                                                                                                          preferences collected as part of
                                                                                                                                        ultimately increase satisfaction with                                                                                                                                                    Customer Insight project. As of Aug
                                                                                                                                        homes, neighbourhoods and                                                                                                                                                                '09 we have data on involvement
                                                                                                                                        services                                                                                                                                                                                 preferences and are using it in a
                                                                                                                                                                                                                                                                                                                                 variety of ways e.g.. Consultation,
                                                                                                                                                                                                                                                                                                                                 involvement in groups, recruitment
                                                                                                                                                                                                                                                                                                                                 services improvement teams

                                                                                                   8.3) Provide appropriate support    Customer priorities influence local   March '10                            Tim Gray - Service Improvement      Within existing resources                                                      Training provided for panel
                                                                                                   and training to enable customers to and national decision making and                                           Chair                                                                                                              members, Tenant Representative
                                                                                                   be involved.                        ultimately increase satisfaction with                                                                                                                                                         Association committee members,
                                                                                                                                       homes, neighbourhoods and                                                                                                                                                                     customers involved in specific
                                                                                                                                       services                                                                                                                                                                                      projects and customers involved in
                                                                                                                                                                                                                                                                                                                                     selecting contractors. Training to be
                                                                                                                                                                                                                                                                                                                                     provided for customer mystery
                                                                                                                                                                                                                                                                                                                                     shoppers, customers involved in
                                                                                                                                                                                                                                                                                                                                     staff recruitment, customers
                                                                                                                                                                                                                                                                                                                                     involved in scrutiny

 9                       Increase involvement from our          Resident Involvement and           9.1) Analyse our Black and Mixed     To ensure that all sections of the         March '10                      Tim Gray - Service Improvement      Within existing resources              Insight data available                  Black and Mixed Ethnicity data
                         residents from various minorities to   Community Investment Action Plan   Ethnicity representation in existing community are given opportunities                                         Chair                                                                                                              collected as part of Insight project -
                         ensure that they are given             2009 - 2010                        Tenant Representative Associations to get involved in our structures.                                                                                                                                                             need to use this to analyse Tenant
                         opportunities to get involved in                                                                                                                                                                                                                                                                            Representative Association
                         assisting to improve service                                                                                                                                                                                                                                                                                composition.
                         provisions                                                                9.2) Use Customer Insight data to       Increased involvement of residents      March '10                      Tim Gray - Service Improvement      Within existing resources              Required: List of people being          To be actioned
                                                                                                   identify customers from minority        from various minorities.                                               Chair                                                                      involved; List of consultations;
                                                                                                   groups who have indicated they                                                                                                                                                            feedback from consultations (TG)
                                                                                                   wish to be involved.
                                                                                                   9.3) Consult with customers on          To ensure that all sections of the      March '10                      Tim Gray - Service Improvement      Within existing resources                                                      To be actioned
                                                                                                   service provision                       community are given opportunities                                      Chair
                                                                                                                                           to get involved in out structures

                                                                  ALLOCATIONS and LETTINGS

 Reference Number         Issue to be                             Who raised the issue?              Action to take                            Desired outcome                              Target date Original Updated   Lead                                Resources Required (Staff, £,            Evidence Available Required              Progress report
                          addressed                                                                                                                                                                                                                            Partners)
 1                        Voids process                           Mock Inspection Recommendations    1.1) Carry out process reviews in the 1.Improved standard and efficiency of            Sep-09                         Justin King, Sam Scott, Jon Slade   Within existing staff resources          Area Directors will need to provide Complete
                                                                                                     three Areas.                          processes.                                                                                                                                                   reports on each of the reviews
                                                                                                                                           2.Improved performance - Performance                                                                                                                         carried out. To include how the
                                                                                                                                           Indicators met and improving.                                                                                                                                process is managed now, changes
                                                                                                                                           3.Increase rental income due to                                                                                                                              made and improvements as a result.
                                                                                                                                           reduction in void loss.
                                                                                                     1.2) Analyse Area Reviews to                                                           Jan-10                         Tracey Savory                                                                Report to Allocations and Lettings
                                                                                                     establish good practice across the                                                                                                                                                                 Service Improvement Team
                                                                                                     three Areas.
                                                                                                     1.3) Analyse Rapid Application and                                                     Feb-10                         Tracey Savory                                                                Report to Allocation and Lettings
                                                                                                     Design for interim efficiencies.                                                                                                                                                                   Service Improvement Team
                                                                                                     1.4) Benchmark services with top                                                       Jun-10                         Tracey Savory                                                                Benchmarking report
                                                                                                     quartile performers.
 2                        Customer satisfaction survey            Mock Inspection Recommendations    2.1) Work with Customer Policy        1. Post let suvey is improved to capture         Oct-09                         Tracey Savory / Paul Webb -         A specialist Research and Policy         Existing post let survey. Results need Contact has been made with
                                                                                                     Team to ensure that existing post let satisfaction data of whole of the                                               Customer Policy Team                Manager is to be appointed to            to be updated.                         Customer Policy Team.
                                                                                                     survey is issued and data analysed.   allocations experience.                                                                                             progress this and other partnership
                                                                                                                                           2. Areas of weakness are addressed                                                                                  research projects
                                                                                                                                           and lessons learnt.
                                                                                                                                           3. Evidence of 2. is used to improve the
                                                                                                                                           allocations process for customers.
                                                                                                                                           4. Targets set for customer satisfaction.
                                                                                                                                           These Performance Indicators are met
                                                                                                                                           and improving.
                                                                                                                                           5. Excellence in customer service.

                                                                                                     2.2) Improve existing post let survey                                                  Mar-10                         Tracey Savory / Paul Webb -                                                  New post let survey                      Contact has been made with
                                                                                                     ensuring capture from start to finish                                                                                 Customer Policy Team                                                                                                  Customer Policy Team. There will be
                                                                                                     feedback of the allocations process.                                                                                                                                                                                                        a new Housing Policy Manger
                                                                                                                                                                                                                                                                                                                                                 (Research) post and this will form a
                                                                                                                                                                                                                                                                                                                                                 workplan for a Partnership set of
 3                        Customer Service Standards              Allocations and Lettings Self      3) Consult and develop with               1. Clear standards are set that meet         Mar-10                         Tracey Savory                       Within existing staff resources          Customer service standards               Contact has been made with
                                                                  Assessment 08 and Status 09        customers service standards for           expectations of customers.                                                                                                                                                                        Customer Policy Team and
                                                                                                     allocations and lettings service          2. Increase in customer satisfaction.                                                                                                                                                             agreement that Partnership
                                                                                                                                               3. Excellence in customer service.                                                                                                                                                                standards will be developed. As this
                                                                                                                                                                                                                                                                                                                                                 was not originally on their workplan
                                                                                                                                                                                                                                                                                                                                                 target date to be advised.

 4                        Develop Guinness Trust website          Allocations and Lettings Self      4) Develop Guinness Trust website in To improve the Guinness Trust website             Oct-09                         Tracey Savory / Dawn Irvine         Within existing staff resources          Guinness Trust website updated and       Contact has been made with
                                                                  Assessment 08 and Status 09        relation to Allocations and Lettings in advance of work on Partnership                                                                                                                             enhanced                                 Geoffrey Woodley to agree what
                                                                                                                                          website                                                                                                                                                                                                documents should be made available
                                                                                                                                                                                                                                                                                                                                                 on the site.
 5                        Review and monitor outcomes of          Guinness Partnership Allocations   5.1) Audit of where they are being        1. Ensure that starter tenancies are        Nov-09                          Tracey Savory                       Within existing staff resources /        Report to Allocations & Lettings         Guinness Partnership Starter tenancy
                          Starter Tenancy Policy.                 Strategy                           used at present.                          being used in line with Partnership policy.                                                                     Customer Policy team                     Service Improvement Team                 policy is being redeveloped. Early
                                                                                                                                               2. Outcomes monitored to measure                                                                                                                                                                  discussions with Customer Policy
                                                                                                                                               impact of using starter tenancies.                                                                                                                                                                Team indicates a re-launch 4th Q
                                                                                                                                               Thereby assessing whether their use is                                                                                                                                                            09/10.
                                                                                                                                               an effective tool in dealing with Anti-
                                                                                                                                               Social Behaviour & tenancy sustainment.
                                                                                                                                               3. Improved customer satisfaction in Anti-
                                                                                                                                               Social Behaviour complaints.
                                                                                                                                               4. Information provided to Board.
                                                                                                                                               5.Assist towards creation of sustainable
                                                                                                                                               communities and neighbourhoods that
                                                                                                                                               everyone can be proud of.

                                                                                                     5.2) Impact assessment to be                                                           Mar-10                         Tracey Savory                                                                Impact assessment
                                                                                                     developed to measure outcomes.
                                                                                                     5.3) Outcomes to be reported to                                                        May-10                         Tracey Savory                                                                Outcomes Report
                                                                                                     Excellence in Action group for end of
 6                        Under-Occupation                        Guinness Partnership Allocations   6.1) Analyse Customer Insight data & 1. Better use of stock.                           Dec-09                         Tracey Savory                       Within existing staff resources +        Underoccupation report                   Contact has been made with Dan
                                                                  Strategy                           transfer lists to establish            2. A means of assisting with                                                                                       agreed budget to made available                                                   Mary for testing of report.
                                                                                                     underoccupancy rates.                  overcrowding.
                                                                                                                                            3. Increased customer opportunities for
                                                                                                     6.2) Report to Excellence in Action                                                    Feb-10                         Tracey Savory                                                                Report to Excellence in Action group     Downsizing is a Partnership policy to
                                                                                                                                            mobility that offers flexibility.
                                                                                                     Group on underoccupancy rates and                                                                                                                                                                                                           be picked up 10/11
                                                                                                                                            4. Increased customer satisfaction with
                                                                                                     use of present scheme.
                                                                                                                                            allocations process.
                                                                                                     6.3) Pilot mail out to test demand for 5. To provide a simple scheme for               Mar-10                         Tracey Savory                                                                Mail out
                                                                                                     incentivising moves.                   customers to understand and staff to
                                                                                                                                            6. Excellence in customer service

 7                        Review quality of information           Guinness Partnership Allocations   7.1) Review all information currently     1. To assist with best use of stock.         Nov-09                         Tracey Savory                       Within existing staff resources + £ for Information on a number of housing        Info already exists on a number of
                          provided to existing residents of       Strategy and Status 09             provided on housing options. To           2. Increase mobility opportunities for                                                                          printing of leaflets                    options already exists e.g.               options. This info needs to be pulled
                          housing options.                                                           include, transfers, mutual exchanges,     customers.                                                                                                                                              Homeswapper & Partnership transfer        together into a "signposting"
                                                                                                     local choice based lettings schemes,      3. Housing options information is made                                                                                                                  policy.                                   document.
                                                                                                     common registers.                         easily accessible for customers and
                                                                                                                                               takes into account diversity
                                                                                                     7.2) Create "I want to move" generic      requirements.                                Feb-10                         Tracey Savory                                                                "I want to move" leaflet
                                                                                                     leaflet                                   4. Excellence in customer service.
                                                                                                     7.3) Create template for local info to                                                 Feb-10                         Tracey Savory                                                                Template
                                                                                                     support "I want to move" leaflet
                                                                                                     7.4) Launch "I want to move" leaflet &                                                 Mar-10                         Tracey Savory                                                                Article on Guinness Trust intranet and
                                                                                                     supporting template                                                                                                                                                                                emails
 8                        New tenancy visits                      London Plan 09/13 and Status 09    8.1) Undertake review of new              1. Early identification of tenancy issues.   1-Dec                          Tracey Savory                       Within existing staff resources          Minutes of Allocations & Lettings
                                                                                                     tenancy visits to ensure these are        2. To support customers and minimise                                                                                                                     Service Improvement Team
                                                                                                     being carried out in line with            risk of tenancy failure.
                                                                                                     procedure and consistently across         3. Deal effectively with emerging Anti-
                                                                                                     Guinness Trust.                           Social Behaviour.
                                                                                                                                               4. Deal effectively with rent arrears at
                                                                                                                                               early stage.
                                                                                                                                               5. Excellence in customer service.
                                                                                                                                               6. Assist towards sustainable

                                                                                                     8.2) Review new tenancy visit                                                          Jan-10                         Tracey Savory                                                                New Tenancy checklist
                                                                                                     checklist to ensure that it conforms to
                                                                                                     policy including starter tenancies

                                                                                                     8.3) Agree and add percentage of                                                       Mar-10                         Tracey Savory / Ian Hutchings                                                Performance indicators included on
                                                                                                     visits attempted and completed to                                                                                                                                                                  weekly reports.
                                                                                                     regional performance monitoring
                                                                                                     reports produced by Ian Hutchings.

 9                        Local Lettings Policies                 Guinness Partnership Anti Social   9.1) Audit of where local lettings        1.To tackle Anti-Social Behaviour and    Apr-10                             Tracey Savory                       Within existing staff resources /        Report to Allocations & Lettings
                                                                  Behaviour Strategy                 policies are being used at present.       reduce the reported incidents of Anti-                                                                          Customer Policy team                     Service Improvement Team
                                                                                                     9.2) Produce a suggested data set         Social Behaviour.                        Jun-10                             Tracey Savory                                                                Data set produced
                                                                                                     for monitoring outcomes.                  2. To assist with partnership working
                                                                                                     9.3) Develop guidance for use and         with local authorities .                 Dec-10                             Tracey Savory / Paul Webb -                                                  Guidance launched                        Guidance for Local Lettings Policies
                                                                                                     monitoring.                               3. To provide a consistent approach to                                      Customer Policy Team                                                                                                  included in the updated CPT workplan
                                                                                                                                               how and when local letting policies will                                                                                                                                                          for 2010/11
                                                                                                                                               be requested .
                                                                                                                                               4. Assist with sustainable communities &
                                                                                                                                               creating neighbourhoods to be proud of.

 10                       Homelessness prevention training        Homelessness Strategy and Action   10.1) Develop a training programme        1. Frontline staff are trained to have   Sep-10                             Tracey Savory and Steve Mullings    There will be training costs yet to be   Training programme developed
                                                                  Plan 2009/12                       for frontline staff on homelessness       clear understanding of homeless                                                                                 identified + staff resources.
                                                                                                     legislation and good practice.            legislation & good practice, in terms of
                                                                                                                                               Guinness' and local authority
                                                                                                                                               2. To be able to better inform
                                                                                                                                               3. To reduce number of failed tenancies.
                                                                                                                                               4.Assist towards sustainable

                                                                                                     10.2)Training to be scheduled as part                                                  Apr-11                         Steve Mullings                                                               Evidence of number of staff and job
                                                                                                     of induction and annual refreshers.                                                                                                                                                                function who have had training.

 11                       Information and signposting             Homelessness Strategy and Action   11.1) Review homelessness                 1.Information easily accessible in for       Mar-10                         Tracey Savory                       Within existing staff resources + £ for Report to Allocations & Lettings
                                                                  Plan 2009/12                       prevention and employment services        customers taking into account diversity                                                                         printing of leaflets                    Service Improvement Team
                                                                                                     information available at local offices.   issues.
                                                                                                                                               2. Assist towards homelessness
                                                                                                     11.2) Create generic information          prevention and number of failed              Jun-10                         Tracey Savory                                                                Information leaflet
                                                                                                     leaflet.                                  tenancies.
                                                                                                     11.3) Create template to support          3. Excellence in customer service.           Jun-10                         Tracey Savory                                                                Template
                                                                                                     11.4) Launch flyer and template                                                        Aug-10                         Tracey savory                                                                Article on Guinness Trust intranet and
 12                       Tenancy sustainment                     Homelessness Strategy and Action   12.1) Research current good practice 1.Better communication & understanding Mar-10                                    Tracey Savory                       Within existing staff resources          Report to Allocations & Lettings       There is some early work being
                                                                  Plan 2009/12                       and/ or existing tenancy sustainment of roles & responsibilities between                                                                                                                           Service Improvement Team               carried out on a protocol as part of
                                                                                                     protocols.                           Guinness Trust and Local Authorities.                                                                                                                                                                the Norfolk RSL Alliance
                                                                                                                                          2. To ensure that evictions are used as                                                                                                                                                              Homelessness Strategy (of which
                                                                                                                                          last resort.                                                                                                                                                                                         Guinness is a member). It is also
                                                                                                                                          3. Outcomes from protocol are                                                                                                                                                                        understood that Guinness Northern
                                                                                                                                          monitored.                                                                                                                                                                                           Counties are also developing a
                                                                                                                                          4. Assist towards sustainable                                                                                                                                                                        tenancy sustainment strategy and
                                                                                                                                          communities.                                                                                                                                                                                         work may be carried out that we
                                                                                                                                                                                                                                                                                                                                               could link into for this action.

                                                                                                     12.2) Develop draft protocol taking                                                    Jun-10                         Tracey Savory                                                                Draft protocol
                                                                                                     into consideration regulatory, legal
                                                                                                     and pre court protocol requirements.

                                                                                                     12.3) Develop monitoring systems for                                                   Aug-10                         Tracey Savory                                                                Evidence of outcomes e.g. what
                                                                                                     use and impact of protocol                                                                                                                                                                         outcome has been achieved by
                                                                                                                                                                                                                                                                                                        referral to homeless prevention
                                                                                                                                                                                                                                                                                                        services (eviction averted, arrears
                                                                                                                                                                                                                                                                                                        decreased etc)
                                                                                                     12.4) Agree which local authority                                                 Sep-10                              Tracey Savory                                                                Tenancy sustainment protocol
                                                                                                     partners we will consult with on
                                                                                                     development of and sign up to
 13                       Transfer policy                         Homelessness Strategy and Action   13) Develop a Guinness Partnership 1.Increased opportunities for customer         Aug-09                              Paul Webb - Customer Policy Team    Within existing staff resources          Policy & guidelines published on         Complete
                                                                  Plan 2009/12                       transfer policy to enable customers to mobility.                                                                                                                                                   Guinness Partnership Intranet and
                                                                                                     benefit from the Group structure.      2.Increase satisfaction with allocations &                                                                                                                  website on 03.08.09
                                                                                                                                            lettings process.
                                                                                                                                            3. Excellence in customer service.

 14                       Surrender of tenancies                  Homelessness Strategy and Action   14.1) Develop a "safe" tenancy            1. Reduce no. of abandoned tenancies         Mar-11                         Tracey Savory / Paul Webb -         Within existing staff resources.         Surrender of tenancy policy (to          This will be picked up as Partnership
                                                                  Plan 2009/12                       surrender policy for vulnerable           and possession orders.                                                      Customer Policy Team                                                         include residents entering prison and    housing policy in 2010/11.
                                                                                                     residents and residents entering          2. Reduction in associated landlord                                                                                                                      vulnerable residents).
                                                                                                     prison.                                   costs.
                                                                                                                                               3. Reduce former tenant arrears for
                                                                                                                                               residents in these categories.
                                                                                                                                               4. Assist towards homelessness
                                                                                                                                               prevention and sustainable communities.

                                                                                                     14.2) Consider tenancy surrender of                                                                                                                       Allocations and lettings project group
                                                                                                     vulnerable tenants as part of the
                                                                                                     Partnership Vulnerable Customers
                                                                                                     Policy currently being produced and
                                                                                                     due to be signed off Dec 09'

                                                                                   SUPPORTED HOUSING

                                                                                                                                                                                                                                         Target date
    Reference                                 Issue to be                           Who raised the                                                                                                                                                                    Required     Evidence Available
                                                                                                                                                        Action to take                                                 Desired outcome    Original         Lead                                         Progress report
     Number                                   addressed                                issue?                                                                                                                                                                         (Staff, £,       Required

                                                                                   Mock Inspection                                                                                                                                                     Service
                      Develop strategy for resident involvement in sheltered
1                                                                                  Recommendations Jan Develop strategy involving residents, staff, partners and stakeholders.                                                                         Improvement
                                                                                   09                                                                                                                                                                  Chair

                                                                                                           Identify areas where take up is low.                                                                                                        Improvement

                                                                                                           Collate information available, i.e. post let feedback, customer surveys, applications and nominations for
                                                                                                           sheltered housing.

                                                                                   Mock Inspection
                      Explore reasons why take up of sheltered housing is low in
2                                                                                  Recommendations Jan
                      some areas
                                                                                   09                  Identify groups in the locations where sheltered housing is provided ( i.e. age concern, ethnic minority
                                                                                                       groups) and ask them their opinion on the accommodation that is available

                                                                                                            Also speak to stakeholders, current residents, agencies in the localities to ask their opinions or
                                                                                                           information they may obtain about why the take up is low.

                                                                                                           Produce easy to understand information that has been developed involving customers, staff, partners and

                                                                                                           Make staff aware of the availability of information and circulate.

                                                                                   Mock Inspection
                      Communicate how the funding regime works for residents
3                                                                                  Recommendations Jan
                      and what options are available

                                                                                                           Obtain feedback from residents that use this information on its effectiveness.

                                                                                                           Use feedback to improve.


                                                                           Prospects for Improvement

Reference          Issue to be                                     Who raised the       Action to take                                                                                             Desired outcome                    Target date   Lead                  Resources Required       Evidence Available Required          Progress report
Number             addressed                                       issue?                                                                                                                                                             Original                            (Staff, £, Partners)
1                  Enhance scrutiny in partnership with        Resident Involvement 1) Set up a scrutiny structure in consultation with Area Panels which affords partnership working with         Greater joint focus with customers Oct-09        Service Improvement within existing            Minutes of Scrutiny Committee        Scrutiny Committee agreed by South East Regional Panel 17 July.
                   customers to monitor performance trends and and Community          customers as well as a measure of independence and can make a real difference by linking into exiting        on priorities for service                        Director            resources, within                                               Membership and terms of reference to be agreed at September Board
                   progress on delivering service improvements Investment Action Plan decision making processes                                                                                    improvements                                                         existing tenant                                                 meeting
                                                               2009 - 2010                                                                                                                                                                                              expenses policy

2                  To have an effective Service Improvement        Mock inspection      2.1) Set up Service Improvement Teams in key areas with input from customers and other stakeholders        An effective process for           Jul-09        Service Improvement within existing            Minutes of Service Improvement       Service Improvement Teams regularly taking place and Service
                   process in place to plan, implement and         Recommendations                                                                                                                 continuous service improvement                   Team Chairs         resources, within          Team meetings                        Improvement Plan in place and being monitored by Excellence in
                   review service improvements in key areas                                                                                                                                                                                                             existing tenant                                                 Action Group and Guinness Trust Board
                                                                                                                                                                                                                                                                        expenses policy

                                                                                        2.2) Have an effective system in place to monitor and review actions within the Service Improvement Plan, Effectively track progress on       Nov-09        Business Change       would benefit from new                                        Service Improvement Director and Business Change Manager have
                                                                                        software solutions to be considered at a partnership level                                                achieving targets within Service                  Manager               IT solution across the                                        been to demonstration of Clearview tracking software and other
                                                                                                                                                                                                  Improvement Plan                                                        Partnership                                                   solutions are being explored

3                  How can we ensure that all staff understand     Mock inspection      3.1) Carry out staff road shows                                                                            Greater staff understanding,       Jul-09        EMT                   within existing          Roadshow feedback                    Evolution Roadshows in June 2009 attended by majority of staff and
                   the importance of service improvement and       Recommendations                                                                                                                 commitment and accountability                                          resources                                                     learning and feedback shared across the organisation
                   can appreciate the "Golden Thread" linking
                   the Guinness Trust's strategy and their role.

                                                                                        3.2) Include within annual appraisal process                                                                                                  May-10        Regional              within existing          Appraisal assessments                Is part of ongoing appraisal process and was included in staff
                                                                                                                                                                                                                                                    Management Team       resources                                                     appraisals completed in 2009

                                                                                        3.3) Increase awareness through intranet, Talk of the Trust, events such as "talking neighbourhoods" and                                      Sep-10        Regional              within existing                                               Talking Neighbourhoods day planned for 1 October 2009, SNI dry run,
                                                                                        team briefings                                                                                                                                              Management Team       resources                                                     information on intranet

4                  How do we ensure that the changes we are        Self assessment      4) To set up effective systems to measure the outcomes of service improvement including Resident           To be able to measure the impact   Mar-10        Service Improvement within existing                                                 Resident Impact Assessment, Mystery Shopping and Status Survey
                   putting in place have a positive outcome for                         Impact Assessments, Equality Impact Assessments and customer feedback including surveys and                of improvements being made                       Team Chairs         resources                                                       results have all measured the positive impact of improvements in the
                   customers                                                            mystery shopping.                                                                                                                                                                                                                               last 12 months

5                  To become a learning organisation by looking Self assessment         5.1) Benchmark costs and performance through HouseMark                                                     To review best practice and reflect Jan-10       Regional                                                                            Part of HouseMark and benchmarking data being produced for year
                   at best practice and performance within the                                                                                                                                     on how we are doing and improve                  Management Team                                                                     end 2008/9
                   sector and elsewhere                                                                                                                                                            performance

                                                                                        5.2) To learn from outside organisations by attending conferences, seminars and workshops                                                     Sep-09        Regional              within existing          Report back from site visits being   learning routinely considered at PSIG and Excellence in Action Group
                                                                                                                                                                                                                                                    Management Team       resources                discussed at PSIG

                                                                                        5.3) To include external validation of plans (including mock inspection) and include critical friends                                         Nov-10        SID                                                                                 Some Service Improvement Teams have critical friend such as access
                                                                                        wherever possible on Service Improvement Teams                                                                                                                                                                                                  and customer care and resident involvement. Mock Inspection
                                                                                                                                                                                                                                                                                                                                        planned for October 2009

6                  Increase value for money ethos within the       Self assessment      6) To ensure all staff know the importance of Value for Money initiatives and are encouraged to identify   Achieve efficiency savings which   Apr-10        Value for Money                                                                     Log to capture initiatives set up, sessions at managers' away day on
                   organisation                                                         these within their area of work                                                                            can be used to improve services                  Service Improvement                                                                 19 June, articles in Talk of the Trust
                                                                                                                                                                                                   in other areas                                   Team Chair

7                  To promote a performance culture within the     Self assessment      7) To put in place a comprehensive performance management framework                                        Improve the range of performance Jan-10          Quality Assurance     within existing                                               Partnership Performance Manual in place, members of HouseMark,
                   Trust                                                                                                                                                                           reports and value added analysis                 Manager               resources                                                     Scrutiny Committee set up, local Performance Indicators being
                                                                                                                                                                                                   of trend data                                                                                                                        produced on a weekly basis by Quality Assurance Manager


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