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The introduction of the government-led Best Value initiative has presented a new set of challenges for all housing associations, including Pierhead.
We have embraced the ethos and principles of Best Value and carefully planned our programme of reviews. By creating a timetable for the review of each of our service areas we intend to complete reviews of all key areas within the next few years. So far we have completed reviews into Customer Services, Communication and Information, Communal Services, Supported Housing, Void Property Management, Future Programme and Repairs and Maintenance. Working groups of tenants and staff carry out the assessments, encouraging input from a variety of people both inside and outside the Association.
As service users, our tenants form an integral part of the Best Value review process. At the beginning of the review process, we sent each of our households a National Housing Federation Tenants' Satisfaction survey, questioning tenants about our performance across the whole range of services we provide. The response from our tenants was exceptional, confirming Pierhead’s record as a responsive and committed landlord.
Using the results of the survey as a foundation, we have set up a series of tenants’ focus groups, which feed in to our best value service reviews, ensuring the maximum possible input from tenants into the process. The interest provoked by the focus groups has strengthened our tenants’ forum, with a number of new members recruited over the past year.
A summary of the results of the Best Value reviews carried out by Pierhead since 2000 are listed below.
· Customer Satisfaction
· Tenant Participation
· Communal Services
· Repairs and Maintenance
· Void Management
· Future Programme
· Supporting Tenants
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