Limavady District Housing Plan 2011/12 - Northern Ireland Housing ...

LIMAVADY
3.7 Objective 6 – Delivering better public services
We aim to deliver services that meet the needs of our customers, whilst ensuring
that we achieve value for money. We continually strive to improve the quality and
efficiency of our services.
Housing research plays a vital role in helping us meet our objectives. We have a
statutory responsibility to regularly examine housing conditions and housing need,
but we also research customer satisfaction. Our research programmes help us to
develop better public services and housing policies. Details of the programme of
work being undertaken by our research department can be found on our website
at www.nihe.gov.uk.
To understand our customers’ needs we use techniques such as customer surveys
while also comparing the quality and efficiency of our services with other
organisations. This helps us to identify areas for improvement and:
• 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 Complaints Scheme for our customers. Our
complaints system has been a valuable resource in measuring how well we
deliver our services and helping us to make improvements;
• Over the last three years we have radically changed the ways in which we
deliver services through our Modernising Services Programme;
• We are continuing to work on service improvement using techniques such as
‘LEAN’ and better use of information and communications technology.
• During 2010/11 we implemented the Private Sector Management System in our
grants offices;
• During 2011/12 we will upgrade our housing management computer systems.
Our Sustainable Development Policy is based on the Government’s Sustainable
Development Strategy for Northern Ireland (Everyone’s Involved). We have
responded to the Government’s consultation on the draft Sustainable
Development Action Plan and we look forward to publication of the final plan.
Details of our environmental policy can be found on our website at
www.nihe.gov.uk.
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