Hyde Life October 2012.indd - Hyde Housing Association
Hyde Life October 2012.indd - Hyde Housing Association
Hyde Life October 2012.indd - Hyde Housing Association
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Estella Magloire,<br />
Member of Residents’<br />
Annual Report<br />
Editorial panel<br />
and Vice chair of<br />
<strong>Hyde</strong>wide Residents’<br />
Voice:<br />
It makes perfect sense that<br />
residents have played such<br />
a key role in the creation of a report which is<br />
intended for them. They have been actively<br />
involved and should be very proud of their<br />
vital contribution.<br />
Resident Engagement<br />
<strong>Hyde</strong>’s new RACs have been set up to scrutinise local services and<br />
performance. Representatives from the RACs and <strong>Hyde</strong> Southbank’s<br />
Residents’ Council also sit on <strong>Hyde</strong>’s principal resident led committee<br />
known as <strong>Hyde</strong>wide Residents’ Voice (HRV) which scrutinises services<br />
and performance at a Group level. See in the graphic (below) how the<br />
HRV feeds into <strong>Hyde</strong>’s formal corporate governance structure.<br />
Resident involvement structure 2011-12<br />
Group Board<br />
<strong>Hyde</strong>wide Residents’<br />
Voice, (HRV) <strong>Hyde</strong>’s<br />
principal resident<br />
committee<br />
<strong>Hyde</strong>wide Residents’ Eye<br />
(HRE) Formal committee<br />
that oversees inspections<br />
of <strong>Hyde</strong><br />
<strong>Hyde</strong><br />
SE London<br />
RAC<br />
<strong>Hyde</strong><br />
Minster<br />
RAC<br />
<strong>Hyde</strong><br />
Martlet<br />
RAC<br />
<strong>Hyde</strong><br />
Northside<br />
RAC<br />
Customer Services and<br />
Complaints<br />
We’ve created a Customer Services’ centre with<br />
specialist skills as well as a new Complaints’<br />
Resolution Team dedicated to monitoring<br />
complaints.<br />
Satisfaction with call handling<br />
2010/11<br />
86%<br />
2011/12<br />
87%<br />
Improved<br />
from previous year<br />
Target<br />
85%<br />
Calls answered within 30 seconds<br />
Calls answered within service standard<br />
<strong>Hyde</strong><br />
Kent<br />
RAC<br />
Roundshaw<br />
RAC<br />
<strong>Hyde</strong><br />
Hillside<br />
(RAC in<br />
development)<br />
Local residents panels, forums,<br />
Tenants’ and Residents’ <strong>Association</strong>s and other groups<br />
Resident Assurance Committee = RAC Chair or representative from each RAC sits on HRV<br />
Number of involved residents<br />
2011/12<br />
4856<br />
14%<br />
Target<br />
3400<br />
10%<br />
Number of <strong>Hyde</strong> 5000* members<br />
<strong>Hyde</strong><br />
Southbank<br />
Residents’<br />
Council<br />
2010/11<br />
85%<br />
2011/12<br />
93%<br />
Improved<br />
from previous year<br />
Target<br />
80%<br />
2010/11<br />
700 2011/12<br />
2330 Improved<br />
from previous year<br />
Target<br />
1500<br />
*<strong>Hyde</strong> 5000<br />
is a database<br />
of involved<br />
residents<br />
10 If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk<br />
For text relay from a text phone add 18001 before the number you want to call or to use Text phone dial 0208 297 7501
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