Manchester M15 4JE Treasury Management David Tolson Partnership Ltd Richard 9 Winkley Square Preston PR1 3HP Advisors Trowers & Hamlins LLP 55 Princess Street Manchester M2 4EW Business Plan Advisors Altair Consultancy & Advisory Services Ltd, Tempus Wharf, 29a Bermondsey Wall West, London, SE16 4SA Employment and Health and Safety Advisors Citation Kings Court, Lane, Wilmslow, Cheshire, SK9 5AR Gas Safety Gas Safe PO Box 6804 Basingstoke RG24 4NB Disaster Recovery Central Networks & Technologies ltd House Sandbrook Way Rochdale OR11 1LQ Cyber Security The Arawak
64 Syon Park Gardens London TW7 5ND Data Protection & General Data Protection Regulations The Arawak 64 Syon Park Gardens London TW7 5ND Fire Risk Fire Surveys Floor 7A Market Street Crediton Devon EX17 2EE Introduction Each year the bdht publishes an assessment of compliance with the Regulator of Social Housing (RSH) regulatory standards. The Board has delegated the Compliance Committee to undertake a detailed assessment of compliance against the RSH “economic standards” whilst the Tenant Panel and Performance & Review Committee undertake the same role in respect of the RSH “consumer” standards. These detailed assessments will be published on the bdht website and summarised within the Annual Report to Residents. Within the annual accounts the bdht Board publish a statement of compliance with the Governance and Financial Viability (GFV) Standard. This assessment has been undertaken by the bdht Tenant Panel. Members of the Tenant Panel completing the assessment are: Edwina Chairman of the Moore Panel Member Helen O’Driscoll Vice Chair Janet Lacy Panel Member
We will ensure that you are listened to, and give you opportunities to be involved. We will respond quickly to complaints, and learn from our mistakes. Customer Care Year End 2016/17 Top Quartile Target 2017/18 Qtr 1 Qtr 2 Qtr 3 Qtr 4 PI Against Target Trend Tenant satisfaction with overall service provided by bdht. 98% 92% 95% 90.25% R Shared satisfaction with overall service provided by bdht 63% NA 95% 74.14% R Leaseholder satisfaction with overall service provided by bdht 71% NA 95% 72.73% R Customer First: satisfaction with Call Handling 96.80% NA 95% 96.74% 97.30% 97.17% 97.78% G Percentage of incoming calls Abandoned 18% 2.96% <4% 9.58% 8.82% 8.59% 8.69% R
Tenant satisfaction with improvements to 100% NA 95% NA 100% 98.79% 97.93% G Progress in delivery of DHS Work Streams: % On Target 100% NA 100% 86% 88.37% 99% 100% G Major Works Year End 2016/17 Top Quartile Target 2017/18 Qtr 1 Qtr 2 Qtr 3 Qtr 4 PI Against Target Trend Average Time to Complete Major Repairs (calendar days) 7.03 NA <12 9.91 12.12 31.95 31.31 R Aids & Adaptations Year End 2016/17 Top Quartile Target 2017/18 Qtr 1 Qtr 2 Qtr 3 Qtr 4 PI Against Target Trend No. of weeks for bdht OT to complete an assessment from initial referral date. 18 NA Not Set 17 20 20.88 21.16 NA Satisfaction with aids and adaptation service 100% NA 95% 100% 100% 100% 100% G Number of adaptations carried out by CRT without an OT assessment (MWWD) 9% NA >35% 0% 0% 0% 0% R
Percentage of repair orders completed during the “defects” period; completed within 30 calendar days 86% NA 90% 93% 88.46% 85.98% 87.50% A Re-lets Year End 2016/17 Top Quartile Target 2017/18 Qtr 1 Qtr 2 Qtr 3 Qtr 4 PI Against Target Trend Satisfaction with condition of re-let home – did property meet letting standard 88% NA 90% 100% 100% 95.83% 95% G Satisfaction with the overall allocation process 94% NA 95% 100% 100% 97.37% 98.33% G Prevention Year End 2016/17 Top Quartile Target 2017/18 Qtr 1 Qtr 2 Qtr 3 Qtr 4 PI Against Target Number of households prevented from becoming homeless 66 NA 60 22 44 67 89 G Standard Neighbourhood & Community Standard: Neighbourhood Management Required Outcomes Registered providers shall keep the neighbourhood and communal areas associated with the homes that they own clean and safe. They shall work in partnership with their tenants and other providers and public bodies where it is effective to do so.