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
Management
Team on
performance
against the Service
Promise.
Publish
performance to
Area Panels every
quarter and
residents every
year in the
newsletter.
31/3/10
and ongoing
Results of our
internal tenant-led
inspection process
(which covered
letter answering)
will be reported to
residents’ bodies.
Mystery Shopping
on all forms of
communication
started in late 2009
20. Resident Request: Improve communications between teams within HydeMartlet
20.1 Improve services for
residents by providing
better information to
teams within the
organisation about the
work of other teams and
encourage staff to take
ownership of residents
problems.
Support staff to take a
greater pride in their work
and understand issues of
other teams better.
Managing
Director
Paul
Featherstone
The new Managing
Director to
personally lead
action with
managers to link
the Service
Promise to the
performance
management
framework.
21
28/2/10 Progress will be
measured by
implementing the
actions. A letter
from the MD to all
staff (Paul’s
Pledges) has been
sent.
The first board
room briefing on
(see
Resident
Consultation
report 4.3.1)
Residents will need
to contact us only
once to get their
enquiry resolved.
The outcome will be
a reduction in the
number of justified
complaints caused
by poor internal