Newsletter - April 2007
Our Charter Mark Assessor confirms it!
Arawak Walton HA is delighted to announce that following our annual surveillance visit by our Charter Mark assessor, he confirmed we truly understand the principles of
continuous improvement!
Our level of customer care has gone from strength to strength over the past year and the
assessor has commented on our improvements.
Extracts from the feedback
document say:
“Your performance in all categories compares well with your selected peer group and you exceed their performance in many categories. Various staff members confirmed to the assessor that they are encouraged by their managers to contribute
suggestions for service improvements.”
“Being a Black and Minority Ethnic Housing Association you
are particularly aware of the need to provide your customers with information in ways which meet their needs and preferences”.
Thanks again must go to all the staff who were involved in gathering new evidence to include in the bid and to our tenants and other colleagues who made themselves available on the day to be interviewed by the assessor. It is heartening to know that our “marks” actually improved following the surveillance visits!
Now all we have to do is start thinking about next year’s visit and how we will continue to improve on our services!
Give Respect Get Respect
Arawak Walton Housing Association is signing up to a new government standard as part of our on going commitment to tackling anti-social behaviour and creating a culture of respect where you live. This new standard is called, “Respect Standard for Housing Management” and it is part of the Government’s Respect Agenda. Respect is about all of us being considerate to the needs of others around us, caring about the community, as well as our own individual concerns.
We are committed to protecting the communities in which we work from anti-social behaviour and ensuring that tenants and residents live in peace and feel secure in their homes. We are already working with local communities and agencies to tackle unacceptable behaviour and its causes. We believe that the key to tackling anti-social behaviour successfully lies in local communities, because no body knows better than the community about what it wants and needs. So we want you to help us take a stand against all types of anti-social behaviour in your community.
Here are a few ideas on how you can help us:
- You can ask your neighbour to keep the noise down late at night
- You can report serious cases to us or the police so we can help stop the problem (Crime Stoppers 0800 555 111)
- You can help us to gather evidence by keeping a diary. This will help us to take legal action if necessary
- You can attend out public meetings so we can work together with other agencies to tackling problems in your community.
The new Government Respect Agenda is much broader and goes deeper and further to tackling anti-social behaviour by addressing it in every walk of life, tackling it’s causes through early intervention, providing support for parents and introducing new powers to ensure a robust response where necessary. By signing up to the Respect Standard for Housing Management, we are making a clear public commitment to delivering good services to help stop anti-social behaviour and create a culture of respect.
If you have questions about RESPECT and how you can take part in the work we do to tackle anti-social behaviour, you can obtain further information from your Housing Officer Tel: 0161 272 6094
^ top of pageGetting involved in the Services we provide
At Arawak Walton Housing Association we are always looking at ways in which we can improve our services to tenants and leaseholders. One way we do this is by involving our customers to by having a say in decisions that affect their homes and communities.
We believe that by involving you in our business we will be more likely to respond positively to your needs and aspirations. Getting involved in the services we provide can bring a number of benefits:
- It can help us improve services because customers can give their views on business priorities
- It can lead to greater customer satisfaction because customers will have a say in the service they get.
- It can give customers more choice or power over their own homes and communities in which they live because customers can make decisions about services and priorities
- It can help us to be more accountable to you
Getting involved is easy. You do not have to have any special knowledge or experience and you can get involved as an individual or part of a group. The best way for you to find out more about how you can get involved is to contact our Customer Advice Team on 0161 272 6094 and we will be happy to advise you.
A Major Conference for Tenants
Are communities really in control?
These are the issues to be explored in a major conference for tenants and residents, being organised by the three regional tenants federations covering the north of England. The conference will take place on Thursday, 19 April at the Hub Centre in Preston. This is a conference run by tenants for tenants.
To find out more please contact our Customer Advice Team on 0161 272 6094.
Arawak Walton Housing Association would be happy to sponsor any tenant who wishes to attend this conference.
Tenant Feedback
We are committed to providing the best service we can for all our customers and we have been finding out what you think about our services. One of the ways we do this is through the feedback we receive from tenants. Last year, we sent out four postal surveys to find out:
- How we are promoting choice
- What you think about where you live
- If we are providing accessible service
- How we are dealing with anti-social behaviour and respect issues
Here is some of the feedback we received.
On promoting choice
On providing accessible service
- Majority of respondents told us they are aware of how we provide access to our services
- We received good feedback to promote the various assistance we offer to tenants and disabled people.
On dealing with anti-social behaviour and respect issues
- About 28% of respondents told us they have experienced anti-social behaviour and almost half of those said there were able to approach their neighbours to resolve the problems
- The other half either contacted their housing officer or the police
- Of those case resolved, over 66% of respondent told us they were happy with the outcome
- However we received a lot of good ideas on how we could improve our approach in tackling anti-social behaviour problems.
Bougainvillea Gardens
Do
you have a relative or a friend who is over 55 and seeking a new home?
If so we could have the perfect place! Bougainvillea Gardens is a beautifully maintained sheltered scheme in Longsight made up of 31 self contained flats.
The emphasis is always on independent living but there is extra help when required. There is a warden on site for assistance with repairs, information or simply a friendly chat.
Bougainvillea Gardens is famous for its friendly atmosphere and the residents sense of community. It’s the perfect place to spend a care free retirement. Tenants can get involved with organised days out, coffee mornings and special celebrations or simply enjoy their own free time as they please.
Each flat has a fully fitted kitchen, bathroom, living room and bedroom. Some of the flats are suitable for couples. There are separate laundry facilities available and a communal lounge and kitchen for events.
If you would like more information on the scheme call 0161 272 6094 and ask for Jo Moon.
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New Restructure
Following an in-depth review in summer 2006, we are pleased to announce our new staff structure which sees our Chief Executive supported by two new director posts of Operations Director, now filled by Osita Asaggar and Corporate Services Director, Mark Johnson. We believe the new structure gives the association a much more strategic focus whilst ensuring that we continue to provide an excellent customer focussed service.
Click on image to zoom
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Arawak Walton Performance
As always we like to keep our residents informed about how we are Performing. See for yourself below.
| Dec 06 | Jan 07 | Feb 07 | |
|---|---|---|---|
| Voids % (no. of properties) |
0.6% (4) |
0.85% (7) |
0.98% (8) |
| Rent arrears (as a % of weekly rent receivable) |
8.17% |
8.28% |
7.68% |
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Knowsley Housing Trust – Independent Voluntary Board Member
Do you believe in excellence in service delivery?
Do you believe that customer service and listening to customers is fundamental to business success?
Do you want to be part of a Board team with a vision for excellence in services, growth in what we are good at and creating communities that really will last?
If the answer is yes then becoming a Knowsley Housing Trust Board member may be the right thing for you.
A very committed Board, with a clear vision and a new 5 year Corporate Plan focussing on communities, growth and excellence is looking to recruit an independent Board member to help guide us to achieve our goals and move on to greater things.
KHT is in the final year of its improvement programme promises to tenants, which will have been delivered 2 years early, it’s trading arm, KHT Services is growing rapidly and it has created capacity to make a wider lasting contribution to the areas it operates in and to improve the lives of people within the community.
The skills that are particularly relevant to increase the Board’s skills base and to improve our effectiveness are:
• Housing management experience
• Repairs and maintenance experience
• Operational experience of providing services to a range of clients
• Growth and business development.
The Board have identified that its composition is not representative of the community it serves and would encourage applications from the black and minority ethnic community.
The vacancy is unpaid, though expenses such as travel costs are reimbursed, but immensely rewarding and provides an opportunity to make a significant contribution to the lasting improvement of the communities we serve. Board meetings are quarterly but with Committee duties and other ad hoc work the time commitment would normally involve an average of one evening meeting per month and annually approximately 2-3 days for training and Board development.
If you would like to discuss the vacancy more then you may contact either Robin McGrath, vice Chair of KHT Board or Bob Taylor, Chief Executive via our Board Support Team on 0151 290 7002.
Application forms available from Knowsley Housing Trust, Lakeview, Kings Business Park, Prescot, Knowsley, Merseyside L34 1PJ.
Closing date is 30th April 2007.
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