| We will carry out inspections for housing disrepair within 10
working days of a service request. |
62 requests for housing disrepair inspections made by private
and social tenants; all completed within 5 working days.
|
Performance against service standards satisfactory; target can
be reduced to improve the service. |
No risk, due to full
complement of staff. |
| We will carry out inspections for payment of financial
assistance within 5 working days of a request. |
100% of DFG inspections carried out.
96% of Private Sector Assistance inspections carried out. |
Co-location of staff will improve joint working in the team and
sharing of tasks where they are unable to carry out inspections in
the timescale. |
Low risk, as the incidence
has been low (only 3 inspections have been late). |
| We will provide initial feedback to customers reporting empty
homes within 14 days of their complaint, and regularly update them
on progress. |
80 complaints; 90% responded to within 14 days with an update.
8 cases did not receive an immediate response due to ICT problems
accessing CTax records so unable to progress complaints. These
issues have now been resolved. |
Staff are aware that where ICT problems are preventing access
to systems, customers should still receive a response to their
complaint, as well as keeping in contact on minimum monthly basis
even where no change in status of the complaint. |
Performance has fallen below
standard, but actions will be taken to ensure that no further slips
in performance occur. |
| We will respond to all enquiries and applications for financial
assistance within 10 working days. |
100% responded to within 10 working days; 62% responded to
within 5 working days. |
Performance will improve with the relocation of staff and
improved sharing of workloads. |
No risk |
| We will carry out a first visit to discuss options and agree
how the Care & Repair service can help customers within 15
working days. |
100% carried out within 15 working days; average time to first
visit is 1.3 weeks. |
Performance exceeding target; target will be reduced to 2 weeks
to improve service to customer. |
No risk |
| We will assist customers to submit a Disabled Facilities Grant
application for non-complex adaptations within 12 weeks of a
referral by an Occupational Therapist, and 30 weeks for complex
adaptations. |
Non-complex adaptations:
Congleton HIA – 23 out of 65
Crewe & Nantwich HIA – 8/46
Macclesfield HIA – 18/53
Complex adaptations:
Congleton HIA – 1/13
Crewe & Nantwich HIA – 2/18
Macclesfield HIA – 0/4
|
Performance is very poor. This is partly attributed to a
backlog of work carried forward into 2010-11 as a result of a way
that cases were managed. Monthly performance management meetings
have been put in place, using real time case monitoring to monitor
progress of referrals. |
High risk. Performance by
HIAs is resulting in delays for customers. The review and
recommissioning of the HIA service will specifically address DFG
performance. |
| We will respond to maintenance requests within 5 working days
for Astbury Marsh Caravan Site. |
100% within timescale. 5 requests have been received, all
responded to within 24 hours. |
Performance is exceeding target. |
No risk |
