North Down - Northern Ireland Housing Executive

• The Continuous Tenant Omnibus
Survey (CTOS) provides a
comprehensive socio-economic
profile of Housing Executive
tenants and their views and
attitudes to service provision;
• We accredit the performance of
our services through a number of
frameworks such as Customer
Service Excellence, external
validation from the European
Foundation for Quality Manager; Investors in People; and we hold a number of
ISO 9001 accreditations;
• We operate a two stage complaint scheme for our customers.
DSD has commissioned a fundamental review of the Allocations Policy for social
housing. This will ensure that current procedures for accessing the waiting list and
allocating social housing make the most effective use of limited public resources to
identify & meet housing need.
We will continue to administer housing benefit prior to the phased transfer to
universal credit between 2014 and 2017. We have spent £1.511 million on
discretionary housing payments to 7,906 claimants to ease financial hardship in
South Region during 2012/13.
Table 5: South East Area housing benefit performance at March 2013
Target
Actual
Clear housing benefit new claims within 25 days 26 days
Clear housing benefit change of circumstances within 8 days 7.66 days
Action plan 2013/14
• Manage services in a cost effective manner;
• Complete the review of the Housing Selection Scheme;
• Administer housing benefit and discretionary housing payments;
• Provide grant applicants with copies of our grants newsletter;
• Update and implement our Learning and Development Strategy;
• Update and implement the People Strategy;
• Maintain an excellent, well-trained and highly motivated workforce.
34