Report 2012 - Wishaw and District Housing Association

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18 Complaints and Appeals Responding to Complaints Whilst the Association always aims for the highest possible standards we realise that there will be times when service users wish to appeal a decision or feel that they have just cause for complaint. We see appeals and complaints as an important opportunity to improve our current and future service delivery and during 2011/12 we received ten complaints about various different aspects of our service. Process % Meeting Target Acknowledgements of receipt meeting 67% – average time to respond 3.1 days 3 day target Responses meeting 10 day target 92% – average time to respond 4.8 days Complaints proceeding to Complaints Committee 2 Meeting target time of 20 days to convene complaints committee hearing 100% – average time 2 days Meeting target time of giving at least 5 days notice to complaintant 100% – average time 6.5 days Meeting target time of 5 days to issue decision 100% – average time 3 days Complaints requiring Ombudsman decision 0 Complaints Upheld 10% Rejected 70% Partly Upheld/Partly Rejected 20% This coming year sees the introduction by the SPSO (Scottish Public Services’ Ombudsman) of a new model complaints handling procedure that will be require to be adopted by all RSLs. The model procedure for RSLs has been published in line with the recommendations of a government appointed working party called the Sinclair Committee, these recommendations being that the SPSO simplify and improve complaints handling by developing standardized procedures. The RSL model has been developed in consultation with the housing sector, guided by an advisory panel of housing association representatives and a steering group of key housing stakeholders including the Scottish Housing Regulator, the Chartered Institute of Housing, the Scottish Federation of Housing Associations and the Tenant Participation Advisory Service. Staff News Our longest serving employee, Tracey Fyfe (pictured below with Chairman, Edward Mullen) reached the admirable service milestone of 25 years in June this year. Having staff with a long continuity of service gives depth, stability and credibility to an organisation. At the very least we benefit from long memories of how things have evolved and changed. We very much appreciate Tracey’s part in making the Association what it is today. More sadly, we are sorry to have to report that our former Customer Services Assistant, Jane Kerr, who retired in 2010, and who will be well remembered by many of our tenants from her time working in our reception, died during the year after a long and brave battle with cancer. In 2011/12 once again we had zero staff turnover. Our staff absence rate due to sickness was 3.0%.
Staff Team Our staff team is now: CHIEF EXECUTIVE Anne Cooper TENANCY SERVICES Assistant Chief Executive Elaine Lister Housing Operations Manager John Stevenson Allocations Officer Tracey Fyfe Allocations Assistant Donnamarie Beattie Owner Services Officer Alan Richardson Housing Officer Helen Ross Housing Officer Susan Tait Senior Housing Assistant Robert MacAlpine Housing Assistant Gemma Lumsden TECHNICAL SERVICES Technical Services Manager Colette McKenna Maintenance Manager Terry McKenna Maintenance Officer Ged McFarlane Development Officer Mykela Heath Clerk of Works Gordon Smith Maintenance Assistant Louise McGarrell Minor Repairs Operative Jed O’Neill Minor Repairs Operative Willie Smillie FINANCE Finance Manager Andrew Whitehead Finance Assistant Fiona Adams CORPORATE SERVICES Corporate Services Manager Sharon Kewley Senior Customer Services Assistant Anne Michelle Currie Corporate Services Assistant Lynn Wyper Customer Services Assistant Sharon Harkin Customer Services Assistant Betty Young Officer Cleaner Kitty Kilpatrick Top left: Tenancy Services Inset: Chief Executive Middle left: Corporate Services Middle right: Finance Left: Technical Services 19
Page 1 and 2: Wishaw & District Housing Associati
Page 3 and 4: Chairman’s steadfast commitment,
Page 5 and 6: Managing Tenancies Common Housing R
Page 7 and 8: Living With Neighbours The occasion
Page 9 and 10: Maintenance News Scottish Housing Q
Page 11 and 12: The Cost of Maintenance Works Betwe
Page 13 and 14: People and Communities We believe t
Page 15 and 16: Our Little Patch of Green - Easter
Page 17: Our capital expenditure this year o

Report 2012 - Wishaw and District Housing Association

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