September 2013 - Bron Afon

BRON AFON COMMUNITY HOUSING BOARD
26 th September 2013
Outcomes and Service planning
Duncan Forbes, Chief Executive
Duncan.forbes@bronafon.org.uk
(01633) 620118
1. Introduction
1.1 This report provides information on the steps we have been taking to address
a number of action points from our self assessment in the autumn of 2012. It
summarises the work that has been done to date and the work that is in
progress for the Board to review and comment. It makes recommendations to
the Board about future reporting arrangements.
1.2 We agreed the areas for improvement from our last self assessment in
October 2012. The Board agreed a reporting framework at their meeting in
December 2012. We have reported on progress with the actions on our self
assessment to the Board at Board meetings in March, on 20 th June and in
July 2013. Action points have also recorded at each Board meeting where
follow up reports are due back.
2. Self Assessment Action Points
2.1 This report covers the following action points from our 2012 self assessment:
• Improve our measurement of outcomes and set outcome based
targets.
• Improve our day to day communications with tenants and leaseholders
over the phone, in conversation and by letter.
• Improve our service planning approach and use of performance
measures to secure continuous improvement.
• Maximise income and further improve cost control.
• Need to improve management information held by service managers
so that data is more easily and readily available.
• Drive down arrears and support tenants in coping with welfare reforms
in ways that protect our income.
• Improve our knowledge of our tenants and leaseholder services so that
we have a better understanding of their needs in terms of services and
support including making more systematic use of data from surveys.
2.2 The work in progress described below will also enhance our ability to check
and demonstrate better the equalities impact of our service delivery.
2.3 Our regulator has identified areas which they want to focus on in their future
engagement with us following the Housing Association Regulatory
Assessment and this report covers some or all of the following areas they
have identified:
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