We’re inviting all customers to take part in the Places for People Group financial inclusion survey.Financial inclusion is all about ensuring customers are aware and can access advice and services to help live sustainably in their home. The survey is designed to measure how we currently provide financial inclusion activity across the various businesses in the group and what we could do better in the future.
Any updates we make as a result of feedback will be available online and in our magazine Derwent Life.To take part in the survey, please follow this link.
At Derwent Living, we aim to deliver excellent, timely, cost-effective and relevant services. Our approach to performance management is a challenging framework which ensures that we deliver the outcomes required.
Performance management is an essential part in the success of an efficient and effective organisation. Put simply, it brings to life our culture and values while systems are in place to help the organisation manage and improve its performance.
On 11 January 2018, the Homes and Communities Agency’s (HCA) non-regulation arm adopted its new trading name Homes England. From that point, the HCA’s regulation directorate, which undertakes the functions of the Regulation Committee, refers to itself as the Regulator of Social Housing (RSH). Until legislation is enacted, Homes England and RSH continue to be constituted as one body – the HCA – but operate with two distinct corporate identities.
The Board that governs Derwent Living’s services is responsible for meeting the standards and being transparent and accountable for the delivery of social housing objectives.
It is for providers to support residents both to shape and scrutinise service delivery and to hold the Board to account. To achieve this, Derwent Living has a scrutiny team and a programme of co-regulation in place. You can learn more about the scrutiny team and the work they do here.
Customer commitments allow you to see exactly how Derwent Living is meeting regulatory standards and performing in the areas that matter most to customers.
January - March 2019 performance
% met Decent Homes Standard
% of properties have received their annual gas service
% of blocks have a fire risk assessment
% of repairs completed right first time
% of customers who were surveyed who were happy with the repairs service they received
Neighbourhood & Community standard
% of tenants who were surveyed and were happy with the way their ASB cases were dealt with
% of serious ASB cases that were responded to in one working day
% of tenants surveyed who were happy with the grounds maintenance service they received
% of tenants surveyed who were happy with the internal cleaning service they received
The average number of days it takes to re-let an operational void from tenancy termination to new tenancy commencement
% turnover within a rolling twelve month period
Tenant Involvement & Empowerment standard
% of formal complaints acknowledged within two working days
% of formal complaints responded to within ten working days
Publication of the annual report
Published on website by 1 October
Publication of tenant commitments on the website
To be completed after each quarterly period of reporting
Value for money
The housing regulator in England, the Regulator of Social Housing requires housing providers to articulate and deliver a comprehensive approach to achieving value for money. This is to take account of the corporate objectives, along with the interests and commitments we share with our stakeholders.
This means managing resources economically, efficiently and effectively to provide quality services and homes, and delivering year-on-year improvements in value for money.
Derwent Living is focused on providing good value for money. Our customers want good quality homes and services but expect us to be as efficient and effective as possible so that we can keep costs down.
In order to inform and involve customers we give frequent updates in our magazine Derwent Life and on our website to show how we are using our resources to provide services. We also attend meetings of the customer forum to report on how we are doing and to consult on how we can do better.
We want customers to be able to see how we manage performance and how our resident scrutiny team helps us to raise standards.