The Service Improvement Framework
The Service Improvement Framework drives continuous improvement throughout the organisation, providing the structure and methodology for all our quality and improvement programmes within One Housing Group. A key component of the Service Improvement Framework is the Resident Involvement Framework which ensures we utilise all resident feedback into our service improvement plans.
Service Improvement Plans
Every year the Service Improvement Team works with each Service Area to produce a service improvement plan. These plans outline the key activities that staff will undertake in order to deliver improvement. They focus on key issues identified through service reviews, gap analysis exercises, performance and audit reports and any issues that have been identified by residents.
New Service Improvement Plan- 2010/2011
Between September and October 2009 we used feedback received as part of the Resident Involvement Framework to conduct a service improvement vote.
The vote, which asked residents to choose their top priorities from a list of the 23 most commonly raised issues, identified which 5 improvements were most important to them overall. Since then resident reviewers have been working with staff to set targets and improvements in these key areas and all 23 improvements will be made by April 2011.
Details of these improvements can be found in the new Service Improvement Plan. You can also find regular updates on the top 5 by visiting the Resident Impact Project page.
This process is being regularly monitored and the Group and area Boards will ensure that they inspect staff performance regularly over the coming year to maintain standards.
Do One Thing Better
The Do One Thing Better programme was launched in September 2008. This programme provides operational staff with the opportunity to look within their team and come up with ways to improve the service they deliver. The Service Improvement Team facilitates workshops throughout the year with the different housing teams and works with them to develop a series of actions aimed at delivering a more efficient service. These plans are reviewed and updated quarterly to ensure continuous improvement.
Solutions Box
The team has set up a mailbox for all staff called the ‘Solutions Box’. The purpose of this is to enable residents to have an opportunity to send ideas, thoughts, suggestions and comments through to the Service Improvement Team. Once we have received your emails we will consult with the relevant Manager on your behalf to see if we can put your idea into place. Once we have done this, we will let you know the outcome of your suggestion. The Service Improvement Team will look at all the ideas we receive and the resident with the best idea will receive a voucher as a thank you for taking part. Send your ideas to Solutionsbox@onehousinggroup.co.uk