Page 15 - AnnualReport_2016
P. 15
Chairperson’s Report
Honorary Treasurer’s Report
Property Management Update
Customer Engagement and Communication
Corporate Improvement Objectives 2015/16

6 Corporate Improvement Objectives 2015/16


Improve Service Continue to process map and improve our customer service and business management processes. Achieved
Standards and
Performance Annual publication of tenant newsletter Achieved
Deliver effective communication to our external stakeholders through our Achieved
Communication Strategy and 2015/16 action plan

Improve our knowledge and communication with customers through customer proiling Achieved
Provide assistance to set up small local tenant groups Ongoing
Facilitate and support the introduction of tenant inspectors throughout our Housing schemes Ongoing
Promote the beneits of our Tenant Board Member to all our customers Achieved

Promote the beneits of membership of the RHA website Achieved
Continue to implement Section 75 duties and Disability action plans Achieved
Ensure all staff receive regular equality training
Retender our Measured Term Contracts for Response Maintenance Achieved
Conduct a business case into the provision of a directly employed Technical Operative Put back to year 2 after
tender of MTC contract
Tender our IT services contract Ongoing
Sustainable Resume a new build programme in a phased manner (in partnership with other likeminded On going
Business Growth Housing Associations) Yr 2

Develop opportunities for provision of mixed tenure housing Yr 2 Yr 3
Provide attractive, local, new build through use of our Rural Design Guide On-going
Be at the forefront of housing provision in rural areas with limited planning opportunities On-going
Through local links identify and highlight rural areas where latent demand testing is required On-going
Promote uptake of Tenants Direct Debit for payment of rent On-going

Promote payment of rents online through our new website Achieved
Continue to advise and update stakeholders on the changes within welfare reform Achieved
Upgrade our Housing Property Software to integrate all Financial systems Put back to year
2 due to stafing

Build up our relationship with external funders and lenders Ongoing
Ensure the Association continues to be viable in the short/medium/long term Achieved
through effective management of the Association’s assets
Through ongoing stock condition surveys continue to develop detailed proiling Ongoing
of our properties and their components
Invest £780,000 in planned maintenance projects over the next 3 years Ongoing

Rural housing association : annual report & accounts 2015-16 : 14
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