YHN Delivery Plan 2012-13 - Your Homes Newcastle

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2012 which will result in manyexisting service standards beingupdated. Local offers. The aim of localoffers is that they provide anopportunity to tailor services orenhance the national standards.They are based on the principle oftalking to tenants and tailoringservice guarantees around theirneeds Team targets. These form thebasis of team service plans and areused by managers to assist inguiding and focusing the work oftheir teams for the forthcoming year.They are used to enable localperformance monitoring withinteams and link in with staffsupervision and annual staffappraisals. Managers are alsoexpected to ensure that all relevanttargets relating to corporate actionplans are cascaded. The keycorporate action plans with crosscuttingresponsibilities include:– Equality and Diversity Strategy– Community Cohesion Strategy– Social Housing EqualityFramework action plan– ‘Every Customer Matters’Customer Service Strategy– Environmental SustainabilityStrategy– Value for Money StrategyHow is the plan monitored?All of the actions and targets listed inthe service plan are monitored throughthe performance managementframework. This is described in thedelivery plan. It involves regularliaison with the manager of eachservice to check that actions andtargets are completed by the due date.Information about performance isreported to the YHN PerformanceCommittee on a quarterly basis. Ifactions or targets are not being metand are reported to the committee as‘red’, the relevant manager is requiredto take necessary action or develop aplan to ensure that performanceimproves.Community clean up in Benwell46
Organisational structureChief ExecutiveCommunicationsEquality & DiversityGovernanceDirector of Tenancy ServicesAssistant Chief Executive andDirector of BusinessDirector of Finance andResourcesSupport and Care Services- Advice and Support- Community Care Alarm Service andSheltered Housing- Concierge Service- Young People’s Services- Anti-Social Behaviour (HASBET) andRent RecoveryBusiness Services- Newcastle Furniture Service- PalatineHousing ManagementService- Your Choice Homes- Housing ManagementEnvironmental Services- Garden CareProperty MaintenanceAssets and Programming- Leasehold/Right to Buy- Environmental Sustainability- Health & SafetyDevelopment andProcurement- Procurement & Payments- New BuildBusiness Strategy Team- Policy and Business Support- Service Quality- Customer InvolvementInvestment Delivery- Adaptations- Relocation & ResettlementOrganisational DevelopmentCentral Services- Administration/Management Support- Facilities ManagementFinance- Revenue- Business SupportCustomer ServiceHuman ResourcesIncome- Debt RecoveryYHN IT47
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 and 44: Finance andResourcesHuman Resources
Page 45: The YHN Service Plan 2012/13What is
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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