Delivering Improvements to our Service
The Best Value Reviews of our Frontline Services and Sustainable Estates and Maintaining and Improving Council Homes, resulted in an Improvement Plan. This plan details the way ahead for Derby Homes over the coming years.
We are now a couple of years into the plan and want to tell you about some of the improvements we are involved with.
Tackling Anti-social Behaviour
We are committed to improving life for people in Derby...
- New young persons officer to work on anti-social behaviour arising from young people.
- The Community Watch Patrol now attend the Schools Roadshow on an annual basis.
- Introductory Tenancies will be effective from May 2004 for all new tenants.
Enquiry Centre
A new team of staff based at the Head Office who will deal with your requests for repairs. This is due to open in the
summer. It will provide:
- longer open hours
- specialist advice
- improved service.
Rewards for Loyalty
We are keen to reward long-standing tenants...
- ‘Gold Scheme’ proposals are going to Derby Homes Board in July 2004.
- Rewards could mean faster repairs and additional services for long-standing tenants.
Customer Care
Our top priority is providing excellent standards of
customer care...
- New tenants handbook to be issued this year.
- Customers are helping us by inspecting the frontline receptions and monitoring levels of satisfaction with the Homes Pride Improvement Programme.
Day to Day Repairs and Empty Properties
Last year we:
- carried out around 40,000 day to day repairs
- organised over 10,000 appointments - and aim to do more
- took an average of just over five weeks to repair and re-let empty homes.
Choice Based Lettings
This has been a highly successful change to the way we allocate homes...
- Tenants now have greater choice where they live.
- Homes are advertised through the ‘shop window’.
Local Housing Offices
We are continually trying to improve the service we provide through our 15 local offices...
- New Sinfin Office is now open until 6pm on Thursdays.
- We have altered the office boundaries in line with Ward Boundaries to ensure that we can work alongside the Area Panels.
- A new way of working from May 2004 – Housing Officers and specialist Arrears Officers will continue to provide high quality services with the personal touch.
Progress against improvements is reported to the Homes Pride and Service Improvement Committee. This is a public meeting and tenants and leaseholders are welcome to attend. Please contact Sue Hill on 711107 for further details on Boards and Committees.