Pickering and Ferens Homes Customer Service Standards June 2016 1
Pickering and Ferens Homes is committed to achieving excellence in customer service by setting the highest quality standards of service to our customers. Our service standards below set out the level, quality and commitment to customer care that all of our customers can expect to receive from us. We aim to meet our standards and review them annually so that we continuously improve the services that we provide. We will listen to our customers so that we can make sure that our services are up to date and responsive to their needs. We encourage feedback and suggestions from customers so that we can continue to improve If you have any feedback, comments or suggestions on our services then please let us know via our website, telephone us on (01482) 223783 or by post to: Silvester House, The Maltings, Silvester Street Hull HU1 3HA 2
1) Our Equality and Diversity Service Standards Treat all customers equally fairly and with Produce an inclusive Completed and reviewed respect. We will ensure that there are no Equality and Diversity annually. Through an barriers in accessing or using our policy annual Equality and services. Diversity Report If a customer finds English difficult to understand and they are more comfortable communicating in another language we will provide an interpretation service at no cost. We will offer to provide information in alternative languages and formats such as large print, audiotape and Braille to suit customer needs and at no cost to the individual. We will provide an induction loop or portable loop in all of our public offices and meeting areas. We will always try to ensure that we reach as diverse a population as possible when recruiting staff and trustees We will always try to ensure that our Staff and Trustee profile reflects our areas of operation We will also: Register with Language Line / Language is Everything so that we have access to translators interpreters. and Register with Language services to provide information in other formats should this be required. All customer information to have Equality and Diversity statement and format informing people of alternative provision. Currently assessing as to the best systems to obtain Advertise as widely as possible when staff and trustee vacancies arise Review profile and skills when vacancies arise Registered with Language Line and Language is Everything. We will report annually on how we have used the service and any outcomes. Registered with Language services. We will report annually on how we have used the service and any outcomes. Static and portable loops are presently available at Silvester House We will report annually - through an annual Equality and Diversity Report We will report annuallythrough an annual Equality and Diversity Report Ensure that our Trustees and staff are aware of and understand the wide range of needs of our customers and always take these into consideration when planning and delivering services. Always try to help if you tell us that you have any special requirements ( including dietary) Make sure that our services meet your individual requirements by asking you details about your age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex and sexual orientation. 3
2) Our Allocating Our Homes Service Standards (HCA Allocations and Tenure Service Standard) Publish detailed information about how to apply for a home with us. Provide an application appointment for you to enable you to apply for accommodation with us. Provide you with detailed information on location, type and size of the accommodation that we own and manage. Explain how we allocate our properties using 3 medical priority streams and housing need. Check that applicants can manage their licence by carrying out relevant enquires. Where applicants are considered vulnerable or require some help the appropriate partners/ agencies will be contacted. Provide information on other Social Landlords in the area. Information available in our offices and on the website as well as leaflets. Application forms are no longer used and appointments with prospective applicants are made to provide a better customer experience and offer realistic expectations Information should be provided to all applicants at the application. Information has been updated on our website and leaflets have also been reviewed and updated. Monitored via monthly steam Monitored at regular team Acknowledge your application as soon as it has been made live onto the system (usually directly after appointment unless we are waiting for additional information from you) Process your application immediately at appointment providing we are in receipt of the requested information from you. Provide you with information on realistic area choices according to your points and requirements. Advise you fully on all options available. Advise you which stream your application is in and whether the properties that you have applied for are in low, medium or high demand Monitor applications which have not been made live due to the documentation not being provided to us Monitor applications we have been unable to make live Correspondence should include all of this information and staff will only place you onto a list if there is a realistic chance of being rehoused to that area 4 Monitor numbers not being made live, change and review information provided should this be applicable. Monitor numbers not being made live, change and review information provided should this be applicable Monitor and review the correspondence sent at least once a year and also offers refused
Explain timescales should additional information be required Aim to allocate our properties within target days. To be agreed annually We will also: We have undertaken a review on our voids and allocations processes in 2016 so that improvements can be made We have changed the application process to ensure those applying to us have valid and realistic applications. We are making further changes during 2016. We will report quarterly at monthly Performance Meetings. Complete an annual review of the waiting list to make sure that the list is as up to date as possible. We will offer up to 50% of allocations to the Local Authority through existing protocols Your Responsibilities You can help us by: Keeping us informed of major changes in your circumstances Let us know as soon as possible if you cannot keep any agreed appointments Bring all required information with you to your application appointment 3) Our Signing up to and Living in your Home Service Standards (HCA Home Standard) Show you around the property being offered Monitor offers and We will report at monthly to you before asking you to sign your letter of appointment. Provide detailed information on the property itself and the area that you will be moving into. reasons for refusals performance Provide you with a copy of our re-let standard to make sure that you agree with the standard and condition of the property. Provide a health check on your property making sure it is safe and secure. Make sure that all applicants who are offered a property receive a copy of the re-let Standard before viewing so that they can measure against it. Carry out inspections on all void properties 5 Provide a quality check on the property to make sure that it meets the required standard (PS), Lettable Standard document provided in offer pack and handbook We monitor this using our internal systems
Provide a - SAP rating for all void properties - before commencement of Licence (if not undertaken within 10 years previously). Ask competent and qualified contractors to provide gas (where applicable) and electric checks before you move into your new home Make sure that all necessary repairs are completed before you move into your new home, unless agreed with you that repairs can be undertaken when you have moved in Make sure that the property is decorated to a reasonable standard or where we agree that this standard has not been met we will provide decoration vouchers Ensure that a Welcome Visit is undertaken within 2 weeks of you moving into your home Visit you approximately four months after you move in Provide where practical adaptations to your home should you or a member of your family require them because of a disability We will provide clear and relevant advice to residents who wish to move We will provide up to date information on the availability of properties of other social landlords via internet bases services such as HomeSwapper. This service will be free to all residents. (we will provide reasonable support to those residents who do not have access to the internet ) We will also: Carry out inspections when required Carry out appropriate checks on all void properties Where possible, carry out the work necessary prior to giving you the keys to the property, unless we have agreed with you that works can be undertaken at a later date Provide a quality check on decoration within a void property. Agree with incoming resident as per standard Ensure that appointments are made with residents Follow up visits to be arranged after sign up Provide information in the resident handbook and on request Provide information in the resident handbook and on request Provide information in People First, in the resident handbook, on our Website and on request. Provide all new residents with a copy of the most up to date certificate We monitor this using our internal systems We monitor this using our internal systems and report at least annually We will monitor this using our internal systems and report at least annually We will report at monthly performance To form part of the new interactive sign-up/review of the allocations process Monitor requests using internal systems Monitor requests using internal systems Monitor requests using internal systems and report on requests and use. Make sure that we have a clear and robust recharge policy in place Your Responsibilities You can help us by: Reading your Resident Handbook and making yourself aware of your responsibilities and abiding by your Good Neighbour Guide/ Respect Agreement 6
Signing the Transfer Assurance should you wish to move with PFH Providing 4 weeks notice when you decide to leave your property Ensure that the property is clean and free from rubbish or any of your belongings before you return the keys to us at the agreed time Agree to be recharged the cost of disposing of any belongings/property no longer required or that you have been unable to remove prior to returning the keys Letting us know if you cannot keep any agreed appointments 4) Our Income Management Service Standards (HCA Tenancy Standard) We promise we will: Provide information on the various methods Provide information in A new policy and of paying your rent the handbook and procedure has been advice leaflet produced and being worked to. Ensure that payments made by you or on Monitor the accounts Monitored through your behalf are posted to the right account to make sure that internal processes thereby ensuring that account balances are information is correct correctly input Send you out a rent statement showing up to date payments and balances - every 12 weeks Monitor that these are being sent at correct intervals and contain Rent statements sent as per timescales Provide you with an annual rent and service charge notification which tells you the total rent/service charge payable and giving you 4 weeks notice of any increase. Amend your direct debit each year for you (or when we are notified of any changes) so that you don t have to worry about arrears accruing on your account. Notify you as early as possible when your account falls into arrears and take the necessary action to recover the debt so that your arrears do not accrue and we do not have more than our target actual arrears. Aim to ensure that rent loss due to dwellings being left vacant is less than target up to date information Letters sent February / March each year Make amendments internally prior to each year end and when we are made aware of any other changes We will keep you fully informed of action being taken and arrange an affordable plan for you to pay the arrears. We will also signpost you to specialist debt advice agencies. Monitor voids and take action on void 7 All letters have been sent on time We will monitor using our internal systems We will report to Performance every month action in relation to arrears cases. Voids review undertaken 2016 reporting monthly
We will also: properties. Voids review undertaken 2016 to performance meeting. provide debt advice or signpost you to other appropriate outside organisations should you require further advice help to complete housing benefit claim forms with you Your Responsibilities You can help us by making the correct payments of rent/ service charge for your home and on time contacting us should you have a change in circumstances that affects your ability or means to pay let us know immediately should you have difficulties paying. We can then provide advice and where applicable make an affordable agreement with you to pay. 5) Our Planned Maintenance Service Standards (HCA Home Standard) Consult with you on all major improvement work to your home. We will give you at least 3 weeks notice before starting on any work. We will monitor the consultation process We will monitor internally and report as appropriate We will provide details of the appointed contractor and the key contact officer within the Property Services section responsible for this work Provide full details of the work to be carried out and the timescales involved for completion (should there be any delays or other problems we will keep you fully informed) Where more than one area of your home is to be affected we will liaise with you on the planning of the work and your preferences will be taken into consideration We will make sure that the contractor(s) keep disturbance to you to a minimum Where necessary we will help with the packing / unpacking of your belongings and the moving of large items of furniture (if the works involved require this) We will monitor resident satisfaction with the quality and standard of the work carried out We will put together information and provide to all residents concerned We will put together information and provide to all residents concerned We will monitor satisfaction levels in this area We will monitor satisfaction levels in this area Liaise with residents to ascertain individual requirements Provide questionnaires / 8 We will monitor internally and report as appropriate We will monitor internally and report as appropriate We will monitor internally and report as appropriate We will monitor internally and report as appropriate We will monitor internally and report as appropriate We will report annually through our Annual
to the property surveys to monitor the overall satisfaction levels We will consult with residents about future Liaise with residents improvement for the investment programme. to understand their requirements Report and the People First Newsletter Use information to influence planned programmes for the coming year(s) We will also: Ensure that all plant and equipment we provide such as lifts, fire equipment, emergency lighting and emergency lifeline will be maintained and services regularly Require our contractors to treat all residents and their homes with courtesy and respect Ensure that all our homes meet the decent homes standard as set by the Government and are safe places to live Your Responsibilities You can help us by: being polite and respectful to our staff and contractors being at home when you have agreed a time and date for work to be carried out. If you are unable to keep an appointment then please let us know in good time not smoking when staff and / or contractors are visiting your home. If you do smoke when staff and / or contractors are working in your home they can refuse to work in your home packing away any valuable or breakable items from the areas where work will be undertaken making sure that pets (and children where applicable) are kept in control and away from any work being carried out. 6) Our Day to Day Repairs Service Standards HCA Home Standard We promise we will: Categorise your repairs into the following Monitoring We will report to the emergencies - complete or make safe within Board of Trustees 24 hours Urgent complete within 7 days Monitoring We will report to the Board of Trustees Routine complete within 28 days Monitoring We will report to the Agree a convenient time and date for the repair to be undertaken. Monitor appointment time agreed with 9 Board of Trustees We will report to the Board of Trustees
Aim to complete your repair on the first visit. If any follow up work is required we will agree a date and time with you on the first visit Ensure that we inspect at least the target requirement of all repairs carried out each year Expect at least the target satisfaction rate Provide an out of hours emergency response service 365 days per year Show identification when any staff / contractors visit your home We will provide you with the opportunity to give us feedback on the quality of the repair work and the professionalism of the staff and contractors used. This helps us to monitor levels of customer satisfaction and also how we can continually improve our services. actual appointment times undertaken Monitor the number of repairs we complete in the first visit Monitoring Ensure that we continue to provide an out of hours repairs service through various partners/ contractors Ensure that all staff / contractors working for Pickering and Ferens Homes are aware of this practice and always carry this out Samples of residents are contacted to provide feedback on a weekly basis To be progressed We will report quarterly to the Board of Trustees We will report quarterly to the Board of Trustees Currently being provided by Astra Line Monitor via the Repairs and Satisfaction surveys. Information used for KPI s and monitored on a monthly basis. Reported through the annual report and People First Newsletter We will also confirm that the request for the work has been recorded and when it should be completed by keep you informed at all times if the repair cannot be completed within the target number of days due to parts not being available. Require our contractors to treat all residents and their homes with courtesy and respect Make efforts to ensure that repairs are completed and are right first time make sure that the Contractor explains to you the repair that they are carrying out and will clean up any mess that they make. monitor our performance in dealing with your request for a repair and publish the results in the People First Newsletter twice a year. Your Responsibilities You can help us by 10
being polite and respectful to our staff and contractors being at home when you have agreed a time and date for a repair to be carried out. If you are unable to keep an appointment then please let us know in good time not smoking when staff and / or contractors are visiting your home. If you do smoke when staff and / or contractors are visiting your home they can refuse to work in your home making sure that pets (and children where applicable) are kept in control and away from any work being carried out 7) Our Gas Servicing Service Standards (HCA Home Standard) We promise that we will Ensure that all our homes with gas heating Monitor all properties We will report bihave an annual gas safety check on your gas that require gas annually to the Board of appliances i.e. gas fires and central heating checks to be Trustees boilers undertaken Advise residents in writing and at least 2 weeks before the certificate is due to expire that their gas safety check is due Provide you with a copy of the gas safety certificate within 21 working days of the check being completed Replace your appliance unrepairable when inspected should it be Carry out an independent gas servicing audit on a proportion of properties We will also: Plan ahead making sure that residents are aware of the upcoming gas check Ensure that residents receive a copy of the gas certificate within the timescales agreed. Provide a new appliance as applicable Employ an independent gas servicing auditor to carry out checks on the quality of gas servicing by our gas servicing contractor. We will report biannually to the Board of Trustees We will report biannually to the Board of Trustees We will report annually Require our contractors to treat all residents and their homes with courtesy and respect Your Responsibilities You can help us by 11
being polite and respectful to our staff and contractors being at home when you have agreed a time and date for a repair to be carried out. If you are unable to keep an appointment then please let us know in good time not smoking when staff and / or contractors are visiting your home. If you do smoke when staff and / or contractors are working in your home they can refuse to work in your home making sure that pets (and children where applicable) are kept in control and away from any work being carried out 8) Our Neighbourhood and Community Service Standards (HCA Neighbourhood and Community Standard) Ask all residents to sign a Good Neighbour Provide and explain We will monitor Guide Guide at sign up internally and report as Aim to visit all new residents within 2 weeks of moving into their home Provide trips, events and social activities for all residents to participate in throughout the year so that they can meet each other in a variety of social settings Hold Neighbourhood Panels at least 4 times a year involving staff, residents and contractors (where necessary) We will hold a Have Your Say Day at least annually Carry out site inspections on an ad-hoc basis or when issues are identified by residents. Maintain all communal areas as per our Grounds Maintenance contract Arrange visits with residents after 2 weeks of moving in Provide information to all residents via website, Community Matters, People First and annual calendars Provide information to all residents who participate, and follow up actions Arrange annual to consider ideas and suggestions on how improvements or changes can be made on areas of concern or improving your neighbourhood / community, property and so on Provide feedback to all residents within the area within 14 days of the inspection taking place Monitor contract against the actual standard of service. 12 appropriate We will monitor internally and report as appropriate We will monitor internally and report in the Annual Report. We will monitor internally and report as appropriate Suggestions / feedback will be reported back via the People First and You said we did, also the Annual Report We will monitor internally and report as appropriate Report at quarterly Grounds Maintenance / Residents
Provide information to all residents on what they can expect from the Grounds Maintenance service Remove offensive graffiti within 1 working day of it being reported and other graffiti within 5 working days Remove any fly tipping and other litter that is on our schemes and which we believe to be a threat to life or hazardous to the environment within 7 working days Visit investigate any reports of abandoned, sublet or illegally occupied properties within 7 working days Residents will be Committee meeting / able to access Neighbourhood Panels/ Contractor Portal so that they can rate the Customer Acton Panels /site inspections service provided Via the resident We will monitor handbook / leaflets/ internally and report as website/ appropriate We will make sure We will monitor that all staff are internally and report as aware and that they appropriate respond accordingly - Monitoring Monitor ( as above) We will monitor internally and report as appropriate Monitor ( as above) We will monitor internally and report as appropriate We will also: Provide you with a named and dedicated Area Co-ordinator for you and your neighbourhood Your Responsibilities You can help us by: By promptly reporting any graffiti or problems with rubbish to Pickering and Ferens Homes By advising us of any abandoned, sub-let or illegally occupied properties immediately 9) Our Anti-Social Behaviour Service Standards (HCA Neighbourhood and Community Standard) Respond to serious incidents of violence or Ensure that all staff We will report at hate crime within 1 working day of it being are trained effectively reported and are aware and respond accordingly - monitor Respond to other cases of ASB, harassment Monitor (as above) We will report at or low level nuisance within 5 working days of it being reported Agree a course of action with residents Monitor (as above) We will report at reporting anti-social behaviour or harassment 13
Offer advice and support to residents completing diary sheets and keep in contact with them at agreed intervals Contact residents involved in anti-social behaviour cases on a regular basis and at appropriate intervals to update them on the agreed course of action We will also: Staff should provide quality contact via phone or face to face Staff should provide quality contact via phone of face to face feedback to residents letting them know what is happening We will report at We will report at Offer all residents reporting anti-social behaviour additional support or signpost them to other appropriate outside support services Provide a named contact who will be responsible for working to resolve the problem Make sure that staff have up to date and appropriate training on anti-social behaviour and hate crime Work in partnership with the Local Authority, Police and other appropriate organisations Your Responsibilities You can help us by: Being a good Neighbour Trying to resolve the problem yourself without involving Pickering and Ferens Homes where it is safe to do so Respect other residents rights to their chosen lifestyle and everyday reasonable levels of disturbance. Examples of this may be mowing the lawn, using the washing machine Completing diary sheets when you have agreed to do so Report all incidents of bad behaviour including ASB, harassment, domestic abuse to PFH as soon as possible Immediately reporting crime, threats, racial abuse, acts of violence vandalism to the Police. 10) Our Complaints Service Standards (HCA Neighbourhood and Community Standard) Acknowledge receipt of your complaint within 3 Ensure that staff are We will report at working days and log in onto our internal IT trained effectively and system respond accordingly in the complaints process 14
The investigating Officer will respond to your complaint within 5 working days from the date of acknowledgement If we do not resolve the complaint at the first stage we will review the complaint again within 10 working days from receipt of the complainants dissatisfaction Provide you with an explanation as to the reason for the delay and let you know when you can expect the full response from us if we know we will be unable to meet the set timescales Take your complaint to a Complaints Panel if we have been unable to reach a resolution which is satisfactory to you. 20 working days from the customer indicating their dissatisfaction with the response to the complaint Keep customers informed of how we have performed in relation to handling complaints Apologise when things have gone wrong and learn from all complaints. Monitor (as above) We will report at Monitor (as above) We will report at Monitor (as above) We will report at The Panel will consist of Trustees and a PFH staff member who have not been involved in any aspect of the complaint previously We will provide information in our annual resident report We will use them to improve services We will report at We will report through the annual report and in People First and will discuss internally at Report the number of complaints we receive and any learning opportunities to residents in our annual Report 11) Our Rent Setting Service Standards (HCA Rent Standard) We will not charge rents higher than those Ensure that we follow We will report increases recommended by the government HCA regulatory to Board and the guidelines on rent regulator on an annual increases for basis. Registered Provider s and Almshouses We will send rent increase letters that give at Ensure that we All rent increase letter least one month s notice of any increase in comply with our swill be sent on time charges obligations in the License 15
12) Our Value for Money Service Standard (HCA Value for Money Standard) Have a rigorous tender process so that all major works and reactive maintenance works are tendered to make sure we can access services at a preferential rate Regularly test the market to make sure that we are getting value for money Ensure that all tender processes are agreed and monitored Ensure that our procurement policies and practices are upto-date and reviewed regularly; ensure that we submit timely information to Housemark to enable effective benchmarking processes to take place. Maintain and report on key VFM data Set targets each year in our Business Plan to Ensure that we We consider and report monitor performance review our on performance at operational and strategic key, and at each performance Audit and Board indicators on an meeting. We will also annual basis. report key information through the annual report to Residents and our VFM selfassessment report Reported through to the Board We consider and report on VFM at monthly performance, and at each Audit and Board meeting. We will also report key information through the annual report to Residents and our VFM self-assessment report 16