Housing Annual Statement 2011 - St Albans City & District Council

Last year we gave details of our service commitments in respect of customer services –
details of these are below
From April 2011 we will… How we’re doing – October 2011
Have a published feedback policy (complaints
and compliments) available to all tenants
and leaseholders.
Address complaints in accordance with
published timescales.
Make information available to you in a language
other than English or in large print, Braille or
audio tape if you need it.
Implement a system in order to gather monitoring
information of tenants who agree to provide such
information to help us understand your needs
and serve you better. This will include language
requirements and any disabilities.
Show an identity card issued by the Council
before entering your home.
Extend the use of monitoring systems to ensure
we respond to letters within 10 working days.
Have a named Management Officer responsible
for each street and estate.
Ensure we have a minimum of 2 Duty
Management Officers available each day to deal
with telephone calls and visitors to reception
who do not have appointments.
Carry out spot checks to monitor whether tenants
have to wait more than 15 minutes in reception
for a face to face interview with a duty officer.
Arrange a home visit with a Management Officer
within 10 days of the request being received.
Investigate methods of ensuring that e mails are
answered within published response times.
Greet telephone callers in a polite and
courteous manner giving our name when we
answer the phone.
Investigate the possibility of extending Wi Fi internet
access to Council managed blocks of flats.
Revised corporate Customer Feedback policy
issued by customer services.
Software in place to ensure compliance.
Information in other languages or formats
provided on request.
In progress and associated with housing computer
system upgrade. Information to be transferred
from Housing Benefits where possible.
All staff aware of this requirement. Telephone
surveys to be carried out to confirm it is being
actioned.
Currently in place in Housing Management
and Housing Strategy to extend to Asset
Management by April 2012.
List of areas detailed under the tenancy
standard. Street patch list available on request.
2 Duty officers available on a daily basis. Cover
provided on 8 half day sessions due to staff
training or meetings.
Random checks carried out by Customer
Services Team.
Staff aware of this requirement. As there is no
central record of requests available we rely upon
tenants to advise where this is not achieved.
Workload monitoring system installed September
2011 - this will provide partial monitoring.
All staff aware of this requirement. Telephone
surveys to be carried out to confirm it is
being actioned.
IT Department have raised concerns about cost
and security - this offer is currently under review.
KEY: Achieved Underway
Delayed or Postponed
6 Annual Statement