Family Housing Association

Family Housing Association (Birkenhead & Wirral) Ltd, Marcus House, Marcus Street, Birkenhead, Telephone: 0151 647 5000

Service Standards

Our Service Standards were created in consultation with our Customer Panel and are reviewed every year by the Customer Panel and the Board every year.

Tenant Involvement and Empowerment Standards

	Offer of Service	How do we deliver it?	How do we monitor it?
1	Support and service a Customer Panel made up of a cross section of tenants.	All tenants are welcome to join the Customer Panel. It is promoted at sign up, in Newsletters and on the website. The Panel will monitor, evaluate and review services. Members have the option to attend meetings or give feedback via telephone, email or survey. There are a minimum of 3 meetings a year.	The minutes of the Customer Panel meetings, including the Panel members feedback will be shared with the Board. Participation statistics are reported bi-annually in the Customer Services Report and in the Annual Report.
2	Menu of involvement options, including surveys, phone, e-mail, meetings and online consultation.	Customer Panel Members have the option to attend meetings or give feedback via telephone, email or survey. All tenants can take part in online consultations on customer orientated services.	Any feedback received from online consultation will be shared with the Customer Panel to consider. The minutes of the Customer Panel meetings, including the Panel members feedback and online consultation will be shared with the Board. Participation statistics are reported bi-annually in the Customer Services Report and in our Annual Report.
3	Consultation on major changes to service delivery.	Consult with all tenants affected giving a one-month consultation period and provide feedback to the tenants on the outcome.	The Board and Customer Panel will receive full details of any consultations undertaken on major changes to service delivery.
4	Consult on Business Plan proposals.	The Customer Panel will be involved with the development of the Business Plan. All tenants will be given the opportunity to comment on the draft Business Plan before it is approved by the Board.	The minutes of the Customer Panel meetings, including the Panel members feedback and any comments made any other tenants will be shared with the Board.
5	Consultation on new customer service or tenant related policies.	New or due for review customer orientated policies will be shared with the Customer Panel and be made available for online consultation to all tenants.	Any feedback received from online consultation will be shared with the Customer Panel to consider. The minutes of the Customer Panel meetings, including the Panel members feedback and online consultation will be shared with the Board.
6	Ensure tenant representation on the Board.	Ensure there are between 1 and 3 tenant Board members. The Management Team will proactively work to identify future candidates should the number fall below the minimum.	The Board and Management team will monitor this during their regular meetings. Participation statistics are reported bi-annually in the Customer Services Report and in the Annual Report.
7	Provide choice during planned maintenance works.	It is part of the Planned Maintenance contract with the contractor delivering the service that they provide tenants choice on colours for flooring and kitchens and that they keep a record.	This is overseen by the Surveyor and Management Team. There are regular reports on the Planned Maintenance programme shared with the Customer Panel and Board.
8	Provide feedback on Tenant Surveys.	The results of surveys will be shared with the Customer Panel and made available for online consultation.	Any feedback received from online consultation will be shared with the Customer Panel to consider. The minutes of the Customer Panel meetings, including the Panel members feedback and online consultation will be shared with the Board and in the Annual Report.
9	Maintain a high standard of Customer Care.	To appoint staff with a track record of delivering high standards of customer care. To provide regular training on customer care.	Complaints, compliments, the results of tenant, new tenant, repair, anti-social behaviour satisfaction surveys to be shared with the Customer Panel and Board.
10	Offer a straight-forward and clear Complaints Procedure.	Complaints will be escalated through the following stages with a designated person: 1) Attempt informal resolution. 2) Formal complaint to Chief Executive 3) Refer to Ombudsman	All complaints are logged and updated on the complaints section on Housing Management System. Complaints are a standard agenda item in the weekly Management Team meetings in which the designated person gives a verbal update on progress. Complaints are reported to the Customer Panel and Board with details about the outcome and any lessons learned.
11	Provide a fair and equal service to all and ensure our services do not directly or indirectly discriminate against anyone.	Carry out Equality Impact Assessments on policies and procedures ensuring we do not directly or indirectly discriminate against anyone.	A summary of Equality Impact Assessment findings will be included at the end of each Policy shared with the Customer Panel and Board. The full assessment will be available on request.

Home Standard – Repairs, Maintenance & Quality of Accommodation

	Offer of Service	How do we deliver it?	How do we monitor it?
1	Ensure a variety of methods for reporting repairs are available.	We will accept reports of repairs however they are reported to us. This might include, but is not limited to; letter, phone, e-mail, text message, in person, via our website or through our out of hours repairs services. We will promote the different ways to report repairs to our tenants in person, on our website and through any communications we have with tenants on the subject.	The Customer Panel and Board will ensure there are a variety of ways to report repairs when approving the Repairs policy and looking at the results of Repairs satisfaction questionnaires. Details of reporting methods to be included in our Annual Report.
2	Provide an out of hours emergency repairs service.	The Management Team will ensure there is an out of hours service in place so that emergency repairs can be reported outside of normal office opening hours.	The Customer Panel and Board will ensure there is an out of hours repairs service in place when approving the Repairs policy and looking at the results of Repairs satisfaction questionnaires.
3	Prioritise repairs so that those that are most urgent are dealt with first.	Staff assign a level of priority to the repair when it is reported and issued to the Contractor: Attend within: Emergency - 24 hours Urgent - 5 working days Routine - 21 working days The repairs database within the Housing Management system allows staff to monitor whether contractors are completing repairs within target times.	Monitored by the Board and Customer Panel as part of Acuity Benchmarking Report and in our Annual Report.
4	Ensure our customers are satisfied with our repairs service.	For each repair a questionnaire will be sent out to the tenant. To encourage responses, a monthly prize draw will be held. Staff will respond to any negative feedback to address any outstanding issues or learn for future.	Monitored by the Board and Customer Panel as part of Customer Services Report.
5	Ensure repairs are carried out to a good standard.	Ensure contractors added to the approved list have a track record of delivering repairs to a good standard. Staff to review contractor performance through repair satisfaction surveys, compliments and complaints handling. A sample of repairs will be sent to an independent qualified surveyor for inspection. The Management Team will also carry out a Value for Money exercise for a sample of repairs.	Monitored by the Board and Customer Panel as part of Acuity Benchmarking Report, Customers Services Report, the complaints / compliments reports and in our Annual Report.
6	Ensure all properties are in a good state of repair and maintain through an ongoing planned maintenance programme.	All properties will meet the Decent Homes Standard and will be periodically inspected to ensure compliance. Maintenance of an accurate database of property condition allowing evaluation of stock condition. Properties will also be inspected when they become void, and work carried out to meet the Standard.	Compliance with Decent Homes Standard to be included in our Annual Report. There are regular reports on the Planned Maintenance programme shared with the Customer Panel and Board. Details of the work required, and money spent to bring void properties up to standard is shared every meeting with the Board.
7	To meet legal requirements for testing gas and electrical installations in all our homes.	A database within the Housing Management System is maintained by staff to ensure the gas installations in every property are tested every year and electrical installations tested every 5 years. There are strict procedures in place to ensure compliance which are overseen by Management during the weekly void meetings.	Monitored by the Board as part of the Housing Management Report.
8	Ensure communal services such as cleaning and gardening are to a good standard.	Communal services will be regularly inspected to ensure work is being carried out to a high standard. Tenant satisfaction surveys ask about communal services.	The tenant satisfaction survey results are shared with the Customer Panel and Board. Communal area inspections are a standard agenda item in the weekly Void meeting. Progress will be monitored by Management.
9	Carry out aids and adaptations to assist residents with disabilities.	All applications for adaptations will be considered and a decision made within 28 days. Depending on the level of work required, the tenant may be asked to contact an Occupational Therapist or may be referred to Wirral Council to apply for a Disabled Facilities Grant.	Details of money spent on Aids and Adaptations are reported to the Board as part of the Tenancy Management report and Quarterly Management Accounts.

Neighbourhood & Community Standard – Local Area Co-operation & Anti Social Behaviour

	Offer of Service	How do we deliver it?	How do we monitor it?
1	All new tenants will be made aware of their responsibility in relation to acceptable behaviour.	Acceptable behaviour will be discussed with all new tenants during tenancy sign up with a check list to completed by the Housing Officer.	Applicants being considered and new tenancies are monitored as part of the weekly Void Meeting.
2	All new tenancies to be monitored for the first twelve months and Starter Tenancies used where appropriate.	Applicants being considered and new tenancies are monitored as part of the weekly Void Meeting. Starter Tenancies will only be converted to Assured Tenancies after 12 months where behaviour has been acceptable.	Starter Tenancy Reviews are monitored by the Board as part of the Housing Management Report and in the Annual Report.
3	We will make it easy to report Anti-Social Behaviour.	We will accept reports of Anti-Social Behaviour however they are reported to us. This might include, but is not limited to; letter, phone, e-mail, text message, in person, via our website or through our out of hours Anti-Social Behaviour services. We will promote the different ways to report Anti-Social Behaviour to our tenants in person, on our website and through any communications we have with tenants on the subject.	The Customer Panel and Board will ensure it is easy to report Anti-Social Behaviour when approving the ASB policy and will monitor the results of ASB satisfaction questionnaires.
4	We will thoroughly investigate reports of Anti-Social Behaviour, support victims and take proportionate action using the tools available to us and based on the evidence gathered.	Officers will follow the Anti-Social Behaviour Policy. Anti-Social Behaviour is a standard agenda item in the weekly Void meeting in which ongoing cases are discussed and monitored. When a case is closed, an Anti-Social Behaviour satisfaction questionnaire is sent to the victim.	The number of active cases and time spent on dealing with Anti-Social Behaviour is monitored by the Board as part of the Housing Management Report. The results of ASB satisfaction questionnaires are shared with the Customer Panel and Board. Satisfaction with our response to Anti-Social Behaviour is also asked in the Tenant Satisfaction Survey, the results of which are shared with the Customer Panel and Board.
5	We will work to improve poor local environmental standards.	Environmental issues will be identified during scheme inspections, estate visits and home visits and will be raised with the appropriate authorities.	Issues will be monitored by the Management Team until resolved
6	We will carry out communal area / estate inspections and encourage residents to take part.	We will inspect every internal communal area monthly. We will inspect the outside communal areas of our sheltered schemes monthly. The outside areas of the rest of our properties will be inspected 6 monthly. Tenants will be invited to take part where possible. Any resulting actions required will be completed promptly.	Estate inspections are a standard agenda item in the weekly Void meeting. Progress will be monitored by Management.
7	We will carry out annual home visits.	A database within the Housing Management System is maintained by staff to ensure we attempt to visit every tenancy once a year. There are procedures in place for when we cannot gain access.	Home visits are a standard agenda item in the weekly Void meeting. Progress will be monitored by the Management Team.
8	We will ensure graffiti is removed.	If the graffiti is on one of our properties, one of our approved Contractors will be instructed to remove it. If it is not on one of our properties, we will work with Streetscene to remove it. Our target is to remove within 28 days or 24 hours if is offensive. Graffiti will be logged as Anti-Social Behaviour on our Housing Management system.	Anti-Social Behaviour is a standard agenda item in the weekly Void meeting in which ongoing cases are discussed and monitored.
9	We will secure abandoned or insecure properties.	Properties will be secured within 24 hours and classified as an emergency repair. Staff monitor incomplete repairs to ensure they do not go over target times.	Monitored by the Board and Customer Panel as part of Acuity Benchmarking Report.
10	We will rapidly remove syringes or other drug related equipment.	Items will be removed within 24 hours and classified as an emergency repair. Staff monitor incomplete repairs to ensure they do not go over target times.	Monitored by the Board and Customer Panel as part of Acuity Benchmarking Report.
11	We will work to encourage recycling of household waste.	We will work with the Local Authority to promote recycling. We ensure every new tenant has a grey bin when they move in. If we receive reports that a tenant is not putting the correct items in the grey and green bins, we will contact them.	Voids and new tenancies are monitored as part of the weekly Void Meeting where recycling issues can be raised. The void meeting is attended by some Members of the Management Team.
12	We will work with residents and partner agencies to improve the local environment.	We will support and promote events such as clean ups, skip days, scrutiny panels and neighbourhood action plans.	Tenant Engagement activities are reported to the Customer Panel and Board.

Value for Money

	Offer of Service	How do we deliver it?	How do we monitor it?
1	Provide a high-quality responsive repairs service that offers good value for money.	Ensure contractors added to the approved list have a track record of delivering repairs to a good standard. Staff to review contractor performance through repair satisfaction surveys, monitoring they are keeping to target times, compliments and complaints handling. At least 90% of repairs will be of satisfactory quality and offer reasonable value for money. A sample of repairs will be sent to an independent qualified surveyor for inspection. The Management Team will also carry out a Value for Money assessment for a sample of repairs.	Monitored by the Board and Customer Panel as part of Acuity Benchmarking Report, Customers Services Report, reports about complaints and compliments and in our Annual Report.
2	Provide a responsive repairs service that keeps costs to a minimum whilst achieving high standards of customer satisfaction.	Staff to review contractor performance through repair satisfaction surveys, monitoring they are keeping to target times, compliments and complaints handling. Costs monitored as part of invoice processing procedures.	Monitored by the Board and Customer Panel as part of Acuity Benchmarking Report, Customers Services Report, reports about complaints and compliments and in our Annual Report.
3	Provide a responsive repairs service and planned maintenance programme that supports the local economy.	Response Repairs and Planned Maintenance will utilise local contractors where possible. The targets a minimum of 70% within Wirral and 90% within the North West.	This is monitored by the Board and Customer Panel as part of the Customers Services Report and Annual Report to Tenants.
4	Provide a Planned Maintenance Programme that offers good value for money.	Planned Maintenance contracts will be subject to competitive tender and performance will be closely monitored.	There are regular reports on the Planned Maintenance programme shared with the Customer Panel and Board.
5	The Association will purchase goods and services to achieve the best value for money, whilst supporting the local economy.	Goods & services will be purchased locally where possible and at the lowest cost for comparable products. The targets a minimum of 70% within Wirral and 80% within the North West.	This is monitored by the Board and Customer Panel as part of the Customers Services Report and Annual Report to Tenants.
6	The Association will ensure its reserves are invested so to minimise risk and maximise return.	The Association will consider the available options for investing its reserves annually.	A report detailing available options for investment will be prepared annually and presented to Board for approval.

*Wirral is to be defined as 'on the Wirral Peninsula' - up to and including Neston, Capenhurst and Ellesmere Port.

CLICK HERE to tell us what you think about the Updated Service Standards