Our action plan for homeowners | Peabody

Resident services

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	Review communication sent to homeowners in relation to major works. Work with asset management to ensure detailed surveys are completed prior to consultation. Create a user-friendly guide explaining major works and the consultation process. To be published on the homeowner section of the website. Create information sheet to be sent as a covering letter with formal notices.	Homeownership team, Asset Management, Service Charge team and Leasehold Compliance team	31-10-16 (except for Working with Asset Management which is 30-11-16)