Tutor-tutorado-tutoría

Table 2 Recommendations of previous inspection

Recommendation Progress

R1 Improve customer focus in service delivery, by:

• implementing a robust quality checking process at the launch of new initiatives or revised procedures, focussing on how the customer receives the service (after involving customers in their development);

Partially achieved

• ensuring procedures are implemented consistently by raising awareness of the importance of customer care, through training and coaching of all staff and implementing quality-checking of all aspects of service delivery;

Achieved

• reviewing access arrangements with customers, including those who are not accessing services, to ensure opening times and service locations meet customer needs;

Achieved

• reviewing customer information in liaison with residents, particularly where identified in this report, to ensure it is all customer friendly;

Achieved

• addressing weaknesses in service standards and ensuring performance is comprehensively monitored and fed back against them;

Partially achieved

• ensuring customer complaints are answered on time and in a customer-focused manner and that learning opportunities are identified;

Achieved

• ensuring works to void and adapted properties are consistently completed to a high quality standard; and

Partially achieved

• providing customers with clear information on the ALMO's five-year proposals for improvement and major works.

Achieved

59 London Borough of Sutton

Recommendation Progress

R2 Provide clearer strategic direction for the organisation, in conjunction with both residents and staff throughout the ALMO, by:

• setting targets for EMT to take a more strategic leadership role and for managers to take on responsibility for more operationally focused matters than the EMT currently undertakes;

Achieved

• addressing weaknesses within existing strategic documents, to ensure they provide a robust approach to delivering service improvements, including meeting diverse needs and providing value for money; and

Achieved

• developing robust strategic approaches within services where this is currently weak, as identified in this report.

Achieved

R3 Ensure compliance with the CRE code of practice in housing and improve performance in meeting the diverse needs of the community, by:

• setting clear targets for board, staff and resident member make-up, linked to action plans to ensure the organisation reflects the community;

Achieved

• ensuring diversity is explicitly reflected within service

improvement plan actions, to help tailor services to individual needs throughout the ALMO;

Achieved

• appointing a board lead member to champion diversity at strategic level;

Achieved

• ensuring diversity progress reports to board and the Council are robust in challenging progress against clear strategic objectives;

Achieved

• comprehensively monitoring services, against clear targets, to identify any areas where there is disparity, to ensure equitable service delivery;

Partially achieved

• undertaking a full audit of accessibility at all housing schemes with communal access and ensuring identified issues are addressed; and

Almost achieved

• reviewing decoration assistance in void properties and incentives offered for gas servicing access, to ensure they meet all customers' needs.

Partially achieved

London Borough of Sutton 60

Recommendation Progress

R4 Involve customers more effectively in service design, by:

• revising the tenant compact, in line with good practice and making it available in accessible form;

Achieved

• enabling customers to determine programmes for

involvement, which link to service reviews and improvement plans to enable their effective involvement in designing the service that is being delivered; and

Achieved

• setting qualitative targets for involvement, within improvement plans.

Achieved

R5 Improve value for money across the organisation, by:

• both the Council and ALMO setting robust targets for delivering efficiency gains within the organisation, linked to strategic documents and improvement plans;

Achieved

• reconfiguring board and council reports, so that these robustly challenge delivery of VFM outcomes, as well as prudent financial management;

Achieved

• ensuring service reviews robustly assess VFM within current service delivery and as an explicit part of recommendations for improvement;

Achieved

• producing an annual procurement plan, which assesses the risks and benefits of different models of procurement, for board approval;

Achieved

• investigating the potential for handyperson or other similar models of delivering repairs services; and

Achieved

• addressing weaknesses in service charge uplift arrangements and the flat-rate approach to support charges.

Achieved

61 London Borough of Sutton

Recommendation Progress

R6 Improve the service to supported housing residents, by:

• reviewing long term proposals for the future of sheltered housing schemes and developing a robust plan, in liaison with residents, in response;

Partially achieved

• developing minimum scheme standards, with residents, to ensure a consistent quality of living environment and

producing an action plan to address those schemes where the standards are not fully met;

Achieved

• developing a timetable to provide greater flexibility in support arrangements by January 2010, so that the level of support and subsequent charge are more aligned to individual needs;

and

Achieved

• reviewing targets for emergency call response performance and closely monitoring performance to ensure it is consistently strong.

Achieved

R7Improve the service to leaseholders, by:

• reviewing proposals for consultation with leaseholders in relation to future major works, to ensure they are fully aware of the scale and costs of works to be undertaken and have opportunity to influence proposals in line with good practice, beyond minimum statutory requirements;

Achieved

• in liaison with leaseholders, considering a range of re-payment options for major works and the potential for alternative action in exceptional cases, such as the buying-back of leasehold accommodation;

Achieved

• consulting leaseholders on the service charge setting policy and buildings insurance arrangements;

Achieved

• providing a plain English version of the lease or - at leaseholders preference - a plain language guide to lease provisions; and

Achieved

• ensuring maintenance services, including responsive repairs and gas servicing are offered to leaseholders on a par with other residents.

Achieved

London Borough of Sutton 62

Recommendation Progress

R8 Ensure improvements in planning and performance management, by:

• engaging customers in assessing what 'excellent' services constitute, within SHP's own context, and incorporating milestones and challenging performance targets to achieve this, within the service improvement plan;

Achieved in most but not all service areas

• incorporating diversity and value for money explicitly into service improvement plans and ensuring implications for each are consistently analysed and reported within reports made to board;

Achieved

• reviewing improvement plan implementation monitoring, so that outcomes for customers and the means to measure them are clearly identified;

Partially achieved

• developing a service review plan toolkit to support implementation of the revised review framework;

Achieved

• seeking customer views on the proposed service review plan timetable, amending the programme, where appropriate;

Achieved

• addressing the weaknesses in risk management identified in this report;

Achieved

• addressing performance management weaknesses identified in this report, to ensure more comprehensive monitoring of service delivery; and

Achieved

• implementing a robust performance management framework that sets tolerance levels, above which underperformance is systematically reported, incorporating a performance 'panel' that is effective in analysing PIs in detail, addressing reasons for underperformance and learning points for areas where performance is strong.

Achieved

63 London Borough of Sutton

Recommendation Progress

R9 Maximise capacity to deliver further improvements, by:

• developing a plan for empowering managers and other staff to more effectively take a lead on matters such as leading

service reviews and chairing focus groups;

Achieved

• reviewing the capacity of service teams to deliver

improvements, particularly within the leasehold, resident involvement and external services teams;

Achieved

• improving partnership work where this is not currently maximised, by identifying this within improvement plan resources;

Achieved

• making better use of IT systems and other data to respond to individual customer needs and to profile debts and identify ASB hotspots to better target the use of resources;

Achieved

• maximising the ability of estate services staff to deal with estate management issues such as abandoned vehicles and rubbish dumping though fixed penalty notices and other associated legislation; and

Achieved

• incorporating inward investment into service planning arrangements.

Achieved

AC inspection report 2008

London Borough of Sutton 64

Appendix 3 – Reality checks

In document La tutoría en Chiapas :una práctica para la formación de investigadores en programas doctorales de calidad (página 78-87)