Hyde Life October 2012.indd - Hyde Housing Association

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Estella Magloire, Member of Residents’ Annual Report Editorial panel and Vice chair of Hydewide Residents’ Voice: It makes perfect sense that residents have played such a key role in the creation of a report which is intended for them. They have been actively involved and should be very proud of their vital contribution. Resident Engagement Hyde’s new RACs have been set up to scrutinise local services and performance. Representatives from the RACs and Hyde Southbank’s Residents’ Council also sit on Hyde’s principal resident led committee known as Hydewide Residents’ Voice (HRV) which scrutinises services and performance at a Group level. See in the graphic (below) how the HRV feeds into Hyde’s formal corporate governance structure. Resident involvement structure 2011-12 Group Board Hydewide Residents’ Voice, (HRV) Hyde’s principal resident committee Hydewide Residents’ Eye (HRE) Formal committee that oversees inspections of Hyde Hyde SE London RAC Hyde Minster RAC Hyde Martlet RAC Hyde Northside RAC Customer Services and Complaints We’ve created a Customer Services’ centre with specialist skills as well as a new Complaints’ Resolution Team dedicated to monitoring complaints. Satisfaction with call handling 2010/11 86% 2011/12 87% Improved from previous year Target 85% Calls answered within 30 seconds Calls answered within service standard Hyde Kent RAC Roundshaw RAC Hyde Hillside (RAC in development) Local residents panels, forums, Tenants’ and Residents’ Associations and other groups Resident Assurance Committee = RAC Chair or representative from each RAC sits on HRV Number of involved residents 2011/12 4856 14% Target 3400 10% Number of Hyde 5000* members Hyde Southbank Residents’ Council 2010/11 85% 2011/12 93% Improved from previous year Target 80% 2010/11 700 2011/12 2330 Improved from previous year Target 1500 *Hyde 5000 is a database of involved residents 10 If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk 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
Reports Repairs, maintenance and property services This year in partnership with residents, we will be reviewing all our repairs and maintenance services and going out to tender for these services. Satisfaction with repairs service Letting Homes Most of the homes we own and manage are let through agreements with local authorities. We advertise our properties through local authority Choice-based Lettings schemes where eligible people – including our residents – can ‘bid’ for properties. We also subscribe to two national mutual exchange schemes which enable our residents to seek opportunities to swap their homes. 2010/11 84% 2011/12 86% Improved from previous year Target 87% Satisfaction with lettings service Repairs performance Emergency repairs within target Just below target 2011/12 90% 2010/11 98% 2011/12 98.1% Improved from previous year Target 98.6% Just below target Emergency: Aim to complete repairs within 24 hours of reporting a high risk problem e.g. burst water pipes or loss of heating in winter. Urgent repairs within target 2010/11 97% 2011/12 96.2% Worse than previous year Target 97.5% Just below target Urgent: Aim to complete repairs within 7 working days of reporting problems that can cause discomfort or inconvenience. Hyde New Homes Routine repairs within target 2010/11 98% 2011/12 97.1% Worse than previous year Target 97% Routine: Aim to complete repairs within 20 working days of reporting. Repairs that are not a risk to people or property. Formerly INplace, Hyde New Homes is a major provider of affordable homes, offering a wide range of properties throughout London and the South East. We offer: leasehold retirement housing; purchase through the Shared Ownership scheme; renting through our discounted rented schemes; as well as purchase or renting as a keyworker. Last year Hyde New Homes answered 19,000 calls from its 0845 number alone and there were 90,000 hits on the Hyde New Homes website. 94% of customers rated our service as good or excellent. If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk 11 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
Page 1 and 2: Hyde Life The Hyde Group Resident M
Page 3 and 4: Residents Round up Carol’s catch
Page 5 and 6: Cover story family and influence Hy
Page 7 and 8: out... If you go down to the woods
Page 9: Reports Message from Steve White Ch
Page 13 and 14: Coming soon... Changing Rooms In Ap
Page 15 and 16: een able to give informed opinions,
Page 17 and 18: East Region Out and about Resident
Page 19 and 20: April 2012 to June 2012 This perfor

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