News

Estuary is providing an excellent service to residents


Estuary Housing Association is proud to announce that it is one of the first Registered Providers to retain its Customer Service Excellence award, following the first of its annual rolling inspections. Estuary was also amongst the first of the Housing Associations to obtain the Customer Service Excellence award during 2009 and, a year on; it has retained the award during its annual inspection.

The CSE Inspector congratulated Estuary on the quality of their CSE submission and their further improvement since last year’s CSE Inspection, awarding them ‘compliance plus’ ratings in four categories.

Amanda Ashley-Smith, Director of Corporate Services, stated “this reflects our commitment to service delivery and to putting customers at the heart of our organisation. It is excellent recognition of our employees’ dedication to delivering customer-focussed services throughout the year.”



Charlotte Dickens, Head of Community Development, nominated by residents for Southern TPAS  - Tenant/Resident Involvement Officer of the Year Award.



Charlie was shortlisted, along with 5 others, but unfortunately did not win this Category.  Residents and staff  attended the Awards dinner to celebrate with her.

Norman Robins, Chair of the Woodgrange Drive Estate, said "We had a great time the only thing that spoiled the evening was that Charlie did not win, but that did not matter as she is a winner to all of us that know her and work with her".  Well done Charlie.


Improvements to the repairs line
 
We have listened to the comments you have made regarding our repairs telephone services and have now made improvements so that you are directed to the right place as soon as possible.
 
When you call our repairs line on Monday to Friday between 9am and 5pm, , you will be offered four options:-
 
Option 1  - Report a new repair.
Option 2  - Query an existing repair with the contractor EPS.
Option 3  - Query an existing repair with the contractor RG Francis
Option 4  - Query an existing repair with any other contractor.
 
The aim of this change is to speed up the repairs service by directing your query to a dedicated line, rather than a staff member picking up and dealing with any type of call.  This will enable the repairs line to be more effective and focussed in providing you with the service you expect from us.
 
We hope you like the improvements and would ask you complete the resident satisfaction surveys when you receive them to provide us with some feedback on your experience.



Audit Commission - Short Notice Inspection 

 

The final Audit Commission report, following the Short Notice Inspection has now been published, and is available on the Audit Commission website. Following publication of Judgement 1 (How good is the service?) in December 2009, the Commission have now assessed the Association as having 'promising prospects for improvement' under Judgement 2.   

The Commission recognised the strengths of the Association in a number of key areas, particularly around performance management of the inspected areas, and whether there was further capacity to improve. They also acknowledged the effective way in which the action plan has been developed in association with residents. 

We are continuing to consult and involve our residents in the development, monitoring and delivery of the action plan and services that we provide, and offer a variety of ways in which residents can get involved or provide feedback on our services. Please click on the links below to see a copy of the final report:-

Audit Commission - Final Report March 2010

  
IN TOUCH THURSDAY 

 

Last year Estuary Housing Association developed a new initiative – ‘In Touch Thursday’. Estuary Staff visited residents in their homes, obtaining feedback about the services we provide.

Following the success of last years event Estuary will be visiting our residents on Thursday 20 May 2010. We value your opinions and suggestions and hope that you will be able to take part in this year’s event. 

If you would like to register your interest by 31 March 2010. You can do this by clicking here.

  
Short Notice Inspection - February 2010

Following the Audit Commission inspection in October 2009, Estuary has been consulting with residents on an 'Action Plan' that will detail how we intend to improve services. There have been several meetings and consultations with residents across many of our blocks and estates, as well as ongoing work to get residents views via telephone surveys, on line and through Resident Association meetings. The Action Plan was submitted to the Audit Commission on the 11th February, and in the coming months they will make their assessment under Judgement 2 of the inspection process on our 'prospects for improvement.

The work on providing better services continues, and we will continue to ask residents for the views, comments and suggestions on how we can improve the services that we offer.  You can click on the link below to complete an on line survey on our key services.

Short Notice Inspection Action Plan - click here
Short Notice Inspection Consultation Newsletter - click here
Short Notice Inspection Summary Newsletter - click here




Extreme Weather Conditions

Where Estuary has grounds staff on site we will ensure that the communal areas are risk assessed and the priority areas cleared of snow or ice during working hours.  Where we do not have grounds staff we will request that any contractor visiting a scheme report any potential issues to us.  We would also ask residents to contact us to advise of any difficulties you are experiencing.  Please note this work will only be carried out in communal areas that are Estuary's responsibility.

 

As you may have heard in recent national bulletins there is an acute shortage of rock salt - which is commonly used to remove ice from paved areas.  Therefore we will grit priority areas subject to availability.

Estuary is currently in the process of contacting its elderly residents, who do not live within a sheltered scheme,  to check on their well being during the prolonged cold weather.  Where any concerns are highlighted Estuary will pass on this information to the relevant agencies.  We would urge our residents to be vigilant and to keep an eye on neighbours who they feel are vulnerable and report any concerns they may have to their Housing Officer. on 0845 634 0634 – tenant line or 01702 462246.

In the meantime, while the cold weather persists, please take extra care when moving around outside and if possible try to limit your journeys to those that are essential.     

  
Equality & Diversity Questionaire

We are committed to ensuring that we do not discriminate against any person due to their ethnic origin, faith, gender, age, sexual orientation or disability. We collect this information to help us to structure our services around the needs of our residents.  Please take the time to complete the Equality and Diversity Questionnaire by clicking here


  

Audit Commission Short Notice Inspection#audit

Estuary Housing Association's strength at involving residents is acknowledged, as well as improvements in customer satisfaction on repairs. However the association could do better on repairs and gas safety according to a report released on 24th December by the independent Audit Commission.

The Commission’s inspectors reached this conclusion following a short-notice inspection of the Southend-based housing association. The inspection looked at: repairs, gas servicing and involving residents. The report shows that the Association does well involving residents in decisions about the service they receive and how it is being improved. Customer satisfaction with repairs is high and the Association has a clear aim to improve the number of repairs completed within target times. Annual gas servicing at customers’ homes is up-to-date but independent quality checks are not taking place.

Ann Bennett, Audit Commission Lead Housing Inspector, said: ‘Estuary works closely with its customers to improve its services. We are also pleased with the way it seeks to get its repairs right first time. It now needs to answer calls quicker and ensure services meet the needs of all its customers.’

Strengths include:

• Customers can get involved in ways that suit them

• Customers are generally satisfied with repairs made to their homes

• Estuary is working hard to ensure all customers’ gas appliances are checked for safety once a year

Weaknesses include:

• Telephone calls are not answered quickly enough, although relatively few calls are abandoned

• Information about what customers need is not being used to develop services

               • Not all emergency and urgent repairs are completed quickly enough

Please click here to view the letter to all residents from the Inspectors
 
Please click here to view the summary newsletter from Estuary that is being sent out to all residents, with details of the consultation meetings that are being held in January 2010.

To see a full copy of the Estuary SNI report - please visit - www.audit-commission.gov.uk/housing


Pilot Pete drops in to pick up cheque from Estuary 

6th November 2009

Estuary Housing Association celebrated with Pilot Pete the Essex Air Ambulance mascot  after handing over a cheque for the sum of £1,129.

The money was raised at this year’s Essex Housing Extravaganza, a free event for residents living in housing association accommodation hosted by Estuary for the second year running in conjunction with other housing providers across Essex.

Essex Air Ambulance was the charity chosen by Lilian Watts, a Board Member of Estuary who lived on the Woodgrange Estate in Southend.  Lilian was always giving up her own time to help residents in many ways but sadly passed away earlier this year. 

Teresa James has been a volunteer for Essex Air Ambulance for nine years and knows just how essential donations are to this life-saving service. Teresa said “Essex Air Ambulance provides a vital service and running costs are £250, 000 per month, we are grateful to Estuary Housing Association for their continued support and generous donation.”

“Residents thoroughly enjoyed the Extravaganza and it was good to see so many turn out and give to this really worthwhile cause.  Most of the cash was raised from raffle sales and the kind donations made by residents at the event”.  Charlotte Dickens, Head of Community Development.

Estuary are already planning next year’s Extravaganza which will take place on 5th August 2010.

 Estuary Housing Association and Epping Forest District Council work in partnership

19th October 2009

Estuary and Epping Forest District Councilhave been working in partnership to redevelop six small difficult-to-let garage sites and amenity areas across the Epping Forest District, in Loughton, Buckhurst Hill and Waltham Abbey to provide homes for local people on the Council’s Housing Register. The developments are named after famous artists and scientists Blake, Barnes, Faraday, Newton, Raphael and Turner

The six sites have provided 29 new homes – 18 homes are for rent, at affordable rents with long term assured tenancies. 11 homes are for shared ownership (“part rent part buy”) for first time buyers, enabling the occupiers to buy equity in the home, and increase the amount of equity in future years, up to full home ownership.

Estuary are delighted to see the project complete and to mark the occasion Cllr Penny Smith, Chairman of Epping Forest District Council presented residents with a hand painted scheme sign to the residents living in Raphael Drive. The design of the sign has been chosen by the residents who feel it will further enhance the look of the new scheme.

“Estuary are were pleased to see the completion of this complex set of developments in partnership with Epping Forest District Council. We are also pleased to have produced such high quality homes that have proved very popular with the new residents.” Paul Durkin, Chief Executive

Epping Forest District Council enabled the developments to be built, by providing a capital grant to Estuary Housing Association of £1 million and transferring the land for free. The remainder of the scheme has been funded by Estuary’s private finance (a loan from a funding institution).   All residents for the rented housing have been nominated by the Council, through the Council’s Home Options Choice Based Lettings Scheme.

Cllr David Stallan, the Council’s Housing Portfolio Holder said “we are very pleased to see the completion of this scheme, which is providing much needed affordable homes to people on our Housing Register, as well as an opportunity to housing applicants who are unable to buy on the open market, but who want to get their first step on the home ownership ladder”.

The National Tenant Voice 

The National Tenant Voice  is being set up to give tenants a voice, influence and expertise at national level alongside the new social housing regulator the Tenant Services Authority (TSA). 

At the heart of the NTV will be a National Tenant Council made up of fifty tenants that will meet to debate and discuss key housing policy issues. Estuary are keen to encourage our residents to apply for a place on this board - to find out more click here.

If you would like to discuss this with our staff first, call the tenant number 0845 634 0635 and ask for Community Development Team.

In Touch Thursday - What You Told Us

19th October 2009

Estuary Housing Association closed its offices on Thursday 23 April to allow 134 staff to take part in a new initiative called ‘In Touch Thursday’.

As part of our commitment to working with residents and getting feedback on our services in a variety of ways, staff, some of whom are office based and rarely get to meet residents, were given the opportunity to leave their normal place of work and meet residents in their homes.

  To Read more - CLICK HERE

Estuary's Head Office Relocates

26 February 2009

David Orr, Chief Executive of the National Housing Federation performed the official opening of Estuary Housing Association’s newly relocated Head Office on Thursday 26th February.. Guests including Chief Officers from local authorities across Essex, MP’s, local dignitaries and many others turned out to help celebrate Estuary’s move to central Southend. 

Estuary outgrew their previous offices which were located on an industrial estate in Southend and decided to lease offices in a central location in the heart of Southend.

“Our new office location makes our services much more accessible to the community and re-enforces our customer focused approach to delivering quality housing products in the sub Region” Paul Durkin, Chief Executive.

Staff say moving office was an upheaval but it was worth it. Maitland House offers stunning views and has enabled the workforce to be located in one building, providing excellent cross working and improving communication.

“Estuary is clearly an organisation committed to working with others to improve the communities in which they work and evidence of this is by the positioning of the new office and the growing range of community development activities in which they are involved”.  David Orr, Chief Executive

Estuary to receieve funding from the Housing Corporation to build new homes

We are delighted to be informed by the Housing Corporation that Estuary are one of a total of 31 organisations across the UK who are newly pre-qualified to receive funding from the Corporation’s National Affordable Housing Programme to build new homes. 

The Corporation's £8.4 billion investment programme for 2008-11 is its biggest ever, set to fund at least 155,000 homes. Over 100,000 of these are for affordable rent and more than 50,000 for affordable sale through the Government's HomeBuy initiatives, helping people get a foot on the property ladder.  

“This is extremely good news for the Association, as we are one of only four newly selected housing associations across the Country.  We will now be entitled to apply directly to the Housing Corporation for grant to provide much needed homes to local people across Essex”.  Paul Durkin, Chief Executive

 
Estuary is providing an excellent service to residents

25 June 2009

Estuary Housing Association is delighted to be the proud holder of the new Government Customer Service Excellence Certification. The Customer Service Excellence Standard was introduced by the Cabinet Office, to test areas such as service delivery, timeliness, information, professionalism, staff attitude, developing customer insight, understanding the user’s experience and measuring service satisfaction. Estuary have a long history of excellence in these areas, having also held the Charter Mark for excellence in the provision of public services, until its discontinuation this year.

Estuary puts customers at the heart of everything they do and are committed to ensuring they are provided with an excellent level of service. Estuary therefore undertook to submit evidence of practice and welcomed the inspector who validated the evidence by auditing files, talking to residents, staff and key partners across Essex.

Estuary’s Customer Service Excellence will be inspected annually through a rolling programme of assessment. In the meantime, they have also been recognised as an example of best practice in the areas of tenant engagement, tenant consultation and for their approach to working with many partner agencies at Centre Place Family Centre within the Woodgrange Drive Estate in Southend-on-Sea.

 “Customer Service Excellent is an independent assessment of the services provided to our customers and it demonstrates that we are putting our customers first by listening and responding to their needs. I am very proud of the staff teams who have worked so hard to ensure that we received this Award.” Paul Durkin, Chief Executive