1 |
A target of 80% of service users should confirm in the Resident Satisfaction Survey that they are satisfied they were treated with dignity and respect |
2 |
Quarterly equality assessments will be produced by the Quality & Performance Officer to monitor the diversity of service users accessing our services |
3 |
All emergency repairs will be completed within 24 hours to make safe or remove danger to the residents e.g. gas leaks, offensive graffiti or failure of electricity/water supply. |
4 |
All urgent repairs that could be a danger will be completed within 7 days e.g. heating/hot water faults or blocked sinks. |
5 |
Any routine repairs that do not pose a danger or inconvenience to residents will be carried out within 28 days e.g. dripping taps or general day-to-day repairs. |
6 |
100% annual gas safety checks will take place on gas appliances in our services |
7 |
An initial keywork session will take place with the service user within 1 week of their admission to the scheme (where appropriate) |
8 |
The needs of service users will be reviewed as a minimum, every 3 months, to record progress and identify any new emerging needs. |
9 |
A target of 80% of service users should confirm in the Resident Satisfaction Survey that they are satisfied ICH met their cultural, religious and lifestyle needs |
10 |
The number of social events to celebrate cultural and religious diversity will be monitored each year by scheme |
11 |
A signed copy of the Licence Agreement should be kept on the service user’s file to show that the service user agrees to the Licensee’s obligations |
12 |
ICH will enforce a Behaviour Contract, where a service user is involved in repeated or serious anti-social behaviour which contravenes the Licensee’s Obligations in the Licence Agreement |
13 |
ICH will monitor all ASB incidents and produce a report to the Board annually |
14 |
The Board and Chief Executive will meet with the Residents Panel annually |
15 |
The Heads of Operations will meet with the Residents Panel quarterly |
16 |
The Resident Satisfaction Survey will be conducted at least every 2 years |
17 |
A target of 80% of service users should confirm in the Resident Satisfaction Survey they are satisfied that there are opportunities for participation in management and to influence decision making relating to their accommodation |
18 |
ICH will acknowledge formal complaints within 3 days and aim to resolve the complaint within 10 days |
