ACTION PLAN â AREAS FOR IMPROVEMENT - Salix Homes
ACTION PLAN â AREAS FOR IMPROVEMENT - Salix Homes
ACTION PLAN â AREAS FOR IMPROVEMENT - Salix Homes
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<strong>ACTION</strong> <strong>PLAN</strong> – <strong>AREAS</strong> <strong>FOR</strong> <strong>IMPROVEMENT</strong><br />
WHAT WHO WHERE WHEN<br />
1 Seeking customer feedback:<br />
Current Practice: All customers will<br />
receive a new tenancy visit 4-6 weeks<br />
after the tenancy start date, at this visit,<br />
Officers will complete a “move in<br />
satisfaction form”<br />
Action: Any No access visits – no<br />
access cards will be left & the customer<br />
satisfaction form will posted with a stamp<br />
addressed envelope (All no access visits<br />
– will be followed up by a telephone call<br />
by Empty Props Officer to complete the<br />
satisfaction form) if not already<br />
completed and returned<br />
Lettings<br />
Officer /<br />
Admin team<br />
Office<br />
Ongoing<br />
Action: Lettings Team leader will carry<br />
out 10% checks on a quarterly basis<br />
(complete same checks as customer<br />
inspectors) this will highlight any failings.<br />
Action: Any results will be highlight to<br />
the customer panel<br />
Team Leader<br />
n/a<br />
Signed off as<br />
complete by<br />
People Panel<br />
- October<br />
2012<br />
2 Calling cards:<br />
Current Practice: A no access card will<br />
be left, with officer contact details for all<br />
unsuccessful visits.<br />
Action: Checks will be made when<br />
completing the no access telephone call.<br />
Lettings<br />
officer<br />
Customers<br />
new home<br />
Signed off as<br />
complete by<br />
People Panel<br />
- October<br />
2012
<strong>ACTION</strong> <strong>PLAN</strong> – <strong>AREAS</strong> <strong>FOR</strong> <strong>IMPROVEMENT</strong><br />
WHAT WHO WHERE WHEN<br />
3 Agreeing timescales for additional<br />
work:<br />
Action: An agreement / declaration will<br />
be made with the customer that all post<br />
void repairs will be completed with-in 10<br />
working days of the tenancy start date.<br />
This agreement will be signed by the<br />
lettings officer & customer.<br />
Lettings<br />
Officer,<br />
Morrison &<br />
B 4 Box .<br />
Customers<br />
new home<br />
Signed off as<br />
complete by<br />
People Panel<br />
- October<br />
2012<br />
The agreement will then be given to<br />
voids contractor to complete the work<br />
within target. Follow up calls will be<br />
made to customer once 10 day period<br />
has expired to make sure all work<br />
completed – failures will be addressed<br />
with the contractor and reported to the<br />
property panel<br />
4 New Tenancy visits.<br />
Current Practice: All New Tenancy<br />
Visits are completed within 4-6 week<br />
period. Customer details are input into a<br />
live spreadsheet. The document advises<br />
all Lettings Officers of the expected<br />
completion dates<br />
Action: All visits will be monitored on a<br />
weekly basis by lettings Team leader.<br />
This will highlight any failures and the<br />
failings will be addressed with officer<br />
concerned.<br />
Lettings<br />
officer<br />
Lettings<br />
Signed off as<br />
complete by<br />
People Panel<br />
- October<br />
2012<br />
5 ID Badges:<br />
Current Practice: All Lettings Officers<br />
should show ID badges on all viewings,<br />
sign ups & New Tenancy Visits.<br />
Action: Lettings Team Leader will<br />
monitor with 10% checks.<br />
Lettings<br />
Team<br />
All out of<br />
office visits<br />
Signed off as<br />
complete by<br />
People Panel<br />
- October<br />
2012
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