Tenant Services Authority approves of improvements to service resulting from SNI action plan

In October 2009 a number of HydeMartlet services were inspected by the Audit Commission, an independent watchdog measuring efficiency and effectiveness in local public services to deliver better outcomes for everyone.

The inspection focused on the following services:
- Responsive repairs; and
- Gas servicing

The inspection also included an assessment of how HydeMartlet is addressing three cross cutting themes: Access and Customer Care, Diversity and Value for Money within the services included in the inspection’s scope.

In response to the inspection we created an action plan which can be viewed below. We involved residents in the writing of the action plan and also asked for residents’ views on our progress against the promises that we made in the plan.

The feedback that we received was that residents can see an improvement in the services inspected. Our independent customer satisfaction surveys are also showing that satisfaction with our repairs service has increased with 88% overall satisfaction in September, compared to 82% in May.

The Tenant Services Authority (TSA) – the independent regulator for affordable housing in England and Wales agrees and has written to us to tell us that they are satisfied that we have delivered improvements to services and that we have plans in place to continue improving.

Paul Featherstone, Managing Director of HydeMartlet, said "This is great news. We are committed to improving services for residents and this is a great example of what can be achieved with resident involvement".