
Resident services
Our action plan for homeowners
This homeownership improvement action plan was created in partnership with our homeowners and focuses on the four key areas most in need of improvement.
Improvement area | Actions | Team | Deadline | Progress |
Accountability | Include a list of all repairs completed within the financial year in annual accounts. | Service Charge team | 30-09-17 | For the next audit year |
Post-inspection of all communal areas | Create a report that picks up all communal repairs for every scheme. This will enable neighbourhood managers and surveyors to inspect on estate walkabouts. | Homeownership team, IT & Neighbourhood Services | 31-12-16 | |
Security | Negotiate with contractors to ensure that major security breaches are all treated as emergencies. | Head of Homeownership & Building Maintenance Manager | Ongoing | |
Keeping residents informed | Enhance the current text programme to report that repairs are completed. | Head of Homeownership & Building Maintenance Manager | Ongoing | |
Managing expectations | Publicise response times for communal works in e-newsletters. | Homeownership team & Communications | 31-12-16 | |
Understanding homeowners | Run a number of training sessions for external contractors so they more fully understand homeowners and their expectations. | Homeownership team |
31-03-16 | Training completed with Axis Contact Centre in November 15. To be fully rolled out once new contracts are in place. |
Major works and S.20 process |
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31-10-16 (except for Working with Asset Management which is 30-11-16) |