HydeMartlet SNI Action Plan - Hyde Housing Association

HydeMartlet Short Notice Inspection Action Plan
March 2010
Ref Objective Key Actions Named Staff
Owners
(Leads first)
Expected
Outcome SMART
Target
Target
Date
Progress
Evidence. (NB
bullets may not
now align)
Resident
Request
Resident Benefit
Outcomes &
Impact: L, M or
H
13. Resident Request: Better feedback on complaints to residents
13.1 Provide information for
residents, resident
panels, the Board and
managers about the
number, type and
outcome of complaints
and what lessons we
have learned.
Periodic publication of
information to residents,
including how services
have been improved as a
result of complaints.
Facilities
Manager
Sheila Brown
Managing
Director
Paul
Featherstone
Draw up
information for
2009 and publish
in tenants
newsletter in first
quarter of 2010.
Publish data each
year in newsletter
and on the
website.
Report results to
Area Panels
quarterly as part of
their performance
management role.
14. Resident Requests: Keep residents informed about the progress of their repair
31/3/10 Progress will be
measured by
publication of the
newsletter article
Annually
and ongoing.
31/03/10
and
Quarterly
on-going
We have
established new
internal monitoring
arrangements in
which our Senior
Management
Team receives a
two-weekly report
on performance in
individual cases.
Target dates are
set and deadline
failures escalated
to directors and if
necessary to the
Managing Director.
(see
Resident
Consultation
report 4.3.1
& 4.5)
Regular publication
of information for all
residents about
services, and direct
feedback to
residents who have
used the complaints
system, starting in
Spring 2010.
Outcomes will be
measured by
specific lessons
learned from
complaints being
acted on.
We are also
planning to
measure
satisfaction with
complaints through
our phone survey
Impact: M
14