YHN Delivery Plan 2012-13 - Your Homes Newcastle

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Tenancy Services No more than 0.25% of tenants to be evicted for rent arrears during2012/13Reduce the average time taken to re-let all properties to 16 daysby 31/03/2013Reduce net rent arrears by 1.5% of year end figure for 2011/12 by31/03/2013Achieve 65% satisfaction of tenants who report anti-socialbehaviour by 31/03/2013CCAS Deliver all stages of DALLAS bid to required timescales during2012/1344
The YHN Service Plan 2012/13What is the Service Plan?The YHN Service Plan is an annualdocument which sets out what all ourteams do, and what they want toachieve during the year. It explainshow all teams contribute to meetingthe strategic objectives identified in thedelivery plan. The information is inalphabetical order on a directoratebasis.How is it developed?We use a business and financialplanning process to produce serviceplans. This process is described in thedelivery plan. It involves discussingteam priorities, financial issues andpotential targets and actions toachieve objectives with managers andstaff from across the organisation. Weconsulted with a cross section of stafffrom all teams and sections during2011/12. We also spoke to serviceusers to find out what the importantissues were for them. All of theinformation produced from this processwas condensed into a list of possibleactions and targets. Through furtherconsultation with customers, seniormanagers, managers and staff, this listwas refined further into a final plan foreach team.What is in the plan?The service plan includes informationabout what teams do, and lists actions,targets and indicators for each service.It includes service standards for allteams, and where relevant it includeslocal offers for the services that theseapply to. The service plan is used as aworking document for managers andstaff across the organisation, and isAppendix 1developed and refined further eachyear. An organisation chart is includedto show how the individual teams fitinto the overall YHN structure. Theintention is that the service plan actsas a comprehensive referencedocument for staff in identifying keytargets and action areas. There is alsoa link between what is in the serviceplan, and what is identified in individualworkplans, appraisals and supervisionsessions within teams.Specific information in the plans ismade up of:Our ‘Top 20’ targets. A list ofstrategic targets which areconsidered ‘business critical’.These also appear in the deliveryplan and form the basis ofperformance reports to the YHNPerformance Committee. They arealso monitored regularly by seniormanagers.Our ‘Wider Management Team’targets. An additional set oftargets and actions identified byYHN Management Team torepresent overall performance andkey actions for each team. Theseare also included in the teamservice plans to ensureaccountability, and are discussedat regular meetings of the WiderManagement Team regularly. Service standards. These areincluded so that performanceagainst service standards ismonitored in the same way that allother targets are, through theperformance managementframework. A full review of allexisting service standards isscheduled to take place in summer45
Page 3 and 4: Forewordby Steve Murphy,Chair of Yo
Page 5 and 6: 1. IntroductionYour Homes Newcastle
Page 7: Working with Newcastle CityCouncil
Page 12: The principles behind managingperfo
Page 15 and 16: 4. Key cross-cutting themesProvidin
Page 17 and 18: treating everyone fairly and withre
Page 19: adding greater value to our advice
Page 22 and 23: tenancies supported outside of Newc
Page 24 and 25: Strategic objective achievements201
Page 26: Adaptations Panel. It hasrepresenta
Page 29 and 30: 6. Looking forward: what we aim to
Page 31 and 32: Strategic objective: Refurbishing a
Page 33 and 34: housing servicesEnables benchmarkin
Page 35 and 36: Northgate Housing v6Community Housi
Page 37 and 38: Strategic objective: Support and Ca
Page 39 and 40: Business Strategy relating to welfa
Page 41 and 42: Wider Management Team targetsThe ta
Page 43: Finance andResourcesHuman Resources
Page 47 and 48: Organisational structureChief Execu
Page 49 and 50: Service standardsAssets and Informa
Page 51 and 52: Directorate: BusinessTeam: Business
Page 53 and 54: Team targetsPolicy and Business Sup
Page 55 and 56: Directorate: BusinessTeam: Investme
Page 57 and 58: Directorate: BusinessTeam: Organisa
Page 59 and 60: Directorate: Chief Executives Offic
Page 61 and 62: Directorate: Chief Executives Offic
Page 63 and 64: Directorate: Finance & ResourcesTea
Page 69 and 70: Provide actual leasehold charges to
Page 71 and 72: Managers must ensure that all team
Page 73 and 74: eing referred to the service during
Page 75 and 76: Directorate: Tenancy ServicesTeam:
Page 77 and 78: Directorate: Tenancy ServicesTeam:
Page 79 and 80: Directorate: Tenancy Services (Supp
Page 85 and 86: Directorate: Tenancy Services (City
Page 93 and 94: Directorate: Tenancy Services (Hous
Page 95 and 96:
Appendix 2- Housing Revenue Account
Page 97 and 98:
Appendix 3- Modern Homes Programme
Page 99:
For moreinformationlog ontowww.yhn.
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YHN Delivery Plan 2012-13 - Your Homes Newcastle

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