Performance

Our promise to improve services

Our local offers 2011- 2012

In 2010 our regulator, the Tenant Services Authority, asked us to work with tenants to develop 'local offers'. This means making an agreement with our tenants about how we should deliver housing services in the future and what improvements we should make.

In our summer 2010 edition of @ Home magazine Opens in a new window we asked residents for their thoughts about our services. From the information we received we worked with a group of residents, developing a number of local offers designed to improve services. We published our local offers in our Annual Report to Tenants 2010. Opens in a new window

Throughout 2011- 2012 we have made improvements to our services, making sure that we deliver our local offers. We sent all our tenants an update on our progress in the summer tenant magazine 'Isos News Opens in a new window' and published a more detailed action plan on our website. We update our action plan 4 times a year so that you can see our progress in delivering our local offers.

As we delivered our local offers throughout 2011- 12 we learned a lot:

Lesson learned	How is our approach different in 2012- 13?
1. Our local offers were ambitious & we achieved a great deal. During 2010 we were making lots of changes to our organisation. During this time, the political, economic and social environment was also changing.	We have developed our 2012- 13 promises to make sure that we continue to improve the services that matter most to our customers. The promises are fundamentally the same as our local offers for 2011- 2012 but reflect the next step in our development.
2. We weren't specific how we would deliver each local offer and it took time to implement each local offer.	Each of our 2012- 13 promises have been matched to 3/5 specific actions to ensure we can deliver each promise. We will include all the actions in our business plan; Each promise reflects the vision for each service area.
3. Residents in our Communication Group, Resident Forum and Customer Service Group told us that last year's annual report was lengthy and that they didn't read it all.	We have reduced the amount of text in our annual report for 2011 and will present the information in the format our Customer Service Group, Resident Forum and Communication's Group requested.

Lesson learned

How is our approach different in 2012- 13?

1. Our local offers were ambitious & we achieved a great deal.

During 2010 we were making lots of changes to our organisation. During this time, the political, economic and social environment was also changing.

We have developed our 2012- 13 promises to make sure that we continue to improve the services that matter most to our customers. The promises are fundamentally the same as our local offers for 2011- 2012 but reflect the next step in our development.

2. We weren't specific how we would deliver each local offer and it took time to implement each local offer.

Each of our 2012- 13 promises have been matched to 3/5 specific actions to ensure we can deliver each promise. We will include all the actions in our business plan;

Each promise reflects the vision for each service area.

3. Residents in our Communication Group, Resident Forum and Customer Service Group told us that last year's annual report was lengthy and that they didn't read it all.

We have reduced the amount of text in our annual report for 2011 and will present the information in the format our Customer Service Group, Resident Forum and Communication's Group requested.

Our promise to improve services in 2012- 2013

In 2011 we worked with our resident area panels to develop a set of promises to tenants to improve services. Our promises have been published in our Annual Report to Tenants 2011 Opens in a new window. You can view a copy of our promises by clicking here.

Our Customer Service Standards

Our Customer Service Standards set out the level of performance and customer care that every customer can expect from us. Customers have been involved in setting these standards and help us to monitor them to make sure they are achieved.