Service Plan Area – Management Priority Objective Task Target date Revised Target Lead Commentary -Status/Progress/outcome forecast/slippage/revisions/risks/ High resilience and expertise within the asset management team 1.1 Implement new arrangements to absorb specialist functions previously outsourced to consultants into team Nov 14 SIMgr Completed. Low Low 1.2 Develop a training programme for technical staff to increase our skill base and creates opportunities for staff progression through career grades linked to qualifications Feb 15 HAM Completed on time for approval for inclusion into the corporate training programme for 2015/16. Career grading has been incorporated into the Asset Service Review agreed by Board on 30 March 2015. High Improve the management of Health and Safety and reduce insurance risks 1.3 Develop and agree with councils, new policies and procedures for health and safety activities (asbestos, legionella, fire & gas safety), to ensure they meet current regulatory requirements and guidance July 14 HAM Completed. Agreed by the Joint Client Officers on 30 July 2014. Medium 1.4 Improve the coordination of the inspection of communal areas with Neighbourhood Management, so there is a consistent and systematic approach in all areas Oct 14 HAM Completed.
High 1.5 Agree with Neighbourhood Management arrangements to improve the recording and monitoring of estate/block inspections Dec 14 Apr 2015 HAM Completed. High 1.6 Improve information provided to residents about what to do in the event of a fire Nov 2014 May 2015 CM Completed Medium Help the Councils in planning the long term investment needs of their housing stock 1.7 Agree with each council an asset management strategy Aug 14 HAM/ SIM Completed. Action refers to Contracts Register which was completed summer 2014. Recognised that Asset Management Strategy is a long term project High 1.8 Produce for each council a schedule of contracts linked to the planned and cyclical maintenance programme July 14 SIMgr Completed. Medium 1.9 Develop a bi-annual procurement plan and review with councils annually Jul 14 SIMgr Completed. low Improve value for money 1.10 Work with the councils to rationalise, align and streamline contracts and working practices for day to day repairs Aug 14 SIMgr Completed. Costed proposals presented to councils but concerns exposure to risk of challenge and not progressed
low 1.11 Develop proposals with the Contractors and the councils to provide an enhanced property MOT to improve knowledge and information of stock conditions Dec 14 HAM Completed. Proposals included in package for savings offered by responsive repairs contractor but declined by Councils low 1.12 Review and with the Councils a fresh approach to disabled adaptations with a common policy and processes Mar 15 HAM Completed. The policy has been referred to the councils to consider their decision making required to adopt policy. Due to return to Board in September. medium 1.13 Develop with the councils a common approach and standards for grounds maintenance Mar 15 NA HAM Not started. Existing contracts closely linked with the Councils corporate contracts. Will be reviewed with councils when each contract terminates High Improve the dissemination of information about planned improvements and other works to tenants’ homes 1.14 Develop processes to ensure that Neighbourhood Management has better and up to date information about planned and cyclical repair programmes on their patches Dec 14 DO Completed. Information available on internet. Medium 1.15 Improve information available to tenants on the website about future works affecting their homes June 14 SIMgr Completed
Service Plan Area – Neighbourhood Management Priority Objective Task Target date Revised Target Lead Commentary -Status/Progress/outcome forecast/slippage/revisions/risks/ Medium Develop a more consistent approach to the start and end of tenancies across all four areas 2.1 Review/agree and introduce standardised tenancy start pack , to include the Independent Living service Feb 15 OM/ SIT Completed, introduced in Feb 2015. Medium 2.2 Use Customer journey mapping to development common documentation and processes for all sign up and terminations Sept 14 OM/ CIO Completed. Medium 2.3 Develop clear guidance and procedures for Neighbourhood Managers for sign up and terminations Dec 14 Dec 15 OM/ SIM Partially completed. Terminations reviewed and new arrangements implemented. Sign up procedures delayed. Revised date will ensure that new sign up processes take account of any requirements of Universal Credit. LOW 2.4 Improve information on the website about ending your tenancy including on-line termination forms Mar 15 SIM/ CM Completed. This information was available on the web site by the end of March 2015. Downloadable termination form available on line but cannot transact on line until single system Low 2.5 Develop and implement clear guidance for dealing with the death of tenants and the termination of their tenancies Dec 14 OMs Completed
High Ensure that we manage Flexible Tenancies effectively and fairly in line with the policies of the councils 2.6 Develop and agree with the councils, procedures and guidance for reviewing Flexible Tenancies including provisions for appeals Mar 15 OMs Completed. High Improve communication and collaboration between Neighbourhood Management, Asset Management and Independent Living teams 2.7 Develop processes to ensure that Neighbourhood Management has better and up to date information about planned and cyclical repair programmes on their patches Dec 14 SIMgr OMs Completed. This is an on-going task to continue to improve communications, progress to date is noted below. Following a joint Neighbourhood Management and Asset away day the intranet has information on it and the Asset Administrator has been trained to update the information as required. High 2.8 Work with the Asset Management Team to improve communication with tenants about proposed improvement works to their homes. Sept 14 OMs Completed. More information is contained on the website about future works. 2015/16 information to be uploaded once programme finalised Medium Reduce Insurance claims 2.9 Provide training to Neighbourhood Managers and Surveyors on reducing insurance liabilities Dec 14 HAM/ OMs Completed.
Medium Streamline the way we manage anti-social behaviour and encourage residents to take greater responsibility for resolving neighbour disputes 2.14 Provide better advice for tenants on tackling anti-social behaviour on the EKH website including self-help advice Mar 15 SIM Completed ASB case management has been reviewed and streamlined. Guidance on how to work with neighbours has been produced. FAQ’s are also included on the website signposting to other organisations who may be able to support. Updated to include new legislation low 2.15 Develop clearer guidance for tenants about what we can and will do to tackle anti-social behaviour Dec 14 OMs /SIM Completed. Leaflet available that provides guidance. medium 2.16 Develop on on-line tools for reporting anti-social behaviour and recording diary events Mar 15 SIM Completed. On line reporting tool on website and in use. EKH diary on line for downloading on ASB information page. medium 2.17 Develop risk assessment tool to determine the response to a report of anti-social behaviour ( on the EKS toolkit) Mar 15 SIM Completed. In use in all areas. Low 2.18 Develop clearer guidance to make it clearer to complainants where we cannot or do not intend to take action Mar 15 OM Completed. Action contained with 2.16 above. trial
Medium 2.19 Develop a self-help tool kit for tenants dealing with anti-social behaviour Mar 15 SIM Completed. Guidance on how to work with neighbours has been produced. FAQ’s are also included on the website signposting to other organisations who may be able to support. Low Reduce the impact of untidy gardens on the estate environment 2.20 Engage with tenants to develop and introduce a “garden standard” Mar 15 SIT Complete. A garden standard has been developed following tenant engagement and now part of the tenancy conditions in Thanet and Dover. It will be introduced in Canterbury and Shepway this year when tenancy agreements have been reviewed Low 2.21 Develop improved and consistent standards for gardens at the time of re-letting (i.e. within the void standard) Mar 15 Mar 16 HAM/ OMs Not complete. To review viability in conjunction with the Councils who bear the financial implications of this change of approach. Low 2.22 Develop package of support and other methods to help tenants manage their gardens more effectively Mar 15 Mar 16 SIT Recruited gardening champions who will provide garden tips and advice to wider tenants using Facebook, website and Newsletters by May 2015. Medium Develop a more consistent and integrated housing management service across all four areas 2.23 Undertake cross area training and networking events for Neighbourhood Managers including area and estate tours Mar 15 OMs Completed. Service planning meeting held with NM’s and two further NM conferences held.
Low Introduce consistency across all four areas in the way we advertise, allocate and manage garages 2.24 Review garage agreements and increase payments by direct Mar 15 IM Completed. Garage conditions reviewed and information on direct debit payments are included. Low Improve the management of mutual exchanges 2.25 Introduce text alerts to applicants to keep them appraised of progress in their applications Mar 15 SIM Text alerts have been introduced in Canterbury area at the key stages of an exchange and the check list has been updated to incorporate these. Service Plan Area – Income recovery Priority Objective Task Target date Revised Target Lead Commentary -Status/Progress/outcome forecast/slippage/revisions/risks/
Low 3.11 Explore with Councils incentives to encourage tenants to use Direct Debit payments Jan 15 Sept 15 HoF Not progressed. To be considered as part of UC strategy Medium Maximise the number of tenants eligible for direct payments 3.12 Identify all tenants who would be eligible for direct payments as a result of their vulnerability Dec 14 Sept 15 IM Awaiting clarification from DWP Service Plan Area – tenant engagement, customer insight and service Improvement Priority Objective Task Target date Revised Target Lead Commentary -Status/Progress/outcome forecast/slippage/revisions/risks/ High Strengthen the influence of tenants in service development and delivery 4.1 Complete appointments to new resident engagement team Jun 14 May 15 SIM Complete. Last appointment made May 2015 Medium 4.2 Agree with tenant representatives programme and timetable for customer journey mapping Sept 14 Oct 15 REM Customer Insight Strategy delayed because of delay in implementing TP review and need to build confidence of tenant representatives in new team
Low Develop more consistent ways of working across East Kent 4.8 with the four councils a policy review programme to help bring policies and working practices into line across all four areas Sept 2014 SIM Complete High Promote a model of independent living for residents in sheltered housing 4.9 Consult staff and tenants on proposed changes to the way services to residents in sheltered housing is managed and delivered June 14 SIM Completed High 4.10 Agree with councils final format of service after consultation with residents and staff Jul 14 SIM Completed High 4.11 Implement changes to service Dec 14 DO Completed Service Plan Area – Corporate and Financial Services Priority Objective Task Target date Revised Target Lead Commentary -Status/Progress/outcome forecast/slippage/revisions/risks/
Medium Agree long term management fee and efficiency savings 5.7 Develop with the councils a five year funding plan to determine the annual management fee Nov 14 HoF A four year MTFP was presented to the Councils in late September. Agreement to the next 2 financial years baseline funding was agreed (subject to full Council member agreement) by January 15. In addition a number of business cases for specific growth have also been agreed with the councils. Low Achieve maximum efficiencies for suppliers and service providers 5.8 Market test support services in line with timetable agreed with the councils Mar 2015 HCS Complete. Benchmarking agreed with the councils and timetable signed-off with the Board for two-year review. Benchmarking data provided by EKHR as part of the SLA review process agreed with the Board and to be reviewed together with the business review through 2015/16, as agreed. Key to responsibilities CEx Chief Executive SIM Service Improvement Manager HAM Head of Management HCS Head of Corporate Services CM Communications Manager MT Management Team HoF Head of Finance PO Policy Officer IM Income Manager REM Resident Engagement Manager CIO Customer Insight Officer Stock Investment Manager SIT Service Improvement Team DO Director of Operations OM Operations Manager