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A-Z of Excellence in Asset Management

Members only (login required for access)

ABSENTEEISM

	Absenteeism

ACCESS TO PREMISES

Member question from Hounslow Homes

(Jaspal Sidhu)

NOSP, Injunctions or Forced Entry?

Member question from Manchester CC

(Larry Patrick)

'No access' can have a detrimental effect on cost and performance despite our best efforts

ACCESS TO SERVICE

	Access to service (positive practice)

	Access to service 1 (positive practice)

	Access to service 10 (positive practice)

	Access to service 11

	Access to service 12 (positive practice)

	Access to service 2 (positive practice)

	Access to service 3 (positive practice)

	Access to service 4 (positive practice)

	Access to service 5 (positive practice)

	Access to service 6 (positive practice)

	Access to service 7 (positive practice)

	Access to service 8 (positive practice)

	Access to service 9 (positive practice)

	Repairs contact centre (positive practice)

ADAPTATIONS

	Adaptations (positive practice)

	Adaptations 1 (positive practice)

	Adaptations 11 (positive practice)

	Adaptations 12 (positive practice)

	Adaptations 13

	Adaptations 14 (positive practice)

	Adaptations 15 (positive practice)

	Adaptations 17 (positive practice)

	Adaptations 18 (positive practice)

	Adaptations 19 (positive practice)

	Adaptations 2 (positive practice)

	Adaptations 20 (positive practice)

	Adaptations 3 (positive practice)

	Adaptations 4 (positive practice)

	Adaptations 5 (positive practice)

	Adaptations 6 (positive practice)

	Adaptations 7 (positive practice)

	Adaptations 8 (positive practice)

	Adaptations 9 (positive practice)

	Adaptations assessment

	Aids and adaptations - positive practice key findings (positive practice)

	Major works and aids and adaptations - positive practice key findings (positive practice)

What does excellence look like? Aids and adaptations

Complimentary ACEnet briefing by John Wheeldon

ADAPTED PROPERTIES

	Adapted properties

ADVOCATES

	Advocates (positive practice)

AFFORDABLE HOUSING

	Affordable housing (positive practice)

	Affordable housing

	Affordable housing 1 (positive practice)

	Affordable housing 2 (positive practice)

	Affordable housing 3 (positive practice)

	Affordable housing 3

	Affordable housing 4 (positive practice)

	Affordable housing 6 (positive practice)

	Affordable housing 7 (positive practice)

AFFORDABLE WARMTH

	Affordable warmth (positive practice)

	Affordable warmth 1 (positive practice)

ANNUAL VISITS

	Annual visits (positive practice)

	Annual visits 1 (positive practice)

APPOINTMENT SYSTEMS

	Appointments by test message

	Appointments by text message 1

	Confirming appointments

Member question from Aylesbury DC & Wycombe DC

"...about 38% of housing organisations do not make appointments with tenants.."

	Repairs appointments system - positive practice key findings (positive practice)

	Repairs appointments system - positive practice key findings (positive practice)

The use of appointments in responsive repairs

(A Hodgkinson)

Appointment systems are relatively common when delivering planned and capital works

APPRENTICES

	Apprenticeships (positive practice)

	Apprenticeships 1 (positive practice)

Member question from Aylesbury Vale DC

(Ian Wilson)

Preparing for the annual intake of apprentices

	Modern apprenticeship (positive practice)

	Modern apprenticeships (positive practice)

ASBESTOS REGULATIONS

	Asbestos (positive practice)

	Asbestos management (positive practice)

	Asbestos management 2

	Asbestos register 3

	Informing tenants of sureveys and the risk from asbestos

	Management of asbestos – frequency of inspection of asbestos-containing materials left in place in tenanted properties

Member question from Merthyr Tydfil CBC

(Robert Davies)

How do members provide for the 'Duty to manage the risk from asbestos in non-domestic premises', Regulation 4

ASSET MANAGEMENT AND IT

	Asset management and IT (positive practice)

Efficiency in asset management

Complimentary Network briefing by Rob McNaughton

BATCHING REPAIRS

	Batching repairs (positive practice)

	Batching repairs 1 (positive practice)

BENCHMARKING

	Benchmarking

BEST PRACTICE

	Best practice fact sheet

The secrets of housing best practice

(Rob McNaughton)

A summary of the seminar series (A Hodgkinson)

BIODIVERSITY

	Biodiversity

BLUETOOTH MESSAGING

	Bluetooth messaging (positive practice)

BME

	BME groups (positive practice)

	BME team (positive practice)

BME MAINTENANCE CONTRACTOR

	BME maintenance contractor (positive practice)

BOILER REPAIRS

	Boiler repairs (positive practice)

BONUS SCHEMES

Member question from Fenland DC

(Calvin Fisher)

Do we still need bonuses reward operative performance?

Supplement to member question from Fenland DC

Experience from Barrie Jones at Aylesbury DC

BRAILLE (USE OF)

	Braille (use of) (positive practice)

BROADBAND ACCESS

	Broadband access (positive practice)

BUILDERS WASTE DISPOSAL

	Builders waste disposal (positive practice)

BUSINESS PLANNING

	Business planning (positive practice)

CAPACITY BUILDING

	Capacity building (positive practice)

CAPITAL PROGRAMME

	Capital programme (positive practice)

	Capital programme 1 (positive practice)

CHAMPIONING

	Championing 1 (positive practice)

CHANGE MANAGEMENT

	Change management process (positive practice)

CHARTER FOR SERVICE USERS

	Charter for service users (positive practice)

CLEANING STANDARDS

	Cleaning standards (positive practice)

COMMUNICATIONS HANDBOOK

	Communications handbook (positive practice)

CONCERN CARDS

	Concern cards

CONSORTIUM APPROACH

	Consortium approach

CONSULTATION

	Consultation (positive practice)

CONTINUOUS IMPROVEMENT

	Continuous improvement 1 (positive practice)

	Continuous improvement 2 (positive practice)

CONTINUOUS IMPROVEMENT TOOLKIT

	Continuous improvement toolkit

CONTRACT MONITORING

	Contract monitoring

	Contract monitoring 1

CONTRACTOR COMPLAINTS

	Contractor complaints (positive practice)

CONTRACTOR INVOLVEMENT

	Contractor involvement (positive practice)

	Contractor performance (positive practice)

CORPORATE PLANNING

	Corporate planning (positive practice)

	District heating (positive practice)

COSTS

There are no documents within this heading.

CUSTOMER ACCESS

	Customer access (positive practice)

CUSTOMER COMPLAINTS

	Customer complaints

	Customer complaints 1 (positive practice)

CUSTOMER CONTACT

	Customer contact (positive practice)

CUSTOMER FOCUS

	Customer care (positive practice)

	Customer care 1 (positive practice)

	Customer care 10 (positive practice)

	Customer care 11 (positive practice)

	Customer care 12 (positive practice)

	Customer care 2 (positive practice)

	Customer care 3 (positive practice)

	Customer care 4 (positive practice)

	Customer care 5 (positive practice)

	Customer care 6 (positive practice)

	Customer care 7 (positive practice)

	Customer care 8 (positive practice)

	Customer care 9 (positive practice)

	Customer focus

	Customer focus 1 (positive practice)

	Customer focus 2 (positive practice)

	Customer focus 3 (positive practice)

	Customer focus 4 (positive practice)

	Customer focus 5 (positive practice)

	Customer focus 6 (positive practice)

	Customer focus 7 (positive practice)

	Customer focus 8 (positive practice)

	Customer involvement (positive practice)

	Customer surveys (positive practice)

	DIY schemes (positive practice)

	Estate committees (positive practice)

	Improvement loans (positive practice)

	Incentives (positive practice)

	Repairs contact centre (positive practice)

CUSTOMER INSIGHT PROGRAMME

	Customer insight programme

CUSTOMER PROFILING

	Customer profiling (positive practice)

	Customer profiling 1 (positive practice)

	Customer profiling 2 (positive practice)

	Customer profiling 3 (positive practice)

CUSTOMER SATISFACTION IMPROVEMENT

	Customer satisfaction improvement (positive practice)

CYCLICAL MAINTENANCE

	Cyclical maintenance (positive practice)

CYCLICAL REPAIRS

	Cyclical repairs

DECENT HOMES

	Decent Homes (positive practice)

Decent Homes - the next steps?

Complimentary Network briefing by Sheila Camp

	Decent Homes 4 (positive practice)

	Decent homes 5 (positive practice)

	Decent Homes cost model (positive practice)

	Decent Homes improvement works 6

	Decent Homes void works (positive practice)

	Decent Homes work 1 (positive practice)

	Decent Homes work 2 (positive practice)

	Decent Homes work 7 (positive practice)

	Decent Homes work 7 (positive practice)

	Decent Homes works 3 (positive practice)

DECENT HOMES PLUS

	Decent Homes plus (positive practice)

DECORATION COSTS

	Decoration costs (positive practice)

	Decoration costs 1 (positive practice)

	Decoration voucher research and review - response on behalf of Northwards Housing

DIAGNOSTIC SOFTWARE

TEAMnet question to members

Accurate diagnosis is a critical factor in keeping costs down, by avoiding repeat calls and achieving 'first time' repairs

	Work scheduling (positive practice)

DIASABLED ADAPTATIONS ASSESSMENTS

	Disabled adaptations assessments (positive practice)

DIGITAL TV ACCESS

	Digital TV access (positive practice)

	Digital TV access 1 (positive practice)

DISABLED PROPERTIES

	Disabled properties (positive practice)

DISABLED TENANT SERVICES

	Disabled tenant services (positive practice)

DISPERSED PROPERTIES AND STAFF STRUCTURE

	Difficult development sites (positive practice)

Member question from Raglan HA

(Martyn Kemp)

A view from Alan Hodgkinson

DISREPAIR

	Disrepair (positive practice)

	Disrepair 1 (positive practice)

DIVERSITY

	Diversity (positive practice)

	Diversity 1 (positive practice)

	Diversity 10 (positive practice)

	Diversity 11 (positive practice)

	Diversity 12 (positive practice)

	Diversity 13 (positive practice)

	Diversity 14 (positive practice)

	Diversity 2 (positive practice)

	Diversity 3 (positive practice)

	Diversity 4 (positive practice)

	Diversity 5

	Diversity 7 (positive practice)

	Diversity 8 (positive practice)

	Diversity 9 (positive practice)

	Diversity board

	Diversity handbook (positive practice)

	Diversity workbook (positive practice)

	What does excellence look like? Diversity

DIY SCHEMES

	DIY schemes (positive practice)

	DIY skills training incentives (positive practice)

DLO'S AND SALARY STATUS

Member question from Fenland DC

(Calvin Fisher)

Do we still need bonuses reward operative performance?

Supplement to member question from Fenland DC

Experience from Barrie Jones at Aylesbury DC

DUTY TO MANAGE (Asbestos Regulation 4)

Member question from Merthyr Tydfil CBC

(Robert Davies)

How do members provide for the 'Duty to manage the risk from asbestos in non-domestic premises', Regulation 4

DVDs

	DVDs (positive practice)

E-AUCTIONS

	E-auction (positive practice)

E-PROCUREMENT

	E-procurement (positive practice)

E-PURCHASING

	E-Purchasing (positive practice)

EC PROCUREMENT DIRECTIVE

Application of EC directives to RSLs

(Wayne Hughes)

On 19 September 2004 the British government announced that it had finally accepted the European Commission's view

ECO HOUSING

	Eco homes (positive practice)

	Eco housing (positive practice)

	Energy efficiency and leaseholders (positive practice)

	Solar power (positive practice)

EFFICIENCY MODEL

	Efficiency model (positive practice)

ELECTRONIC ACCESS TO SERVICE

	Electronic access to service (positive practice)

EMERGENCY REPAIRS

Member question from Hillingdon Homes

(Eugene Gunn)

How do organisations perform against AC Guidance of 30%

EMPOWERING OPERATIVES

	Empowering operatives

ENERGY CONSERVATION

	Affordable warmth (positive practice)

ENERGY EFFICIENCY

	A brief guide to improving energy performance: top tips for housing providers

	Energy efficiency 1 (positive practice)

	Energy efficiency 2 (positive practice)

	Energy efficiency 3

	Energy efficiency 5 (positive practice)

	Energy efficiency 6 (positive practice)

	Energy efficiency 7 (positive practice)

	Energy efficiency and leaseholders (positive practice)

	Energy Performance Certificates

	Solar power (positive practice)

Towards zero carbon housing

Complimentary HQN briefing by Ann Bodkin covers the need for change, the policies and step changes which government has brought in through legislation, with examples of new build schemes and improvements to existing housing stock to reduce carbon emissions

ENERGY PERFORMANCE CERTIFICATES

	Energy Performance Certificates (positive practice)

	Energy Performance Certificates 1 (positive practice)

ENGAGEMENT

	Engagement

ENVIRONMENTAL ISSUES

	Environmental issues

	Tackling the green agenda

ESTATE COMMITTEES

	Estate committees (positive practice)

ESTATE MAINTENANCE

	Estate maintenance (positive practice)

	Estate maintenance 1 (positive practice)

ESTATE STANDARD

	Estate standard (positive practice)

	Estates graded by residents

EXCELLENT SERVICES

	Excellence services Northwards Housing (positive practice)

	Excellent service Ashfield Homes (positive practice)

	Excellent service Barnsley MBC (positive practice)

	Excellent service Bolton Homes (positive practice)

	Excellent service Carrick Housing Ltd (positive practice)

	Excellent Service Carrick Housing Ltd 1

	Excellent service Cheltenham ALMO (positive practice)

	Excellent service CityWest Homes (positive practice)

	Excellent service Derby Homes (positive practice)

	Excellent service Evesham and Pershore (positive practice)

	Excellent service Homes for Islington (positive practice)

	Excellent service Hounslow Homes (positive practice)

	Excellent service Kirklees Neighbourhood Housing (positive practice)

	Excellent service LB Kensington and Chelsea (positive practice)

	Excellent service Poole Housing Partnership (positive practice)

	Excellent service Poole Housing Partnership (positive practice)

	Excellent service Sandwell Homes (positive practice)

	Excellent service Sheffield Homes phase 1 (positive practice)

	Excellent service Sheffield Homes phase2 (positive practice)

	Excellent service Solihull Community Housing (positive practice)

	Excellent service Stockport homes (positive practice)

	Excellent service Wakefield and District Housing

	Excellent Service Warrington ALMO

	Excellent service West Kent HA (positive practice)

	Excellent service, excellent prospects

	Excellent services Gateshead Housing Company (positive practice)

	Leicester City Council (positive practice)

	Manchester City Council (positive practice)

	Westminster City Council (positive practice)

FINANCIAL MODELLING

	Financial modelling (positive practice)

FIRE SAFETY

	Fire risk management strategy

	Fire safety (positive practice)

	Smoke alarms (positive practice)

FIRST TIME REPAIRS

	First time repairs (positive practice)

FLEXIBLE WORKING

	Flexible working (positive practice)

FRAMEWORK CONTRACTS

	Framework contracts (positive practice)

FREEPHONE TELEPHONE LINES

	Freephone telephone lines (positive practice)

FUEL

	Fuel poverty (positive practice)

	Fuel poverty

	Fuel poverty 1 (positive practice)

	Fuel poverty 2 (positive practice)

	Fuel poverty 3 (positive practice)

FUNDING NEW IDEAS

	Funding new ideas (positive practice)

GAS BOILERS (LPG)

	Gas boilers (LPG) (positive practice)

GAS CERTIFICATES

	Gas certificates (positive practice)

Gas Safety Register

Complimentary SAFETYnet briefing by Morag Brown

GAS SAFETY

	Gas safety and the use of gas interrupters

	Gas safety and the use of gas interrupters - Supplementary paper

GAS SERVICING

	Gas servicing (positive practice)

	Gas servicing 01 (positive practice)

	Gas servicing 02 (positive practice)

	Gas servicing 03 (positive practice)

	Gas servicing 04 (positive practice)

	Gas servicing 05 (positive practice)

	Gas servicing 06 (positive practice)

	Gas servicing 07 (positive practice)

	Gas servicing 08 (positive practice)

	Gas servicing 09 (positive practice)

	Gas servicing 10 (positive practice)

	Gas servicing 11 (positive practice)

	Gas servicing 12 (positive practice)

	Gas servicing 13 (positive practice)

	Gas servicing 14 (positive practice)

	Gas servicing 15 (positive practice)

	Gas servicing 16 (positive practice)

	Gas servicing 17 (positive practice)

	Gas servicing 18 (positive practice)

	Gas servicing 19 (positive practice)

	Gas servicing 20 (positive practice)

	Gas servicing 21 (positive practice)

	Gas servicing 22 (positive practice)

	Gas servicing 23 (positive practice)

	Gas Servicing 24 (positive practice)

	Gas servicing 25 (positive practice)

	Gas servicing 26 (positive practice)

	Gas servicing 27 (positive practice)

	Gas servicing 28 (positive practice)

	Gas servicing 29 (positive practice)

	Gas servicing 30 (positive practice)

	Gas servicing 31

	Gas servicing 32

	Gas servicing 33 (positive practice)

	Gas servicing 34 (positive practice)

	Gas servicing 35 (positive practice)

	Gas servicing 36 (positive practice)

	Gas servicing 37 (positive practice)

	Gas servicing 38 (positive practice)

	Gas servicing at North Somerset Housing

Member question from Hounslow Homes

(Jaspal Sidhu)

NOSP, Injunctions or Forced Entry?

	What does excellence look like? Gas servicing

GOOD PRACTICE GUIDE

	Good practice guide (positive practice)

HAND HELD COMPUTERS

	Hand held computers (positive practice)

	Hand held computers 1 (positive practice)

	Hand held technology (positive practice)

HANDYPERSONS

	Handyman service

	Handyperson scheme for new tenants (positive practice)

	Handyperson service (positive practice)

	Handyperson service 1 (positive practice)

HARD TO REACH GROUPS

	Hard to reach groups (positive practice)

	Hard to reach groups 1 (positive practice)

	Hard to reach groups 2 (positive practice)

	Hard to reach groups 3 (positive practice)

	Hard to reach groups 4 (positive practice)

	Hard to reach groups 5 (positive practice)

HEALTH AND SAFETY

	Health and safety 1 (positive practice)

	Health and safety checks 3 (positive practice)

	Housing health and safety check (positive practice)

HOME STANDARD

	Home standard - TSA proposed

HOUSING BEST PRACTICE

	Health and safety checks (positive practice)

The secrets of housing best practice

(Rob McNaughton)

A summary of the seminar series (A Hodgkinson)

IMPROVEMENTS

	Contractor involvement (positive practice)

	Improvement choices (positive practice)

	Improvement loans (positive practice)

	Improvement standards (positive practice)

	Improvements (positive practice)

	Improvements 1 (positive practice)

	Kitchen improvements (positive practice)

	Leaseholder repairs and improvements - positive practice key findings

	Planned maintenance (positive practice)

INCENTIVES

	DIY skills training incentives (positive practice)

	Incentive scheme 4

	Incentives (positive practice)

	Incentives 1 (positive practice)

	Incentives 2

	Incentives 3

The use and value of incentives

(Alan Hodgkinson)

Using Repairs in and/or for incentives

INFORMATION FOR COUNCILLORS

	Information booklets (positive practice)

	Information for Councillors (positive practice)

INTERNET ACCESS

	Internet access (positive practice)

	Internet access 1 (positive practice)

	Internet access 2 (positive practice)

INTERPRETATION SERVICE

	Interpretation service (positive practice)

	IT and access (positive practice)

	IT and improvements (positive practice)

	IT development (positive practice)

	Partnering IT interface (positive practice)

	Stock condition data (positive practice)

	Work scheduling (positive practice)

JOINT CONTRACTING

	Joint contracting

JOINT PROCUREMENT

	Joint procurement (positive practice)

	Joint procurement

	Joint procurement 2

	Joint procurement 3 (positive practice)

JOINT WORKING

	Joint working 2 (positive practice)

Key safes

	Key safes

LEASEHOLDER INFORMATION

	Leaseholder information (positive practice)

LEASEHOLDERS

	Grant aid for leasehold improvements (positive practice)

	Leasehold repairs and improvements (positive practice)

	Leaseholder involvement (positive practice)

	Leaseholder involvement (positive practice)

	Leaseholder major works (positive practice)

	Leaseholder repairs and improvements - positive practice key findings

	Leaseholder repairs communication (positive practice)

	Leaseholder service standards (positive practice)

LETTABLE STANDARD

	Lettable standard (positive practice)

Member question from Kinross Council

(Mark Weir)

Standards can vary greatly across different organisations

LEVER TAPS

	Lever taps (positive practice)

LIFT MAINTENANCE

	Lift maintenance (positive practice)

LOANS SCHEME

	Loans scheme (positive practice)

LOCAL MANAGEMENT AGREEMENTS

	Local Management Agreements (positive practice)

LOFT CONVERSION

	Loft conversion (positive practice)

LPG GAS BOILERS

	LPG gas boilers (positive practice)

MAJOR WORKS

	Burglar alarms and major works - positive practice key findings

	Major works (positive practice)

	Major works 1 (positive practice)

	Major works 2 (positive practice)

	Major works 5 (positive practice)

	Major works 6 (positive practice)

	Major works 7 (positive practice)

	Major works 8 (positive practice)

	Major works and aids and adaptations - positive practice key findings (positive practice)

	Major works and burglar alarms - positive practice key findings (positive practice)

MAJOR WORKS AND RECYCLING

	Major works and recycling (positive practice)

	Major works and recycling 1 (positive practice)

MANAGEMENT

	Areas of intensive management (positive practice)

MARKET RESEARCH

	Market research (positive practice)

MENTORING

	Mentoring (positive practice)

	Mentoring 1 (positive practice)

MINOR REPAIRS

	Minor repairs (positive practice)

MOBILE WORKING

	Mobile working (positive practice)

MODELLING HOUSING MARKETS

	Modelling housing markets (positive practice)

MONITORING REPAIRS

	Monitoring repairs (positive practice)

MULTI SKILLING

	Multi skilling (positive practice)

MULTI-LINGUAL REPAIRS SERVICE

	Multi-lingual repairs service (positive practice)

	Online multi-lingual repairs service (positive practice)

MYSTERY SHOPPING

	Mystery shopping (positive practice)

	Mystery shopping 1 (positive practice)

	Mystery shopping 2 (positive practice)

	Mystery shopping 3 (positive practice)

	Mystery shopping 4 (positive practice)

NEIGHBOURHOOD CHANGE

	Neighbourhood change (positive practice)

NEW BUILD

	New build defects (positive practice)

	New build project (positive practice)

NEW HOMES DESIGN

	New homes design (positive practice)

NEW WAYS OF WORKING

	New ways of working (positive practice)

NEWSLETTER

	Newsletter (positive practice)

NO ACCESS

Member question from Manchester CC

(Larry Patrick)

'No access' can have a detrimental effect on cost and performance despite our best efforts

OPTIONS APPRAISAL

	Options appraisal aids (positive practice)

OUTCOME FOCUSSED CONTRACTS

	Outcome focussed contracts (positive practice)

PARTNERING

	Framework contracts (positive practice)

	Partnering - Positive Practice/Key Findings (positive practice)

	Partnering 2 (positive practice)

	Partnering 5 (positive practice)

	Partnering 6 (positive practice)

Partnering and open-book – till dispute do us part?

TEAMnet briefing by Wayne Hughes

	Partnering arrangements 1 (positive practice)

	Partnering arrangements 2 (positive practice)

	Partnering contract (positive practice)

	Partnering demonstration status (positive practice)

	Partnering for doors and windows - positive practice key findings (positive practice)

	Partnering framework

	Partnering in-sourcing (positive practice)

	Partnering IT interface (positive practice)

	Partnering working (positive practice)

	Partnering workshops (positive practice)

PARTNERSHIP WORKING

	Partnership guide

	Partnership working

	Partnership working 01

	Partnership working 02

	Partnership working 03

	Partnership working 04

	Partnership working 05

	Partnership working 06

	Partnership working 07

	Partnership working 08

	Partnership working 09

	Partnership working 10

	Partnership working 11

	Partnership working 12

	Partnership working 13

	Partnership working 14 (positive practice)

	Partnership working 15 (positive practice)

	Partnership working 16

	Partnership working 17 (positive practice)

	Partnership working 18 (positive practice)

	Partnership working 19 (positive practice)

	Partnership working 20 (positive practice)

PEER REVIEW

	Peer review (positive practice)

	Procurement (positive practice)

PERFORMANCE ANALYSIS TOOL

	Analysis of English local authority housing management performance 2007/08

	Performance analysis tool

PERFORMANCE FRAMEWORK

There are no documents within this heading.

PERFORMANCE IMPROVEMENT

	Performance improvement

	Performance improvement monitoring (positive practice)

PERFORMANCE MANAGEMENT

	Challenging service delivery (positive practice)

	Performance improvement (positive practice)

	Performance management (positive practice)

	Performance management 1 (positive practice)

	Performance management 2 (positive practice)

	Performance management 3 (positive practice)

	Performance management 4 (positive practice)

	Performance management 5 (positive practice)

	Performance management 6 (positive practice)

	Performance management 7 (positive practice)

PERFORMANCE MANAGEMENT AND IT

	Performance management and IT (positive practice)

PLAIN ENGLISH CONTRACTS

	Plain English contracts (positive practice)

PLANNED MAINTENANCE

	Planned maintenance (positive practice)

	Planned maintenance (positive practice)

	Planned maintenance 2 (positive practice)

	Planned maintenance 2 (positive practice)

	Planned maintenance 3 (positive practice)

	Planned maintenance 4 (positive practice)

PORTFOLIO MANAGEMENT

	Portfolio management (positive practice)

POSITIVE PRACTICE GUIDE

	Positive practice guide (positive practice)

POWER SUPPLIES

	Power supply to voids (positive practice)

PRE AND POST VOID INSPECTION

	Pre and post void inspection (positive practice)

PREDICTING HOUSING MARKETS

	Predicting housing markets (positive practice)

PRIORITISING REPAIRS

	Prioritising repairs (positive practice)

PRIORITY MATRIX

	Priority matrix (positive practice)

PROCUREMENT

Application of EC directives to RSLs

(Wayne Hughes)

On 19 September 2004 the British government announced that it had finally accepted the European Commission's view

	Collaboration in procurement - a success story

Effective procurement/VfM/contract arrangements

Complimentary HQN briefing by Rob McNaughton looks at joint procurement, whole life costing, partnering and other common issues

	Procurement (positive practice)

	Procurement 10 (positive practice)

	Procurement 11

	Procurement 12 (positive practice)

	Procurement 2 (positive practice)

	Procurement 4 (positive practice)

	Procurement 5 (positive practice)

	Procurement 6 (positive practice)

	Procurement 7

	Procurement 8 (positive practice)

	Procurement 9 (positive practice)

	Procurement process (positive practice)

	Procurement process 1 (positive practice)

PROFILING

	Profiling (positive practice)

	Profiling 1 (positive practice)

	Profiling 2 (positive practice)

	Profiling 3 (positive practice)

PROPERTY MOT

	Property MOT (positive practice)

	Property MOT 1 (positive practice)

	Property MOT 2 (positive practice)

QUALITY AND TEMPORARY HOUSING MODEL

	Quality and temporary housing model (positive practice)

QUALITY ASSURANCE

	Challenging service delivery (positive practice)

QUALITY AUDITS BY TENANTS

	Quality audits by tenants (positive practice)

QUALITY OF REPAIRS

	Quality of repairs (positive practice)

	Quality of repairs 1 (positive practice)

RDSAP

	RDSAP: Energy performance rating

RECYCLING

	Recycling (positive practice)

	Recycling 1 (positive practice)

REDUCING ABSENTEEISM

	Reducing absenteeism

REGENERATION

	Regeneration (positive practice)

	Regeneration 1 (positive practice)

	Regeneration 2 (positive practice)

	Regeneration 3 (positive practice)

	Regeneration 4 (positive practice)

	Regeneration 5

	Regeneration programme (positive practice)

RENEWABLE ENERGY SOURCES

	Renewable energy 1 (positive practice)

	Renewable energy sources (positive practice)

	Solar power (positive practice)

REPAIRS

	Coordinating repairs

	Leaseholder repairs and improvements - positive practice key findings

	Pre-termination repairs (positive practice)

	Repairs and respect for local wildlife (positive practice)

	Repairs appointments system - positive practice key findings (positive practice)

	Repairs diagnosis (positive practice)

	Repairs during notice (positive practice)

	Repairs first time (positive practice)

	Repairs on prescription (positive practice)

	Repairs ordering (positive practice)

	Repairs reporting 3 (positive practice)

	Repairs statements - positive practice key findings (positive practice)

	Repairs timescales

	Repairs waste (positive practice)

	Voids pre-termination repairs (positive practice)

	What does excellence look like? Void repairs

RESIDENT INVOLVEMENT

	Resident involvement (positive practice)

	Resident involvement (positive practice)

	Resident involvement (positive practice)

	Resident involvement 10 (positive practice)

	Resident involvement 11

	Resident involvement 12 (positive practice)

	Resident involvement 13 (positive practice)

	Resident involvement 14 (positive practice)

	Resident involvement 15 (positive practice)

	Resident involvement 16 (positive practice)

	Resident involvement 17 (positive practice)

	Resident involvement 18 (positive practice)

	Resident involvement 19 (positive practice)

	Resident involvement 2 (positive practice)

	Resident involvement 20 (positive practice)

	Resident involvement 21 (positive practice)

	Resident involvement 22 (positive practice)

	Resident involvement 3

	Resident involvement 4

	Resident involvement 5 (positive practice)

	Resident involvement 6 (positive practice)

	Resident involvement 7 (positive practice)

	Resident involvement 8 (positive practice)

	Resident involvement 9 (positive practice)

RESIDENT INVOLVEMENT COMMITTEE

	Resident involvement committee (positive practice)

RESIDENT TRAINING

	DIY schemes - Gateshead Housing Company

	Quality audits by tenants

	Training residents - Kensington and Chelsea RB

RESPONSIVE REPAIRS

A confidential survey of timescales among TEAMnet members

When does the clock start and stop?

	Managing responsive repairs

	Repairs contact centre (positive practice)

	Repairs handbook (positive practice)

	Repairs receipt (positive practice)

	Repairs reporting (positive practice)

	Repairs reporting 1 (positive practice)

	Repsonsive repairs (positive practice)

	Response repairs 3 (positive practice)

	Response repairs 4 (positive practice)

Responsive and planned maintenance procurement - delivering the required efficiency savings

New seminar, discounts for members

	Responsive repairs 1

	Responsive repairs 2 (positive practice)

	Responsive repairs service review (positive practice)

The use of appointments in responsive repairs

(A Hodgkinson)

Appointment systems are relatively common when delivering planned and capital works

RISK MANAGEMENT

	Risk management (positive practice)

	Risk management 1

	Risk management 2 (positive practice)

	Risk management 3 (positive practice)

ROOF INNOVATION

	Roof innovation

SALARY STATUS FOR DLO'S

Member question from Fenland DC

(Calvin Fisher)

Do we still need bonuses reward operative performance?

Member question from Lincoln CC

(Heidi Thompson)

Transferring tradesmen from an SMV scheme to salary status

Supplement to member question from Fenland DC

Experience from Barrie Jones at Aylesbury DC

SATISFACTION ASSESSMENT

	Satisfaction assessment

	Satisfaction surveys (positive practice)

SELF BUILD SCHEMES

	Self build schemes (positive practice)

	Self build schemes 1 (positive practice)

SERVICE CHARGES

	Leaseholder repairs and improvements - Derby Homes (positive practice)

	Leaseholder service charges - CityWest Homes (positive practice)

SERVICE GUARANTEE

	Service guarantee (positive practice)

SERVICE IMPROVEMENT

	Challenging service delivery (positive practice)

	Portfolio management (positive practice)

	Service improvement (positive practice)

	Service improvement 1 (positive practice)

	Service improvement 2 (positive practice)

	Service improvement compacts (positive practice)

	Service improvement incentives (positive practice)

	Service monitoring (positive practice)

	Service monitoring 1 (positive practice)

	Services in rural areas (positive practice)

	Work scheduling (positive practice)

SERVICE STANDARDS

	Service standards (positive practice)

	Service standards 1 (positive practice)

SHARED SERVICE DELIVERY

	Shared service delivery (positive practice)

SHELTERED ACCOMMODATION

	Sheltered housing refurbishment (positive practice)

	Sheltered housing repairs (positive practice)

	Sheltered units (positive practice)

SHORT NOTICE INSPECTIONS

	Short notice inspections (positive practice)

Short notice inspections (SNI) of housing associations – Audit Commission Consultation - HQN response

HQN response by Alistair McIntosh

Short notice inspections – the first nine months – part two

Complimentary Network briefing by John Wheeldon

SOLID FUEL HEATING

	Solid fuel heating (positive practice)

SPECIALIST MAINTENANCE CONTRACTOR

	Specialist maintenance contractor (positive practice)

STAFF CONSULTATION

	Staff consultation (positive practice)

STAFF DEVELOPMENT

	Staff development (positive practice)

	Staff development 1 (positive practice)

STAFF INSPECTION AND ACTION DAYS

	Staff inspection and action days (positive practice)

STAFF STRUCTURE AND DISPERSED PROPERTIES

Member question from Raglan HA

(Martyn Kemp)

A view from Alan Hodgkinson

STAFF VACANCY COVER

	Staff vacancy cover (positive practice)

STANDARDS AND PERFORMANCE

	Quality counts - A brief guide to quality standards and systems

	Standards and performance sub-group (positive practice)

STOCK CONDITION

	Stock condition data (positive practice)

	Stock condition data 1 (positive practice)

	Stock condition survey

STRATEGIC DECISION MAKING

	Strategic decision making (positive practice)

SUPPLY CHAIN MANAGEMENT

	Supply chain management (positive practice)

SUSTAINABILITY

Demonstrating the sustainability of housing organisations

Complimentary Network briefing by Richard Lupo

Metropolitan Housing Partnership and sustainability

Complimentary HQN briefing by Matthew Bush summarises what MHP has achieved since 2004 and where it is heading

	Sustainability (positive practice)

	Sustainability 1

	Sustainability index (positive practice)

	Sustainability index 2 (positive practice)

	Sustainability matrix (positive practice)

	Sustainability modelling

SYSTEM BUILT HOMES

A TEAMnet question to members

Love them or hate them they are still here and could become popular again if John Prescott's £60k house comes to fruition

TENANT AUDITORS

	Tenant auditors (positive practice)

TENANT CHOICE

	Tenant access (positive practice)

	Tenant choice (positive practice)

TENANT COMMUNICATION

	Tenant communication (positive practice)

	Tenant communication (positive practice)

	Tenant communication - TV (positive practice)

	Tenant communication 01 (positive practice)

	Tenant communication 02 (positive practice)

	Tenant communication 03 (policy practice)

	Tenant communication 04 (positive practice)

	Tenant communication 05 (positive practice)

	Tenant communication 08 (positive practice)

	Tenant communication 09 (positive practice)

	Tenant communication 10 (positive practice)

	Tenant communication 12 (positive practice)

	Tenant Communication 13 (positive practice)

	Tenant communication 14 (positive practice)

	Tenant communication 14 (positive practice)

	Tenant communication 15 (positive practice)

	Tenant communication 16

	Tenant communication 18 (positive practice)

	Tenant communication 19 (positive practice)

	Tenant communication 20 (positive practice)

	Tenant communication 21 (positive practice)

	Tenant communication 22 (positive practice)

	Tenant communication 23 (positive practice)

	Tenant communication 24 (positive practice)

	Tenant feedback (positive practice)

	Tenant improvement loans (positive practice)

	Tenant repairs handbook (positive practice)

TENANT EMPOWERMENT

	Tenant empowerment (positive practice)

TENANT ENGAGEMENT

	Tenant engagement (positive practice)

TENANT INSPECTION

	Tenant inspection (positive practice)

	Tenant inspections 1 (positive practice)

TENANT INVOLVEMENT

	Estate committees (positive practice)

	Tenancy agreement (positive practice)

	Tenant approval (positive practice)

	Tenant involvement (positive practice)

	Tenant involvement (positive practice)

	Tenant involvement 01 (positive practice)

	Tenant involvement 02 (positive practice)

	Tenant involvement 03 (positive practice)

	Tenant involvement 04 (positive practice)

	Tenant involvement 05 (positive practice)

	Tenant involvement 06 (positive practice)

	Tenant involvement 08 (positive practice)

	Tenant involvement 10 (positive practice)

	Tenant involvement 9 (positive practice)

TENANT PARTICIPATION

	Tenant participation (positive practice)

	Tenant participation 1 (positive practice)

TENANT PROFILING

	Tenant profiling (positive practice)

TEXT MESSAGING REPAIRS

	Repairs appointments system - positive practice key findings (positive practice)

	Text messaging appointments

	Text messaging appointments 1 (positive practice)

	Text messaging repairs (positive practice)

TRACKING NEIGHBOURHOOD CHANGE

	Tracking neighbourhood change (positive practice)

TRAINING

Mission: Possible - Can you deliver high standards and value for money in responsive repairs?

May 2010 - London | Birmingham | Leeds

Mission: Possible - Can you deliver high standards and value for money in responsive repairs?

May 2010 - Belfast

TEAMnet in-house training - Property inspection for increased quality and value

Training for technical housing officers

	TEAMnet in-house training - Technical training course selection guide

	TEAMnet in-house training – Legal obligations and housing disrepair

TEAMnet in-house training - Common building defects and failures

In-house training for technical housing officers

	TEAMnet in-house training - Construction and repairs for housing officers

TEAMnet in-house training - Getting it right first time

Repairs diagnosis for front-line staff

	TEAMnet in-house training - Repairs and technical skills for caretakers, estate wardens and scheme staff

TEAMnet retrofit best practice groups - Grants, finance and partnering

Wednesday 10 February 2010 | Orbit Heart of England, Stratford-on-Avon; Wednesday 17 March 2010 | Hosted by Six Town Housing at Europa House, Bury

	TEAMnet training - Fall in line - Compliance in repairs and maintenance

	TEAMnet training - Practical energy efficiency for frontline employees

	Training academy (positive practice)

	Training in DIY skills (positive practice)

	Training in DIY skills 1 (positive practice)

	Training in partnership (positive practice)

	Training partnership 1 (positive practice)

	Training residents (positive practice)

TRAINING AND LEARNING

Mission: Possible - Can you deliver high standards and value for money in responsive repairs?

May 2010 - London | Birmingham | Leeds

Mission: Possible - Can you deliver high standards and value for money in responsive repairs?

May 2010 - Belfast

TEAMnet retrofit best practice groups - Grants, finance and partnering

Wednesday 10 February 2010 | Orbit Heart of England, Stratford-on-Avon; Wednesday 17 March 2010 | Hosted by Six Town Housing at Europa House, Bury

	Training and learning (positive practice)

TRAINING RESIDENTS

	Training for residents 1 (positive practice)

	Training residents (policy practice)

	Training residents 2

	Training residents 3 (positive practice)

	Training residents 4 (positive practice)

TRANSLATION SERVICES

There are no documents within this heading.

TV - USE FOR TENANT COMMUNICATION

	TV – use for tenant communication (positive practice)

UNVENTED GAS APPLIANCES

	Unvented gas appliances

URBAN CARE AND NEIGHBOURHOOD CENTRES

	Urban care and neighbourhood centres (positive practice)

URGENT REPAIRS

Member question from Hillingdon Homes

(Eugene Gunn)

How do organisations perform against AC Guidance of 30%

VALUE FOR MONEY

	HQN briefing - A compendium of tools for managing value for money

	Value for money (positive practice)

	Value for money (positive practice)

	Value for money 10 (positive practice)

	Value for money 11 (positive practice)

	Value for money 12 (positive practice)

	Value for money 13 (positive practice)

	Value for money 14

	Value for money 15

	Value for money 16 (positive practice)

	Value for money 17 (positive practice)

	Value for money 18 (positive practice)

	Value for money 19 (positive practice)

	Value for money 20 (positive practice)

	Value for money 21 (positive practice)

	Value for money 22 (positive practice)

	Value for money 4

	Value for money 5 (positive practice)

	Value for money 6 (positive practice)

	Value for money 7 (positive practice)

	Value for money 8 (positive practice)

	Value for money 9 (positive practice)

VIDEO DIARIES

	Video diaries (positive practice)

VISION MANAGEMENT

	Vision management system (positive practice)

	Vision management system 1 (positive practice)

VISUAL IMPAIRMENT

	VIP cards (visual impairment) (positive practice)

VOID MANAGEMENT

	Void management (positive practice)

VOIDS

	Lettable standard (positive practice)

Member question from Kinross Council

(Mark Weir)

Standards can vary greatly across different organisations

	Void and demand strategy (positive practice)

	Void and gas (positive practice)

	Void inspection (positive practice)

	Void key safes

	Void keys (positive practice)

	Void property management (positive practice)

	Void property management 1 (positive practice)

	Void property management 2 (positive practice)

	Void security (positive practice)

	Void standard (positive practice)

	Void works (positive practice)

	Voids group (positive practice)

	What does excellence look like? Void repairs

VULNERABLE CUSTOMERS

	Vulnerability checklist (positive practice)

	Vulnerable customers (positive practice)

	Vulnerable customers 1 (positive practice)

	Vulnerable customers 3

	Vulnerable customers 4 (positive practice)

	Vulnerable customers 5 (positive practice)

	Vulnerable tenants - positive practice key findings (positive practice)

WASTE

	Waste disposal (positive practice)

	Waste recycling (positive practice)

WEBSITES

	Website (positive practice)

	Website information (positive practice)

	Website information 1 (positive practice)

WORK SCHEDULING

	Work scheduling (positive practice)

WORKFORCE PLANNING

	Workforce planning (positive practice)

YOUTH BUILD PARTNERSHIP

	Youth build partnership

YOUTH COUNCIL

	Youth council (positive practice)

YOUTH MENTORING

	Youth mentoring (positive practice)

Address:

Rockingham House, St Maurice's Road, York, YO31 7JA

Tel:	0845 4747 004

Fax:	0845 4747 006

Email:

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