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Our local offers-
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Action plan-
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Our progress so far…
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Increase our rate of ‘right first time’ repairs
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We will train our customer service staff to identify repairs accurately so that we can, wherever possible, complete repairs during our first visit. We are piloting the use of Omfax e-learning with six of our staff in May 11 and will roll out this training to all staff if proven a useful training resource.
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- We have tested a new training programme that should help our customer service teams to accurately collect and record information about the repairs you require. By improving this information we can ensure that our maintenance team, Isos Property Services, are equipped to carry out your repair on their first visit to your property. We commence training in May 2012.
- We are developing a learning and development plan to make sure that our customer service advisors continue to provide a high quality service.
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Increase the number of repair appointments made and kept
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We will restructure Isos Property Services and our front line services, consistent with the results of our Customer Access Strategy and Better as One agenda, so that we can offer appointments for all repairs. We will determine the timescales for this once the results of the strategy are published in May 11.
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At the moment we are able to offer appointments for some repairs and gas servicing. We are developing our appointment service to ensure that all residents are provided with a specific appointment time for every repair.
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Raise the average energy efficiency rating for our homes
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- We will look at the most cost effective ways that we can improve the energy efficiency of your homes, including such measures as boiler replacement and insulation programmes where necessary. We will make maximum use of Government incentives for energy efficiency.
- We will develop an Affordable Warmth Strategy taking into account the Energy Security and Green Economy Act by March 12.
- Each year we will use energy efficiency measures in our planned maintenance programme at properties with the lowest thermal efficiency.
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- We are required by the Government to have a Standard Assessment Procedure rating (SAP) for each of our properties. SAP is an estimation of the energy efficiency and performance of homes. At the moment we have an average SAP rating of 67.6 for our properties. To help improve the energy efficiency of all our homes we are carrying out a review of insulation measures and we are putting into place a programme of energy efficiency measures. This programme will be introduced as part of our planned maintenance programme.
- We started the development of this strategy in 2012. It is likely that this initial target date will not be met but we will make sure that this action is delivered during 2012- 13.
- Isos has set up a contract with Cosyseal to survey all Isos properties and install any simple insulation measures (i.e. cavity wall and loft insulation). There will be no cost to Isos as the work will be funded through CERT, an organisation that funds training and regeneration projects that deliver sustainable improvements to the local economy.
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Improve our customer data base to enable us to take residents’ needs into account.
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- We will agree with our Area Panels the most useful ways of gathering feedback from customers and sharing our findings by November 2011.
- We will continually collect information about our customers and use this data to understand their personal needs and preferences.
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- We currently use a number of different methods to gather your feedback on the services we provide; including mystery shopping and conducting surveys. We are reviewing these methods and will ask your area panels to decide what methods we should be using in the future.
- We also collect data about our customers in order to understand customer needs and preferences. We regularly review and update our records to ensure the accuracy of the information we hold. We are using this data to develop Isos’ customer insight approach. This approach will help us use feedback from customers, staff and local knowledge to understand what our customers needs are so that we can respond to individual needs and tailor our services accordingly.
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