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Hydewide Residents Voice (HRV)

HRV is Hyde’s most senior level residents’ group. They work closely with the Directors of Service, scrutinising Hyde-wide performance and finding opportunities for improvement. They also influence decision making that effects resident services and oversee resident led inspections of services.

HRV consists of up to 15 residents that monitor and scrutinise housing performance submitted by services within The Hyde Group. They are mostly residents who rent homes from Hyde, but they do have one Home Owner representative and an independent member. They link directly to Hyde’s governance structure through the Chair and co-opted Vice chair (Chair of HRE) attending Group Housing Services Board.

Please see below a summary of their last meeting.

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Summary of meeting - 27 September 2016

HRV invited the Director of Property Services, James Shaw (JS), to discuss the performance of Hyde’s repairs service and upcoming improvement initiatives. They also received an update on the ‘Look Again’ project from Paul Singleton, Director of Business Improvement. This is an ongoing project looking at reviewing and improving service delivery to residents.

HRV - satisfaction with repairs is increasing; what will the repairs service do to ensure continual improvement?

JS - Resources have been focussed on recovery - making sure the basics are right and satisfaction is improving. We are now looking at innovative solutions to get an even better service, including the full introduction of the Accuserve system and price per property.

When will Accuserve ‘go live’?

JS – Accuserve software will enable more accurate job costing, performance reporting, gas compliance and voids management; and will help towards a more cost effective and closely managed service. Hyde Property Services (HPS) are currently using Accuserve for gas servicing; it is planned for the system to go live for all HPS repairs in late October. Other repairs contractors already use similar systems. 

HRV challenged around performance info - how does Hyde ensure that repairs statistics are correct?

JS - Both Mears’ and Keepmoat’s missed appointments are logged automatically on their PDAs (handheld computers) so can be proved.  If the contractor does not turn up, the resident is reimbursed. If the resident is not in, there is a recharge. This is one of the benefits of Accuserve and similar systems.

Update on Price per Property (PPP)

With PPP the cost of work on a single property is capped. This ensures that contractors do not keep billing for recurring small jobs and are encouraged to complete work during a single visit otherwise their costs increase. PPP is being piloted for 6 months and so far results are good. PPP will be introduced across Hyde’s various contracts, starting with Mears and then Keepmoat. Gas work is already contracted out on a PPP basis.

HRV were also concerned that void performance is not improving, with some still taking too long to let.

It was agreed that Hyde would provide a report on voids and lettings at the next meeting. 

Look Again project report

‘Look Again’ is reviewing how residents request and receive services with the aim of making this easier and more efficient. The focus is about getting the service right at the first point of contact by specialist staff and dedicating services to the front line where they are most needed.

Services reviewed so far include Lettings and ASB. Specialist ASB staff are being introduced who are the first point of contact when a resident calls the Customer Call Centre about ASB. They are able to offer advice and help immediately and the resident doesn’t need to wait for a call back.

The next stage of Look Again will focus on a review of estate and tenancy services. HRV are taking part in a ‘customer journey mapping’ workshop and further consultation about the project and resident communication.

Full minutes of the meeting will be available once they have been agreed by members.

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