YHN Delivery Plan 2012-13 - Your Homes Newcastle

housing servicesEnables benchmarking against otherproviders in the sector Increase of 1% against 2011/12targetService qualityImprovedcustomer accessto services throughthe new enquirycentre Improved service to the customer Improving the effectiveness of servicedelivery at first point of contact. Target represents the next milestonefollowing implementation of newenquiry centre handling out of hourscalls in April 2012Deliver 2 new services or key processesthrough the enquiry centre by 31/03/2013 Key strand of the Customer ServiceStrategy and therefore the BusinessStrategyIncome generationIncrease in incometo support coreservices andinvestment inhomesContributes to challenges in theBusiness Strategy relating toreduced funding sources and selffinancingHelps secure financial viabilityGenerate a minimum of £907,000 during2012/13 through: Sponsorship and Grants- £474,000 Traded services- £433,000IncomeManagementIncrease in thenumber ofpayments throughHelps to protect tenants from debtRepresents an increase of 9% fromIncrease the total number of tenants payingby direct debit to 4900 by 31/03/201333