Great Housing and Services
Locality Delivery
We want to help deliver
sustainable communities,
supporting local people to
achieve their own goals by
working with them.
The Accord Group has always had a neighbourhood focus and is a
community based set of organisations. We shall further develop our
locality models by driving services closer to the customer enabling them
to shape what they need from us creating further efficiencies in service
delivery. We want to help deliver sustainable communities, supporting
local people to achieve their own goals by working with them. We will
build on our existing locality approach to housing services, with further
devolved locality models to align core housing management services.
This will create greater accountability to our customers, more direct
access to staff and faster resolution of customer queries whether it
be rent enquiries, repairs or complaints. It also addresses business
improvements.
There is a new and changing relationship with customers where there
is a ‘something for something’ approach. We recognise the impact
of welfare reforms such as Local Housing Allowance changes and
will therefore consider different ways to deliver the same services for
example shared tenancies for young people, estate champions, digital
champions and increasing the gathering of our customer insight and
intelligence to shape services. Our existing skills in providing homes
and support services to BME communities was enhanced in 2015
as Gharana Housing joined the Group. Based in Northamptonshire,
these schemes will continue to deliver quality services for older
people and look to expand that reach.
Delivery:
n Creation of ‘locality patches’ with dedicated colleague teams
delivering all of the services on that patch. By enhancing the
responsibility and ownership within the locality patch, we can build
closer relationships with our customers and use the information
to better shape the services delivered in the patch. We can
also develop better knowledge around demographics, political
environment, socio-economic issues, stock, customers and their
families.
n Planned investment in Information Services including the housing
system, to achieve real-time performance data
n Regular engagement with, and surveys of, our customers
n Offering a wider choice in how customers access services and
communicate with the Group.
Corporate Strategy 2016-2018
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