Quay Foyer Mock Inspection

Resident/Raglan comments
Resident Responses to
Raglan VFM Strategy
Our aim is to be an efficient organisation.
We are looking to minimise waste and
maximise efficiency. Part of this process is
to develop a ‘Value for Money’ strategy. In
developing the VFM strategy, we were keen
to involve residents in shaping this.
To complement other approaches, we
contacted a group of actively involved residents
with a view to setting up a VFM resident panel.
Part of the initial contact with them was to
seek their comments on VFM in Raglan – their
priorities and ideas.
We have received feedback from around a
dozen residents, making a range of suggestions.
These are summarised below.
Summary of comments
& suggestions
Repairs & maintenance
Resident: Annual
maintenance checks
on electrical and other
equipment - take a
more preventative approach therefore
minimising breakdowns and call outs.
Raglan: This relates to storage heaters that
appear to be old (over 15 years) and have
not been renewed. The reason for this was
because these particular storage heaters
were not showing on the asset management
database. This is being addressed and they
are now being added on when advised.
Resident: More co-ordinated work
scheduling by contractors, eg avoiding
different jobs being carried out at same
property on separate dates, for no good
reason.
Raglan: Contractors have been working with
the HSC to introduce a first point of contact
appointment system. They are also making
use of multi-skilled tradesmen to aim for a
first time fix and minimise the number of callouts.
Resident: Ensure making good and
completion of work eg avoid installing a
new gate which is then left unpainted and
will therefore rot.
Raglan: Our maintenance partners are aware
that we want jobs to be completed correctly
at the first visit. This is being monitored and
reported back to the partnering core group.
Resident: Look at specifications of parts
to ensure they have an adequate life span
eg double glazing units - ensure quality is
adequate if moving to a lower price.
Raglan: We aim to balance quality with cost
and achieve value for money. We are working
towards standard specifications for all Raglan
properties which include kitchens, bathrooms
and double glazing.
Resident: Consider expanding landlord
repair responsibilities to include items
such as door handles, locks and toilet
seats. The additional costs will be minimal
but it will be a great help to those
residents who are unable to carry out
these repairs themselves
Raglan: We will investigate the cost of this.
It may be that we can do this for sheltered
and supported housing, or make a charge
for the service.
Resident: Raglan to consider setting
up an in-house direct labour operation
to achieve a faster repairs service (2
suggestions for this).
Raglan: A direct labour operation would
find it difficult to cope with the geographical
spread of all our properties. One of the key
requirements of our partnering contracts was
that they obtain value for money and that
our performance is in the top 25% of
housing associations. We are pleased to
say that to date we have achieved this with
Ian Williams.
Resident: Offer tenants a cost effective
chargeable painting and decorating
service.
Raglan: This is something that we will
discuss with our partners for possible future
implementation.
Resident: Deal with excessive periods
when homes are empty.
Raglan: This is a high priority for us and
to help us achieve our targets it has been
highlighted to our partners and is being
monitored and measured.
Resident: Challenge partnering
contractors over charges more vigilantly,
and keep alternative contractors. Review
the reasons for variations in prices
between jobs for the same work.
Raglan: This is currently being investigated
and our findings will be reported back to you
when they have been finalised.
Resident: More rigorous scrutiny of
tenders regarding service quality, to
minimise the need for re-work.
Raglan: We constantly monitor and measure
the work carried out by our contractors and
our aim is for jobs to be ‘right first time’.
Contractors are fully aware that revisits mean
wasted time and therefore money and we do
not pay for recalls.
Resident: Better communication about
planned works programmes, in clear
English.
Raglan: We are looking at producing a
clear 5-year planned works programme for
all residents. This plan was presented at a
residents meeting to gain feedback and
the results will be published once they have
been collated.
Customer service
Resident: More visible staff
presence on site, services
to be more responsive to
residents – better listening.
Raglan: In the communal area of every block
of flats we have promoted the availability
of the local housing officer. We are also
increasing the estate inspections and now
have around 20 estate contracts in place.
Resident: Acknowledge contacts made,
to avoid those who contacted you being
left not knowing if a message has been
received and is being dealt with.
Raglan: All complaints and letters received
are being acknowledged. Phone calls are
forwarded via a new process called ‘tasking’.
This is where we will attempt to contact the
resident at least 3 times. If no contact has
been made, a letter will be sent out.
6 RoUNd Up Issue 45 Autumn 2009 RoUNd Up Issue 45 Autumn 2009 7