Consultation on Housing Priorities for 2016 and beyond

Posted on Tuesday 12th January 2016

We want your views. We’re developing a new business plan to help us provide high quality services for residents in the future.

We want to focus on the services that you value most of all and improve your customer satisfaction.

We have already been talking to residents and our partner organisations, and we have identified a number of key priorities:

 

Delivering Brilliant Customer Service

Supporting Vibrant Neighbourhoods  

Investing in Homes to be Proud Of

Providing Value for Money


(You can find more information on each of these priorities below.)


We really value residents’ feedback and involvement. It’s your comments that help shape our services. We want to know:

1. Are these priorities the right ones?

2. Which one of the four priorities do you think is the most important?

3. Are there any other priorities that you think we should consider?

Please send in your comments to yourviews@thh.org.uk  by Friday 19th February

Or write to us at:

Your Views (Business Plan 2016 )
Jack Dash House
Lawn House Close
London
E14 9YQ


If there is anything else you would like to know or if you would like to become more involved in future plans, please get in touch. Thank you for your support.


Our priorities in more detail:


Delivering Brilliant Customer Service 

  • Get our service right first time – ensure services meet customers’ needs and are easy to use
  • Know our customers better – collect and use information about tenants, leaseholders (and their tenants) to provide better services and communication  
  • Make our service standards clearer – help customers know what they can expect from us  
  • Clarify and enforce rights and responsibilities - tenants and leaseholders fulfilling their obligations 
  • Provide a new deal for leaseholders – providing better support, advice and information to our leaseholders
  • Offer help to customers who need it most – work with partners to assist vulnerable residents to remain supported in their homes
  • Treat customers with respect  - keep customers up to date with what’s going on and treat them fairly

Supporting Vibrant Neighbourhoods

  • Maintain attractive, cleaner, greener and well maintained neighbourhoods – involve residents in driving standards up
  • Help make neighbourhoods feel safer – work with partners to tackle Anti-Social Behaviour
  • Help build financially strong communities - work with partners to help residents into work and manage impact of welfare reform
  • Help create community spirit – work with residents to bring communities together more and feel proud of where they live
  • Offer a new deal for leaseholders who let their homes – lettings agency service for landlords

Investing in Homes to be Proud Of

  • Increase customer satisfaction – repairs and planned works are right first time and if not faults are rectified quickly
  • Maintain homes that customers can be proud of - homes that are warm and energy efficient, with reliable facilities
  • Invest strategically in the assets we manage – longer term investment programmes that give good value for money

Providing Value for Money

  • Manage empty homes more efficiently – let empty homes quicker to minimise lost rent
  • Manage contractors more effectively – hold contractors to account and reduce causes for complaint
  • Create a more efficient organisation – with clear responsibilities and simple processes
  • Improve our efficiency through better use IT – and increased digital access for customers
  • Increase rent and service charge collection and explore opportunities for new business

[posted 22/1/16]

Posted on Tuesday 12th January 2016