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.  All our residents were given an opportunity to contribute prior to their introduction in April 2011.  We report our performance against standards in our Annual Report to Tenants.  The Standards are regularly reviewed and we welcome comments and suggestions from residents to improve them.  In 2013 we introduced new Service Standards for Value for Money.

Tenant Involvement and Empowerment Standards

 

Offer of Service

Standard

How we will Measure Performance

How we will Monitor Performance

1

Support and service a Customer Panel made up of a cross section of tenants.

Involve Tenants in monitoring, evaluating and reviewing services, with a minimum of 2 meetings each year.

Number of meetings and size of panel will be recorded. Services and policies reviewed will be recorded.

Details will be published in our Annual Report and monitored as part of Key Performance Information.

2

Menu of involvement options, including surveys, phone, e-mail and meetings.

Involvement options to be publicised in Newsletter, to all tenants at sign up and at home visit to new tenants.

Size of Customer Panel and the number becoming involved will be recorded.

Details will be published in our Annual Report and monitored as part of Key Performance Information.

3

Consultation on major changes to service delivery.

Consult with all tenants affected giving a one month consultation period and provide feedback on outcome.

Number of consultations undertaken will be recorded.

The Customer Panel will be kept informed of consultations undertaken.

4

Consult on Business Plan proposals.

Involve Customer Panel and all tenants who have expressed an interest in being involved.

Number of residents involved in Business Planning process will be recorded.

The Customer Panel will be informed of other residents that have been involved.

5

Consultation on new customer service or tenant related policies.

Policies will be reviewed by the Customer Panel and interested tenants.

A record of the policies consulted on will be maintained.

The Board will be informed of all policies reviewed by Customers.

6

Ensure tenant representation on the Board.

Tenant representation on the Board to be between 1 and 3 members.

The number of Tenant Board Members to be recorded.

Details to be published in our Annual Report.

7

Provide choice during planned maintenance works.

Provide options for tenants regarding kitchen style and UPVC door design.

Percentage of tenants allowed a choice during planned maintenance works to be recorded.

Details reported to Customer Panel and included in our Annual Report.

8

Provide feedback on Surveys and Consultations undertaken.

Publish feedback on all surveys and consultations undertaken so that it is available to all tenants.

Details of surveys / consultations and how results were publicised will be recorded.

Details will be published in our Annual Report.

9

Provide residents with information regarding the Association’s Performance in relation to service standards.

Publish our performance on key service standard information in our Annual Report.

Inclusion of key service standard information in Annual Report.

Annual Report to be monitored by our Customer Panel.

10

Maintain a high standard of Customer Care.

Respond to letters within 5 days, answer phone within 5 rings, keep appointments and customer friendly offices.

Internal monitoring of response times.

Monitored by the Customer Panel and Board as part of Key Performance Information.

11

Offer a straight-forward and clear Complaints Procedure.

Meet targets in 3 stage procedure of responding initially within 7 days and then if taken to stage 2 (considered by the Board) respond within 7 days of Board Meeting.

Response times for each complaint to be recorded.

Monitored by the Customer Panel and Board as part of Key Performance Information.

12

Provide a fair, equal service to all regardless of disability, gender, race, age, sexual orientation, religion or philosophical belief.

Ensure all of our activities are compliant with standards. Regularly review policies to ensure compliance

Periodic independent tenant survey, repair customer satisfaction questionnaires and Key Performance Information.

Monitored by the Board and Customer Panel.

 

 Home Standard – Repairs, Maintenance & Quality of Accommodation

 

Offer of Service

Standard

How we will Measure Performance

How we will Monitor Performance

1

Ensure a variety of methods for reporting repairs are available.

Allow repairs to be reported by telephone, e-mail, text message, in person or through our website.

Record the number of repairs reported through the various methods available.

Details of reporting methods to be included in our Annual Report.

2

Provide an out of hours emergency repairs service.

Emergency repairs can be reported 24 hours a day, 365 days a year.

Record the number of emergency repairs and whether they used the out of hours service.

Details of reporting methods to be included in our Annual Report.

3

Prioritise repairs so that those that are most urgent are dealt with first.

Attend within:

Emergency - 24 hours

Urgent - 5 working days

Routine - 21 working days

For each repair, record priority allocated and length of time to completion.

Monitored by the Board and Customer Panel as part of Key Performance Information.  Include 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 along with a reply paid envelope.  To encourage responses, a monthly prize draw will be held.

Returned questionnaires will be analysed and the results for each question reported.

Monitored by the Board and Customer Panel as part of Key Performance Information.  Include in our Annual Report.

5

Ensure repairs are carried out to a good standard.

Repairs are carried out to the appropriate technical standard relevant to the type of repair.

A sample of repairs will be sent to an independent qualified surveyor for inspection.

Monitored by the Board and Customer Panel as part of Key Performance Information.

6

Ensure all properties are in a good state of repair.

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.

Compliance with decent homes standard to be included in our Annual Report.

7

Maintain properties to a good standard through an ongoing planned maintenance programme.

Properties to meet all technical standards published by the Government and Regulatory bodies and will be periodically inspected to ensure compliance.

Maintenance of an accurate database of property condition allowing evaluation of stock condition.

Monitored by the Customer Panel and the Board.

8

Test gas and electrical installations in all our homes regularly.

Test gas installations every year and electrical installations every five years.

A record of all gas and electrical tests will be maintained allowing analysis of compliance with the standard.

Monitored by the Board and Customer Panel as part of Key Performance Information.

9

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.

A record of inspections will be maintained allowing analysis of the standard of work.

Performance reviewed by the Customer Panel as part of their annual review of service charges.

10

Carry out aids and adaptations to assist residents with disabilities.

All applications for adaptations will be considered and a decision made within 28 days.

A record of applications received and adaptations carried out will be maintained.

Monitored by the Board and Customer Panel as part of Key Performance Information.

 

 

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

 

Offer of Service

Standard

How we will Measure Performance

How we will Monitor Performance

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.

A sign up check list will be kept for each sign up showing what has been discussed.

ASB performance included in Key Performance Information monitored by the Board and Customer Panel.

2

All new tenancies to be monitored for the first twelve months and Starter Tenancies used where appropriate.

The Operational Services Committee will monitor all new tenancies for the first 12 months.  Starter Tenancies will only be converted to Assured Tenancies after 12 months where behaviour has been acceptable.

All new tenancies will be included for discussion on the papers for the Operational Services Committee.

Monitored by Operational Services Committee, the Board and details included in the Annual Report.

3

We will make it easy to report Anti-Social Behaviour.

We will accept reports of ASB by letter, phone, e-mail, text message, in person or via our website.

All ASB complaints will be recorded including the method used to make the complaint.

ASB performance included in Key Performance Information monitored by the Board and Customer Panel.

4

We will work to resolve all complaints of Anti-Social Behaviour to the satisfaction of the complainant.

Tackle ASB in accordance with our Anti-Social Behaviour Policy, agreeing appropriate action with complainant, working with other agencies as necessary until complainant agrees complaint is resolved.

All ASB complaints and efforts to resolve to be recorded electronically allowing analysis of ASB work cases.

ASB performance included in Key Performance Information monitored by the Board and Customer Panel.

5

We will work to improve poor local environmental standards.

We will work with other agencies to meet minimum environmental standards.

Compare with published standards of locality.

Performance reviewed by Customer Panel.

6

We will carry out estate / property inspections and encourage residents to take part.

Part of our regular inspection schedule will be published in our newsletters and on our website.

The number of residents attending our published inspections will be recorded.

The number of residents attending inspections will be included in our Annual Report.

7

All issues identified at scheme inspections will be addressed.

Repair orders will be generated as necessary and a priority allocated.  Issues identified for monitoring will be checked at subsequent inspections.

A record will be maintained of all scheme inspections.  All issues will be recorded electronically for monitoring.

Details of scheme inspections will be included in our Annual Report.

8

We will ensure offensive and other graffiti is removed.

We will work with Streetscene to remove graffiti within 28 days or 24 hours if offensive.

A record of graffiti problems will be maintained and inspections carried out to ensure they are resolved.

Details of graffiti removal will be reported to the Customer Panel.

9

We will secure abandoned or insecure properties.

Properties will be secured within 24 hours.

Securing properties will be processed as an emergency repair.

Monitored by the Customer Panel and Board as part of Key Performance Information.

10

We will rapidly remove syringes or other drug related equipment.

Items will be removed within 24 hours.

Will be processed as an emergency repair.

Monitored by the Customer Panel and Board as part of Key Performance Information.

11

We will work to encourage recycling of household waste.

Work with Local Authority to promote recycling.

Our promotional activities will be recorded.

Activities reported to Customer Panel.

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.

Our involvement in events will be recorded.

Activities reported to Customer Panel.

 

Value for Money

 

Offer of Service

Standard

How we will Measure Performance

How we will Monitor Performance

1

Provide a high quality responsive repairs service that offers good value for money. Response Repairs will be carried out to a high standard and at a reasonable cost.  At least 90% of repairs will be of satisfactory quality and offer reasonable value for money. A 10% sample of repairs will be inspected by an independent qualified surveyor and assessed for quality and value for money.  Performance will be monitored by the Customer Panel, Board and reported in our Annual Report to Tenants.

2

Provide a responsive repairs service that keeps costs to a minimum whilst achieving high standards of customer satisfaction. Repairs will be carried out within target timescales and to the satisfaction of at least 90% of our tenants whilst cost will be minimised. Customer Satisfaction Questionnaires will be sent out with every repair and major repairs (unplanned major works with significant cost) will be subject to competitive quotations. Performance will be monitored by the Customer Panel, Board and reported in our Annual Report to Tenants.

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.  A minimum of 70% within Wirral and 90% within the North West. The location of contractors will be recorded and the amount spent on response repairs and planned maintenance will be reported by the following locations. Wirral, North West England, Other. Performance will be monitored by the Customer Panel, Board and reported in our 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. The details of individual contracts and tenders will be recorded. Performance will be monitored by the Customer Panel, Board and reported in our Annual Report to Tenants.

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.  A minimum of 70% within Wirral and 80% within the North West. The location of suppliers will be recorded and the amount spent on goods and services will be reported by the following locations. Wirral, North West England, Other. Performance will be monitored by the Customer Panel, Board and reported in our 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. Performance will be monitored by the Customer Panel, Board and reported in our Annual Report to Tenants.

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