Page 1

Stockport Homes’ Local Standards

Our commitment to you


Contents Introduction Tenant involvement and empowerment Customer service, choice and complaints Involving you in our services

3

4 8

Home: Improving and maintaining your home Repairs and maintenance Quality of accommodation

11 16

Neighbourhood and community Managing where you live Caretaking Service - Multi storey blocks Area Caretaking Standards Concierge Service Anti-social behaviour (ASB)

19 22 24 25 26

Tenancy Allocating homes Supporting and managing your tenancy Customer finance and rents Leaseholders Temporary accommodation Sheltered housing Carecall

27 30 33 34 36 38 39

Giving us your feedback

40

Local Standards - Page 2


Introduction Stockport Homes is an Arms-Length Management Organisation (ALMO) which exists to manage the housing stock on behalf of Stockport Council. We are responsible for ensuring that the services you receive meet and exceed the requirements of the Government’s National Standards which cover: • • • • • •

Tenant involvement and empowerment Home Tenancy Neighbourhood and community Value for money Governance.

This document sets out the standards of service you can expect from Stockport Homes when you use our services, how we will monitor our performance and how we will report to customers.

It is important to us that our customers are happy with the services they receive. We have worked with our customers to develop Local Standards that help to ensure we are meeting your needs and priorities. Our new or enhanced standards that specifically relate to the Governments’ National Standards are identified with a .

Local Standards - Page 3


Introduction We will review our Local Standards regularly to ensure they continue to deliver what our customers want and to strive for continuous improvement.

If you feel you have received a service that failed to meet these standards we would appreciate your feedback. Full details of how you can give us your feedback are on Page 40 of this document.

Tenant involvement and empowerment Introduction Customer service, choice and complaints and responding to the needs of customers

We are committed to providing you with an excellent customer service and aim to ensure that everybody is able to access our services in the way that they prefer. By providing us with information about yourself, we are able to tailor our services to meet your needs. You should expect this service to meet the following standards: Local Standard

Target

Staff will treat you courteously and impartially at all times.

100%

How will we monitor our performance? Mystery shopping (this involves customers carrying out reality checks of our services). Local Standards - Page 4


Local Standard

Target

How will we monitor our performance?

Staff will wear identification badges at all times.

100%

Mystery shopping.

Staff will introduce themselves by name in interviews and when you contact Stockport Homes by phone.

100%

Mystery shopping.

We will ensure that private interview rooms are available upon request.

100%

Mystery shopping.

An appointment with a same sex interviewer will be available upon request.

100%

Mystery shopping.

Our reception areas will be clean and tidy with toys and books provided for children.

100%

Mystery shopping.

We will adapt access to our services and provide information in a range of formats to ensure we meet the needs of our customers.

100%

Quarterly customer profile report, customer access report and new tenant surveys.

You will be able to speak to someone regarding a query within five minutes when visiting Stockport Homes’ offices.

90%

Mystery shopping.

We will provide free-phones in convenient locations around the Borough which are available outside standard office hours.

100%

Usage reports on free-phones and checks on library opening hours.

We will provide all standard documents, including letters, in plain English, which is clear and easy to understand.

100%

Customer Readers’ Group to check and approve documents. Local Standards - Page 5


Tenant involvement and empowerment Introduction Customer service, choice and complaints and responding to the needs of customers Local Standard

Target

How will we monitor our performance?

We will explain in a clear and thorough way if we are unable to provide a service requested by a customer.

100%

Mystery shopping.

We will promote complaints and publicise the improvements made from them.

100%

We will include this in our annual customer feedback report and provide ‘You Said We Did’ feedback in every customer newsletter.

We will answer all telephone calls within 15 seconds.

94%. This will include repair calls made to the Contact Centre.

Telephone monitoring reports.

We will keep answerphone usage to a minimum during office hours. If you leave a message on our answerphone, an officer will call you back within one working day.

100%

Telephone monitoring.

Local Standards - Page 6


How will we monitor our performance?

Local Standard

Target

We will respond to all written correspondence within 10 working days.

100%

Monitored by the Performance Customer Action Group (CAG) through the six monthly service standards monitoring report.

A member of staff will take ownership of your enquiry and will resolve or appropriately pass on your enquiry on first contact.

100%

Mystery shopping.

Staff will use a standard greeting when answering telephone calls.

100%

Mystery shopping.

We will display all opening and closing times (including Bank Holidays) and out of hours or emergency numbers on the outside of our buildings.

100%

Mystery shopping.

Local Standards - Page 7


Tenant involvement and empowerment Introduction Involving you in our services Customer involvement is at the heart of everything we do. We have recently reviewed our Partnership Agreement which sets out the ways that you can get involved in influencing and shaping the delivery of the services you receive from Stockport Homes. It explains what you can expect from us when you get involved. If you would like a copy of the Partnership Agreement please contact the Customer Involvement Team on 0161 474 2862 or visit www.stockporthomes.org/getinvolved

You should expect this service to meet the following standards: Local Standard

Target

We will increase the number of involved customers and target those from under-represented groups including young people, customers with disabilities and customers from a black or minority ethnic background.

10% annual increase in the number of customers involved.

How will we monitor our performance? Quarterly review of the customer involvement database. The profile of involved customers is reported in the annual impact assessment report and monitored by the Customer Involvement CAG. Local Standards - Page 8


How will we monitor our performance?

Local Standard

Target

We will increase customer satisfaction with being kept informed by giving ‘You Said We Did’ feedback at all formal customer meetings, in the customer newsletter and on the website.

3% increase in customer satisfaction.

Customer satisfaction survey results.

We will support the Customer Scrutiny Panel to scrutinise at least two service areas per year and ensure the results of the scrutiny are used to improve the services you receive.

Two scrutiny reviews completed per year.

Action plans and implementation of recommendations from scrutiny reviews will be monitored by the most relevant CAG.

We will provide a range of ways for customers to get involved at a level that suits them.

100%

A menu of involvement is publicised and made available to all customers in a range of formats. Monitored by the Customer Involvement CAG.

We will consult customers on any changes that affect the management of their homes or services we provide.

100%

The impact of consultation is included on Board cover sheets and reported as part of Stockport Homes’ decision making process.

Local Standards - Page 9


Tenant involvement and empowerment Introduction Involving you in our services How will we monitor our performance?

Local Standard

Target

We will cover all out of pocket expenses for customers who take part in Stockport Homes’ activities, such as child care, adult care, subsistence, transport and room hire.

100%

The Customer Expenses Reimbursement Policy is agreed and utilised by customers as demonstrated by the customer involvement budget.

We will carry out an annual review with all tenant and resident groups to identify any support needs.

100%

Annual review forms are completed. Actions from the review are implemented.

We will arrange for the Quality Panel to carry out at least four service inspections each year and publish the outcomes to customers.

100%

Outcomes are reported to customers through the impact assessment annual report and customer newsletter, and action plans are implemented.

Local Standards - Page 10


How will we monitor our performance?

Local Standard

Target

We will provide opportunities for customers to develop their skills, knowledge and confidence.

100%

An end of year training report includes information on customer evaluations through focus groups and surveys, and improvements to future learning and development opportunities are made.

We will involve customers in evaluating the impact 100% of customer involvement on an annual basis and deliver any actions.

An annual impact assessment report is created in consultation with customers and actions delivered.

Home Introduction Improving and maintaining your home: Repairs and maintenance

These standards cover the condition of your property - from what you can expect when you move into a property to providing a repairs service that is responsive to your needs.

Local Standards - Page 11


Home Introduction Improving and maintaining your home: Repairs and maintenance You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

Our empty properties will meet our ‘Lettable Standard’ for re-let.

100%

Inspections by a Technical Surveyor. Quality Panel Customer Inspectors carrying out reality ‘spot’ checks on properties that are due to be re-let.

We will consult with you through the Stock Investment and Repairs CAG to ensure the Lettable Standard continues to meet your expectations.

Annual consultation.

Minutes and actions from the Stock Investment and Repairs CAG.

When you move into a Stockport Homes property, we will ask for your feedback to see how satisfied you are with the property.

100% of customers asked for feedback.

Feedback from the new customer satisfaction questionnaire.

We will consult with you annually to review our repairs appointment slots and ensure they are meeting your needs.

100%

Minutes and actions from the Stock Investment and Repairs CAG. Local Standards - Page 12


How will we monitor our performance?

Local Standard

Target

We will offer specific times for repairs appointments where there is a justifiable customer need.

80%

Quarterly monitoring of the repairs appointments database reported to the Stock Investment and Repairs CAG.

We will offer Wednesday evening appointments up to 6pm for customers where: • The repair can be completed within the appointment slot; • Extra (specialist) materials are not required; and • The repair only needs one operative to attend.

90%

Analysis of appointments made and kept.

We will offer Saturday am (8am to 12noon) appointments for customers where: • The repair can be completed within the appointment slot; • Extra (specialist) materials are not required; and • The repair only needs one operative to attend.

90%

Analysis of appointments made and kept.

Local Standards - Page 13


Home Improving and maintaining your home: Repairs and maintenance Local Standard

Target

How will we monitor our performance?

We will complete repairs on the first visit.

98% of repairs completed on first visit.

Directorate Scorecard, Performance Sub-Group and CAG.

Our operatives will behave respectfully towards customers and their property.

96% customer satisfaction with the attitude of the operative whilst carrying out a repair.

Monthly reporting. Customer feedback forms and telephone calls. Directorate Scorecard, Performance Sub-Group and CAG.

We will ensure customer expectations are always met with regard to the quality of repairs delivered.

96% customer satisfaction with the quality of the repair.

Monthly reporting. Customer feedback forms and telephone calls. Directorate Scorecard, Performance Sub-Group and CAG.

Local Standards - Page 14


How will we monitor our performance?

Local Standard

Target

We will ensure gas appliances are serviced and safety checked every year.

100% of gas appliances to be serviced and a Landlord Gas Safety Record issued every year.

Monitored via external managing agent Norfolk Property Services (NPS). Fortnightly reporting. Directorate Scorecard, Performance Sub-Group and CAG.

We will reduce the time taken to complete routine repairs.

To complete routine repairs in an average of 11.5 days.

Computer system monthly reporting. Directorate Scorecard, Performance Sub-Group and CAG.

We will respond to high priority repairs within four hours.

To attend and make safe 98% of high priority repairs within four hours.

Monthly reporting. Directorate Scorecard, Performance Sub-Group and CAG.

We will ensure that empty properties are repaired and returned to use as soon as possible.

Void turnaround target of 22 days.

Monthly reporting. Housing Management Directorate Scorecard.

Local Standards - Page 15


Home Introduction Improving and maintaining your home: Quality of accommodation We are committed to maintaining and investing in customers’ homes and communal areas. We aim to deliver improvements to properties to meet the aspirations of current and future residents. We have an on-going programme of improvement works to ensure standards are maintained. We want you to know what to expect, where and when. You should expect this service to meet the following standards: Local Standard

Target

How will we monitor our performance?

We will involve customers in the development of the investment programme for 2010 – 2015 on an annual basis through surveys and consultation.

Survey completed annually.

Stock Investment and Repairs CAG.

We will provide you with updates on the delivery of the investment programme every six months in the customer newsletter and on the website.

Update published every six months.

Six monthly newsletter and website spot checks.

Local Standards - Page 16


How will we monitor our performance?

Local Standard

Target

We will involve you in reviewing the design guide for new build properties.

Annually.

Stock Investment and Repairs CAG.

We will consult you on the development of an environmental and energy efficiency guide for customers.

Six monthly.

Minutes and actions from working group meetings.

We will complete investment works in the agreed time and in line with arrangements agreed with the customer.

95%

Customer satisfaction survey.

We will ensure customers are consulted about the work required to their home.

100% by letter prior to improvement works.

Customer satisfaction survey.

We will provide customers with 12 weeks notice of when works will start.

100% by letter prior to improvement works.

Spot checks and audits. Technical Services Management Team Meeting.

We will offer customers agreed choices about the type of works that will be carried out.

100% by letter and Spot checks and audits. Technical Services Management then at choice Team Meeting. events prior to improvement works. Local Standards - Page 17


Home Introduction Improving and maintaining your home: Quality of accommodation How will we monitor our performance?

Local Standard

Target

We will minimise the amount of disturbance and inconvenience customers experience whilst the work is being carried out.

93% target of customer satisfaction.

Customer Satisfaction returns. Directorate Scorecard, Performance Sub-Group and CAG.

We will provide customers with contact details for Stockport Homes and contractor staff before, during and after works.

100% of customers to be given a Customer Handbook with contact details.

Spot checks and audits. Technical Services Management Team Meeting.

We will provide customers with clear information about how to use any new systems / fixtures (e.g. heating systems) aiming to ensure the customer understands these before work is completed.

100% of customers to be given a Customer Handbook with contact details.

Spot checks and audits. Technical Services Management Team Meeting.

We will provide the customer with details of who to contact if problems arise after the work is completed.

100% at handover. Spot checks and audits. Technical Services Management Team Meeting. Local Standards - Page 18


Neighbourhood and community Introduction Managing where you live Stockport Homes provide a range of services to customers to ensure neighbourhoods are maintained to a high standard. This includes opportunities for you to shape your neighbourhood and influence how it can be managed and improved. Staff check our estates frequently to ensure our properties and the local environment are kept clean and maintained to a good standard. You should expect this service to meet the following standards: Local Standard

Target

We will develop a Neighbourhood Action Plan for each Neighbourhood Housing Officer and provide you with progress updates every six months.

100%

100% of eligible funding We will implement a range of sustainable projects and activities, effectively, cooperatively allocated through area forums. and efficiently with local partners, through the Stockport Homes Community Fund and Neighbourhood Budgets and enable customers to decide where the budgets are spent at the area forums.

How will we monitor our performance? Updates published in the Neighbourhood Newsletters and on the website. Annual reports to area committees. Reports to area forums and customer action groups. Report in the newsletter to customers.

Local Standards - Page 19


Neighbourhood and community Managing where you live How will we monitor our performance?

Local Standard

Target

We will work to minimise social exclusion and worklessness through the delivery of actions in our Financial Inclusion and Worklessness Strategies.

90% of actions delivered on time.

Six monthly reports to the Performance Sub-Group of the Board and the Strategic Social Inclusion Group.

We will invite customers and partners to attend estate walkabouts at least every three months to identify estate management issues and agree solutions. We will provide feedback to those who attend.

All estate walkabouts advertised in dates for your diary on a quarterly basis. Feedback to 100% of customers who attended the walkabouts.

Walkabouts advertised in Dates for your diary. Reported to the Performance CAG. Feedback provided to all customers through newsletters at least twice per year and at area forums.

We will carry out a quarterly programme of estate clean ups following estate walkabouts and advertise them locally at libraries, area offices and through community groups.

A programme of estate clean ups advertised quarterly.

Monitored by the Performance CAG and mystery shopping.

Local Standards - Page 20


How will we monitor our performance?

Local Standard

Target

Neighbourhood Housing Officers will inspect at least 30% of their sites once per quarter and these sites will meet the current annual performance target in the Directorate Scorecard.

Estates graded as good or excellent in line with Directorate Scorecard target.

Reported to the Performance Customer Action Group. Feedback provided to all customers through the newsletters at least twice per year and at area forums.

We will carry out regular health and safety inspections to all communal areas of all blocks of flats.

95% of all multi storey blocks inspected monthly. 95% of all low rise blocks inspected quarterly.

Monitored by the Performance CAG.

We will provide a Concierge Service with CCTV 24 hours a day, seven days a week to blocks of flats to help to deter crime and anti-social behaviour and make the blocks secure for residents.

100% security checks on those entering blocks.

Mystery shopping.

We will deliver a caretaking service which has standards that have been developed with customers and display the standards in all blocks.

Service standards met in line with annual performance target in directorate scorecard.

Annual customer survey reported to the Performance CAG, spot checks by staff, supervisors and mystery shopping. Local Standards - Page 21


Neighbourhood and community Introduction Caretaking standards – Multi storey blocks You should expect this service to meet the following standards:

Vomit / excrement / urine etc will be cleaned immediately.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

Offensive or racist graffiti will be removed within four hours.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 All other graffiti will be removed within 24 hours.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 Entrance foyer and ground floor corridors will be swept, mopped and vacuumed daily. Glass doors will be inspected and cleaned if necessary daily. Door entry buttons inspected and cleaned if necessary daily.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

Lifts will be swept and mopped, walls cleaned and lift buttons inspected and cleaned if necessary daily.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

Local Standards - Page 22


Caretakers will monitor the performance of other contractors within the blocks and external communal areas daily.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 We will remove litter and any bulky rubbish from designated external communal areas and garage sites daily.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

Fire safety and basic security checking of communal areas will be done daily.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

Corridors will be swept, mopped and buffed if required weekly.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 Stairs and landings will be swept and mopped (this does not include yellow stair nosing) weekly.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 Chute rooms will be swept and mopped twice a week.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 Windows and door handles in light-use areas will be cleaned monthly.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 

Internal glazing cleaned weekly.

Local Standards - Page 23


Neighbourhood and community Introduction Caretaking standards – Area caretaking standards You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

We will sweep and mop all landings in accordance with local block frequency.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

We will deodorise all communal areas in accordance with local block frequency.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

We will remove graffiti that is offensive or racist 99% within four hours.

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

We will remove all other graffiti within 24 hours.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

We will remove cobwebs from doorways and ceilings in accordance with local block frequency.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

We will check and clean bin areas in accordance with local block frequency.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

 

Local Standards - Page 24


How will we monitor our performance?

Local Standard

Target

We will check and report any internal and external repairs, for example, faulty lights, damaged or ill-fitting doors, defective locks, damaged windows and stairs and leaking guttering in accordance with local block frequency.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

We will litter pick and sweep all external hard surfaces and leave all external areas clean and tidy in accordance with local block standards.

99%

Area forums, CAGs, Performance Sub-Group and Directorate Scorecard.

Neighbourhood and community Concierge standards You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

Concierge will answer all buzzer calls within 60 seconds.

100%

Mystery shopping and Concierge Focus Group.

Concierge will ascertain a visitors identity before granting access.

100%

Mystery shopping and Concierge Focus Group.

Concierge will use the standard greeting “Stockport Homes” and give out their name if asked.

100%

Mystery shopping and Concierge Focus Group.

Local Standards - Page 25


Neighbourhood and community Introduction Anti-social behaviour (ASB) We provide a customer driven ASB service and have strong links with Greater Manchester Police, the Youth Offending Team, the Community Safety Unit and other key partners. We are committed to responding to reports of ASB quickly and our dedicated ASB Team can provide you with the support you may need if you witness, or find yourself experiencing ASB. You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

We will carry out a risk assessment at the start of every ASB case to assess the level of vulnerability of the complainant.

100%

Quarterly manual audit of 25% of closed cases.

We will refer all urgent cases (CAT A) and all level one vulnerability complainants to the specialist ASB Team who will contact the complainant in the case within 24 hours.

100%

Quarterly manual audit of 25% of closed cases.

 We will acknowledge all other complaints in writing within two working days.

85%

Quarterly manual audit of 25% of closed cases.

We will contact level two vulnerability complainants in 48 hours to arrange an interview.

90%

Quarterly manual audit of 25% of closed cases.

Local Standards - Page 26


How will we monitor our performance?

Local Standard

Target

ďƒŞ

We will contact level three vulnerability complainants within five working days to arrange an interview.

90%

Quarterly manual audit of 25% of closed cases.

We will develop an action and care plan in agreement with the complainant to investigate the problem, and agree a level of support and contact.

100%

Quarterly manual audit of 25% of closed cases.

ďƒŞ

Tenancy Introduction Allocating homes

Stockport Homes manages the allocations process and the Choice Based Lettings (Homechoice) scheme. We want to ensure that you have the information, advice and support you may need when you apply for a property with us.

Local Standards - Page 27


Tenancy Introduction Allocating homes You should expect this service to meet the following standards: Local Standard

Target

How will we monitor our performance?

We will provide comprehensive housing advice literature which is regularly reviewed and updated through customer consultation.

100% of literature reviewed with customers.

Reported through ‘Going Places’ newsletter and website.

We will offer advice, interviews or home visits where required, to discuss your Homechoice application and housing options within five working days of the request.

100% appointments within five working days.

Mystery shopping and spot checks by Housing Options Manager.

 We will send you a follow-up advice letter within three working days of your Homechoice and housing options advice interview.

100% of letters sent within three working days.

File checks during monthly meetings with staff.

We will provide help and advice in accessing work and training opportunities to improve the range of housing options available to you on request within 10 working days.

100% of customers contacted within 10 days of request for assistance.

Mystery shopping and spot checks by Housing Options Manager.

Local Standards - Page 28


Local Standard

How will we monitor our performance?

Target

100% of visits within We will provide fast track interviews on the 24 hours. same day for customers who are immediately homeless and visits to notified rough sleepers will be undertaken within 24 hours.

Mystery shopping and spot checks by Housing Options Manager.

You will be seen by a member of the Homechoice Team or another staff member within five minutes at the Housing Information Centre.

100% seen within five minutes.

Mystery shopping and spot checks by Housing Options Manager.

 We will process housing application forms and medical assessments within 10 working days.

100% within 10 working days.

IT system reports.

 We will offer the option of additional support to help you to bid for properties in all cases.

100% of customers requesting help assisted.

Mystery shopping and file checks during monthly meetings with staff.

Local Standards - Page 29


Tenancy Introduction Supporting and managing your tenancy Once you have accepted our offer of a new home we can provide a range of support to help you to settle into your new home. We will explain your rights and responsibilities as a Stockport Homes tenant and help you to keep and manage your tenancy successfully. Our Resettlement and Tenancy Support Service can provide advice, support and assistance to vulnerable tenants who may require help to set up and maintain their tenancy. You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

ďƒŞ Prior to accepting an offer of a new tenancy we will assess your income to advise you on the affordability of the rent and any service charges.

100%

Mystery shopping. New tenant visit feedback reported six monthly.

At the sign up for a new tenancy we will assess your entitlement to Housing Benefit, complete and process the claim form.

100%

Mystery shopping.

ďƒŞ

Local Standards - Page 30


Local Standard

Target

 At the sign up for a new tenancy we will complete a risk assessment form and where deemed vulnerable will refer you to the relevant internal and / or external agencies.

100%

Mystery shopping.

At the sign up for a new tenancy we will provide you with a Customer Handbook which explains the terms of your tenancy agreement and other Stockport Homes services.

100%

Mystery shopping. New tenant visit feedback reported six monthly.

 After one week of accepting a tenancy we will contact you by phone or by letter to check you have moved into your new home.

100%

Mystery shopping. New tenant visit feedback reported six monthly.

After six weeks of accepting a tenancy a Neighbourhood Housing Officer will arrange to visit you to check you have settled into your new home.

100%

New tenant visit feedback reported six monthly.

 If you are faced with eviction for rent arrears we will automatically refer your case to our Tenancy Support Team who will contact you to see if they can assist you.

100%

Bi-annual referral report generated electronically.

We will always seek to offer the most secure tenancy dependent upon the type of property and your circumstances.

100%

Annual review of tenancy types.

We will ensure that you are fully consulted on any changes to your tenancy agreement.

100%

Annual audit of all tenancy changes.

We will assess all referrals to the Resettlement Service within three working days.

95%

Bi-annual manual audit of 50% of all referred cases.

our performance?

Local Standards - Page 31


Tenancy Introduction Supporting and managing your tenancy How will we monitor our performance?

Local Standard

Target

ďƒŞ

Within 10 working days of accepting the referral a Resettlement Officer will carry out an initial assessment of your needs, complete a risk assessment and provide a jointly agreed support plan.

95%

Bi-annual manual audit of 50% of all accepted cases.

If we decline a referral, a letter explaining the decision will be sent to you within five working days.

95%

Electronic monitoring. Reported in the customer newsletter.

When you sign up to the Resettlement Service, we will provide you with a pack containing information local to the area.

100%

Case file audit. Reported in the customer newsletter.

We will give you the opportunity to review your support on a monthly basis and decide with the Resettlement Officer when to end the service.

100%

Reviews of satisfaction survey. Reported in the customer newsletter.

Local Standards - Page 32


Tenancy Introduction Customer finance and rents Your rent is important. Without it, we could not provide an effective housing service. Your rent pays for most of the services you receive from Stockport Homes. For example, it pays for ASB staff, Customer Finance staff, repairs to your home and improvements to your estate. It is our aim to make it as simple as possible for you to pay your rent and service charges by providing as many payment methods as possible. You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

We will issue all new tenants with a payment card within seven days of the start of their tenancy and send a replacement card upon request within five working days.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will send all customers a rent statement in an appropriate format, showing details of all rent due and payments received every three months.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will ensure that all payments received are posted to individual payment accounts within three working days.

100%

Electronic monitoring. Reported to the Income Management CAG. Local Standards - Page 33


Local Standard

Target

We will ensure that it is possible to make a payment to us 24 hours a day, seven days a week, 365 days a year.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will inform you of any debts outstanding on former accounts within 10 working days of your payment liability ending.

100%

Electronic monitoring. Reported to the Income Management CAG.

performance?

Tenancy Introduction Leaseholders If you bought a flat, you have a leasehold interest. This means you have the right to live in your home for a certain period without having to pay rent, except for a small ground rent. The period is 250 years from the date of your lease. As a leaseholder you only buy the right to live in your own flat and so you also have to pay a share of the costs of the upkeep and repair of the building and the development where your flat is situated. Tenants also pay their share of these costs through their rent to the Council.

Local Standards - Page 34


You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

We will send an annual service charge invoice before 1st April each year.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will send all leaseholders a statement in an 100% appropriate format, showing details of all service charges due and payments received every three months.

Electronic monitoring. Reported to the Income Management CAG.

We will ensure that all payments received are posted to individual payment accounts within three working days.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will ensure that all correspondence to leaseholders includes signposting to debt and welfare benefits advice.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will include a ‘statement of rights’ with every demand 100% for payment.

Electronic monitoring. Reported to the Income Management CAG.

We will provide a newsletter article on current leaseholder issues at least twice a year.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will offer all new leaseholders an appointment with the Leasehold Officer within two weeks of receiving a Notice of Assignment.

100%

Electronic monitoring. Reported to the Income Management CAG.

We will survey leaseholders every two years on the standards of service received and report findings to leaseholders along with service improvements.

100%

Electronic monitoring. Reported to the Income Management CAG. Local Standards - Page 35


Tenancy Introduction Temporary accommodation If you live at one of our Temporary Accommodation Schemes there may be issues that you want help with. Together with partner agencies we are able to offer a range of support, many of which can continue once you have moved on. The services available will be discussed with residents by their Project Worker during their induction period and in one-to-one meetings. You should expect this service to meet the following standards: Local Standard

Target

How will we monitor our performance?

We will provide accommodation that is safe, clean and meets the temporary accommodation re-let standard.

100%

Service user feedback.

100%

Review of formal and informal customer feedback.

We will maintain appropriate standards of safety and security throughout the accommodation.

100%

Annual safety checks from external contractors of all electrical, fire and gas equipment. Regular in-house health and safety checks.

We will consult with customers as to the most appropriate times and frequency for meetings.

100%

Minutes of resident meetings and other forums.

ďƒŞ

ďƒŞ

Staff will be polite and professional at all times.

Local Standards - Page 36


Local Standard

Target

ďƒŞ

We will respect your individuality, cultural or religious beliefs, privacy and dignity at all times.

100%

Diversity training for all staff and diversity hand book available within schemes. Confidentiality policy and procedures in place. Review of complaints and customer feedback.

We will ensure that the reception and communal areas are clean, tidy and safe.

100%

Staff performance report. Resident meetings, newsletter and website.

We will make an appointment with each new resident to explain the services available to them within the scheme.

100%

Staff performance report indicator. Resident meetings and newsletter.

We will provide all residents with a needs assessment interview within two weeks of entering the scheme.

100%

Staff performance report. Resident meetings, newsletter and website.

We will provide appropriate information, guidance and signposting in relation to other services, welfare, benefits and support providers and liaise and make referrals where required in relation to service users’ individual needs.

100%

Monitoring service user support plans. Resident meetings, newsletter and website.

performance?

Local Standards - Page 37


Tenancy Introduction Sheltered housing Stockport Homes manage nine Sheltered Housing Schemes and one Extra Care Scheme. The Sheltered Housing Service is a dedicated team consisting of a Sheltered Housing Manager, Sheltered Housing Officer, nine Sheltered Scheme Managers and one Extra Care Scheme Manager. The team aim to provide a comfortable and secure living environment for people over 60 years old. You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

New residents will be inducted to our sheltered schemes within 14 days.

100%

Case file audit. Monitored by the Sheltered Housing Working Group.

We will provide all residents with a needs assessment and support plan within two weeks of entering the scheme.

100%

Support plan audit. Monitored by the Sheltered Housing Working Group.

We will ensure a Scheme Manager or Mobile Warden provides daily contact (Monday to Friday) either via personal visit or the warden call system.

100%

Daily checks list, satisfaction survey. Monitored by the Sheltered Housing Working Group. Local Standards - Page 38


Tenancy Introduction Carecall

Carecall is a 24-hour tele-monitoring and response service for older and vulnerable people living in Stockport who want to live independently, but with the security and peace of mind that someone will always be on hand if help is needed. You should expect this service to meet the following standards: How will we monitor our performance?

Local Standard

Target

We will provide an emergency response and support service 24 hours a day, 365 days a year.

100%

Electronic monitoring. Reported to the Sheltered Housing Working Group.

We will answer 98.5% of Telecare Alarm calls within 60 seconds and 80% within 30 seconds.

100%

Electronic monitoring. Reported to the Sheltered Housing Working Group.

We will arrive at all emergency visits within 45 minutes of the decision to deploy a Mobile Warden.

100%

Electronic monitoring. Reported to the Sheltered Housing Working Group. Local Standards - Page 39


Introduction Giving us your feedback Do you want to give a compliment or make a complaint about Stockport Homes’ services? We take your feedback seriously. We aim to provide you with the best possible service at all times, but we understand that sometimes a service is not as good as you expect it to be. It is important that you let us know if this has happened, as we can use this information to ensure we can improve the service you and others receive. We welcome your feedback about all aspects of our services. You can make a compliment, comment or complaint in the following ways:

In writing to: Customer Feedback Officer Stockport Homes 1 St. Peter’s Square Stockport SK1 1NZ Local Standards - Page 40


Introduction Giving us your feedback In person at any of our offices: Housing Information Centre, 1 St. Peter’s Square, Stockport, SK1 1NZ Opening hours: Monday: 8.30am – 4.30pm Tuesday: 9.30am – 4.30pm Wednesday: 8.30am – 4.30pm Thursday: 8.30am – 4.30pm Friday: 9.30am – 4.00pm

West Area Housing Office, Bridgehall Community Centre, Siddington Avenue, Adswood, Stockport SK3 8NR East Area Housing Office, 1 Berwick Parade, Northumberland Road, Brinnington, Stockport SK5 8LQ Opening hours: Monday, Tuesday, Thursday: 8.30am - 5.00pm Wednesday: 8.30am – 1.00pm Friday: 8.30am – 4.30pm

By phone: 0161 474 2600 By text: 07891 949 399 By email: feedback@stockporthomes.org Through our website at: www.stockporthomes.org

Local Standards - Page 41


Introduction Notes .................................................................................................................................................................. .................................................................................................................................................................. ................................................................................................................................................................... .................................................................................................................................................................. ................................................................................................................................................................... ................................................................................................................................................................... .................................................................................................................................................................. .................................................................................................................................................................. ................................................................................................................................................................... ...................................................................................................................................................................

Local Standards - Page 42


.................................................................................................................................................................. Introduction .................................................................................................................................................................. ................................................................................................................................................................... .................................................................................................................................................................. ................................................................................................................................................................... ................................................................................................................................................................... .................................................................................................................................................................. .................................................................................................................................................................. ................................................................................................................................................................... ................................................................................................................................................................... ................................................................................................................................................................... .................................................................................................................................................................. ................................................................................................................................................................... Local Standards - Page 43


Accessing our services This leaflet gives you information about Stockport Homes’ Local Standards. If you would like a copy in large print, Braille, on audio tape or CD, please contact the Social Inclusion Team on 0161 474 2860 or email: inclusion@ stockporthomes.org

Portuguese

Farsi

Chinese

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Arabic

Polish

Ref: 850 / November 2011


Local Standards 2011  

Our commitment to you Stockport Homes’ Local Standards Home:Improvingandmaintainingyourhome Repairs and maintenance Quality of accommodation...

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