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
4. Recommendation 4 - Consult with tenants to ensure that the booking of appointments is more convenient for tenants
(See also Residents Request item 12)
4.1 Provide wider publicity
concerning out of hours
gas servicing
appointments.
Publish the availability of
extended hours service
rather than offer when
asked. Proposal
requested by residents.
Director of
Property
Services
Beverly Gearey
New standard
letters for gas
service access,
explaining
availability of
extended hours in
use.
30/1/10 New letters
offering ‘out of
hours’
appointments
where necessary
in use by 25 th
January.
Already completed
(See
Resident
Consultation
report 4.5,
4.6 & 4.7).
Residents able to
book gas servicing
at times convenient
to them by 30/1/10.
Impact: M
5 Recommendation 5 - Develop a comprehensive understanding of the profile of customers and use this to ensure that all services are
accessible to meet need (See also Residents’ Request item 16)
5.1 Collect a complete profile
of our customers.
Deliver the Hyde census
by questionnaire, phone
Customer
Insight
Data collected on
50% of
31/03/10 Postal collection
completed 19th
The census will give
the Group and
(Overlapping issue: survey and door knocking. Manager
HydeMartlet
January 2010.
HydeMartlet the
This will also be
Kate Krokou residents.
ability to tailor
covered by the Hyde
Group SNI action plan,
and timescales may be
updated by the Group
plan).
Analyse the results to
shape the service
provision
Data collected on
80% of
HydeMartlet
residents.
30/07/10
Data to be loaded
to iWorld core ICT
system early
February 2010.
services to the
needs of individual
residents.
Improve staff knowledge
(including out-door staff)
to make sure individual
residents’ needs and
cultural requirements are
met.
Report to
residents, staff and
Board on the key
results of the
census and
5
31/08/10
Data collection has
been brought
forward by
deployment of
front line staff to
contact residents,
We will measure the
outcome by
checking that
minority groups are
no less satisfied
with services
through our next