Objective 2:
Great Housing and Services
By 2021, we will:
Achieve an increase customer satisfaction ensuring we continue to deliver services that are relevant and meet needs of
customers and stakeholders; increase customer engagement and access to the customer web portal
Known as ‘Reality Check’ survey, views of all residents are gathered. Overall satisfaction has continually improved year-on-year and action
plans have been developed with the aim of increasing Customer Satisfaction at a local level and to address specific to responses.
Significantly environmentally improve existing units ensuring they remain high quality homes and help reduce fuel poverty
A strategic approach to improving the quality and energy efficiency of housing stock as demonstrated through the ERDF funded (£1.5m)
project which has delivered improvements to existing homes and helped inform future strategy. The ERDF project has also enabled an
enhanced planned maintenance programme to be delivered with for example insulation measures to complement kitchen and bathroom
replacements and high performance windows installed.
Procure along with other efficiency programmes, savings to re-invest into core purpose, evidencing high quality services and
products and standards
The major savings across the business continue to flow from the efficiencies via the in-house design, manufacture and construction
teams which are creating cost savings on developments. As well as cost savings, there are time savings as the timber frame units are
erected more quickly than traditional brick built homes. Costs saved are used in the development of new homes, improvement of existing
dwellings and support services to customers.
Further improve the quality, value and range of care services
Care continues to be a key area of service delivery for the Group however is not without its challenges; including the national financial
situation, increased quality expectations and regulation. Accord remains well placed though to maximise the opportunities – strong focus
on quality, good reputation, examples of innovation and diversity of provision.
Annual Report 2016
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