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Improvement work starts across the city
Our £300million, 5 year investment and service improvement programme has begun.
The 1st April marked the start of the improvement programme. Over £1million per week is being spent on services and improvements. This means that tenants across the city have already begun to benefit.
The heating and window programme has been brought forward to ensure all homes will have double glazing and central heating within the first two years. This means 50 homes per week will have new double glazed windows and doors fitted and another 50 homes per week will have central heating installed.
The first two years improvement programme will be published shortly and all tenants will be contacted regarding programme dates in their area.
New standards set for repairs service
Tenant feedback has helped us shape the new higher repair standards for homes.
As well as tackling the backlog of repairs inherited in the stock transfer, new quality targets and customer service standards have been set.
Tenants took part in finalising the plans for the repairs service. Tenants on the group were unanimous in saying "This is a new beginning for housing repairs. An improved repairs service is what we wanted and with LMH this is guaranteed".
Steve Collins, Director of Regeneration and Technical Services at LMH advises that the new targets and standards will bring about dramatic changes. "Customer service is our primary concern. We have listened to tenants and learned the lessons of the past. Tenants will see the difference from day one, because we have improved all aspects of the way we deal with repairs.
We are carrying out a wider range of repairs. For example, replacing tap washers is now included in our repairs service.
All contractors have ID badges and tenants are strongly advised to check these properly before letting anyone into their homes.
Paul Ivison, interim operations manager says, "Tenants have been attending workshops where the new repairs service levels are agreed and have also been involved in choosing the contractors who will carry out repair work".
An update on LMH's improvement programme for homes will appear in future versions of LMH news and on this site
Standards at a glance:
- ALL scheduled repairs will be done by appointment
- appointments for 100% of repairs, currently it is 40% - Morning or afternoon appointments will be offered
- and appointments will avoid the school run - A FREEPHONE Repairs Line has been introduced
- it is now much simpler to request a repair, just ring 0800 678 1894 - Target times will be set for the completion of repairs
- this will reduce waiting time and speed up the repairs programme - Service standards will be set for contractors
- their performance will be closely monitored - Contractors pay will be performance-related
- if contractors do not meet the standards in full, they don't get paid in full - Four times more to be spent on repairs
- this will have a dramatic effect on the speed and quality of repair work and directly benefit tenants
Home surveys
LMH staff and contractors may need access to your home. Written notice will be given and all our staff and contractors will have identification. Remember - Always ask for proof of identity before letting anyone into your home.
Keeping tenants informed
Getting involved
Tenant and leaseholder views continue to be the most important element in shaping the way LMH operates. LMH will continue to keep all stakeholders informed on progress and ongoing involvement of tenants and leaseholders remains a high priority.
Opportunities for tenants and leaseholders to get involved continue through tenant forums, LMH workshops and area boards in each of the five housing areas.
Steve Coffey, Chief Executive of LMH said-
"...listening to and consulting tenants and leaseholders is an important priority for LMH as this helps shape our housing service and improvement programmes. I am confident that the continued involvement of tenants and leaseholders at all levels of LMH will ensure delivery of a housing service that we can all be proud of."
Local Area Boards
LMH area boards will set work priorities and monitor service and contract delivery in each of the five housing areas. We had a large number of people showing an interest and held an area board introduction meeting in March. Further training events for tenant and leasehold area board members are planned for April and the first area board meetings are scheduled to take place in May.
Bryan McAvoy, tenant and deputy chair of the LMH board said:-
"LMH is set to be a great landlord, providing excellent services". He also added "with tenants, LMH and housing contractors all working together, I'm sure we can exceed the government's decent homes standard and achieve our own higher LMH standard."
Tenant Repairs Panel
LMH is 100% committed to involving tenants at all levels, including the appointment of contractors and suppliers.
The ongoing series of repairs panel meetings are designed to make the best use of tenant input into the appointment process.
More Tenant Repair Panel meetings are planned - if you are a tenant/leaseholder and wish to get involved in future panel meetings contact Gillian Shannon 0151 235 2328.
Housing Management Contractors
The transfer offer document outlined to tenants and leaseholders how services will be delivered.
LMH have appointed three Housing Management Contractors (HMC's) to help manage and deliver services and the improvement programmes in each of the five housing areas.
The three housing management contractors are:
- Liverpool Housing Trust (LHT) - North and North-West Housing Areas
- Plus Housing - South and North Housing Areas
- Pinnacle PSG - East Housing Area
Two of the contractors, LHT and PLUS, are both well-established local housing associations who have been involved in transfers of council properties over the past few years in Liverpool. Pinnacle PSG is an independent company which has an impressive record of managing estates and homes up and down the country.
All three contractors are involved in managing the major repairs programme, making sure tenants and leaseholders are kept aware of developments and have opportunities to get involved in the new services and repairs programme.
Each Housing Management Contractor has been set targets to deliver consistently high standards of service. They will be encouraged to innovate and improve on these high standards. They will be held to account by area boards of tenant and residents representatives, who will help LMH to regularly monitor their performance.
Rents
LMH has introduced a new rent payment card in order to make it easier for tenants to pay rent without incurring additional payment charges. Tenants have received their new payment card and details on how to pay their rent to LMH. Any queries on rents can now be directed to the area housing teams - see contacts page for details