Board Minutes
14th April 2010
Board meeting – summary notes
The following is a summary of the key issues from a Board meeting held on 15 April 2010
Performance Report
A summary performance indicator report for March 2010 was presented to the Board and a number of key points were highlighted including:
Percentage of incoming calls answered and Average time to answer calls in seconds: the performance has improved compared to recent months despite the Customer Service Team still experiencing quite high levels of staffing issues and long term sickness
Percentage of homes with a valid gas safety certificate (CP12): performance has improved at 99.9% of homes with a valid CP12 with two outstanding CP12s at the year end.
Percentage of homes failing decent homes standard: it was noted that 100% of homes had met the Decent Homes Standard by 31 March 2010.
Percentage of social housing current tenant rent arrears: at the year end the performance was 4.57% which is better than the target set of 5.1%. The Board acknowledged the achievements in this area and expressed thanks to the Income Management Team.
Number of evictions for arrears: the number of evictions has reduced from 25 in 2008/9 to 11 in 2009/11.
Average number of days to re-let: the voids performance is below target and a service improvement action has been included for 2010/11 to review the approach to this issue.
Development Control
A report had been circulated detailing the confirmed 2009/10 allocations received from the HCA and the confirmed 2010/11 allocations totaling 100 units.
Governance Review – Board appraisal and development action plan
At a training seminar in November 2009 an appraisal of the Board was undertaken following the HQN methodology by answering 13 questions being key tests of excellent governance. Following that review a list of action points were considered and agreed by the Board in January. An action plan from each of the points has subsequently been prepared and was duly approved.
Continuous Improvement Review – services to outlying estates
A continuous improvement review of services to outlying estates had been completed. The key aim of the review was to establish whether the Association can provide the same standard of service to outlying estates, what is the cost of providing that service and if costs are higher than normal what are the options of reducing them. The group identified a number of outlying estates and selected one for detailed review. The conclusions reached from the review were that there is only a marginal additional cost in managing the outlying estate; that satisfaction levels are lower compared to the Association as a whole but these issues can be addressed by introducing local service standards. A similar review of other outlying areas will be included in the Housing Services Service Improvement Plans with progress monitored by the Regional Resident Forums.
ICT Capital Expenditure Budget 2010/11
The Board reviewed an analysis of the ICT capital expenditure budget proposed for 2010/11 and justification for the expenditure. The provisional budget was agreed by the Board in March of £428k and the Board approved to release funding from the budget to fund a number of imminent projects.
Development Strategy
The Development Strategy 2010/11 had been circulated. The Strategy sets out the corporate priorities and direction. Before being approved it was suggested, and agreed, that the strategy should include that the Association will consider any new initiatives materializing in view of the changing markets e.g. mortgage rescue scheme.
Insurance Renewal
A report detailing the Association’s current and proposed insurance arrangements was circulated illustrating that the Association had negotiated a favourable premium for 2010/11.
Housing Services Report
Out of Hours Services: a contract to provide out of hours service has been awarded to a new provider, who will not only deal with repair orders but will deal with any other query from residents e.g. ASB issues.
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