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					EALING HOMES IMPROVEMENT PLAN 2010-2012 - DRAFT v1                                                                                      DATE PRINTED:                                       1/17/2011
                                                                                                                                                                          Risk Score:
        Recommendation / TSA                                                                                                                                           Likelihood (1-5) x
        Requirement / Business                                                                                                                                           Severity (1-5)
Ref No.     Plan Proposal                            Action                                  Performance Measures                       Target Date     Lead Officer   (1=Low, 5=High)             Progress / Comments             Status
AUDIT COMMISSION DRAFT RECOMMENDATIONS
 R1a   Work with the Council to Produce a long-term strategy and                 Long-term strategy for sheltered housing                 Sep-11      Mark Meehan      L=4,S=4: risk
       clarify the long-term future action plan for sheltered housing            approved by Cabinet                                                                   score=16
       of sheltered                                                                                                                                                                                                                 Green
       accommodation schemes

 R1b   Ensure service standards      In consultation with residents produce New service standards booklet produced and                    Sep-11      Leslie Morson / L=2,S=2: risk         The timescale has been set by the
       are tailored to meet the      new service standards for sheltered    distributed to all LBE sheltered housing tenants                          Jenny Mashayekh score=4               Audit Commission, but we will aim to
       needs of sheltered            housing tenants that are tailored to                                                                                                                   produce the service standards by        Green
       housing tenants               meet their needs                                                                                                                                       March 2011

 R1c   Improve the internal          In consultation with residents produce Programme published for the internal                          Sep-11      Mark Meehan /    L=4,S=3: risk        The redecoration of communal areas
       decoration and furnishing     a programme for the internal           redecorations to sheltered schemes and                                    Leslie Morson    score=12             is included in the Decent Homes
       of communal areas in          redecoration of sheltered schemes      replacement of furniture in common rooms                                                                        programme. The redecoration of
                                                                                                                                                                                                                                    Green
       some sheltered schemes.       and replacement of furniture in                                                                                                                        common rooms and provision of
                                     common rooms where necessary                                                                                                                           furniture will need to be considered

 R2a   Ensure new tenant visits      In consultation with new tenants agree All new visits to be carried out 4-6 weeks after              Jun-11      Jenny Mashayekh L=2,S=2: risk         This will be introduced by December
       are arranged at an earlier    a new timescale for carrying out new the tenancy sign up.                                                                        score=4               2010
       stage to ensure they are      tenant visits
                                                                                                                                                                                                                                    Green
       provided with the
       information to access
       support services;
 R2b   Strengthen links with         Provide all ASB partners with contact       Contact details for ASB staff provided to all            Jun-11      Ray Fallon       L=2,S=3: risk
       partners when dealing         details for Ealing Homes' ASB staff         ASB partners and a system put in place to                                             score=6
                                                                                                                                                                                                                                    Green
       with ASB cases;               and provide updates of any staff            notify them of staff changes
                                     changes
 R2c   Review with residents, the    Review with residents the existing          Service standards / local offers for grounds             Jun-11      Kevin Murray     L=3,S=3: risk
       existing arrangements for     arrangements for grounds                    maintenance agreed with residents and built                                           score=9
       grounds maintenance;          maintenance and identify service            into the new contracts                                                                                                                             Green
                                     standards / local offers for inclusion in
                                     the new contracts
 R2d   Improve performance and       Review with residents the existing          Service standards / local offers for litter picking,     Jun-11      Kevin Murray     L=3,S=3: risk
       arrangements for litter       arrangements for litter picking,            recycling, signage and preventing dog fouling                                         score=9
       picking, recycling, signage   recycling, signage and dog fouling and      agreed with residents
                                                                                                                                                                                                                                    Green
       and dog fouling.              identify service standards / local offers
                                                                             Action plan produced to enable the service
                                                                             standards to be achieved
 R3a   Further improve systems       Review systems to improve prevention Review of systems completed and                                 Apr-11      Nina Chapman     L=3,S=3: risk
       to identify and reduce        and collection of former tenant arrears improvements made where necessary                                                         score=9
       former tenant arrears                                                                                                                                                                                                        Green
                                                                                 Former tenant arrears as a percentage of the
                                                                                 rent roll (target for 2010/11 = 3.9%)
 R3b   Ensure that the cost of       Agree with the Council and                  Strategy agreed for ensuring that the cost of            Apr-11      Peta Caine       L=4,S=4: risk
       providing leaseholder         leaseholders a strategy for ensuring        providing leaseholder services is covered by                                          score=16
       services is covered by        that the cost of providing leaseholder      the service charges                                                                                                                                Green
       income from service           services is covered by income from
       charges                       service charges
 R4a   Improve facilities and the    Work with the council to agree an       Action plan agreed for improvements to                       Apr-11      Jenny Mashayekh L=4,S=3: risk
       environment of local          action plan for improving the reception Perceval House public areas                                                              score=12
                                                                                                                                                                                                                                    Green
       offices shared with the       facilities / environment at Perceval
       Council                       House



   .                                                                                                                    Page 1                                                                                                     1/17/2011
EALING HOMES IMPROVEMENT PLAN 2010-2012 - DRAFT v1                                                                                DATE PRINTED:                                       1/17/2011
                                                                                                                                                                    Risk Score:
        Recommendation / TSA                                                                                                                                     Likelihood (1-5) x
        Requirement / Business                                                                                                                                     Severity (1-5)
Ref No.     Plan Proposal                             Action                              Performance Measures                    Target Date     Lead Officer   (1=Low, 5=High)             Progress / Comments               Status
      COMMISSION DRAFT satisfaction survey results and
AUDIT Review with residents the Use RECOMMENDATIONS
 R4b                                                                           The most frequent reasons for dissatisfaction        Apr-11      Gail Pilides     L=3,S=3: risk
       reasons for low            other feedback from residents to             identified and used to produce an action plan to                                  score=9
       satisfaction when handling identify common reasons for                  improve satisfaction
       complaints                 dissatisfaction with complaints                                                                                                                                                               Green
                                  handling and formulate an action plan Percentage of complaints satisfied with the way
                                  for improving satisfaction.           their complaint was dealt with (target for
                                                                        2010/11 = 50%)
TENANT SERVICES AUTHORITY (TSA) NATIONAL STANDARDS & LOCAL OFFERS
TSA1   All providers should by 1st    Work with the Council and residents to Annual report published and distributed to all         Sep-10      M Crank /        L=3,S=3: risk        The first annual report was produced
       October in each year           produce the first annual report        tenants and leaseholders                                           G Pilides /      score=9              by 1st October 2010 and has been
       publish a report for their                                                                                                               G Tennet                              sent to the TSA. A copy will be placed
                                                                                                                                                                                                                                Green
       tenants on how they are                                                                                                                                                        on the EH and LBE websites. A copy
       meeting the TSA                                                                                                                                                                will be sent to all actively involved
       standards                                                                                                                                                                      residents.
TSA2   All standards have a           Agree local offers with residents for:   Local offers agreed with residents, published        Mar-11      EMT              L=2,S=4: risk        From the TSA Regulatory Framework
       requirement that providers                                              and systems set up to monitor performance                                         score=8
       must set out their service     - repairs and maintenance
       offer for their tenants and    - tackling antisocial behaviour                                                                                                                                                           Green
       then meet these                - cleaning & grounds maintenance
       commitments                    - tenant involvement &
                                        empowerment
TSA3                                  Agree local offers for all other TSA     Local offers agreed with residents, published        Mar-12      EMT              L=2,S=4: risk        From the TSA Regulatory Framework
                                      standards                                and systems set up to monitor performance                                         score=8
                                                                                                                                                                                                                                Green
                                                                         New service standards published
TSA4   Registered providers shall Work with residents such as those on Policy for maintaining communal areas                        Sep-11      P Caine          L=2,S=4: risk        From the TSA Neighbourhood &
       consult with tenants in    the Repairs Working Group to develop produced and published                                                                    score=8              Community Standard
       developing a published     a policy for maintaining and improving
       policy for maintaining and neighbourhoods.
       improving the                                                                                                                                                                                                            Green
       neighbourhoods
       associated with their
       homes.

TSA5   Registered providers shall     Carry out a service review of the ASB ASB service review completed and action plan            Mar-11      P Caine          L=4,S=4: risk        From the TSA Neighbourhood &
       demonstrate… prompt,           service, including the higher volume of produced                                                                           score=16             Community Standard
       appropriate and decisive       cases as a result of the increased
       action is taken to deal with   accessibility of the service
       ASB before it escalates
                                                                                                                                                                                                                                Green
       and … all tenants can
       easily report ASB and are
       kept informed about the
       status of their case

TSA6   Registered providers shall     Carry out a review of the Customer     Review of the Customer Service Centre                  Dec-10      P Caine          L=3,S=4: risk
       demonstrate … plans and        Service Centre in preparation for the  completed and action plan produced                                                  score=12
       priorities for delivery of     reintegration of Ealing Homes into the                                                                                                                                                    Green
       further value for money        council's structures
       improvements




   .                                                                                                               Page 2                                                                                                      1/17/2011
EALING HOMES IMPROVEMENT PLAN 2010-2012 - DRAFT v1                                                                          DATE PRINTED:                                       1/17/2011
                                                                                                                                                              Risk Score:
        Recommendation / TSA                                                                                                                               Likelihood (1-5) x
        Requirement / Business                                                                                                                               Severity (1-5)
Ref No.     Plan Proposal                           Action                            Performance Measures                  Target Date     Lead Officer   (1=Low, 5=High)            Progress / Comments         Status
 TSA7 COMMISSION DRAFT RECOMMENDATIONS
AUDIT In agreeing a local offer, Agree a local offer for the quality of    Local offer agreed for the standard of Ealing      Sep-11      J Tunney         L=3,S=3: risk        From the TSA Home Standard
         ensure that it is set at a   homes, which meets the TSA Home      Council properties, which will guide the major                                  score=9
         level not less than these    Standard and the Decent Homes        works programme
         standards and have           Standard                                                                                                                                                                     Green
         regard to section 6 of the
         Government’s Decent
         Homes Guidance
 TSA8    Provide a cost-effective     Procure new repairs and maintenance New repairs and maintenance contracts let           Apr-11      J Tunney /       L=2,S=5: risk        From the TSA Home Standard
         repairs and maintenance      contracts that meet the TSA Home                                                                    G Coia           score=10
         service to homes and         Standard                                                                                                                                                                     Green
         communal areas.

 TSA9    Registered providers shall Revisit the possible use of introductory Decision made as to whether to use               Oct-11      J Mashayekh      L=3,S=2: risk        From the TSA Tenancy Standard
         offer and issue the most   tenancies                                introductory tenancies                                                        score=6
         secure form of tenure
         compatible with the
                                                                                                                                                                                                                   Green
         purpose of the housing
         and the sustainability of
         the community.

TSA10 Registered providers must Produce a Resident Training Strategy Resident Training Strategy agreed and                    Mar-11      M Crank          L=3,S=2: risk        From the TSA Tenant Involvement
      offer tenants support so                                       published                                                                             score=6              and Empowerment Standard
      they are more able to be
                                                                                                                                                                                                                   Green
      effectively engaged,
      involved and empowered




    .                                                                                                             Page 3                                                                                          1/17/2011
EALING HOMES IMPROVEMENT PLAN 2010-2012 - DRAFT v1                                                                               DATE PRINTED:                                       1/17/2011
                                                                                                                                                                   Risk Score:
        Recommendation / TSA                                                                                                                                    Likelihood (1-5) x
        Requirement / Business                                                                                                                                    Severity (1-5)
Ref No.     Plan Proposal                           Action                               Performance Measures                    Target Date     Lead Officer   (1=Low, 5=High)             Progress / Comments                Status
AUDIT COMMISSION DRAFT RECOMMENDATIONS FORWARD FROM THE PREVIOUS IMPROVEMENT PLAN)
BUSINESS PLAN OBJECTIVES (ACTIONS CARRIED
 BP1   Complete the Decent          Work with the contractors to complete Percentage of non-decent homes (2010/11                  Mar-11      J Tunney         L=4,S=4: risk        Programme is on target.
       Homes Programme to           the Decent Homes programme on         target = nil)                                                                         score=16             June 2010:
       time and to budget           time and within budget, including                                                                                                                % non-decent homes = 16.19%
                                                                                                                                                                                                                               Green
                                    works to sheltered schemes.           Percentage of capital budget spent (2010/11                                                                (profile target = 15.73%)
                                                                          target = 100%)                                                                                             % spend = 12.80% (profile target =
                                                                                                                                                                                     14.52%)
 BP2   Continue to improve          Carry out further training for staff on   Training sessions completed                          Oct-10      G Coia           L=3,S=2: risk        Training sessions to be arranged
       repairs performance          the repairs ordering policy with an                                                                                         score=6
                                                                                                                                                                                                                               Green
       working with contractors     emphasis on minimising emergency          Emergency/Urgent jobs as a percentage of all
       to meet all annual targets   orders.                                   jobs
 BP3   Deliver to cost and          Deliver the 2010/11 fire safety           Percentage of fire safety budget spent (target =     Mar-11      J Tunney         L=3,S=5: risk        2010/11 fire safety budget = £3.2m.
       timetable the Fire Safety    programme on time and within budget.      100%)                                                                             score=15             Two contracts being procured to carry     Green
       Programme 2010-11                                                                                                                                                             out the bulk of the works
 BP4   Roll forward the             Improve the systems for monitoring      System introduced for monitoring follow-up             Jan-11      H Armand         L=2,S=3: risk        A priority complaints monitoring
       Improvement Plan and         follow-up action relating to complaints actions                                                                             score=6              system was introduced by the Repairs
       implement revised actions                                                                                                                                                     team                                      Green
       for 2010-11                                                            Percentage of residents satisfied with
                                                                              complaints handling
 BP5                                Introduce a computerised workflow         Workflow system introduced                           Oct-10      H Armand         L=4,S=2: risk        Feasibility report completed and as a
                                    system to send reminders of                                                                                                 score=8              result workflow was introduced for
                                    approaching deadlines.                    Percentage of stage 1 complaints responded to                                                          member complaints. There is
                                                                              on time (2010/11 target = 96%)                                                                         additional work ongoing to look at
                                                                                                                                                                                     using the sytem to use emails as a        Green
                                                                                                                                                                                     prompt.

                                                                                                                                                                                     % stage 1 complaints completed on
                                                                                                                                                                                     time = 100% (Aug 2010)
 BP6                                Work with the council to review           Options reviewed and decision taken about the        Dec-10      Mark Meehan /    L=4,S=2: risk        A new system has been procured.
                                    options for the improvement /             expansion of the service.                                        Leslie Morson    score=8              This new system will be installed in
                                    expansion and delivery of the                                                                                                                    the new location for the Careline
                                                                                                                                                                                                                               Green
                                    Council’s Careline service                                                                                                                       control center when the service is
                                                                                                                                                                                     relocated to offices at the Greenford
                                                                                                                                                                                     depot.
 BP7                               Attend and host networking events to       Hold two 'Connections' events involving              Mar-11      M Crank          L=2,S=2: risk        One connection event was held earlier
                                   maximise the sharing of resources          partners during 2010/11                                                           score=4              this year; the second will be held
                                                                                                                                                                                                                               Green
                                   among partnership agencies for                                                                                                                    towards the end of the year.
                                   resident involvement
 BP8   Develop further the plan to Investigate with the Council the           Number of unlawfully sublet properties               Sep-10      H Armand /                            Advertising campaign was run in
       reduce ASB following the possible introduction of an incentive         repossessed                                                      G Tennet                              March 10, which resulted in a low
       evaluation of the           payment to residents who provide                                                                                                                  response. LBE have investigated
                                                                                                                                                                   Completed                                                  Completed
       effectiveness of current    information on unlawful subletting.        Incentive scheme investigated and decision                                                             introducing an incentive scheme and
       projects                                                               made about the introductions                                                                           concluded that this should not be
                                                                                                                                                                                     pursued.
 BP9   Implement the Value for      Agree the service level agreements for All 2010/11 SLAs agreed and signed-off                  Jun-10      P Caine          L=4,S=3: risk        All SLAs were reviewed and all were
       Money Strategy 2010-11       2010/11 with the Council.                                                                                                   score=12             signed off (except the pest control
                                                                                                                                                                                                                                Red
                                                                                                                                                                                     SLA, for which the cost of the service
                                                                                                                                                                                     is being negotiated)




   .                                                                                                              Page 4                                                                                                      1/17/2011
EALING HOMES IMPROVEMENT PLAN 2010-2012 - DRAFT v1                                                                                         DATE PRINTED:                                       1/17/2011
                                                                                                                                                                             Risk Score:
        Recommendation / TSA                                                                                                                                              Likelihood (1-5) x
        Requirement / Business                                                                                                                                              Severity (1-5)
Ref No.     Plan Proposal                               Action                                  Performance Measures                       Target Date     Lead Officer   (1=Low, 5=High)              Progress / Comments                Status
 BP10 COMMISSION for
AUDIT Deliver all outcomes DRAFT RECOMMENDATIONS
                              Issue revised profiling data request              Forms sent to all leaseholders                               Aug-10      P Ronayne        L=2,S=2: risk        An equality profiling form was sent to
        diverse residents set out       forms to all leaseholders.                                                                                                        score=4              all leaseholders.
        in the Diversity Scheme                                                 Percentage of profiling data held (target for                                                                  % of profiling data held for
        2010-11                                                                 2010/11 = 45%)                                                                                                 leaseholders=43% in Jun 10
                                                                                                                                                                                                                                           Amber
                                                                                                                                                                                               (compared to 16% in 2008)

                                                                                                                                                                                               A further profiling request form will be
                                                                                                                                                                                               sent to leaseholders in Oct 10
 BP11   Deliver a learning and          Working closely with partners to        50% increase in residents engaged in training                Mar-11      M Crank          L=2,S=2: risk        57 residents attended training in
        development programme           provide training opportunities for                                                                                                score=4              2009/10. 14 residents have attended
        for Board and residents to      residents                                                                                                                                              training in Q1, 2010/11                     Green
        facilitate full participation
        by residents
 BP12   Continue to improve             Introduce ‘Quality Monitors’ on estates Quality Monitors' system introduced.                         Sep-10      P Ronayne        L=2,S=2: risk        Pilot estate to be chosen initially.
        service to leaseholders by      and publicise the monitoring results                                                                                              score=4
        implementation of the                                                                                                                                                                                                              Green
        Leaseholder Service Plan
        10-11
 BP13   Monitor recovery of actual      Finalise the options appraisal report   Options appraisal report completed and option                Mar-11      P Caine          L=4,S=3: risk        The gap between service charges and
        costs of the leasehold          and implement the option chosen by      chosen by LBE.                                                                            score=12             actual costs has been reduced due to
        management function,            the council to ensure that service                                                                                                                     efficiency savings. The options paper
        including the costs of the      charges match costs.                                                                                                                                   for reducing the gap further will be
                                                                                                                                                                                                                                           Green
        Home Ownership Service,                                                                                                                                                                discussed with LBE.
        following a revision of the
        policy and processes

 BP14   Work positively and pro-        In conjunction with the council use    Future housing management strategy                            Mar-11      EMT              L=3,S=3: risk        The Funday on 31/7/10 was used to
        actively with LBE to            planned consultation events to involve discussed with residents at consultation                                                   score=9              consult on the TSA standards.
        deliver the transition to the   residents in the future housing        events.                                                                                                         The Repairs Working Group was
        future housing                  management arrangements and the                                                                                                                        consulted so that the TSA Standards         Green
        management                      development of the TSA national and                                                                                                                    for repairs would be integrated into the
        arrangements                    local standards.                                                                                                                                       specification for the new R&M
                                                                                                                                                                                               contracts.
 BP15                                   Produce a plan for managing the         Transition management plan produced                          Nov-10      EMT              L=3,S=4: risk        A transition management plan has
                                        transition from Ealing Homes to the                                                                                               score=12             been produced and will be monitored
                                                                                                                                                                                                                                           Green
                                        council's new integrated housing                                                                                                                       separately by the Transition Group
                                        service
                                                                                /ealing homes improvement plan revised aug 2010




   .                                                                                                                              Page 5                                                                                                  1/17/2011
EALING HOMES IMPROVEMENT PLAN 2010/11 - COMPLETED ACTIONS                                                                DATE PRINTED:                                  1/17/2011
                                                                                                                                                      Risk Score:
                                                                                                                                                   Likelihood (1-5) x
 Ref    Business Plan                                                                                                     Target                     Severity (1-5)
 No.      Proposal                           Action                             Performance Measures                       Date     Lead Officer   (1=Low, 5=High)           Progress / Comments               Status
KEY OBJECTIVE 1 - THE HOME
  1    Complete the          Employ an OT Assistant to contact all     Percentage of tenants on the adaptations           Dec-10   J Tunney                             An OT Asst was employed and
       Decent Homes          council tenants on the waiting list for   waiting list contacted for needs assessment                                                      contacted all tenants on waiting list
                                                                                                                                                      Completed                                                Completed
       Programme to time     adaptations to establish need.            (target = 100%)                                                                                  apart from those where contact details
       and to budget                                                                                                                                                    were unclear or incorrect
  2    Continue to           Hold a workshop with contractors to       Joint workshops held                               Mar-11   G Coia                               Three workshops were held.
       improve repairs       agree the methodology for collecting                                                                                                       Methodology for calculating the PI was
       performance           and calculating ‘right first time’ data   Percentage of jobs completed 'right first time'                                                  agreed and actions for improving
       working with          and agree actions to improve              (2010/11 target = 95%)                                                         Completed         performance were agreed.               Completed
       contractors to meet   performance.                                                                                                                               % jobs completed right first time =
       all annual targets                                                                                                                                               91.5% (June 2010)

                             Surveyors to identify works during        System introduced for surveyors to attend          Nov-10   J Tunney                             New system introduced as a result of
                             estate inspections for inclusion in the   estate inspections                                                                               Leaders Conference project.
                             planned maintenance programme                                                                                            Completed         Performance is monitored by the        Completed
                                                                       Percentage of planned maintenance carried out                                                    Service Improvement Team
                                                                       (2010/11 target=70%)
KEY OBJECTIVE 2 - THE SERVICE
  3    Roll forward the      Run a publicity campaign to highlight     Online services publicised                         Sep-10   A Mahady                             A poster campaign is currently being
       Improvement Plan      the availability of online services                                                                                                        run to describe services that are
       and implement                                                   Percentage of hits per month increased (target                                 Completed         available online. Posters are in the   Completed
       revised actions for                                             = 10% increase)                                                                                  Area Offices, community centres etc.
       2010-11
                           Amend the tenancy termination               Tenancy termination procedure revised              Sep-10   J Mashayekh                          The rent arrears procedure was
                           process so that outgoing tenants are                                                                                                         amended so that outgoing tenants are
                                                                                                                                                      Completed                                               Completed
                           better aware of the need to clear all       Former tenant arrears as a percentage of the                                                     made more aware of the need to clear
                           arrears before leaving.                     rent roll                                                                                        arrears before leaving
                           Use social networking sites such as         Ealing Homes’ social networking sites set up       Apr-10   M Crank                              Ealing Homes' details set up on
                           Twitter and Facebook to engage and          and being used                                                                                   Facebook and a chat facility has been
                                                                                                                                                      Completed                                               Completed
                           inform residents about our                                                                                                                   set up on LivEaling (young persons'
                           involvement activities                                                                                                                       website)
  4    Develop further the Improve the information given to            Systems amended to incorporate monthly             May-10   R Fallon                             Systems introduced to provide
       plan to reduce ASB victims of ASB, including providing          updates and joint case closure.                                                                  monthly updates to victims and case
           following the   monthly progress updates and case                                                                                          Completed         closure interviews.                   Completed
        evaluation of the closure interviews                           Percentage of residents satisfied with the
         effectiveness of                                              handling of ASB (target for 2010/11 = 80%)
         current projects Investigate with the Council the             Number of unlawfully sublet properties             Sep-10   H Armand /                           Advertising campaign was run in
                           possible introduction of an incentive       repossessed                                                 G Tennet                             March 10, which resulted in a low
                           payment to residents who provide                                                                                                             response. LBE have investigated
                                                                                                                                                      Completed                                             Completed
                           information on unlawful subletting.         Incentive scheme investigated and decision                                                       introducing an incentive scheme and
                                                                       made about the introductions                                                                     concluded that this should not be
                                                                                                                                                                        pursued.
  5      Implement the       Run a promotional campaign for Direct DD advertised in Key Issues                            Dec-10   N Chapman                            DD advertised in Key Issues (Summer
        Value for Money      Debit payments (including advertising                                                                                                      2010 and Autumn 2010).
        Strategy 2010-11     the prize draw incentive).            Percentage of tenants paying by direct debit                                       Completed         The percentage paying by DD         Completed
                                                                                                                                                                        increased from 9% in Dec 09 to 18%
                                                                                                                                                                        in June 2010
  5      Implement the
                                                                                                                                             Risk Score:
        Value for Money
                                                                                                                                          Likelihood (1-5) x
        Strategy 2010-11
 Ref    Business Plan                                                                                            Target                     Severity (1-5)
 No.      Proposal                          Action                            Performance Measures                Date     Lead Officer   (1=Low, 5=High)           Progress / Comments                   Status
KEY OBJECTIVE 1 - THE HOME
                   Agree a programme of pest-proofing                Programme of pest-proofing introduced       Jul-10   K Murray                             Pest proofing for mice etc has been
                            with the Council.                                                                                                                  carried out on various properties by
                                                                                                                                             Completed         Agent Orange. The new pest control Completed
                                                                                                                                                               SLA also has provision for LBE to
                                                                                                                                                               carry out pest proofing.
  6    Deliver all          Consult Stonewall to improve             Agencies consulted and procedures amended   Jul-10   M Crank                              Consultation held with Stomewall and
       outcomes for         processes to sensitively collect data                                                                                              Ealing Homes is now a Stonewall
       diverse residents    on sexual orientation and other                                                                                                    accredited organisation. A lunch and
       set out in the       agencies to assist with the collection                                                                                             learn session was held in Jun 2010.
       Diversity Scheme     of data on the other equality strands.                                                                           Completed         The staff and customer satisfaction  Completed
       2010-11                                                                                                                                                 survey forms were amended to cover
                                                                                                                                                               sexuality and transgender questions.


                            Test the website with the E&D Panel,     Website tested and amended as necessary     Jun-10   A Mahady                             The Diversity Panel was consulted
                            Young Persons Group, Disability                                                                                                    about the website (a presentation was
                                                                                                                                             Completed                                                Completed
                            Forum and Youth Forum                                                                                                              given and there was a discussion
                                                                                                                                                               abouty barriers etc)
                            Monitor the key actions from the         All EQIAs monitored at the Panel.           Jul-10   M Crank                              Progress in implementing the EQIAs
                            Equality Impact Assessments at the                                                                                                 is being monitored at monthly Equality
                                                                                                                                             Completed                                                Completed
                            Equality & Diversity Panel.                                                                                                        and Diversity Panel meetings

                            Work with young people and partners Consultation held and new website introduced.    Jul-10   M Crank                              The website was jointly developed
                            such as Ealing Youth Parliament to                                                                                                 with young people and went live in
                                                                                                                                             Completed                                                    Completed
                            further develop the young persons                                                                                                  June 2010
                            website.
                            Review sign-up procedures/pack, with New sign-up pack introduced.                    Jun-10   P Shah                               The sign=up pack was reviewed and
                            resident input; content & formats to                                                                                               revamped by the Leaders Conference
                                                                                                                                             Completed                                            Completed
                            meet all residents’ information needs Percentage of new tenants satisfied with the                                                 project team.
                                                                    service
                            Compile a list of volunteer translators List of volunteer translators produced and   Jun-10   M Crank                              A list of volunteer translators has been
                            among residents and promote the         residents notified of the availability of                                                  compiled.
                                                                                                                                             Completed                                                    Completed
                            volunteer translator service on estates translators.

  7    Further develop      Carry out gap analyses of current        Gap analysis completed and action plan      Oct-10   P Davey                              Gap analyses and action plans were
       and implement the    services against the TSA national        produced.                                                                                 produced for all of the National
       TSA national         standards and produce a programme                                                                                                  Standards. Details were fed into the
                                                                                                                                             Completed                                                    Completed
       standards for        of actions to address the gaps                                                                                                     first annual report.
       Housing
       Management
  8    Deliver a learning   Implement a training programme for       Training programme agreed and circulated.   Sep-10   P Davey                              A new training programme for
       and development      Board members                                                                                                                      2010/11 was drawn up and circulated.
       programme for
       Board and
                                                                                                                                             Completed                                                    Completed
       residents to
       facilitate full
       participation by
       residents
                                                                                                                                                Risk Score:
                                                                                                                                             Likelihood (1-5) x
 Ref    Business Plan                                                                                               Target                     Severity (1-5)
 No.      Proposal                            Action                            Performance Measures                 Date     Lead Officer   (1=Low, 5=High)           Progress / Comments                  Status
                      THE HOME
KEY OBJECTIVE 1a -2- Produce the self assessment and
  9  Achieve at least                                                  Judgement One results in at least a 2-Star   Jun-10   S Sen                                Self-assessment completed and sent
       star rating from the supporting documents for the               rating                                                                                     off on time with all supporting
       Audit Commission inspection                                                                                                                                documents.
       reinspection                                                                                                                                               The inspection was advertised in Key
                                                                                                                                                Completed                                                   Completed
                            Ensure that staff and residents are                                                                                                   Issues and staff briefings were held.
                            fully aware of the inspection                                                                                                         Draft judgement is 2-stars, promising
                                                                                                                                                                  prospects

KEY OBJECTIVE 3 - FUTURE HOUSING MANAGEMENT STRATEGY
  10   Implement the HR        Produce a separate transition plan to   Transition plan produced                     Aug-10   S Sen                                Transition plan produced and is
       and                     manage the change process and                                                                                                      monitored by the Housing Task Force.
       Communications          implement the plan (including HR, IT
       strategy to provide     and Finance issues)
                                                                                                                                                Completed                                                   Completed
       for transition to the
       future housing
       management
       arrangements
KEY OBJECTIVE 4 - TACKLING DEPRIVATION
  11   Implement the           To develop a Protocol for referring     Protocol agreed and signed off               Dec-10   J Mashayekh                          Protocol completed and signed-off
       Financial Inclusion     residents to Ealing Credit Union                                                                                 Completed                                                   Completed
       Strategy 2009-12
  12   Create jobs for 21      Employ 21 young people in various       21 young people employed by Ealing Homes.    Oct-10   P Davey                              16 young people are currently
       young people            posts to provide work experience                                                                                                   employed (others are in the pipeline) -
       including training                                                                                                                                         June 2010
       opportunities and
                                                                                                                                                Completed                                                   Completed
       consider extending                                                                                                                                         21 young people have been employed
       the scheme from                                                                                                                                            since 1st Apr 10
       Oct 10 to March 11

				
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