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									                                                                Service Improvement Plan
                                                                       2010 - 2012
Guinness South is committed to excellence in customer service and creating neighbourhoods to be proud of.
To help achieve these goals we have set up a number of Service Improvement Teams (SITs) bringing together staff, customers and stakeholders from across the organisation
to agree what actions need to be implemented to achieve these aims.

This Service Improvement Plan brings together the work of the Service Improvement Teams and builds on the separate plans for Guinness Trust and Guinness Midsummer.

The table below sets out the list of SITs and the names of the team leaders together with details of how to contact them for further information.


Service Improvement Area                                Team Leaders                                        Contact Details
Access & Customer Care                                  Ellen Burge                                         Ellen.burge@guinness.org.uk
Equality & Diversity                                    Ade Odukale                                         Ade.odukale@guinness.org.uk
Value for Money                                         Nicola Barron                                       nicola.barron@guinness.org.uk
Stock Investment & Asset Management                     Joanne Knox                                         Joanne.knox@guinness.org.uk
Tenancy & Estate Management                             Ade Odukale                                         Ade.odukale@guinness.org.uk
                                                        Neil Quinn                                          Neil.quinn@guinnessmidsummer.org.uk
Housing Income Management                               Osahon Lawrence                                     Osahon.lawrence@guinness.org.uk
Customer Engagement                                     Tim Gray                                            Tim.gray@guinness.org.uk
Allocations & Lettings                                  Kari Greaves                                        Kari.greaves@guinnessmidsummer.org.uk
Prospects for Improvement                               Ian Hutchings                                       Ian.hutchings@guinness.org.uk
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 South is determined to have as
much customer involvement and scrutiny in the process as possible.


                                              Guinness South Customer Scrutiny and Service Improvement



                                                                Guinness South Board

                                                                                                  Customer Service &
                                                                                                  Performance Scrutiny
                                                               Corporate Management Team          Committee


                                                                         Excellence                        Area Panels
                                                                      in Action Group                      & Committee
                                Customer Strategy Group


                                                                   Service Improvement
                                                                           Plan


                                 SERVICE PLANNING
                                                                        SERVICE                       PERFORMANCE
                                  Service Standards                  IMPROVEMENT                            PIs
                                  Service Strategies                     TEAMS                         Benchmarking
                                 Policies & Procedures                                               Customer feedback
                                                                                                      Mystery shopping
                                                                                                     Compliance checks
                                                                                                     Complaints learning
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)

The Service Improvement Plan will be regularly monitored by the Guinness South Board and the Customer Service and Performance 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                          This action is on track and there is little progress to report at the moment as the target date is in the future
GREEN                          This action has been completed
AMBER                          The deadline for this action is due within two months 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
            ACCESS and CUSTOMER CARE - Ellen Burge, Sponsor - Jackie Alderson
Reference   Issue to be addressed             Who raised the         Action to take                                          TSA Standard & GS Desired        Target date Original   Lead                  Resources Required (Staff, £,            Evidence Available   Progress report
Number                                        issue?                                                                         outcome                          Updated                                      Partners)                                Required
1           Develop a Customer Access         Guinness Trust Mock    1.1) Develop a strategy to encompass the ways           Provide tenants with accessible, Oct-10                 Kari Greaves          This is a significant project and will                        Project of Guinness South. Sam Scott and Tony
            Strategy                          Inspection 2009        customers access services                               relevant and timely information                                               require a separate bid to the                                 Swindon are discussing
                                                                                                                             about: how tenants access the                                                 Business Project Review Group
                                                                                                                             service                                                                       HHxP/ GTxP, Part of Guinness
                                                                                                                                                                                                           South Project, Website project
2           To be more consistent in          The Guinness           2.1) Adopt and evidence a consistent, customer-         Offer a wide range of                Mar-11             Nicola Barron -       This is a significant project and will   Required.            This duplicates action 3 from Resident Involvement
            recording, monitoring and         Partnership Customer   focused surveying approach, giving consideration to     opportunities to influence                              Quality and           require a separate bid to the                                 SIP(?)
            learning from customer            Feedback Policy,       value for money.                                        strategic priorities and delivery of                    Performance           Business Project Review Group
            satisfaction data.                STATUS 2009                                                                    housing-related services.                               Directorate                                                                         No change. Day to day work of Quality &
                                                                                                                             Ensuring that feedback is                                                                                                                   Performance Team
                                                                     2.2) Implement a suitable monitoring mechanism,         received from the full range of      Mar-11             Nicola Barron -       Staff time, plus ICT costs of new                             No change
                                                                     including being able to record how many surveys a       our customers and acted upon.                           Quality and           system.
                                                                     customer receives.                                                                                              Performance
                                                                                                                                                                                     Directorate
                                                                     2.3) Use gathered data to identify under-represented                                       Mar-11               Nicola Barron -       Staff time, plus ICT costs of new                             No change
                                                                     groups and target accordingly.                                                                                  Quality and           system.
                                                                                                                                                                                     Performance
                                                                                                                                                                                     Directorate
3           Investigate use of technology     Guinness Midsummer     3.1) Cost benefit analysis of texting as a method of  Provide choice and information Mar-11                     Lianne Hart-Lincoln   This is a significant project and will   Required.            Texting is being used currently by the Repairs Desk
            readily available to our          Mock Inspection        contact and issue guide lines and protocols for staff about how tenants can                                                           require a separate bid to the                                 at Chelmsford.
            customers as a method of                                 where service already up and running                  communicate with us and                                                         Business Project Review Group                                 Analysis by Business Change, then possibly a big
            contact.                                                                                                       provide feedback                                                                                                                              project.
4           Maintain the effectiveness of     Customers –            4.1) Design in-house training programme for existing  Increased satisfaction and       Sep-10                   Michael Thayne        This is a significant project and will   Required.            National Gober sponsors are due to share content
            the Gober Method by providing     Challenge days,        staff to ensure Gober method is reinforced throughout improve performance on                                                          require a separate bid to the                                 of a refresher course that is being proposed by
            refresher training for existing   Resident Panel,        the organisation in a cost-effective way. Investigate customer service standards.                                                     Business Project Review Group                                 Guinness Northern Counties. Proposal will be used
            members of staff and to provide   Leaseholder Panel      Streets Ahead as a possible part solution.            Provide choices, information and                                                                                                              to design a program for GS staff.
            clear expectations to                                                                                          communications that is
            contractors.                                                                                                   appropriate to the diverse needs
                                                                                                                           of our tenants
                                                                     4.2) Ensure all departments have a Customer             Increased satisfaction and       Oct-10                 Michael Thayne        Within existing resources
                                                                     Excellence Champion.                                    improve performance on
                                                                                                                             customer service standards.
                                                                                                                             Provide choices, information and
                                                                                                                             communications that is
                                                                                                                             appropriate to the diverse needs
                                                                                                                             of our tenants
                                                                     4.3) Develop a praise and reward scheme for great       Increased satisfaction and       Aug-10                 Michael Thayne        Around £1000 for reward payments                              Proposed process outlines to Excellence in Action
                                                                     examples of customer excellence and publish on          improve performance on                                                                                                                      group in July. Amendments suggested to be added
                                                                     intranet (and website, where relevant).                 customer service standards.                                                                                                                 to process flow and proposal to be shared with
                                                                                                                             Provide choices, information and                                                                                                            CMT. Also, the TGP customer excellence group are
                                                                                                                             communications that is                                                                                                                      to share content of various schemes across
                                                                                                                             appropriate to the diverse needs                                                                                                            partnership to look at ensuring consistent rewards
                                                                                                                             of our tenants                                                                                                                              being used.
                                                                     4.4) Cascade learning from Annual Champions'            Increased satisfaction and       Nov-10                 Michael Thayne        Within existing resources
                                                                     Conference to all staff and contractors.                improve performance on
                                                                                                                             customer service standards.
                                                                                                                             Provide choices, information and
                                                                                                                             communications that is
                                                                                                                             appropriate to the diverse needs
                                                                                                                             of our tenants
Reference   Issue to be addressed            Who raised the         Action to take                                            TSA Standard & GS Desired        Target date Original   Lead               Resources Required (Staff, £,            Evidence Available   Progress report
Number                                       issue?                                                                           outcome                          Updated                                   Partners)                                Required
5           Make services easy to access Identified best practice   5) Provide an interim website for all Guinness South      Provide tenants with accessible, Sep-10                 Dawn Irvine        This is a significant project and will   Required.            A web project is being implemented in TGP .
            for customers and offer a range – via seminars and      customers, with clear, concise and accurate               relevant and timely information                                            require a separate bid to the                                 Owners have been identified for each of the pages
            of ways to do this and consider Audit Commission (AC)   information. Investigate information opportunities for    about how they can access                                                  Business Project Review Group                                 on both the Guinness Trust and Guinness
            that customers have different    inspections            customers to pay their rent via the website.              services. One web location, with                                                                                                         Midsummer websites. They have been asked to
            preferences in the way that they                                                                                  section for Guinness South. Full                                                                                                         review the content to clarify if and what needs to be
            access services.                                                                                                  translation and accessibility                                                                                                            updated to make it appropriate for Guinness South.
                                                                                                                              options available.                                                                                                                       Mike Parkin is leading on this work.

6           Customers and Staff need to      STATUS 2009            6) Evaluate the cost and benefit of: 1. Letter 2. Email   Provide tenants with accessible, Sep-10                 Nicola Barron -                                                                  This will form part of the review of Customer access
            fully understand the cost of                            3. Website 4. Telephone call 5. Estate surgeries.         relevant and timely information                         Quality and                                                                      being undertaken by Kari Greaves.
            accessing our services, in order                        Promote findings to customers and staff. (add all to      about how they can access                               Performance                                                                      Link to surgeries review (action 1.1) and part of 3.1
            for them to choose the value for                        customer access strategy).                                services resulting in Value for                         Directorate
            money option that meets the                                                                                       money savings in provision of
            customers' needs best.                                                                                            services, plus education of staff
                                                                                                                              and customers as to the cost of
                                                                                                                              basic services.

7           Customers need to be fully       STATUS 2009            7) Improve 'You Said, We Did' feedback initiative:        Consulting with tenants and       Jun-10                Dawn Irvine        Staff time                               Required.
            informed of how their feedback                          1. Develop register to centrally record when customer     acting reasonably in providing
            makes a difference to the way                           consultation and feedback leads to service                them with opportunities to agree
            Guinness South operates.                                improvement. One point of contact for example, along      local offers of service delivery.
                                                                    with small incentive.                                     More feedback received from
                                                                    2. Introduce regular 'You Said, We Did' feature in        customers as a result of them
                                                                    residents' magazine.                                      fully appreciating how their
                                                                    3. Provide clear definition of 'You Said, We Did' to      involvement can lead to
                                                                    staff.                                                    improved services
                                                                    4. Include Complaints Lessons Learnt.
8           Customers should be able to      Staff Wish List &      8.1) Evaluate most common requests made by                Provide accessible, relevant and Dec-11                 Sam Scott -        This may have resource                   Required.
            access services or be            results of Mystery     customers telephoning in                                  timely information about the                            Guinness South     implications and will fall out of the
            signposted appropriately         Shopping                                                                         standards of housing services                           Implementation     Customer Access Strategy
            regardless of who they contact                                                                                    tenants can expect and provide                          Project
                                                                                                                              a consistent service across
                                                                                                                              Guinness South

                                                                    8.2) Review induction programme for new and               Provide accessible, relevant and Dec-10                 Rachel Large &     Staff time
                                                                    temporary staff and train all staff up on most common     timely information about the                            Tamzin Doggart
                                                                    requests.                                                 standards of housing services
                                                                                                                              tenants can expect
9           Raise Awareness of Services      Guinness Trust Mock    9) Regular reporting in News letters and updates to       Provide tenants with information Oct-10                 Ian Hutchings –   Staff time                                                     on-going
            Standards to staff and           Inspection 2009        Area Panels and Scrutiny Committee                        about how we are performing                             Quality and
            customers                                                                                                         against those standards. Service                        Assurance manager
            - improving performance                                                                                           Standards embedded into the
            against Service Standards                                                                                         way of working of the
                                                                                                                              organisation.
10          Complaints training -            Guinness Trust Mock    10) Ensure we learn from complaints and use the           Staff see complaints as an       Oct-10                 Kari Greaves       Staff time
            procedures                       Inspection 2009        lessons to Improve service to customers                   opportunity to learn. Inform
            - Lessons learnt (central admin)                                                                                  tenants how we use complaints
            process                                                                                                           to improve their services
            - Analysing complaints
               EQUALITY and DIVERSITY - Ade Odukale Sponsor - Kathy Mohan
Reference      Issue to be addressed              Who raised the         Action to take                        TSA Standard & GS Desired                Target date Original Lead                           Resources Required (Staff, £,        Evidence Available       Progress report
Number                                            issue?                                                       outcome                                  Updated                                             Partners)                            Required
1              Develop an Equality and            Equality & Diversity   1.1) Promote the Partnership Equality Treat all tenants with fairness. Putting Aug-10               Michael Thayne & Minal                                                                       Michael Thayne & Minal Joshi have agreed
               Diversity workplan                 Service Improvement    & Diversity Strategy in line with     policy into practice                                          Joshi                                                                                        a series of comm’s actions to raise
                                                  Team                   current legislation.                                                                                                                                                                             awareness of the new strategy over
                                                                                                                                                                                                                                                                          August to October. Promotion to run
                                                                                                                                                                                                                                                                          through to E & D week in December 2010.

                                                                         1.2) Ensure effective equality         Treat all tenants with fairness by    Oct-10                   Michael Thayne & Minal
                                                                         schemes are in place                   meeting specific needs                                         Joshi
                                                                         1.3) Review impact of the Equality     Treat all tenants with fairness and   Sep-10                   Michael Thayne & Minal                                                                     Minal Joshi is to deliver presentation to
                                                                         Act 2010 with current practice.        ensure the organisation is compliant.                          Joshi                                                                                      groups including CMT, SIT and possibly
                                                                                                                                                                                                                                                                          managerial rep’s to outline the impact of
                                                                                                                                                                                                                                                                          the new Bill.
                                                                         1.4) Clarify and confirm the aims and Treat all tenants with fairness           Jul-10                Ade Odukale
                                                                         objectives of the various diversity
                                                                         forums and agree programmes of
                                                                         work
2              Ensure Guinness South has in        TSA standards         2.1) Produce an Equality and          Understanding and responding to           Jun-10                Michael Thayne               Staff time                           2 Equality & Diversity   The Equality & Diversity report has been
               place clear equality priorities and                       Diversity annual report for 2009/10   diverse needs of tenants. Reporting                                                                                               annual reports           produced and a summary reported to
               targets for all equality strands                                                                on the status of the diverse needs of                                                                                                                      Board.
                                                                                                               customers                                                                                                                                                  Guinness South E&D reps will meet
                                                                                                                                                                                                                                                                          November to agree actions resulting from
                                                                                                                                                                                                                                                                          the annual report.
3              Set clear challenging targets to   Equality & Diversity   3.1) Achieve at least 95% collection   Understanding and responding to         Started - completion   Kathy Mohan, Director of     Staff time including overtime when
               collect customer profile           Service Improvement    of customer insight data across GS.    diverse needs of tenants. Better        by 31/03/2011          Neighbourhood Services       required.
               information establish a process    Team                                                          information on our customers' needs
               of using the data to tailor                                                                      to tailor services
               services.                          Mock Inspection        3.2) Develop a data usage plan with    Understanding and responding to         30-Sep-10              David Brock, Policy &        Staff time plus associated costs.    Copy of plan plus        Ian Hutchings, Michael Thayne, Karen
                                                  Recommendations        clear outcomes and benefits to         diverse needs of tenants. Better                               Project Officer                                                   evidence of monitoring   Boreham and David Brock met to agree
                                                  2009                   customer.                              information to tailor services to needs                                                                                          arrangements.            roles and the way forward to achieve this
                                                                                                                of customers.                                                                                                                                             action. Action is now progressing towards
                                                                                                                                                                                                                                                                          the target of completion by the end of
                                                                                                                                                                                                                                                                          September.
                                                  Equality & Diversity   3.3) Produce a profile of customers in Understanding and responding to         Nov-10                 David Brock, Policy &        Staff time plus associated costs.
                                                  Service Improvement    Guinness South.                        diverse needs of tenants. Better                               Project Officer
                                                  Team                                                          information to tailor services to needs
                                                                                                                of customers.
                                                  Equality & Diversity   3.4) Each directorate to develop two Understanding and responding to           Nov-10                 Kathy Mohan - Director of    Within existing staff resources
                                                  Service Improvement    tailor made projects per year using    diverse needs of tenants. Resources                            Neighbourhood Services,
                                                  Team                   customer insight data.                 and actions taken to improve                                   Andy MacKay - Director of
                                                                                                                services to minority groups.                                   Asset Management, Nicola
                                                                                                                                                                               Barron - Director of Quality
                                                                                                                                                                               & Performance.
                                                  Equality & Diversity   3.5) Agree a process for reviewing     Understanding and responding to      Nov-10                    Caroline Wolfenden           Within existing staff resources
                                                  Service Improvement    Insight data including schedule        diverse needs of tenants. Accurate &
                                                  Team                                                          reliable information held on
                                                                                                                customers and communities.

4              Understand differences in          Status Survey 2009     4.1) Use diversity profile information Treat all tenants with fairness and      Sep-10                Ian Hutching, Performance    GTxP reporting
               STATUS satisfaction scores                                and STATUS 2009 results to check        achieve increased customer                                    & Quality Assurance
                                                                         each service for any direct or indirect satisfaction                                                  Manager.
                                                                         discrimination, and reasons for any
                                                                         dissatisfaction. If any discrimination
                                                                         or dissatisfaction is identified take
                                                                         steps to eliminate this.




5              Carry out Equality Impact          Mock Inspection      5.1) Develop EIA programme for           Treat all tenants with fairness. Identify Aug-10               Rachel Large, Policy &       Within existing staff resources                               Work is underway. Rachel Large will meet
               Assessments for policies, and      recommendations 2009 Guinness South, including Access         and address negative outcome to                                Projects Officer                                                                           with the Business Change Team on 19th
               procedures                                              and Customer Care, Communication         ensure that no group is                                                                                                                                   July 2010 to discuss the approach to
                                                                       methods and Estate Services              disadvantaged by the way we provide                                                                                                                       policies, Equality Impact Assessments and
                                                                                                                services.                                                                                                                                                 workplans.

                                                                                                                                                                                                                                                                          On track for a programme of EIA activity
                                                                                                                                                                                                                                                                          to be set out by the end of August 2010.


                                                                         5.2) Provide Equality Impact           Treat all tenants with fairness. Staff   Jun-10                Steve Mullings, Training  Training records held by personnel.
                                                                         Assessment training to appropriate     able to carry out EIAs within GS                               and Development Manager,
                                                                         staff                                                                                                 High Wycombe.
                                                  Excellence in Action   5.3) EIA of Guinness South Service     Treat all tenants with fairness. Identify Apr-11               Sam Scott, Guinness South To be advised.
                                                                         Review                                 and address negative outcome to                                Project Manager
                                                                                                                ensure that no group is
                                                  Excellence in Action   5.4) EIA of repairs service review     disadvantaged by thefairness. provide Sep-10
                                                                                                                Treat all tenants with way we Identify                         Chris Wait, Asset Manager To be advised.
                                                                                                                and address negative outcome to
                                                                                                                ensure that no group is
                                                                                                                disadvantaged by the way we provide
                                                                                                                services.



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Reference      Issue to be addressed              Who raised the         Action to take                       TSA Standard & GS Desired                    Target date Original Lead                         Resources Required (Staff, £,            Evidence Available       Progress report
Number                                            issue?                                                      outcome                                      Updated                                           Partners)                                Required
6              Ensure staff, board members        Mock Inspection        6.1) Develop a training plan for E&D Governance. Raise staff and Board            1-Sep-10             Ade Odukale & Steve                                                   Training records held by Action to pick up Board training
               and tenants' groups have           Recommendations        and ensure the Board and relevant    awareness, embed equality and                                     Mullings, Training and                                                personnel.
               appropriate training in Equality                          staff are trained according to the   diversity in daily work, and ensure                               Development Manager,
               and Diversity, including Hate                             plan.                                clear and consistent leadership.                                  High Wycombe.
               Crime Training.
                                                  Mock Inspection        6.2) Appropriate staff trained on data understanding and responding to       30-Jun-10                 Ade Odukale & Steve          This is a significant project and will   Training records held by Frontline staff have had appropriate
                                                  Recommendations        usage including flagging system        diverse needs of tenants. Staff aware                           Mullings, Training and       require a separate bid to the            personnel.               training on flagging. Ade Odukale is
                                                                                                                of customers' individual requirements                           Development Manager,         Business Project Review Group                                     meeting with Steve Mullings on 4th August
                                                                                                                and use data when communicating                                 High Wycombe.                                                                                  2010 to discuss arranging flagging training
                                                                                                                with customers.                                                                                                                                                as part of the induction of new staff

                                                  Mock Inspection        6.3) Promote the Equality and             Neighbourhood management. Raise         Sep-10               Joy Odiatu                   Staff Time, Training Costs and
                                                  Recommendations        Diversity Policy for tenants' groups by   awareness and promote E&D                                                                 customer expenses.
                                                                         organising E & D training.
                                                  Mock Inspection        6.4) Evaluate the impact of E&D           Treat all tenants with fairness. Identify 1-Sep-10           Tim Gray, Acting Head of     Contract in place, tenant involvement
                                                  Recommendations        through mystery shopping.                 and remove barriers to ways in which                         Community Investment,        and expenses
                                                                                                                   customers access services.                                   East Area.

7              Increase awareness of E &D         Equality & Diversity   7.1) Develop and implement E & D          Neighbourhood management. Raise         Dec-10               Joy Odiatu, Michael
               amongst Board members, staff,      Strategy               week for Guinness south                   awareness and promote E&D                                    Thayne, Julia Collen & Tim
               customers and contractors                                                                                                                                        Gray




                                                                         7.2) Promote E&D in regional              Involvement and empowerment.            Oct-10               Michael Thayne
                                                                         magazines to focus on two diversity       Raise awareness and promote E&D
                                                                         strands in each issue.
                                                                         7.3) Ensure new website is E & D         To raise staff, board, contractors,      Dec-10               Kate Needham                 Staff time, Customer expenses and
                                                                         compliant and involve customers in       customers awareness and promote                                                            associated cost not yet known
                                                                         putting the website together             equality and diversity. To show
                                                                                                                  commitment to E&D.
                                                                         7.4) Promote English for Speakers of To use Insight data to identify and          Nov-10               Ade Odukale                  Within existing staff resources
                                                                         Other Languages (ESOL) training          target training
                                                                         and provide information on local
                                                                         service provision at sign up
8              Collate information to show how    Statutory duty         8.1) Collect statistical information and Understanding and responding to          Nov-10               Ade Odukale & Michael                                                                          Statistical information had been included in
               the Board, staff and contractors                          include in the E&D annual report to      diverse needs of tenants. Improved                            Thayne                                                                                         the E & D annual report
               reflect the diversity of our                              show how the Board, staff and            awareness for Board, Staff and
               customers.                                                contractors reflect the diversity of our Customers.
                                                                         customers.

9              Ensure contractors have an E&D Equality and Diversity     9.1) Set up a monitoring system to        Treat all tenants with fairness         Mar-11               Andy MacKay, Director of
               policy which they observe      Strategy                   check contractors have an E&D                                                                          Asset Management
                                                                         policy, or adopt The Guinness
                                                                         Partnership Equality & Diversity
                                                                         Policy
                                                                         9.2) Monitor contractors to ensure        Treat all tenants with fairness         Mar-11               Andy MacKay, Director of
                                                                         they adhere to their E&D policies, or                                                                  Asset Management
                                                                         adopt The Guinness Partnership's
                                                                         Equality & Diversity Policy

10             Keep Customer Insight data         Customers – Challenge 10.1) Implement standard processes         Demonstrate that we understand the Sept/Oct 2010             Paul Webb                    Staff time                               Required.
               updated and ensure its             days, Resident Panel, across organisation for updating data.     different needs of our tenants through
               consistent use across the          Leaseholder Panel                                                Customer Insight data being fully up
               organisation.                      (GM), Guinness Trust                                             to date and being used consistently
                                                  Mock Inspection 2009                                             across organisation.

                                                                         10.2) Put in place and follow                                                     Sept/Oct 2010        Paul Webb                    This is a significant project and will                            check whether we will get a GP policy from
                                                                         protocols and process for providing                                                                                                 require a separate bid to the                                     Caroline Wolfenden
                                                                         information in alternative formats.                                                                                                 Business Project Review Group

                                                                         10.3) Evaluate the effectiveness of                                               Sept/Oct 2010        Paul Webb                    Staff time
                                                                         using Customer Insight data. Is the
                                                                         personal service personal enough?




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              VALUE FOR MONEY - Nicola Barron & Alison Barnes, Sponsor - Nicola Barron

Reference     Issue to be Addressed             Who raised the     Action to take                           TSA Standard & GS Desired             Target date         Lead                         Resources Required (Staff, £,            Evidence Available      Progress report
Number                                          issue?                                                      outcome                               Original Updated                                 Partners)                                Required
1             VfM forming part of performance Mock Inspection      1) Ensure that appropriate VfM           Demonstrate how we have ensured May-10                    All business unit Managers   Staff time                               Records of individual   Guidance issued to all staff on the
              management with targets                              targets are included within the          VfM has been secured and tested.                                                                                                appraisals              intranet
                                                                   performance appraisal process for        Each person understands their
                                                                   each member of staff                     contribution to improving VfM as part
                                                                                                            of their role
2             Complete HouseMark VfM           Mock inspection     2) Provide residents and staff with      Demonstrate plans and priorities for Oct-10               Nicola Barron                Staff time. Design and production of Copies of newsletter to     HouseMark benchmarking costs by
              benchmarking exercise and                            meaningful benchmarking                  delivery of further value for money                                                    literature costs.                    residents.                  managing entity will be available at
              identify high cost areas and how                     information to enable them to judge      improvements. Demonstrate to                                                                                                                            the end of March 2010.
              to reduce these                                      the links between value for money        tenants how expenditure has been
                                                                   and performance and prioritise           prioritised in relation to each of the                                                                                                                  In progress
                                                                   expenditure.                             TSA Standards and in the delivery of
                                                                                                            local offers and eventually offer more
                                                                                                            choice based on cost information.


3             Ensure that there is an effective Best practice      3) Review key income streams         Effective systems are in place to         As part of budget   Kathy Mohan                  staff time                               £ recovered
              charging policy and all costs are                    including rents, service charges and ensure the proper use of public           round for 2011
              being recovered                                      recharges                            funds. Ensure that key income
                                                                                                        streams are maximised
4             Agree a strategy for end to end   Best practice      4) Agree a programme of reviews for Demonstrate plans and priorities for       As part of budget   Nicola Barron                This is a significant project and will                           No change
              reviews driven by improving                          2011 after the completion of the     delivery of further value for money       round for 2011                                   require a separate bid to the
              value for money                                      Guinness South project, repairs      improvements. Large scale savings                                                          Business Project Review Group.
                                                                   tendering, legal services and estate to be driven by process reviews to                                                         staff time and cost information
                                                                   services                             reduce the total cost base

5             To ensure that estate services    Mock inspection.   5) Carry out a comprehensive review      Demonstrate how we have ensured Start in Feb-11           Lianne Hart-Lincoln          This is a significant project and will                           Tie in with Access Strategy .
              have been reviewed using a        STATUS.            of estate service contracts across       VfM has been secured and tested.                                                       require a separate bid to the                                    Project but in future led by Business
              best value framework.                                Guinness South (e.g. cleaning and        Services which have been properly                                                      Business Project Review Group.                                   change
                                                                   grounds maintenance).                    costed and tendered to achieve best                                                    Staff time. Consultancy time - to be
                                                                                                            value for money                                                                        agreed.

6             ensure that the current office Mock inspection.      6) Analysis and review the current       A comprehensive approach to          Jan-11               Tony Swindon                 This is a significant project and will   Office costs spreadsheet Access surveys completed within GT
              and surgery arrangements offer                       local office arrangements, including     managing our resources to provide                                                      require a separate bid to the                                     and GM.
              the best value for money                             surgeries, their usage and costs vs.     cost-effective, quality services and                                                   Business Project Review Group                                     Access Strategy ties in to Guinness
                                                                   benefits.                                homes to meet tenants' and potential                                                                                                                     South workload by Tony Swindon
                                                                                                            tenants' needs. The most cost
                                                                                                            effective service meeting residents'
                                                                                                            needs and achieving a balance
                                                                                                            between costs and accessibility.

7             To maximise income from all       Good practice      7) Investigate and apply for grant       Robust and prudent business             Sep-10            Jackie Alderson and Julia    Staff time                               Bid applications.       There will not be much, if any, new
              external sources for GS.                             funding and other sources of             planning. A clear responsibility within                   Collen                                                                                        activity here until after Guinness
                                                                   available income.                        the new structure allowing a                                                                                                                            South has been set up. CMT have
                                                                                                            proactive approach                                                                                                                                      given this steer in order to manage
                                                                                                                                                                                                                                                                    risk during this period of change
8             Provide early tenancy support to Good practice       8) As part of the creation of Guinness   Provide services that will support    Jan-11              Bill Graves                  Staff time, part of Guinness South       Relevant minutes from   GM Tenancy Support Officer, Tazim
              customers to maximise benefit                        South, assess the cost and benefits      tenants to maintain their tenancy and                                                  work stream                              the GS Implementation   Khamini, in post.
              take up and income to Guinness                       of dedicated tenancy support officers.   prevent unnecessary evictions.                                                                                                  Project Group
              South                                                Evaluate the success of the TSO          Tenants know how to access welfare
                                                                   post within Guinness Midsummer           benefits advice from an early stage
                                                                   and London.                              and the new structure enables
                                                                                                            proactive provision of quality advice
                                                                                                            and support where and when it is
                                                                                                            needed most




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                STOCK INVESTMENT and ASSET MANAGEMENT - Joanne Knox, Sponsor - Andrew Mackay

Reference      Issue to be addressed              Who raised the      Action to take                            TSA Standard & GS Desired              Target date         Lead           Resources Required (Staff, £,            Evidence Available Required            Progress report
Number                                            issue?                                                        outcome                                Original Updated                   Partners)
1              Evaluate the number of             2009 Short Notice   1.1) Consider what customers want         Provide a cost-effective repairs and   Aug-09              Joanne Knox    This is a significant project and will   The Service Improvement Team           COMPLETED. Evidence linked "1 -
               contractors delivering the         Inspection          from a responsive repairs service         maintenance service to homes and                                          require a separate bid to the            have evaluated key services            Customer Specification"
               responsive repairs service                             and produce an initial specification      communal areas that responds to                                           Business Project Review Group.           including: Repair Timescales;          Covered by Big Projects in Business
                                                                      including expectations against            the needs of, and offers choices to,                                      Part of Guinness South project.          Appointments; 'Right first time' and   Plan
                                                                      appointments, 'right first time', and     tenants and has the objective of                                          IT / GTxP – to help build the            agreed a minimum service standard
                                                                      formal contracts                          completing repairs and                                                    interfaces between GT and the            Customer Specification
                                                                                                                improvements 'right first time'                                           perspective contractors
                                                                      1.2) Consider the type of contract                                               22nd January 2010   Joanne Knox    This is a significant project and will   An overview of the advantages and      COMPLETED. Evidence linked "2 -
                                                                      models which can provide the        Offer tenants opportunities to agree                                            require a separate bid to the            disadvantages of each of the 6         Delivery models"
                                                                      service specification to deliver a  how some services can be tailored to                                            Business Project Review Group.           models identified                      Covered by Big Projects in Business
                                                                      short list of contract options with the
                                                                                                          meet local priorities and discuss with                                          Part of Guinness South project.          Delivery Models                        Plan
                                                                      advantages and disadvantages        tenants our obligations to the other                                            IT / GTxP – to help build the
                                                                      considered for each of them         standards, including value for                                                  interfaces between GT and the
                                                                      1.3) Develop and present to board a money.                                 24th June 2010            Philip Rozee   perspective contractors             Full report on procuring day to day
                                                                                                                                                                                          This is a significant project and will                                          Covered by Big Projects in Business
                                                                      business case outlining the service                                                                                 require a separate bid to the       and void repair services                    Plan.
                                                                      improvement teams recommended                                                                                       Business Project Review Group.                                                  Everything has been agreed.
                                                                      contract model                                                                                                      Part of Guinness South project.
                                                                                                                                                                                          IT / GTxP – to help build the
                                                                                                                                                                                          interfaces between GT and the
                                                                                                                                                                                          perspective contractors
                                                                                                                                                                                          Communications – to support
                                                                                                                                                                                          internal and external communication
                                                                                                                                                                                          of the changes
                                                                                                                                                                                          Training – there will be training
                                                                                                                                                                                          needs to support staff

                                                                      1.4) Create a specification to procure                                           31st August 2010    Joanne Knox    This is a significant project and will
                                                                      external consultative support                                                                                       require a separate bid to the
                                                                      ensuring we secure the right skills                                                                                 Business Project Review Group.
                                                                      and experience at the right price to                                                                                Part of Guinness South project.
                                                                      provide specialist expertise and                                                                                    IT / GTxP – to help build the
                                                                      advise to procure the day to day                                                                                    interfaces between GT and the
                                                                      responsive repairs service.                                                                                         perspective contractors
                                                                                                                                                                                          Communications – to support
                                                                                                                                                                                          internal and external communication
                                                                                                                                                                                          of the changes
                                                                                                                                                                                          Training – there will be training
                                                                                                                                                                                          needs to support staff

                                                                      1.5) Undertake the initial screening,                                            30th September      Joanne Knox    This is a significant project and will
                                                                      evaluation and interviewing of short-                                            2010                               require a separate bid to the
                                                                      listed tenders and appoint the                                                                                      Business Project Review Group.
                                                                      successful consultants                                                                                              Part of Guinness South project.
                                                                                                                                                                                          IT / GTxP – to help build the
                                                                      1.6) Agree a methodology and                                                     end October 2010    Joanne Knox    This is a significant project the
                                                                                                                                                                                          interfaces between GT andand will                                               Covered by Big Projects in Business
                                                                      timescales to consult with staff,                                                                                   require a separate bid to the                                                   Plan
                                                                      customers and existing contractors.                                                                                 Business Project Review Group.
                                                                      Seek advice if this consultation plan                                                                               Part of Guinness South project.
                                                                      requires external validation to ensure                                                                              IT / GTxP – to help build the
                                                                      it meets the basic requirements and                                                                                 interfaces between GT and the
                                                                      expectations of the Tenants Services                                                                                perspective contractors
                                                                      Authority                                                                                                           Communications – to support
                                                                                                                                                                                          internal and external communication
                                                                                                                                                                                          of the changes
                                                                                                                                                                                          Training – there will be training
                                                                                                                                                                                          needs to support staff




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Reference      Issue to be addressed              Who raised the      Action to take                          TSA Standard & GS Desired           Target date        Lead           Resources Required (Staff, £,            Evidence Available Required   Progress report
Number                                            issue?                                                      outcome                             Original Updated                  Partners)
2              Improve the value for money        2009 Short Notice   2) Produce a procurement project        Demonstrate to our tenants how we   24th June 2010     Joanne Knox    This is a significant project and will Procurement timetable           Covered by Big Projects in Business
               and effectiveness of the           Inspection          plan identifying the key stages         have ensured value for money has                                      require a separate bid to the                                          Plan.
               contractors providing the                                                                      been secured and tested                                               Business Project Review Group.                                         Procurement project plan outlined.
               responsive repairs service                                                                                                                                           Part of Guinness South project.                                        Evidence "5 - project plan"
                                                                                                                                                                                    IT / GTxP – to help build the                                          Some work has already started to
                                                                                                                                                                                    interfaces between GT and the                                          reduce the immediate number of
                                                                                                                                                                                    perspective contractors                                                contractors working to deliver the
                                                                                                                                                                                    Communications – to support                                            responsive repairs service.
                                                                                                                                                                                    internal and external communication                                    Evidence "5a - ?" Identifies the
                                                                                                                                                                                    of the changes                                                         number we started with, those that
                                                                                                                                                                                    Training – there will be training                                      have been removed, and the
                                                                                                                                                                                    needs to support staff                                                 remaining 35 currently providing
                                                                                                                                                                                                                                                           cover to Guinness Trust.
3              I.T infrastructure to respond to  2009 Short Notice    3.1) Develop Clear business case for Ensure that effective systems are in   Jan-11             Andy MacKay    This is a significant project and will                                 Separate project in future
               the changing circumstances of Inspection               the I.T requirements including          place to monitor and accurately                                       require a separate bid to the
               delivering responsive repairs via                      timescales for due testing, and         report delivery of our plans                                          Business Project Review Group.
               a new delivery model                                   training                                                                                                      Potential for external IT resources
                                                                      3.2) Develop dialogue with an I.T                                           Jan-11             Andy MacKay    This is a significant project and will                                 Separate project in future
                                                                      specialist to scope the requirements                                                                          require a separate bid to the
                                                                      to deliver an interactive and real time                                                                       Business Project Review Group.
                                                                      I.T system with Contractors                                                                                   Phase two

                                                                      3.3) Create a project plan to deliver                                       Jan-11             Andy MacKay    This is a significant project and will                                 Separate project in future
                                                                      I.T requirements to run                                                                                       require a separate bid to the
                                                                      simultaneously with overall project                                                                           Business Project Review Group.
                                                                      plan to deliver in time testing and                                                                           Phase two
                                                                      training before mobilisation
4              Equality Impact Assessments.       2009 Short Notice   4) Gain commitment from an              Demonstrate that we understand the Dec-10              Joanne Knox    This is a significant project and will                                 Equality Impact Assessment will
               Changes to the service             Inspection          independent Equality Impact             different needs of our tenants,                                       require a separate bid to the                                          need to be done post Guinness
               customers receive must be                              Assessor to check new processes for     including in relation to the nine                                     Business Project Review Group.                                         South
               checked to ensure services are                         access                                  equality strands and tenants with                                     Phase two
               accessible                                                                                     additional support needs




5              A suite of new Procedures will    2009 Short Notice    5.1) Consider what processes will       Organisational effectiveness        Jun-11             Joanne Knox    This is a significant project and will                                 Flow out of the Supplier Project
               be required to support staff      Inspection           change                                  including Services delivered in a                                     require a separate bid to the
               adjusting to new service delivery                                                              consistent way, meeting our                                           Business Project Review Group.
                                                                                                              Customer Service Standards                                            Phase two
                                                                      5.2) Develop and communicate new                                            Jun-11             Joanne Knox    This is a significant project and will                                 Flow out of the Supplier Project
                                                                      procedures                                                                                                    require a separate bid to the
                                                                                                                                                                                    Business Project Review Group.
                                                                                                                                                                                    Phase two
6              A comprehensive training           2009 Short Notice   6) Develop a training plan              Organisational effectiveness        Sep-11             Jamie Birnie   This is a significant project and will                                 Flow out of the Supplier Project
               package is required for staff      Inspection                                                  including all staff trained and                                       require a separate bid to the
               before mobilisation to ensure                                                                  confident to use new processes                                        Business Project Review Group.
               staff are ready to adopt new                                                                                                                                         Phase two
               working practices




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                TENANCY and ESTATE MANAGEMENT - Ade Odukale & Neil Quinn, Sponsor - Phil Maybey
Reference       Issue to be addressed                  Who raised the       Action to take                          TSA Standard & GS Desired outcome
                                                                                                                                                    Target date Original   Lead                        Resources Required (Staff, £,            Evidence Available Required   Progress report
Number                                                 issue?                                                                                       Updated                                            Partners)
                       Anti-Social Behaviour
1               Consider 24 hour anti-social           Mock Inspection      1) Explore within the partnership the Ensure that all tenants and residents Mar-11             Kathy Mohan, Director of
                behaviour service for customers        Recommendation       best way to provide 24 hour ASB         can easily report ASB so as to                         Neighbourhood Services
                                                                            service.                                Improve service and customers
                                                                                                                    satisfaction
2               Ensure staff have appropriate          Tenancy and Estate   2) Develop case management              Show strong leadership, commitment Jan-11              Ade Odukale, Area Housing                                                                          Business as Usual
                training on Domestic Abuse and         Management Service   training for front line staff to ensure and accountability on preventing and                   Manager & Steve Mullings,
                Hate Crime                             Improvement Team     prompt and appropriate enforcement tackling ASB so as to improve                               Training Development
                                                                            tools are used to resolve ASB and       service and customers satisfaction                     manager
                                                                            DV.
3               Develop preventative work through      Mock Inspection,     3.1) Develop and implement a youth Ensure that a strong focus exists on Nov-10                 Joy Odiatu                  This is a significant project and will
                educating young people and             Status Survey &      strategy model or plan through          preventative measures tailored                                                     require a separate bid to the
                customers on expected anti social      Talking              partnership working on                  towards the needs of tenants and                                                   Business Project Review Group
                behaviour standards.                   Neighbourhoods       estates/areas.                          their families. Fewer incidents
                                                                                                                    through early positive intervention

4               Carry out a pilot incident mapping  Tenancy and Estate      4.1) Analyse anti-social behaviour      Promote local area co-operation by Mar-11              Rachel Large                within existing resources
                exercise in Hackney and with a view Management Service      cases by geographical area to           utilising information on causes and
                to rolling it out across the        Improvement Team        identify hotspots and prolific          effects of ASB which will lead to
                organisation                                                offenders.                              improved coordinated approach and
                                                                            4.2) Produce trend analysis report to   joined up working.                  Mar-11             Rachel Large                Within existing resources
                                                                            determine causes and focus on
                                                                            preventive and educative measures
                                                                            to reduce ASB.
                                                                            4.3) Make best use of existing data                                        Sep-10              Lisa Meekings
                                                                            on the Resolution system
5               Customer Satisfaction on ASB and       Mock Inspection,     5) Review method of collecting        Review the frequency and relevance Oct-10                Ian Hutchings, Quality      within existing resources
                set improvement targets                Status Survey &      satisfaction information after case   of tenant satisfaction data and                          Assurance Manager
                                                       Talking              closure.                              receive regular feedback from
                                                       Neighbourhoods                                             customers
6               Provision of mediation service,        Tenancy and Estate   6.1) Secure an effective victim       Ensure provision of support to       Nov-10              Ade Odukale                 within existing resources
                support to victims and witnesses.      Management Service   support service in each area with the victims and witnesses of ASB
                                                       Improvement Team.    support of external referral agencies
                                                       Tenancy and Estate   6.2) Secure an effective mediation    Provide support for victims of anti- Nov-10              Kathy Mohan, Director of    This is a significant project and will
                                                       Management Service   service in accordance with best       social behaviour.                                        Neighbourhood Services      require a separate bid to the
                                                       Improvement Team.    practice and VFM.                                                                                                          Business Project Review Group




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Reference       Issue to be addressed                  Who raised the      Action to take                          TSA Standard & GS Desired outcome
                                                                                                                                                   Target date Original     Lead                          Resources Required (Staff, £,            Evidence Available Required   Progress report
Number                                                 issue?                                                                                      Updated                                                Partners)
Neighbourhoods to be proud of
7               Publish estate service standards and Mock inspection       7) Publish estate service standards     GS will provide tenants with         01 December 2010    Justin King                   within existing resources
                local performance                                          in literature and on estate             accessible, relevant and timely
                                                                           noticeboards where available.           information about: the standards of
                                                                                                                   housing services they can expect
                                                                                                                   and how GS is performing against
                                                                                                                   those standards. Staff and residents
                                                                                                                   can agree local standards and
                                                                                                                   monitor local performance against
                                                                                                                   service standards.

8               Involvement in and effectiveness of    Residents. Staff    8) Inform residents of estate           Provide tenants with accessible,     30 September 2010   Kathy Mohan, Director of      within existing resources
                Estate Inspections                                         inspections programme and impact        relevant and timely information                          Neighbourhood Services
                                                                           via website and utilising insight       about: the standards of housing
                                                                           preferred methods of contact.           services they can expect and how
                                                                                                                   GS is performing against those
                                                                                                                   standards. All residents aware of
                                                                                                                   estate inspection programme, how
                                                                                                                   they can participate and impact on
                                                                                                                   inspections.
9               Participation in local strategic       Residents. Staff    9) All teams to produce a local plan    Co-operate with relevant partners to 01 November 2010    Kathy Mohan, Director of      within existing resources
                partnerships and neighbourhood                             of neighbourhood groups /               help promote social, environmental                       Neighbourhood Services
                groups                                                     partnerships.                           and economic well being in the
                                                                                                                   areas where we own properties. We
                                                                                                                   are able to evidence the groups and
                                                                                                                   partnerships that we actively
                                                                                                                   participate in.

10              Upkeep of gardens of vulnerable        Residents           10) All teams to investigate            Ensure that we take into account      01 November 2010   Kathy Mohan, Director of      potential costs could be met from
                residents.                                                 partnerships with local organisations   tenants’ diverse needs, including                        Neighbourhood Services        community funds.
                                                                           who can assist vulnerable tenants       tenants with additional support
                                                                           identified from Insight data            needs. All vulnerable residents have
                                                                                                                   well kept gardens
11              Disposal of bulk rubbish in            TSA and Residents   11) All teams to establish              Keep the neighbourhood and            01 January 2011    Kathy Mohan, Director of      staff time to negotiate arrangements.
                communal areas                                             agreements with local recycling         communal areas associated with the                       Neighbourhood Services        Result could be a net reduction in
                                                                           organisations.                          homes that we own clean and safe.                                                      bulk rubbish removal costs.
                                                                                                                   Reduction in bulk rubbish, savings in
                                                                                                                   bulk rubbish removal, improve use of
                                                                                                                   resources and resident access to
                                                                                                                   recycled goods.

12              Produce neighbourhood information Residents                12) Review the local information        Provide choices, information and     01 November 2010    Nicola Barron - Quality and   This is a significant project and will                                 1) Justin is leading on Neighbourhood charter, part of
                pack detailing local services.                             which is available to both staff and    communication that is appropriate to                     Performance Directorate       require a separate bid to the                                          local offer in place by March 2011. Consulting July –
                Establish directory of local partners                      residents to ensure they can access     the diverse needs of our tenants in                                                    Business Project Review Group                                          November 2010
                and organisations who can provide                          all services and provide information    the delivery of all standards. Co-                                                                                                                            2) Other pack project to be reviewed
                services in all local authority areas.                     at first point of contact               operate with relevant partners to
                                                                                                                   help promote social, environmental                                                                                                                            This Big Project links with the Customer Handbook
                                                                                                                   and economic well being in the
                                                                                                                   areas where we own properties.

13              Set up a procedure (widget) for the Residents              13) Research this for local             Provide choices, information and      01 November 2010   Lisa Meekings                 within existing resources
                Direct Gov website which allows you                        information to be inserted in the new   communication that is appropriate to
                to search local facilities/services by                     customer handbook at sign up and        the diverse needs of our tenants in
                postcode.                                                  publicise to existing residents         the delivery of all standards. New
                                                                                                                   residents can make informed
                                                                                                                   decision about offers of
                                                                                                                   accommodation. Existing residents
                                                                                                                   are more informed of local services
                                                                                                                   plus increases customer and staff
                                                                                                                   satisfaction with access to services.




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Reference       Issue to be addressed                  Who raised the   Action to take                           TSA Standard & GS Desired outcome
                                                                                                                                                 Target date Original   Lead                          Resources Required (Staff, £,            Evidence Available Required   Progress report
Number                                                 issue?                                                                                    Updated                                              Partners)
14              Tenancy Sustainment                    New Tenancy      14.1) Implement new tenancy visit     Develop and provide services that      Jun-10             Kathy Mohan, Director of      Within existing staff duties
                                                       approach in GS   report                                will support tenants to maintain their                    Neighbourhood Services
                                                                                                              tenancy and prevent unnecessary
                                                                                                              evictions including making sure that
                                                       New Tenancy      14.2) Develop local lettings plans                                           As and when        Kathy Mohan, Director of
                                                                                                              the home continues to be occupied
                                                       approach in GS                                                                                                   Neighbourhood Services
                                                                                                              by the tenant we let it to. Better
                                                                                                              knowledge of tenants and
                                                       New Tenancy      14.3) Use Tenant panel days to                                                                  Kathy Mohan, Director of
                                                                                                              leaseholders so that their specific
                                                       approach in GS   obtain opinion                                                                                  Neighbourhood Services
                                                                                                              needs are met, there is an early
                                                                                                              warming of problems to help reduce
                                                       New Tenancy      14.4) Carry out analysis of surrender failed and abandoned tenancies.                           Kathy Mohan, Director of
                                                       approach in GS   of tenancies-create spreadsheet       Signpost customers correctly.                             Neighbourhood Services


                                                       New Tenancy      14.5) Training for Frontline staff in                                          Apr-11           Kathy Mohan, Director of
                                                       approach in GS   homelessness prevention                                                                         Neighbourhood Services


                                                       New Tenancy      14.6) Reduce number of abandoned                                                                Kathy Mohan, Director of
                                                       approach in GS   tenancies and possession orders                                                                 Neighbourhood Services


15              Scoping out project for eliminate                       15.1) Introduce enhanced sign up         Making sure that the home continues Apr-11             Nicola Barron - Quality and   This is a significant project and will                                 Links to tenancy standard gap analysis and creation of
                Subletting and tying in with local                      checks                                   to be occupied by the tenant we let                    Performance Directorate       require a separate bid to the                                          Guinness South.
                councils                                                                                         the home to. Anti-Fraud and ensure                                                   Business Project Review Group                                          Will be done as a future project but will need to alter
                                                                                                                 the we are helping potential social                                                                                                                         dates
                                                                                                                 need residents

                                                                        15.2) Training for front line staff      Making sure that the home continues   Apr-11           Nicola Barron - Quality and                                                                          Links to tenancy standard gap analysis and creation of
                                                                                                                 to be occupied by the tenant we let                    Performance Directorate                                                                              Guinness South.
                                                                                                                 the home to. Knowledge of                                                                                                                                   Will be done as a future project but will need to alter
                                                                                                                 Subletting issues                                                                                                                                           dates
                                                                        15.3) Ensure 5 weeks visits occur        Making sure that the home continues   Apr-11           Nicola Barron - Quality and                                                                          Links to tenancy standard gap analysis and creation of
                                                                        and are evidenced                        to be occupied by the tenant we let                    Performance Directorate                                                                              Guinness South.
                                                                                                                 the home to. Property and person                                                                                                                            Will be done as a future project but will need to alter
                                                                                                                 checks                                                                                                                                                      dates
                                                                        15.4) Carry out monthly Estate           Making sure that the home continues   Jun-11           Nicola Barron - Quality and                                                                          Links to tenancy standard gap analysis and creation of
                                                                        Walkabouts and are evidenced             to be occupied by the tenant we let                    Performance Directorate                                                                              Guinness South.
                                                                                                                 the home to. Collect visual data on                                                                                                                         Will be done as a future project but will need to alter
                                                                                                                 estates                                                                                                                                                     dates
                                                                        15.5) Circulate Best practice to staff   Making sure that the home continues   Apr-11           Nicola Barron - Quality and                                                                          Links to tenancy standard gap analysis and creation of
                                                                                                                 to be occupied by the tenant we let                    Performance Directorate                                                                              Guinness South.
                                                                                                                 the home to. Knowledge of                                                                                                                                   Will be done as a future project but will need to alter
                                                                                                                 Subletting issues                                                                                                                                           dates
                                                                        15.6) Set up HOTLINE for tenants?        Making sure that the home continues   Sep-11           Nicola Barron - Quality and                                                                          Links to tenancy standard gap analysis and creation of
                                                                                                                 to be occupied by the tenant we let                    Performance Directorate                                                                              Guinness South.
                                                                                                                 the home to. Reporting mechanism                                                                                                                            Will be done as a future project but will need to alter
                                                                                                                 for tenants                                                                                                                                                 dates




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               HOUSING INCOME MANAGEMENT - Osahon Lawrence, Sponsor - Bill Graves

Reference     Issue to be addressed       Who raised the          Action to take                                TSA Standard & GS Desired outcome           Target date        Lead                       Resources Required (Staff, £,         Evidence Available Required Progress report
Number                                    issue?                                                                                                            Original Updated                              Partners)
1             Increase payment options Financial Inclusion 1) Introduce paperless Direct Debit system.          provide information about the service       Jan-11             Osahon Lawrence/           This is a significant project and  Direct Debit Project scope;    Email from Katherine Rudkin on 15/6/10 has
              available to all customers Strategy 2009     Investigate possibility of more Direct Debit         choices available to tenants, including                        Katherine Rudkin           will require a separate bid to the email from Katherine Rudkin    confirmed DD project scope with a new target date
                                                           dates                                                any additional costs that are relevant to                                                 Business Project Review Group. on DD project scope                for implementation of Jan 2011
                                                                                                                specific choices. More customers on                                                       DCE Annual Plan,
                                                                                                                Direct Debit, reduced costs of income                                                     interdependence on GTXP/HHXP,
                                                                                                                collection, lower arrears.                                                                amalgamated Project, Finance
                                                                                                                                                                                                          shared services review and GS
                                                                                                                                                                                                          Implementation.


2             Investigate benefits of     Hermitage Housing 2) Evaluate the introduction of an Incentive        Provide tenants with information about      Mar-11             Nicola Barron - Quality & This is a significant project and                                  Recommend parking this for the time being.
              incentive schemes           Audit Commission Scheme in conjunction with customers and             their responsibilities and the service                         Performance Directorate will require a separate bid to the                                   Can our existing systems provide weekly Direct
                                          Inspection        look for evidence of the difference that            choices available to them, including any                                                 Business Project Review Group.                                     Debits?
                                                            incentive schemes have made in other                additional costs that are relevant to                                                    staff time, cost of rewards, cost of
                                                            organisations.                                      specific choices, to reach agreement on                                                  IT & monitoring.
                                                                                                                whether the benefits of running an                                                       Partnership Project, GS Project,
                                                                                                                incentive scheme outweigh the costs                                                      HHxP/GTxP. Dependant on
                                                                                                                                                                                                         project for paperless Direct Debit


3             Review income               Measure of Good         3) Review and update existing Service         Provide tenants with accessible, relevant Oct-10               Osahon Lawrence            Within existing resources
              management service          Practice                Standards with customers.                     and timely information about the
              standards                                                                                         standards of housing services they can
                                                                                                                expect having agreed, clear Service
                                                                                                                Standards for income management in
                                                                                                                place
4             Promote and encourage       Status Survey 2009 4.1) Identify credit unions across Guinness        provide services that will support tenants Oct-10              Community Investment       Within existing resources
              the use of credit unions                       South                                              to maintain their tenancy and prevent                          Managers - Joy Odiatu,
              across Guinness South                                                                             unnecessary evictions by increasing                            Tim Gray, Julia Collen,
                                                                                                                usage of credit unions in order to:                            Judith Evans
                                                                  4.2) Setup a meeting with a credit union to   access loans at reasonable rates; reduce Oct-10                Osahon Lawrence & Bill     Within existing resources
                                                                  promote usage across Guinness South           arrears & evictions; improve the financial                     Graves
                                                                  4.3) Promote Credit Unions at sign-up and     capability of customers                    Oct-10              Osahon Lawrence & Bill     Within existing resources
                                                                  through tenancy support service and on-                                                                      Graves
                                                                  going promotion e.g. Spotlight

                                                            4.4) Setup a system to monitor take up and                                                      Oct-10             Osahon Lawrence & Bill     Within existing resources
                                                            usage                                                                                                              Graves
5             Utilising text messaging   Scrutiny Committee 5) Review and setup text messaging service Demonstrate how we respond to tenants’               Aug-10             Osahon Lawrence            To be determined                      TextAnywhere Terms,         35 staff from Guinness Midsummer are now able to
              service to process rent    Nov 2009           for rent arrears                               needs in the way we provide services and                                                                                             Conditions and Charges;     utilise text messaging service to process rent
              arrears                                                                                      communicate with them. Officers able to                                                                                              TextAnywhere System and     arrears and other housing management duties via
              Cross ref to Access &                                                                        routinely contact residents in arrears and                                                                                           Service Levels              texting. A total of 90 staff across Guinness South
              Customer Care                                                                                increase rental income. Meeting                                                                                                                                  including GT staff have now been setup on the
                                                                                                           customers' preferred method of contact                                                                                                                           service. A flat rate of 3.90p is being paid for use of
                                                                                                           (Insight)                                                                                                                                                        the service.
6             Provide quick intervention Identified as Best 6.1) Review income recovery policies and       Provide services that will support tenants       Nov-10             Sam Scott - Guinness       This is a significant project and     Required                    Will need to be a major project
              when rent arrears arise to Practice           procedures to improve consistency of the       to maintain their tenancy and prevent                               South Implementation       will require a separate bid to the
              maximise opportunities for                    service across GS.                             unnecessary evictions by improved                                   Team & Kari Greaves        Business Project Review Group.
              customer to pay and                           Measure: Review income recovery policies recovery procedures                                                                                  GS Project, HHxP/GTXP
              arrears level to be                           and procedures with customers
              controlled.                                   6.2) Rent letters reviewed with customers to Provide services that will support tenants         Nov-10             Sam Scott - Guinness       This is a significant project and
                                                            reflect best practice. Benchmark against       to maintain their tenancy and prevent                               South Implementation       will require a separate bid to the
                                                            Partnership.                                   unnecessary evictions. Clear, consistent                            Team & Kari Greaves        Business Project Review Group.
                                                            Measure: Review arrears letters with           arrears letters to all customers on rent                                                       HHxP / GTxP Project
                                                            customers to ensure that information is clear arrears
                                                            and appropriate
                                                            6.3 Include contact details for debt advice    Provide services that will support tenants       Nov-10             Sam Scott - Guinness       This is a significant project and
                                                            agencies on back of arrears letters along      to maintain their tenancy and prevent                               South Implementation       will require a separate bid to the
                                                            with payment methods.                          unnecessary evictions. Customers can                                Team & Kari Greaves        Business Project Review Group.
                                                            Measure: Contact agencies and CAB for          contract debt advice agencies                                                                  HHxP / GTxP Project
                                                            their details and ensure that these are on the
                                                            back of arrears letters



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Reference     Issue to be addressed         Who raised the        Action to take                                   TSA Standard & GS Desired outcome        Target date        Lead                   Resources Required (Staff, £,        Evidence Available Required Progress report
Number                                      issue?                                                                                                          Original Updated                          Partners)
7             Promote availability of low GP Financial            7) Provide a leaflet on low cost hardship        Provide services that will support tenants Aug-10           Kari Greaves           Staff Time and Cost of Design        Required
              cost hardship loans         Inclusion Strategic     loans for each resident at sign up.              to maintain their tenancy and prevent                                              and Printing
                                          Objectives              Measure: All new residents receive a low         unnecessary evictions by maximising
                                                                  cost hardship loan leaflet at signup or within   customer income
                                                                  10 days of moving in.

8             Adopt a Partnership wide GP Financial               8) Adopt GP benefit advice service standard Provide tenants with accessible, relevant Apr-11                 Kate Vaughton & Kari   Staff Time                           Required
              benefit advice service    Inclusion Strategic       Measure: GP service standard in place and and timely information about the                                   Greaves
              standard and implement it Objectives                evidenced by 2010                           standards of housing services they can
              consistently                                                                                    expect. GP service standard in place
                                                                                                              Strategic Objective: Providing High
                                                                                                              Quality Benefit and Debt Advice

9             Encourage customers to    GP Financial              9) Provide leaflets for residents on managing    Provide services that will support tenants Aug-10           Bill Graves & Kate     Staff Time and Cost of Design        Money made easy leaflet,    On target. The leaflets have been identified and
              open a bank account to    Inclusion Strategic       their financial affairs                          to maintain their tenancy and prevent                       Vaughton               and Printing                         Managing Money Welcome      are supplied by third party organisations. Currently
              achieve discounts through Objectives                Measure: 100% of new customers advised           unnecessary evictions. Leaflets available                                                                               pack, Debt Advice leaflet   assessing the amount of leaflets to be ordered and
              the use of direct debit                             about basic bank accounts within 10 days of      in the offices                                                                                                                                      distributed.
              facilities                                          moving in                                        Strategic Objective: Provide access to
                                                                                                                   Financial Services and improve the
                                                                                                                   financial capability of our customers

10            Making sure we provide        TSA guidelines        10) Develop formal Service Level                 Co-operate with relevant partners to help Mar-11            Sam Scott - Guinness   This is a significant project and    Required                    Look at specific job roles of individuals - review
              information that is in line                         Agreements (SLA's) and Memorandum Of             promote social, environmental and                           South Implementation   will require a separate bid to the                               when Neighbourhood Agreement is agreed
              with customer and                                   Understanding (MOU) with local authorities       economic well being in the areas where                      Team & Justin King     Business Project Review Group.
              regulator expectations                              and other local debts agencies including         they own properties. SLAs and MOUs in                                              GS Project, HHxP/GTXP
              improving the service we                            Citizens Advice Bureau and Housing Benefit       place. Ability to refer to specialist
              provide.                                            (HB). Set up monitoring mechanism to             agencies, book appointments with CAB,
                                                                  demonstrate effectiveness within                 provide verification framework services
                                                                  SLAs/MOUs.                                       for Housing Benefit
                                                                  Measure: Make contact with all statutory and
                                                                  non-statutory agencies in relevant areas and
                                                                  set up SLAs and MOUs. Reduced arrears
                                                                  and debt and increased income for
                                                                  customers.
11            Ensuring former tenants'      TSA guidelines,       11) Benchmark performance of agency              Ensure that effective controls and        Oct-10            Geoff Woodley          staff time                           Required
              arrears are effectively       Identified best       dealing with former tenant arrears. Review       procedures are in place to ensure                           (Chelmsford)
              collected to maximise our     practice              effectiveness and VFM of outsourcing.            security of assets and the proper use of
              income.                                             Measure: Benchmark data compared and             public funds. Customers and staff are
                                                                  published on effectiveness of agency             able to see the effectiveness of the
                                                                                                                   agency dealing with former tenant arrears
                                                                                                                   collection and test against VFM




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              Customer Engagement - Tim Gray, Sponsor - Michael Thayne
Reference     Issue to be addressed         Who raised the issue?        Action to take                          TSA Standard & GS Desired               Target date        Lead                           Resources Required (Staff, £,          Evidence Available Required         Progress report
Number                                                                                                           outcome                                 Original Updated                                  Partners)
1             Establish a performance       Mock inspection              1) Introduce a set of customer          Enable tenants opportunities to         Mar-11             Tim Gray, Acting Head of       Within existing resources              Set of KPIs                         First draft of KPIs produced
              monitoring system for         recommendations - brought    engagement KPIs                         scrutinise the effectiveness of their                      Community Investment East                                             Performance data based on the
              Customer Engagement           forward from 2009-10 SIP                                             policies in relation to tenant                                                                                                   KPIs
                                                                                                                 involvement by developing KPI's to
                                                                                                                 monitor customer engagement
                                                                                                                 activity

2             Involve customers in staff    Resident Involvement and     2) Implement customer engagement Involve tenants in the design of our           Dec-10             Julia Collen, Area Community This is a significant project and will   List of customer recruiters         Some GT customers have already received
              recruitment                   Community Investment         in staff recruitment project     services including involvement in                                 Investment Manager South     require a separate bid to the            Information on recruitments they    recruitment training
                                            Action Plan 2009-10 -                                         staff recruitment                                                                              Business Project Review Group.           have been involved in
                                            brought forward from 2009-                                                                                                                                   Link with HR team to organise
                                            10 SIP                                                                                                                                                       customers participating in
                                                                                                                                                                                                         recruitment campaigns
3             Involve customers in all      Resident Involvement and     3) Implement customer engagement      Involve tenants in the design of our Mar-11                  Julia Collen, Area Community Within existing resources                List of customers involved in the   Framework has been produced for GT, a
              aspects of the repairs and    Community Investment         in repairs and maintenance project    services and consult with them on                            Investment Manager South                                              project,                            number of customers have been training to
              maintenance process           Action Plan 2009-10 -        e.g. working with staff to select     the desirability and scope of local                                                                                                Details of training undertaken      select contractors and have been involved in
                                            brought forward from 2009-   contractors for specific maintenance  offers in relation to services to meet                                                                                             Evidence of customer involvement    selection
                                            10 SIP                       projects                              the TSA's Home standard including                                                                                                  at various stages of repairs and
                                                                                                               all aspects of repairs and                                                                                                         maintenance
                                                                                                               maintenance
4             Empowering and training       Customers                    4.1) Provide a training framework for Providing support to tenants to build Mar-11                 Joy Odiatu, Head of                                                   Details of ways the policy has      Draft policy has been produced and is out for
              customers to be more                                       customers                             their capacity to be more effectively                        Community Investment                                                  been promoted                       consultation.
              involved and develop new                                                                         involved.                                                    London                                                                                                    Part of Business as Usual
              skills
5             Performance monitoring        Mock inspection              5) Implement customer mystery           use external validation, independent Oct-10                Elaine Elsey, customer South   Administrative support provided by Report on outcome of mystery            GT and GM have already carried out mystery
              through mystery shopping      recommendations - brought    shopping programme                      audit and peer review where                                Area with Judith Evans,        Elaine Elsey as part of the NVQ    shopping programme                      shopping pilots and have used the feedback to
                                            forward from 2009-10 SIP                                             appropriate including minimum of 12                        Community Investment           programme; rest within existing                                            prepare a mystery shopping programme for the
                                                                                                                 customers reporting on experience of                       Manager GM                     resources.                                                                 two companies.
                                                                                                                 using services leading to improved
                                                                                                                 service and test customer service
                                                                                                                 standards
6             Provide a consistent      TSA Standard & Customers         6) Produce a framework document     Enable tenants' opportunities to       Oct-10                  Judith Evans, Community        Production costs, say £3000            Framework document                  GM have produced a draft framework
              approach to information                                    summarising the customer            scrutinise the effectiveness of our                            Investment Manager GM
              about customer engagement                                  engagement service, including a listpolicies in relation to tenant
                                                                         of involvement opportunities        involvement. Framework document
                                                                                                             with list of involvement opportunities
                                                                                                             produced
7             Performance monitoring     STATUS                          7) Develop a process for gaining    Enable tenants' opportunities to       Oct-10                  Tim Gray, Acting Head of       Within existing resources              Feedback data
              through obtaining feedback                                 feedback from customers on areas of scrutinise the effectiveness of our                            Community Investment East                                             Data on lessons learnt
              on the customer engagement                                 the customer engagement service     policies in relation to tenant                                                                                                       Data on action taken
              service                                                                                        involvement. Feedback logged and
                                                                                                             all lessons learnt publicised and
                                                                                                             acted upon
8             Increase involvement of      Mock inspection               8.1) Use Insight data to analyse    Offering all tenants a wide range of Nov-10                    Tim Gray, Acting Head of       Within existing resources              Data available                      Information is available for the two companies
              customers across the various recommendations - brought     make up of our customers by         opportunities to be involved in the                            Community Investment East                                                                                 individually but needs to be pulled together
              diversity strands            forward from 2009-10 SIP      diversity strand                    management of their housing, and
                                                                                                             demonstrate that we understand the
                                                                                                             different needs of our tenants,
                                                                                                             including in relation to the nine
                                                                                                             equality strands and tenants with
                                                                                                             additional support needs. Information
                                                                                                             on our customer population to help
                                                                                                             us identify marginalised and hard to
                                                                                                             reach customers produced

                                            STATUS                       8.2) Cross reference break down of      Offering all tenants a wide range of Nov-10                Tim Gray, Acting Head of       Within existing resources              Data available
                                                                         customers by diversity strand against   opportunities to be involved in the                        Community Investment East                                             Trends identified
                                                                         involvement preferences and identify    management of their housing, and
                                                                         trends                                  demonstrate that we understand the
                                                                                                                 different needs of our tenants,
                                                                                                                 including in relation to the nine
                                                                                                                 equality strands and tenants with
                                                                                                                 additional support needs. Report on
                                                                                                                 analysis of involvement preferences
                                                                                                                 by diversity strand and trends to
                                                                                                                 enable us to encourage greater
                                                                                                                 engagement produced




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Reference     Issue to be addressed          Who raised the issue?   Action to take                            TSA Standard & GS Desired            Target date        Lead                           Resources Required (Staff, £,            Evidence Available Required         Progress report
Number                                                                                                         outcome                              Original Updated                                  Partners)
                                             STATUS                  8.3) Consult with customers               Offering all tenants a wide range of Mar-11             Tim Gray, Acting Head of       Within existing resources                Feedback from customers about
                                                                     identified by diversity strand about      opportunities to be involved in the                     Community Investment East                                               ways we can maximise
                                                                     their specific involvement                management of their housing, and                                                                                                involvement with them
                                                                     preferences                               demonstrate that we understand the
                                                                                                               different needs of our tenants,
                                                                                                               including in relation to the nine
                                                                                                               equality strands and tenants with
                                                                                                               additional support needs. Minimum
                                                                                                               of 6 customers from each diversity
                                                                                                               strands consulted about ways we
                                                                                                               can improve our engagement with
                                                                                                               them.

9             Making greater use of new      STATUS                  9.1) Set up an on-line consultation       Provide tenants with accessible       Mar-11            Michael Thayne, Head of        This is a significant project and will   Details of on-line panel
              technology to engage with                              panel                                     information on how they can                             Resident Strategy              require a separate bid to the
              customers                                                                                        communicate with us and provide                                                        Business Project Review Group.
                                                                                                               feedback. Online panel operating to                                                    GTxP team to put together
                                                                                                               enable customers to be involved                                                        database of customers that can be
                                                                                                               electronically                                                                         emailed regularly; staff time to run
                                                                                                                                                                                                      the consultation panel
                                             STATUS                  9.2) Set up an on-line mystery         Provide tenants with accessible          Mar-11            Michael Thayne, Head of        This is a significant project and will   Electronic feedback from
                                                                     shopping panel                         information on how they can                                Resident Strategy              require a separate bid to the            customers
                                                                                                            communicate with us and provide                                                           Business Project Review Group.
                                                                                                            feedback. On line mystery shopping                                                        GTxP team to put together
                                                                                                            panel established so customers can                                                        database of customers that can be
                                                                                                            feed back views on service delivery                                                       emailed regularly; staff time to run
                                                                                                            electronically                                                                            the consultation panel
                                             STATUS                  9.3) Investigate the use of an on-line Provide tenants with accessible          Mar-11            Michael Thayne, Head of        This is a significant project and will   Electronic survey results
                                                                     survey tool                            information on how they can                                Resident Strategy              require a separate bid to the
                                                                                                            communicate with us and provide                                                           Business Project Review Group.
                                                                                                            feedback. On line survey tool                                                             Communications team to help set
                                                                                                            available so customers can provide                                                        up an on-line survey tool; any costs
                                                                                                            their views electronically                                                                involved in setting up the survey
                                                                                                                                                                                                      tool - say £2000; staff time to carry
                                                                                                                                                                                                      and analyse surveys.

10            Customer participation in      STATUS                  10) Set up "Customer Seal of              Offering all tenants a wide range of Dec-10             Dawn Irvine, Communications Within existing resources                   Documents with seal of approval
              information sharing                                    Approval" for official documents          opportunities to be involved in the                     and Marketing Manager                                                   on them
                                                                                                               management of their housing and the
                                                                                                               delivery of housing-related services.
                                                                                                               Seal of approval produced and used
                                                                                                               on a minimum of 6 company
                                                                                                               documents
11            Implement actions from         TSA                     11.1) Provide financial skills training   Neighbourhood & Community              Mar-11           Julia Collen, Area Community Within existing resources                  Template and local service
              Guinness Partnership                                   for customers                             Standard. At least 25 customers take                    Investment Manager South                                                information documents
              Financial Inclusion Strategy                                                                     up financial skills training each year

                                             TSA                     11.2) Promote the work of the             Create at least 1 opportunity for     Mar-11            Julia Collen, Area Community This is a significant project and will Details of customer provided with
                                                                     Furniture Resource Centre based in        employment for a customer                               Investment Manager South     require a separate bid to the          an employment opportunity.
                                                                     Liverpool to extend their area of                                                                                              Business Project Review Group.
                                                                     operation into South East England                                                                                              Communications team to help
                                                                                                                                                                                                    publicise the Furniture Resource
                                                                                                                                                                                                    Centre if it is set up in the South
                                                                                                                                                                                                    East. Cost of publicity, say £1000

                                             TSA                     11.3) Explore opportunities for           4 Customers gaining training          Mar-11            Joy Odiatu, Head of            This is a significant project and will   Details of customers being offered Link with development
                                                                     contractors to provide on the job         opportunities and apprenticeships                       Community Investment           require a separate bid to the            training opportunities or
                                                                     training and apprenticeships for          with our contractors                                    London & Andy MacKay,          Business Project Review Group.           apprenticeships with our
                                                                     customers as part of our contract                                                                 Director of Asset Management   Support from Asset Management            contractors
                                                                     arrangements                                                                                                                     Directorate and CoPE to include as
                                                                                                                                                                                                      part of contract negotiations for
                                                                                                                                                                                                      new projects.
12                                           STATUS worklessness     12) Investigate pilot models to           Co-operate with relevant partners to Mar-11             Julia Collen, Area Community                                            Documentation about the three
                                             agenda                  provide employment opportunities for      help promote social and economic                        Investment Manager South &                                              pilots and evidence of the number
                                                                     Guinness customers to provide             well being in the areas where we                        Joy Odiatu, Head of                                                     of customers employed
                                                                     estate services                           own properties. 3 models                                Community Investment
                                                                                                               investigated and pilots set up                          London




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               ALLOCATIONS and LETTINGS - Kari Greaves, Sponsor - Justin King
Reference     Issue to be addressed              Who raised the issue?            Action to take                           Desired outcome                   Target date        Lead                    Resources Required (Staff, £,            Evidence Available Required   Progress report
Number                                                                                                                                                       Original Updated                           Partners)
1             Share best practice in the         Mock Inspection                  1) Set up local workshops to produce Ensure a prudent and planned approach Dec-10             Bill Graves, Head of    Existing staff but also include          GS Project Plan               Already a project for Guinness South
              management of voids and voids                                       a process map for voids. Coordinate to work on empty properties and                           Housing and Area        Contractors and where possible
              processes                                                           voids process review with the GS     minimise the time that properties are                    Directors - Phil        tenant Forum members
                                                                                  Housing Services Workstream.         empty between each letting.                              Maybey, Jackie
                                                                                                                                                                                Alderson, Justin King

2             Improve quality of information     STATUS                           2.1) Ensure that a consistent suite of   Provide tenants with accessible,          Apr-11     Bill Graves, Head of    Printing costs                           GS Project Plan               This is being included in actions as
              given to housing applicants                                         leaflets are available in all offices    relevant and timely information about                Housing and Area                                                                               part of the GS project
                                                                                  and provide a generic "I want to         how tenants can access services and                  Directors - Phil
                                                                                  Move" leaflet for GS                     the standards of housing services they               Maybey, Jackie
                                                                                                                           can expect. Standardisation of the                   Alderson, Justin King
                                                                                                                           leaflets displayed at GS offices to
                                                                                                                           provide a consistent service to residents

                                                                                  2.2) Establish a consistent approach Improve residents opportunities to move Sep-11           Bill Graves, Head of
                                                                                  to promoting Home Swapper.           home.                                                    Housing and Area
                                                                                                                                                                                Directors - Phil
                                                                                                                                                                                Maybey, Jackie
                                                                                                                                                                                Alderson, Justin King

                                                                                  2.3) Improve the information on GS       Customers are able to make effective      Apr-11     Bill Graves, Head of Printing costs
                                                                                  housing stock and turnover for           judgements on which areas to choose                  Housing and Area
                                                                                  housing applicants                       on their application forms.                          Directors - Phil
                                                                                                                                                                                Maybey, Jackie
                                                                                                                                                                                Alderson, Justin King

                                                                                  2.4) Improve the opportunities for       Improve residents opportunities to move Apr-11       Bill Graves, Head of This is a significant project and will                                    Online with web payment. Lianne
                                                                                  applicants to self serve through on      home.                                                Housing and Area      require a separate bid to the                                            Hart-Lincoln to input to the scope of
                                                                                  line access to information and                                                                Directors - Phil      Business Project Review Group                                            GTxP and HHxP project
                                                                                  printable application forms.                                                                  Maybey, Jackie
                                                                                                                                                                                Alderson, Justin King

3             Provide a consistent service to    Mock Inspection                  3) Create a service standard for the     Provide tenants with accessible,          Apr-11     Bill Graves, Head of Existing resources
              customers accessing the                                             Lettings Service                         relevant and timely information about                Housing and Area
              Allocations and Lettings service                                                                             how tenants can access services and                  Directors - Phil
                                                                                                                           the standards of housing services they               Maybey, Jackie
                                                                                                                           can expect                                           Alderson, Justin King

4             Underoccupation of properties      VfM                              4) Analyse data output from the pilot Develop and deliver services to address Oct-10          Kari Greaves -          This is a significant project and will                                 Dan Mary has been commissioned to
                                                                                  research carried out by Dan Mary      under occupation and overcrowding in                    Assistant Director      require a separate bid to the                                          undertake a reporting exercise from
                                                                                  showing the levels of occupation of our homes.                                                Customer Services       Business Project Review Group                                          GTxP to provide the background
                                                                                  GM homes. Consider developing a                                                                                                                                                              date required.
                                                                                  GS Tenants Incentive Scheme to
                                                                                  encourage downsizing.

5             Review management                                                   5.1) Carry out a review of the MBO       Take the agreed contractual position as Sep-10       Jeff Astle              SP team, support providers, local                                      Already being looked into by Jeff
              agreements and M.B.O's                                              contractual arrangements for all         our starting point for the local offer for                                   authorities                                                            Astel
                                                                                  relevant units.                          homes managed under contracts.
                                                                                  5.2) Analyse data and determine          Take the agreed contractual position as Jan-11       Nicola Barron -      This is a significant project and will                                    On agenda for July CMT. Falls within
                                                                                  next steps                               our starting point for the local offer for           Quality &            require a separate bid to the                                             Quality & Performance. Alison
                                                                                                                           homes managed under contracts.                       Performance Director Business Project Review Group                                             Barnes is developing resource
                                                                                                                                                                                                                                                                               requirements.
6             Need to update and ensure          Staff Wish List - identified via 6) Develop and launch new                Provide accessible, relevant and timely   Sep-10     Bill Graves and Lisa    £20,000                                  Required.                     The Handbook is a Partnership
              consistent sign-up information for challenge days (GM); STATUS customer handbook for tenants,                information about the standards of                   Meekings                                                                                       project and development and
              rental tenants.                    2009                             ensuring that it is accessible in        housing services tenants can expect.                                                                                                                customer/staff consultation
                                                                                  different formats. Also ensure Insight   New and existing customers provided                                                                                                                 continues. On target although the GS
                                                                                  data is collected.                       with clear and consistent tenancy                                                                                                                   company information may not be
                                                                                                                           information.                                                                                                                                        available in time for the Partnership
                                                                                                                                                                                                                                                                               launch




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                Prospects for Improvement - Ian Hutchings, Sponsor - Nicola Barron

 Reference      Issue to be addressed           Who raised the          Action to take                                     TSA Standard & GS Desired            Target date      Lead           Resources Required     Evidence Available        Progress report
 Number                                         issue?                                                                     outcome                              Original Updated                (Staff, £, Partners)   Required
 1              Ensure that service             Mock Inspection         1) Regular review of Service Improvement Plans     Offering all tenants a wide range Jan-11             Nicola Barron                          STATUS and Proxy
                improvement activities                                  to ensure conformance with SIP milestones and      of opportunities to be involved in                                                          measures for customer
                address the priorities of our                           the development of proxy measures for customer     the management of their housing,                                                            involvement show
                customers and they have an                              involvement between STATUS surveys                 including the ability to influence                                                          improvement
                opportunity to influence how                                                                               strategic priorities, the formulation
                services are delivered                                                                                     of housing-related policies and the
                                                                                                                           delivery of housing-related
                                                                                                                           services within a context of
                                                                                                                           ensuring value for money has
                                                                                                                           been secured and tested.

 2              Effective management of risk Project Management of 2) Develop link between risk plan and Service           Have an effective risk               Oct-10          Alison Barnes   staff time             Examples of minutes of
                and co-ordinated approach to our improvement       Improvement Plan to ensure improvements are             management framework                                                                        EiA risk section
                service improvement.          process              delivered without compromising Business as
                                                                   Usual.
 3              Develop our effectiveness as Project Management of 3) Undertake regular benchmarking of all major          It is providers’ responsibility to   Dec-10          Kari Greaves    staff time             Case histories of best
                a learning organisation       our improvement      areas of service delivery. Develop tools to ensure      determine how they develop a                                                                practice deployment
                through undertaking and       process              free flow of ideas. To include external validation      systematic approach to self
                learning from best practice                        of plans (including mock inspection) and include        iimprovement and learning from
                internally, within the                             critical friends wherever possible on Service           each other through peer review
                Partnership and from other                         Improvement Teams.                                      and benchmarking.
                social housing organisations.

 4              Evaluate observations and    New regulatory regime 4) Reviewing recommendations and guiding                It is providers’ responsibility to    Oct-10         Nicola Barron   staff time             Examples                  Mock inspection results have been incorporated
                suggestions from external                          appropriate SIT to incorporate into their work          determine how they develop a                                                                                          into Service Improvement Teams
                bodies on the performance of                       plan.                                                   systematic approach to self
                Guinness South.                                                                                            iimprovement and learning from
                                                                                                                           each other through peer review
                                                                                                                           and benchmarking.
 5              Championing compliance with New regulatory regime 5) Develop an Action plan to ensure we deliver            Protect the interests of tenants by Nov-10          Ian Hutchings   staff time             Upward trend in service
                delivery of our Service                           our Servce Standards.                                    improving standards of                                                                      standards delivery
                Standards                                                                                                  performance so that tenants
                                                                                                                           receive a quality of service delivery
                                                                                                                           in line with our standards

 6              Engaging all GS staff in the    Project Management of 6) Produce regular updates on progress of the        All GS staff are engaged in          Oct-10          Nicola Barron   staff time             Communications            Pick up in new year when new structure is in
                pursuit of Service              our Improvement       SIP for all staff. and undertake a face to face      helping the delivery of service                                                             produced and diary of     place.
                Improvement                     process               presentation to all staff of our customer offering   improvement                                                                                 events held




4/13/2011
C:\Docstoc\Working\pdf\99c1407e-e274-4f3b-9ccd-ccd5ddb66481.xls

								
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