Delivery Plan


 

You said We did
 Your Choice Homes have a lot of applicants registered but nowhere near enough properties to go round.

Build 54 houses for family accommodation and 32 for supported accommodation.
The group also suggested that there should be clear information given as to the likelihood of being successful in winning bids for property. Review information provided to customers about likely waiting times for specific properties or estates
Customers felt that more training should be provided for Repairs staff so that the correct job is booked at the first time of asking. Review the effectiveness of the training that is provided to staff who deal with phone calls about repairs
More community involvement in local services. The group felt that YHN should work closer with local communities and ward committees to promote involvement.  Review our publicity information and the information that is provided on our website to promote tenant involvement in initiatives and schemes which benefit groups of residents.
Repairs that are tenants own responsibility. Tenants should not be responsible for replacing original features. Review repairs that are tenants own responsibility, including reinstatement of original features.
Repairs staff often don’t give people enough time to answer the door, especially tenants who are elderly and disabled.  Review repair arrangements for disabled tenants to reduce missed calls.
Repairs should not be cancelled without being done. The group felt that this often happens and is a waste of money as the repair is still outstanding so the whole process just has to start again.  Look at repair cancellation figures and benchmark them so we can identify improvements.
The group suggested that more support should be provided to help with money issues and there should more promotion around the advice and help that is on offer.  Investigate options for offering a Thursday night surgery so that customers who work can attend appointments to talk about financial advice and support. We will also review the arrangements for advertising a promoting of these services to new and vulnerable tenants.
The home exchange scheme should be improved and there should be more promotion of the scheme Review the promotion and publicity of ‘HomeXchange Tyne and Wear’ to encourage more take up from tenants.
The group suggested that tenants who move into flats should be made to accept the standards expected of people living there. These standards or a ‘Good Neighbour’ leaflet could be added to the tenant handbook Review and improve tenant handbook information about specific requirements of living in blocks of flats
The group thought that we could work with the Newcastle Tenants Federation to promote and publicise the work that they do. Work with the Tenants Federation to publicise the work of their specialist groups.