• Introduced a more efficient telephone rent payment system.
  • Created a Board Excellence Plan, recruited new Board members and carried out appraisals for every Board Member.
  • Completed succession planning and the election of our new Chairman.
  • Joined the Scottish Federation of Housing Associations to share best practice with other Housing Associations and to influence Government and other organisations’ investment in housing for the benefit of our customers.
  • Worked with Lanarkshire Housing Association to tender for new auditors and put in a new programme of internal audit checks on our business.
  • Benchmarked with the Scottish Housing Network on value for money and on our performance against the G8 Group of Housing Associations.
  • Developed videos that can be viewed online by our potential and existing customers, covering pre-tenancy, new tenancy and repairs processes and information on condensation and how to prevent and deal with it
  • Developed further the performance management framework to increase assurance and monitoring of targets.
  • Invested more in our specialist teams, focusing on income, sustainment and lettings to create an improved, proactive approach in all of these areas.
  •  Reviewed our systems to meet the requirements of new aspects of welfare reforms and their impact on tenancy sustainment, to ensure better, streamlined advice and uncomplicated correspondence to customers.
  • Continued to conduct a programme of internal audits covering governance, asbestos, gas (duty of care), Annual Return on the Charter (ARC), factoring and payments.
  • Further reviewed our organisational structures, incorporating new frontline staff to provide services to customers
  • Reviewed further the performance management framework to increase assurance and monitoring  of targets.
  • Improved our Rechargeable Repairs process to streamline and make it more customer focused.
  • Undertook extensive and independent scenario and stress testing of our 30-year business plan.
  • Met with internal and external auditors independently to review annual processes and statements.
  • Committed to reviewing best practice within and beyond the industry through professional membership including:
    • CIPFA
    • Chartered Institute of Housing (CIH)
    • Royal Institution for Chartered Surveyors (RICS)
    • Chartered Institute for Personnel and Development (CIPD)
    • Chartered Institute for Management Accountants (CIMA)
  • Continued with a robust performance and support framework for staff, including 1-1’s, annual reviews and annual training plans.