ࡱ> ^`]#` z$bjbjmm 8Jz4\i82FFFFF!!!7777777$9h<8!!8FF#8FF7704t6F: PsW 47980i85^<<4t6<t6!/n!!!88}!!!i8  YORK HOUSING ASSOCIATION Minutes of the Customer Panel held on 24 March 2010 at York Housing Association, 2 Alpha Court, Monks Cross Drive, Huntington, YORK, YO32 9WN PRESENT: 6 Customer Panel members, 2 Staff MINUTE TAKER: Glenn Plews 1.APOLOGIES 5 Customer Panel member apologies were made 2.INTRODUCTION The main theme of the day was to assess current and past service delivery, and to consider improvements which can be made to service standards. 3.Presentation of Tenant Satisfaction Survey Results and Quiz A presentation of the Tenant Satisfaction Survey overviewed those aspects which tenants were most pleased about. These included the repairs: 89% of respondents stated they thought the speed repairs were carried out satisfied their expectations, and 95% of respondents said the attitude of workers met their expectations. The presentation included a benchmarking exercise which compares YHAs performance with that of a number of Housing Associations. In general the benchmarking comparisons were good, and for example 81% of respondents reported that they found it easy to contact their landlord. This was an improvement from the survey in 2006 when 71% of respondents similarly replied. In terms of ease in contacting customers YHA scored more than the average score for all associations in 2009, which was 75%. Overall satisfaction with YHA as a landlord was 91% which was the joint highest score for any of the associations which were benchmarked. Areas which highlighted a decline in satisfaction included those 86% of respondents who felt YHA was good at keeping tenants informed. This represented a 15% decline compared to the statistic recorded in the 2006 survey. 64% of tenants were satisfied that YHA took their views into account. This statistic was less than that of 66%, which indicates that there is work to do in this area. 4.Tenant Services Authority Standards Glenn outlined the 6 Standards which the TSA published in February 2010. The TSA was established after a landmark government report produced by Martin Cave, argued for tenants to have a central role in housing. The TSA undertook a national survey, named the National Conversation in 2008/2009. 27 000 tenants were surveyed and this included a delegation of YHA tenants. Some of the TSAs main objectives are to Improve standards for tenants Deliver decent homes and neighbourhoods Promote tenant involvement and empowerment Ensure providers deliver Value For Money The Tenant Service Authority Approach The TSA have stated they wish to: Regulate with minimal interference Form a mature relationship They want associations to agree local standards with tenants at the heart of organisation Associations should know and profile their tenants. The 6 Standards Tenant involvement and empowerment standard all landlords must offer opportunities for tenants to be involved in the management of their housing Home Standard all homes should be warm, weatherproof, have modern facilities, and have an efficient cost repair service Tenancy Standard Allocations, rents and tenure should be standardised. Neighbourhood and community standard landlords have a duty to work with partners to deal with issues like anti social behaviour and must keep communal areas safe and clean. Value For Money landlords must provide cost effective quality services. Governance and Viability associations must be robustly governed and seek advice if required. The Future Regulators will inspect from April 2010, aiming at the worst first. All Associations must consult and produce Local Standards by October 2010 The election of 6 May 2010 could alter this timetable since some parties may change or abolish the TSA. However most commentators think the principles of the Cave report will hold tenants at the heart of future plans Feedback Panel members worked in two groups. Some panel members said that though it was a valid aim for the TSA to ask tenants to become involved, they felt most tenants just want to pay their rent and receive a service. However specific issues can interest tenants and if meetings are structured and held at convenient and appropriate times people may become involved in e.g. dealing with anti social behaviour, or environmental issues. Other Panel Members also said they felt it is difficult to get people involved, but they like the Door Knocking exercise we carried out which allows a direct and simple way for tenants to express their views. 5.REVIEW OF SERVICE STANDARDS ASSESSMENT / WORKSHOP The Panel considered the Associations current Customer Service Standards leaflet, and also looked at examples produced by other landlords. Panel members generally thought the current Customer Service Standard was about the right length, and noted the similarity in content with other examples they considered. Some panel members suggested that services could be more direct e.g. tenants could look at their rent accounts on-line. Also that the Association could more consistently put customers in touch with helpful organisations like the Citizens Advice Bureau. PROFILING TENANTS The idea of profiling tenants was considered by the Customer Panel. Some panel members expressed concern that associations were asking questions about e.g. religion and sexual orientation and felt it was intrusive. However other tenants said they could see the point of asking tenants such questions, in order to provide specific or extra services. It is also helpful to assess the range and numbers of different types of customers who are served. 6.Draft Repairs DVD The Panel viewed a video which YHA has been producing for the recently re-launched website. The videos show viewers how to deal with basic maintenance issues eg blocked sinks, for which tenants are responsible. Customers will be able to view these video clips by using the website, and DVDs will also be made available. The Customer Panel generally thought the video could be a useful aid to assist tenants. 7.Let Off Steam A panel member reported that the high quality kitchen which had recently been installed was not completed to a good enough standard. He said he was concerned there was not enough checking upon works carried out. FOR ACTION: Glenn will report this matter and provide feedback to the Panel member concerned. It was also noted that repairs standards were gaining good satisfaction levels and that a proportion of jobs completed are subject to a post inspection. A Panel member expressed concern, that though some contractors are good, some contractors do not use I D badges and this could be sub contractors. For Action: Matter to be brought to contractors attention One Panel member commented she had seen other properties nearby having new doors and windows fitted, when the group of properties where she lives has been overlooked For Action: this matter will be raised with the Property Team and a response will be made to the Panel member concerned. 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