September 2013 - Bron Afon

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• Been working with our Helpdesk staff, who are the first point of contact for anyone contacting Bron Afon, to ensure they are aware of Bron Afon’s responsibilities in relation to the Welsh language and communication over the telephone. We are also in the initial stages of working with our Service Monitoring & Improvement Team to explore the use of ‘mystery shopping’ to monitor compliance with our corporate greeting. In addition, we are developing a Welsh language module on our e-learning site to support ongoing awareness raising which will be incorporated into our corporate induction process. March 2013: This complaint related to signage placed on Bron Afon Community Housing’s property. The existing signage (in English only) was replaced as part of the External Wall Insulation contracts. New bilingual signs should have been fitted in their place. This was an oversight by both the Project Manager and contractor and is being rectified. There has been a delay with the translation of the signage, but we have now received this from Torfaen County Borough Council. Steps were taken to ensure a similar incident does not occur again by making changes to our existing translation process. A directive from our management team to all project managers has ensured that they are all aware that new/replaced signage must be bilingual to comply with the Scheme. In addition, as directed by our senior management team, the translation process is now co-ordinated centrally. This means there is tighter control of the process ensuring compliance with the Welsh Language Scheme. Appendix 1 provides samples of our communications to staff to demonstrate what we are doing to ensure better compliance of our Welsh Language Scheme. 4. COMPLIANCE WITH THE WELSH LANGUAGE SCHEME 2012-13 Progress with our Welsh Language Scheme is outlined in Appendix 1. Bron Afon’s Welsh Language Scheme and action plan contains measures which have been reproduced along with comments on Bron Afon’s progress during 2012-13 in implementing each measure. 5. CONCLUSIONS • We continue to make good progress with the measures outlined in Bron Afon’s Welsh Language Scheme as illustrated in this monitoring report. • We acknowledge the complaints about our lack of compliance with the Welsh Language. Our actions demonstrate that we have learnt from these and have put actions into place to ensure there is better compliance of our Welsh Language Scheme. • We will continue to monitor and review the Scheme until the standards are introduced. 6. NEXT STEPS 2013-14 72
We will: • Continue raising awareness of the Scheme using our existing communication methods. • Explore the use of ‘mystery shopping’ to monitor compliance with our corporate greeting and review learning from this. • Continue our review of information needed to access our services for the first time to ensure this is available in English and Welsh. • Establish the chosen language of those dealing with us as part of our profiling exercise. • Review the Welsh language skills of new starters to build on our existing internal directory of Welsh speakers. • Introduce Welsh language into our learning and development programme and evaluate feedback. • Introduce the Welsh Language e-learning module and evaluate the results. • Continue to hold meetings (2-3 times a year) with Torfaen County Borough Council’s Welsh Language Officer. • Explore opportunities to collaborate on learning & development activities with Torfaen County Borough Council. We will provide an update on the progress of the above action points in our next monitoring report. 73
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Bron Afon Community Housing Thursda
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BOARD MEMBER ELIZABETH HAYNES CARL
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BOARD MEMBER KELVIN HARNETT INTERES
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• Action Point 6 - This will now
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e diminished by the closure of the
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Board discussion centred on whether
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ACTION POINTS FROM PREVIOUS BRON AF
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26 th September 2013 1 st April 201
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to the DWP project being extended u
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Bron Afon Community Housing Income
Page 21 and 22: Community Housing and Support Perio
Page 23 and 24: 10 Professional Fees The Community
Page 25 and 26: Support Services and Other Detail 1
Page 27 and 28: Property Note Period Ending 30 June
Page 29 and 30: Property variance explanations Deta
Page 31 and 32: Bron Afon Community Housing Ltd Bal
Page 33 and 34: Bron Afon Community Housing Ltd Tre
Page 35 and 36: Bron Afon Community Housing Ltd Bus
Page 37 and 38: works Q1 rent loss shows a signific
Page 39 and 40: Most significantly 6 out of the 7 t
Page 41 and 42: 102 cases were taken to Court in Q1
Page 43 and 44: that budgets may be cut by 10% alth
Page 45 and 46: housing benefit are being moved on
Page 47 and 48: 3 - Excellent Standards (Doing what
Page 49 and 50: timelines are met. We have one poin
Page 51 and 52: What action is planned & what diffe
Page 53 and 54: The Digital Inclusion Coordinator a
Page 55 and 56: • Ensuring the revised planning a
Page 57 and 58: the problems caused by lack of reso
Page 59 and 60: Director of Homes and Places at Wel
Page 61 and 62: frequently we update the data to ma
Page 63 and 64: BUSINESS FOCUS AREAS FREQUENCY OF R
Page 65 and 66: former tenants as % of total rent c
Page 67 and 68: Appendix 2 Areas for detailed revie
Page 69 and 70: 2013 to be submitted to the Welsh L
Page 71: 1. INTRODUCTION The purpose of this
Page 75 and 76: Working with Helpdesk staff 75
Page 77 and 78: Measure Commitment Progress Our swi
Page 79 and 80: Measure Commitment Progress We will
Page 81 and 82: EMERGENCY REPAIRS POLICY Guide to t
Page 83 and 84: • Work required to manage health
Page 85 and 86: Document History Version number 0.1
Page 87 and 88: 3 Community Team Progress and Outco
Page 89 and 90: 3.8 Although each community had som
Page 91 and 92: 5.4 The surgeries have been adverti
Page 93 and 94: 7 Improving Community and Membershi
Page 95 and 96: exercise identified areas where spe
Page 97 and 98: The development of this site to cre
Page 99 and 100: wellbeing. Properties brought back
Page 101 and 102: with a focus on money advise, cooki
Page 103 and 104: Appendix 3 The St Dials Community T
Page 105 and 106: Easter Event We held an event which
Page 107 and 108: programme. This was a vital piece o
Page 109 and 110: May 2013: Launch of the St Dials Co
Page 111 and 112: At their last meeting on 3 rd Septe
Page 113 and 114: Appendix 5 Area Management Board Mo
Page 115 and 116: 4 Performance on the Helpdesks in A
Page 117 and 118: Repairs Helpdesk 5.3 We asked 83 ca
Page 119 and 120: BRON AFON COMMUNITY HOUSING BOARD 2
Page 121 and 122: Lettable Standard for Void Properti
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Outbuildings will be cleared of rub
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Lighting pendants will be safe, sec
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Bath To be clean, with plug and cha
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• 4 Twin Power points to the Livi
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Appendix 1 Our Standard for Your Ho
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Option A I have viewed (address)...
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covered later in the Committee pape
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The Head of Finance explained that
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adopting a project management appro
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The Committee thanked the Head of F
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September 2013 - Bron Afon

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