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2. Develop the skills and abilities of our people • Enable our people to undertake professional qualifications to acquire the knowledge and skills to provide the right advice and support to residents • Provide training to keep our people’s knowledge up to date, so they can help our retirement communities and residents stay safe and secure • Embed the delivery of consistently high-quality service to residents at the heart of our people’s roles 3. Ensure our services remain affordable and sustainable • Produce realistic and accurate service charge budgets to minimise surplus and deficits • Review service charge expenditure monthly and share data regularly with Residents’ Associations if required • Review local manager hours to ensure they are accurate • Review local contracts regularly to achieve the best value for residents • Ensure sinking/reserve funds are
accurate and sustainable • Refer residents to our Be Wise service for advice on energy providers, insurance and maximising state benefits 4. Ensure homeowners’ views shape the service we deliver locally • Listen and act on resident feedback e.g. through our Be Involved resident involvement groups • Increase opportunities for engagement using different methods • Encourage local involvement in decision making and keep residents informed • Consider the introduction of a national Homeownership Forum You may have seen on the news that leasehold reform is very much on the government’s agenda. We’re watching developments closely to be ready to react to any changes and, where possible, we’re already being proactive. Look out for more details on the service offer later this year.
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