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2012/13 Delivery Plan: Enhancing Services, Partnerships, and Tenant Engagement

The 2012/13 Delivery Plan outlines strategies to enhance service delivery, improve tenant relations, and fortify partnerships. Developed in collaboration with stakeholders, this plan sets objectives for effective housing management, service improvements, and maintaining property standards. Emphasis is placed on tenant consultations, transparency, and SMART objectives that go beyond 2012/13, ensuring continuous performance and financial management. Key actions focus on creating a valued service for tenants while addressing welfare reforms and housing issues.

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2012/13 Delivery Plan: Enhancing Services, Partnerships, and Tenant Engagement

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  1. 2012/13 DELIVERY PLAN

  2. Background • A main requirement of the management agreement • First draft was due to Council November 2011 • No preliminary work undertaken • 6th December joint meeting with Council • Request for Strategic Steer • Week Commencing 19th December -circulated Inspection report • The delivery plan forms basis of management Fee

  3. Development of the Plan • We have used the Inspection Plan as a contributory document – but not exclusively • Focus is on Core Services to tenants plus mitigation of risk to HfN and NCC • Inclusive process: EMT;SMT;Middle Managers;Teams • Must be SMART(ER) • Not just 12/13 outcomes but work toward taken actions that may run into 13/14 and beyond • Will in form performance and budgetary management

  4. Format • Will be given preliminary and concluding text • Presented against the existing corporate objectives • Used as a cascade – “Golden Thread” Delivery Plan Corporate Directorate Plans EMT/SMT Service Plans Team Appraisals Individual

  5. Objective 1:- We will provideexcellent cost effective servicesthat are valued by tenants • In 2012/13 we will improve services to tenants by; • Providing resources to improve the customer service centre delivery • Review service delivery in housing management in conjunction with tenants • Review service delivery at Alnwick with all stakeholders • Provide wider opportunities for tenants to have a role in service delivery and development- tenant scrutiny • Develop local plans to have a more transparent service delivery • Review RI arrangements to address any gaps in representation • Review our service provision for older persons and vulnerable tenants

  6. Objective 2:- We will maintain and improvethe standard of the properties we manage

  7. Objective 3:- We will improve our tenants quality of life through effective partnerships

  8. Objective 4:- We will increase the number of properties we own and manage

  9. Objective 5:- We will maintain and improvethe reputation of HfN with our stakeholders

  10. Objective 6:- We will be a first choice employer

  11. Actions • Initial approval by Board • Consultation/dialogue with Council • Framework for tenant consultations • What is missing? • Agreement of Management Fee • Link to monitoring/reporting regime (3-5 years PI’s) • Wrap up outstanding actions from previous years

  12. Contributory Factors • Tenancy Strategy • Sheltered Housing Review • Welfare reform review and actions • Self Financed HRA • Accommodation issues • Clayport Street • Depots

  13. Questions

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