Many of you may have been involved in particular customer Sounding Boards at one point or another, but you might not know about all the useful work being done by Sounding Boards across Coastline. Here's an update on some recent Sounding Board activity.
Neighbourhoods Services Sounding Board update
Our Sounding Board's been busy since April working on the customer stock tour which was a great success. Everyone has agreed that it should become an annual event.
We've also been working on "Neighbourhood News", our first newsletter.
It's been agreed that whenever Coastline Housing has no option but to remove a tree, we will replace with British cherry trees.
We're also planning to look at parking and the idea of a caretaker service in a bit more depth. We're also about to start a review of the neighbourhood management policy.
We have an exciting target over the next twelve months to transfer leadership of the Sounding Board to a customer rather than staff member. Although there will always need to be certain corporate matters which need to be covered, we are aiming to have a truly customer led service.
Planned Maintenance Sounding Board Update
Topics covered by the Planned Maintenance Sounding Board over the last 12months include:
5 Year Plan Review - Updates/programme amendments agreed with the group, together with method of sending the document to customers.
Planned Works Refusals - questionnaire sent out with the above and feedback collated. A longer term aspiration for the group is to identify the various reasons for customer declines and seek ways to overcome these, in addition to the alternative option of us undertaking works whilst properties are void.
External Painting & Repairs - the group has approved the colour choice pallet offered to customers, together with consultation on the preferred method for seeking colour choice in advance of works commencing on site.
Kitchens - the group members have been consulted with and approved alternative door/drawer front colours
Contractor's Code of Conduct Policy Review - the group members were given the opportunity to read over and comment on this update and whose comments/amendments were then fed back to the Executive Team and Board.
Advantage South West (ASW) Procurement Club - members were given a briefing on the aims and aspirations of our membership of this club, comprising 10 other RSL's within the south west area at the last meeting, plus a copy of the last newsletter was circulated to them.
Volunteer members from the group were then sought and have attended 2 events recently, on behalf of the group, to represent CHL, namely a Residents' Event - attendance at a 1 day seminar to indicate the work of ASW - and a Residents' Kitchen & Bathroom Products Review Day.
Tenancy Management and Anti-Social Behaviour (ASB) Sounding Board update
This Sounding Board has re-done the Policies and Procedures for ASB, Possession Procedures for ASB and Domestic Violence, Hate Crime, Domestic Abuse, ASB Publicity, Victim and Witness Support Procedure and How To Take And Write Witness Statements Procedures.
Members have also agreed to amend the Probationary Tenancies to two 6-month periods rather than one year, to combat extreme cases of ASB and enable us to refuse to continue tenancies for nuisance customers.
We have increased members from 1 to 6 and have another customer to join in the pipeline!
Equality and Diversity (E&D) Sounding Board update
The E&D Sounding Board has just been consulted about the E&D action plan in preparation for Audit Commission Inspection. They have agreed with the action plan and have also agreed to monitor at each meeting. Members have also been asked if they have (or if they know of any other customers who have) any suggestions to put forward.
Supported Housing Sounding Board update
This Sounding Board recently held feedback sessions regarding Supported Housing, where members were asked to tell us the things we did well and the things we could do better. The aim of this was to see if there were any points that needed to be included within the Sheltered Housing Project Plan in preparation for Audit Commission inspection.
A paper presentation was given to members regarding the background and key points about the Supporting People Quality Assessment Framework.
An overview of Coastline's ActiveLink service was given to members in the hope that members would help to promote the service to the wider community.
Members were given a draft Customer Feedback form for comments with the intention of formalising a process of obtaining regular service specific feedback from sheltered customers from October 2008.
Regular updates are always given on progress of Sheltered Housing Strategy and this Sounding Board's Impact Assessment.
Members were advised that, since the last meeting, a resident not on the Sounding Board had assisted with the recruitment process for the appointment of a new Supported Housing Officer at Trelawny Court/Bospowis Flats/St Martins Crescent, Camborne.
The group discussed anonymously a formal complaint that had occurred at Miners Court, along with the outcome and resulting service improvements.
The leader asked for volunteers from the Sounding Board to assist with the cleaning contract tender process and eventual contract monitoring. Approximately 6 people volunteered.
Future plans include a meeting to be held at Carrick Lifeline to enable members to have a better overview of the services provided and how calls are handled, a Sounding Board Away Day at Flambards on 18 September, 2008 and a review of Sheltered Housing Service Standards document.
Income Management Sounding Board update
This group has drawn up the Income Management service standards, which are soon to be published. Members have also gone through the newly written standard arrears letters, making amendments where appropriate.
The group also discussed and suggested ideas for the next prize draw incentive scheme for August, as well as coming up with ideas for the forthcoming Income Management Estate Walk about / Blitz day, in week commencing 11th August 2008
Finally, members came up with some ideas for the Income Management area of the company website, which are about to be put in place.
Editorial Sounding Board update
Members have continued to meet quarterly and suggest and/or write various articles for the customer newsletter 'Coast Lines'. They were also involved in helping to create the reader survey that was sent out with the Summer edition.
In addition to this, members have been helping with proof-reading and commenting on past editions of the magazine.
This Sounding Board was instrumental in setting up a 'plain language kite mark' which is designed to ensure all of Coastline's corporate literature is clear and easy to read. Members regularly review leaflets to make sure they are up to standard!
