YHN Delivery Plan 2012-13 - Your Homes Newcastle

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Team targetsFacilities Management: Complete at least 96% of all daily health and safety reviews of YHN Houseand grounds during 2012/13.Management Support Carry out 98% of planned organisation wide telephone monitoring during2012/13.Type and circulate Management Team and Divisional SMT minutes within fiveworking days during 2012/13.Respond to 95% of management team correspondence within 10 workingdays during 2012/13.Type and circulate 95% of minutes for all other meetings supported withinseven working days during 2012/13.Pass on 98% of complaints to the central team within one working day during2012/13.Y64
Directorate: Finance & ResourcesTeam: Customer ServiceKey work areas:Implementation of YHN’s Customer Service Strategy ‘Every Customer Matter’ anddelivery of the Customer Service Strategy Action Plan through the management andco-ordination of:- YHN Complaints Policy and Process;- YHN Customer Service Excellence Programme;- Development of the YHN Enquiry Centre; and- Development of the Customer Relationship Management IT system.The targets below are monitored on a quarterly basis through the service planmonitoring programmeYHN Top 20 targetDeliver 2 new services or key processes through the enquiry centre by31/03/2013.Wider Management Team targetsP95% of complaints to be given a full written response within 10 working daysduring 2012/13. Implement a single number or key numbers for enquiries by 31/03/2013.Service standardsPi We will reply to letters within 10 working days during 2012/13. We will answer 90% of calls within five rings during 2012/13.OManagers must ensure that all team targets are incorporated into individual121’s and appraisals to enable local monitoring. Managers must also ensurethat all relevant targets relating to corporate action plans as listed on page 41are also cascaded.Team targetsWork with Investigating Officers to enable them to provide a full writtenresponse to complaints within ten working days of receipt during 2012/13.Investigating officers to achieve 50% satisfaction in how complaints arehandled during 2012/13.Acknowledge 95% of formal complaints within three working days during2012/13.Send 95% of formal complaints to Investigating Officers within two working65
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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 and 46: The YHN Service Plan 2012/13What is
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: Directorate: Finance & ResourcesTea
Page 67 and 68: 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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