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Responsibility

Being proud of how we take responsibility and how we encourage others to take responsibility

YFory corporate theme Action, Measure or activity Type Source Period Target Progress or Performance Progress year to date Assurance Owner Regulation Standard Evidence
We will work towards being the best’ We will carry out a tenant satisfaction survey and we will improve on our previous figure of 84% Existing Target One off Achieve The STAR survey was completed between August and October 2017 with the final report completed on 5.12.17.  We scored 85%, against the housemark benchmark for overall satisfaction was 85%, which puts us in the second quartile. Achieved Star survey Vic Slade 2 STAR Survey results
We will complete 100% of emergency repairs within target time Existing Target Quarterly Achieve Achieved every month so far from April to December 2017 with exception of June 2017 (99.6%) VS 7.2.18. We are averaging 99.96% for the year to date, we have achieved 100% for 11 of the 12 reported periods. VC 16/04/18 Achieved Report to Board Vic Slade 2 As per monthly KPI reporting
The percentage of tenants who are satisfied or very satisfied with our repairs will be greater than 97% Existing Target Quarterly Achieve Achieved every month so far from April to December 2017 VS 7.2.18. We averaged 99.52% for the year, achieving 100% in 10 of the 12 reporting periods. VC 16/04/18 Achieved Report to Board Vic Slade 2 As per monthly KPI reporting
We will keep more than 90% of repair appointments Existing Target Quarterly Achieve Achieved every month so far from April to December 2017 VS 7.2.18. We averaged 99.84% for the year VC 16/04/18 Achieved Report to Board Vic Slade 2 As per monthly KPI reporting
We will answer more than 95% of calls to the contact centre Existing, target Target Quarterly Achieve 95.97% year end.  March impacted this target due to the adverse weather/office shut down Achieved Report to Board Vic Slade 2 Reported through CCM reports weekly/monthly.
We will on average answer calls to the contact centre in less than five seconds Existing, target Target Quarterly Achieve 3.52 seconds year end Achieved Report to Board Vic Slade 2 Reported through CCM reports weekly/monthly
We will let homes quickly and we will reduce the average number of days a property is empty to 35 days including temporary accommodation Existing Target Quarterly Achieve 41.61 days for April – December 2017. We averaged 37.73 for the year. VC 16/04/18 Exceptional Reporting Report to Board Vic Slade 6 KPI Reporting
We will exceed 2016/17 occupancy turnover rate (211%) in our temporary accomodation units Existing Target Quarterly >211% Currently 177.78% after three quarters On schedule Report to Board Vic Slade 2 Capita report
We will ensure yearly appraisals are conducted with employees, Democratic Body, Audit Committee and Board Existing Task Annual Achieve Board appraisals are complete, audit committee are complete, employees are on going and Democratic Body are planned for 2018 On schedule Appraisal forms Mike Owen 1 Data not entered
We want to provide support and information to our members to empower them We will increase the number of tenants who are very satisfied with their opportunties for involvement Existing Target Annual Achieve The STAR survey was completed between August and October 2017 with the final report completed on 5.12.17.  We scored 48% for this measure. On schedule Star survey Vic Slade 2 STAR Survey results
Making Democratic Board papers available on intranet/extranet five days before meeting Existing Target Annual Achieve DB meeting dates are published and agendas are made available five days before a meeting on website and the open issue meeting packs are published on the Cwtch Achieved Report to Members Mike Owen 2 Report from complaints system
We want to share skills and learning between members We will quantify the value of training we provide to tenant members New Task Annual Achieve Allison Soroko to update On schedule Report to Members Lorraine Oates 5 Allison Soroko
We will target skills training with over 200 hours of training for tenant members New Task Annual Achieve 174hrs delivered126hrs First Aid at  Work – 6x tenant members for 3x days42hrs L2 Health and Safety in the Workplace – 6x Tenant Safety Forum members for 3x days6hrs Practical First Aid Techniques – Delivered in St Tydfils court 45mins practical CPR for Resident Fire Safety Forum and other tenants 8x attendees for 45mins Exceptional Reporting Report to Members Mike Owen 5 Report from attendance sheets
Hold three showcase events per year to staff and tenants, board and democratic body New Task Annual Achieve Eight showcase events have been held so far Achieved Report to Members Mike Owen 5 Four breakfast sessions, two handy home hint sessions, one HSE and one staff away day
We will take responsibility to communicate effectively and always seek positive outcomes for tenants We will reduce by 10% the number of complaints about poor service Existing Target Annual Achieve Complaints reduced from 116 to 67 – a reduction of 42% Achieved Report to Board Mike Owen 2 Standing Orders document
We will reduce the number of successful appeals against complaint decisions by 20% Existing Target Annual Achieve Appeals reduced from 16 to 8 in 17/18 – a reduction of 50% Achieved Report to Board Mike Owen 2 Bribery & Corruption Policy and processes
We will publish and follow a new Welsh Language Standard New Task Annual Achieve Performance Standards are on hold. WG consulatation has taken place but no feedback has been given – awaiting the outcome of this. Currently abiding by our WLS On schedule Report to Board Mike Owen 7 Data not entered
We will support others to reach their full potential through grants and support The amount of money we spend through local social enterprises will exceed Ł150,000 New Task Annual Achieve achieved On schedule Financial Statement Lorraine Oates 5 See above
We will select a Members charity to work with cloesly through the year New Task Annual Achieve Merthyr MIND is our chosen charity for 2017/18 – Ł1928.30 was raised in the year. Alzheimers Society Cymru is our chosen charity for 2018/19. Achieved Financial Statement Lorraine Oates 5 December Management Accounts
Will will support local community groups through our Ł36,000 grants and sponsorhip budget Exisitng Task Annual Achieve Ł43,441 donated in 2017/18 Achieved Financial Statement Lorraine Oates 5 December Management Accounts