We undertook a Decent Homes Pilot Project to test our approach to achieving the Decent Homes Standard. We are currently undertaking a review of the project to see what lessons can be learnt and taken into our main Decent Homes Programme.
The review will cover:
The Customer Experience:
What you thought of how the works were delivered, the materials that were used and how well we communicated with you.
EHL's Staff Experience:
How the work was percieved by EHL's Staff and any customer feedback that was picked up during communication with customers.
The Constructors View of EHL:
We are working as a team to deliver the work and need to ensure that we are allowing the constructors to work as efficiently as possible.
Cost:
How much are the works costing to deliver against predicted cost.
Performance against Key Performance Indicators:
These allow us to monitor the constructors performance against agreed standards and to set targets to improve performance.
The Constructors are in discussion with the Eastbourne Borough Councils Planning Department regarding the site compounds, we will keep you informed of the outcome.
Here are the results.
We have held the review of the Pilot Project to take on board the views of our customers, the views of EHL staff and the views of the Constructors. We have:
- Analysed the comments that you made on customer feedback forms
- Held an open day for customers who have had Decent Homes works carried out
- Held a workshop with United House and Apollo
- Sought feedback from Eastbourne Homes staff
The following main points have come out of the review:
- Resident satisfaction has been high at 97%
- You felt that the Constructors staff are trustworthy and helpful
- Apollo and United House’s Health and Safety performance has been good
- You thought that the materials being used are of good quality. The suppliers of kitchens, bathrooms and windows are working well with the Constructors
- There are good working relationships between the residents, United House, Apollo and Eastbourne Homes staff.
Areas for improvement were identified as follows:
- Some residents are refusing to have the work carried out – we need to find out why and what we can do to help our residents have their homes improved
- The site compounds need to have improvements made to their appearance and access
- Works to each property need to be better coordinated to reduce disruption
- The location of opening handles to windows above kitchen units needs to be improved to make them more easily usable
- We need to improve feed back to residents
We will be working with United House and Apollo to improve these matters and will report to you on progress.
