Continuous improvement
To achieve one of our core values of ‘excellence’
we are in the process of reviewing our service improvement
methodology and framework.
Over the past two years we have been testing a new way of
reviewing our services, using the principles of ‘whole systems
thinking’. These principles are based on understanding customer
requirements and demand for our services, so we can ensure that
what we provide meets what our customers want in the most efficient
and effective way possible. As part of each review we develop
measures that reflect the purpose of the service, which helps us to
understand and demonstrate how well we are performing, how we are
achieving value for money and how satisfied our customers are with
our services.
To date we have used these principles to redesign the following
services:
- Day-to-day repairs
- Older peoples service
- Income management
The following reviews are currently underway:
- gas safety
- antisocial behaviour
The following reviews are planned for this year:
- voids and lettings (due to start in October 2010)
- business development (group-wide, due to start in October
2010)
A service improvement strategy is currently being developed,
with input from residents.
If you would like to get more involved with the Trust in
improving services, please click below to register your
interest.
» Click here
to get involved