Service Standards
New Service Standards
We have a new set of Service Standards. They cover 14 service areas and tell you exactly what you can expect from our staff and our services. A group of residents helped us to develop the service standards, so that we make sure we focus on the things which are important to you.
Using mystery shopping, surveys and checks by staff at H&F Homes, we will compare how we actually deliver our service with the standards to see where we are performing well and where we need to improve. Our performance pages have more information about how we are doing.
At our Annual Conference residents voted for the top ten standards that they want us to report on. We will provide updates to residents on these standards through our H&F Homes magazine.
We have published a leaflet for each service standard and an introductory booklet highlighting the top ten service standards across all areas.
See:
Why have the Service Standards?
The purpose of the Service Standards, is to let our residents know what they can expect from us in the key services that we provide and to make us more accountable. Actual performance will be compared against these standards. Monitoring will be done by us with the help of residents. The monitoring tools that will be used are Mystery Shopping, Surveys, internal audit checks etc. At the last Inspection we were criticised for not having enough service specific, measurable service standards. The production of these standards, agreed with residents, fills that gap in our service.