foster carer prog - Council meetings - Lewisham Council
foster carer prog - Council meetings - Lewisham Council
foster carer prog - Council meetings - Lewisham Council
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Recommendations<br />
Recommendation<br />
Prioritisation<br />
(ST, MT, LT)<br />
Responsibility<br />
for action (M,<br />
ED, PO etc.)<br />
Evidence Base<br />
(O, EW, L etc.)<br />
Action to be taken<br />
Measure of success<br />
Better notice<br />
provided in<br />
respect of works<br />
and walkabouts<br />
ST (to be in<br />
place by<br />
2010/11<br />
financial year)<br />
PO<br />
L<br />
Results of<br />
questionnaire<br />
and focus<br />
groups, pp9 –<br />
15; p22, para<br />
39; p38, para 92<br />
1. Leaseholders to be<br />
provided with details<br />
of who the contractors<br />
are and why they were<br />
selected at least 6<br />
weeks ahead of major<br />
works taking place.<br />
2. Leaseholders to be<br />
informed of the dates<br />
when major works will<br />
take place at least 4<br />
weeks in advance of<br />
the works starting.<br />
3. Leaseholders to be<br />
given at least ten days<br />
notice of walkabouts.<br />
Leaseholders better<br />
informed about<br />
works to their<br />
property and more<br />
able to take part in<br />
estate walkabouts.<br />
Improved<br />
response times to<br />
correspondence<br />
ST (to be in<br />
place by<br />
2010/11<br />
financial year)<br />
PO<br />
L<br />
Results of<br />
questionnaire<br />
and focus<br />
groups, pp9 –<br />
15; p37, para 91<br />
1. Acknowledgements<br />
to correspondence to<br />
be provided within 2<br />
working days.<br />
2. A meaningful<br />
response to be<br />
provided to all<br />
correspondence within<br />
10 working days (even<br />
if it is not the full and<br />
final response).<br />
Leaseholders’<br />
satisfaction<br />
increased as timely<br />
responses to<br />
enquiries are<br />
received.<br />
Complaints<br />
Procedure<br />
Awareness<br />
Strategy<br />
MT (policy to<br />
be in place by<br />
end of<br />
2010/11<br />
financial year)<br />
PO<br />
L<br />
P37, para 91<br />
How the complaints<br />
procedure is publicised<br />
to be reviewed.<br />
Clear strategy for<br />
providing leaseholders<br />
with feedback on how<br />
complaints information<br />
is being used to<br />
improve services to be<br />
developed.<br />
Leaseholders<br />
understand how to<br />
complain, how their<br />
complaint will be<br />
dealt with and how<br />
it will be used to<br />
improve<br />
performance.<br />
56 The <strong>Council</strong>’s obligations to leaseholders