YHN Delivery Plan 2012-13 - Your Homes Newcastle

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flexibly to customers in high-riseblocks. To ensure we are able torespond promptly to customerrequests, we are also investing inmobile working technology, providingappropriate staff with hand-helddevices to which the customer requestis sent.We will continue to help our customersto meet their needs through onlineservices delivered through ourwebsite, and will be linking up withNewcastle City Council in a campaignto promote digital inclusion.ICT security is an important part of ourwork, ensuring that information held onour ICT systems is properlymaintained and protected.We continue to support our efficiencyagenda through ICT, and will introducesystems to make PCs turn themselvesoff at night when not in use.Environmental SustainabilityWe adopted our EnvironmentalSustainability Strategy in April 2011,setting our vision to become the mostenvironmentally friendly housingorganisation in the North East. Toensure we achieve progress in thisarea we have become a member ofthe Sustainable Homes Index forTomorrow (SHIFT), a sustainabilityassessment tailored to the housingsector, and will undergo a public auditlater in 2012/13.We recognise that our businessactivities are both contributing factorsto and at risk from climate change andare making efforts to adapt ourpractices accordingly. In addition werealise that many of our customersface fuel poverty and we want to helpthem minimise these impacts in future.Both of these areas are addressed inour Environmental SustainabilityStrategy and Action Plan, the key aimsof which are to:Achieve a 6% reduction in ourcarbon footprint by 2013 againstour 2005 baseline;Reduce the environmentalimpact of the housing stock wemanage and build; andInform and encouragebehavioural change by ourtenants and staff.To date we have put a lot of effort intoimproving the environmentalperformance of our existing and newbuild properties; for example during2011/12 we upgraded 472 windowsfrom single to double glazing andinstalled 398 cavity and loft insulationmeasures. We also carried outassessments to support the creation of1547 new Energy PerformanceCertificates.We have built 15 properties to theCode for Sustainable Homes levelthree, and a further 41 to level four;our customers in these properties havereceived comprehensive home userguides to help them minimise theenvironmental impacts of living in theirnew homes. To support tenants in ourexisting properties we also have aservice level agreement with theEnergy Centre at Newcastle CityCouncil to provide home visits totenants struggling with fuel povertyand to provide advice at public andcommunity events. We have installeda further 43 Solar PV systems at ournew build properties and also hope, bythe end of the financial year, to haveinstalled PV systems at 30 blocks toprovide electricity for communallighting, elevators and external lighting.In 2012/13 we will continue the goodwork we have been doing, not only byimproving building fabric but also by18
adding greater value to our advice andsupport to our customers to help avoidfuel debt and poverty. Specific actionsthat we will undertake include:Improving the advice andsupport we offer our existingcustomers through the provisionof environmental sustainabilityinformation on our internet pageand through publication of ahandbook for tenants.Through our SLA with the CityCouncil’s Energy Centre,conducting at least 125 HomeVisits and attending at least fourevents for our customers.Reducing our carbon footprintby 2%.Building new properties to levelthree or higher of the Code forSustainable Homes.Monitoring the performance ofour existing micro-renewableinstallations to inform future rolloutof this programme andbetter understand how we canhelp tackle fuel poverty.Holding at least quarterlymeetings of the new ‘GreenNetwork’ for employees.Assessing the environmentalperformance of at least four ofour offices and implementingimprovements.Achieving at least a Bronzeaward in our 2012/13 SHIFTassessment.Solar panels on new buildhomes at Colwyne Place,BlakelawTeaching children about recycling at theThomas Gaughan Centre19
Page 3 and 4: Forewordby Steve Murphy,Chair of Yo
Page 5 and 6: 1. IntroductionYour Homes Newcastle
Page 7: Working with Newcastle CityCouncil
Page 12: The principles behind managingperfo
Page 15 and 16: 4. Key cross-cutting themesProvidin
Page 17: treating everyone fairly and withre
Page 22 and 23: tenancies supported outside of Newc
Page 24 and 25: Strategic objective achievements201
Page 26: Adaptations Panel. It hasrepresenta
Page 29 and 30: 6. Looking forward: what we aim to
Page 31 and 32: Strategic objective: Refurbishing a
Page 33 and 34: housing servicesEnables benchmarkin
Page 35 and 36: Northgate Housing v6Community Housi
Page 37 and 38: Strategic objective: Support and Ca
Page 39 and 40: Business Strategy relating to welfa
Page 41 and 42: Wider Management Team targetsThe ta
Page 43 and 44: Finance andResourcesHuman Resources
Page 45 and 46: The YHN Service Plan 2012/13What is
Page 47 and 48: Organisational structureChief Execu
Page 49 and 50: Service standardsAssets and Informa
Page 51 and 52: Directorate: BusinessTeam: Business
Page 53 and 54: Team targetsPolicy and Business Sup
Page 55 and 56: Directorate: BusinessTeam: Investme
Page 57 and 58: Directorate: BusinessTeam: Organisa
Page 59 and 60: Directorate: Chief Executives Offic
Page 61 and 62: Directorate: Chief Executives Offic
Page 63 and 64: Directorate: Finance & ResourcesTea
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Provide actual leasehold charges to
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Managers must ensure that all team
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eing referred to the service during
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Directorate: Tenancy ServicesTeam:
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Directorate: Tenancy ServicesTeam:
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Directorate: Tenancy Services (Supp
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Directorate: Tenancy Services (City
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Directorate: Tenancy Services (Hous
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Appendix 2- Housing Revenue Account
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Appendix 3- Modern Homes Programme
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For moreinformationlog ontowww.yhn.
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YHN Delivery Plan 2012-13 - Your Homes Newcastle

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