STOCK INVESTMENT AND ASSET MANAGEMENT
Ref	Item	Current star rating	Gap	Map Keeper	Champion	Team
AM1	Has staff who all demonstrate user focus in their work, who treat people with respect at all times	1	2
AM2	Has front-line staff who demonstrate a wide range of knowledge about the full range of enquiries they receive or know who or how to access the necessary information to help service  users	1	2
AM3	Makes it easy for residents to report or query repairs or improvements by phone, in person or electronically, including outside normal office hours - all of which are dealt with efficiently and effectively	1	2
AM4	Will generally use appropriate technology to help staff and service users identify the appropriate repair	0	3
AM5	Tells service users when their repair should be completed at the time they report it, including outside normal office hours	1	2
AM6	Arranges repair, maintenance and improvement work and inspections related to it, at a time to suit the service user, mainly by appointment	1	2
AM7	Tells service users and leaseholders whether they are responsible for paying the cost of a repair at the time they report it	0	3
AM8	Has clear arrangements for dealing with service users when they refuse access for repairs and uses appropriate legal methods to ensure the completion of all necessary works	1	2
AM9	Has published clear service standards for the repairs service, which are tailored to meet local need and which often exceed minimum statutory requirements; for example Right to Repair for council service users	0	3
AM10	Actively canvasses the views of service users and uses them to review or improve services.  Service users are consulted and involved in major decisions that affect the service, for example in relation to stock investment priorities, programmes and procurement and repairs target timescales	0	3
AM11	Has service users who feel confident that their input will be valued and acted upon	0	3
AM12	Has service users who are satisfied with the repairs and improvements they receive and this is evidenced by a wide range of feedback methods	0	3
AM13	Has a clear understanding of its local community using all relevant information, including the input of local partners, and knows its own service user profile, making necessary adjustments where this is out of step in meeting the needs of those who require services	0	3
AM14	Knows, records, analyses and monitors information about the ethnicity, vulnerability and disability of service users and uses it to ensure services are delivered appropriately and to prioritise resources	0	3
AM15	Provides information about services and service standards in a comprehensive range of languages and formats appropriate to service users' needs eg, large print, Braille, other languages etc	0	3
AM16	Works with its component communities to ensure fair representation and service take-up	0	3
AM17	Does not discriminate against any person or other organisation on the grounds of race, ethnic origin, disability, nationality, gender, sexuality, age, class, appearance, religion, responsibility for dependants, unrelated criminal activities, bgeing HIV positive or with AIDS, or any other matter which causes a person to be treated with injustice	1	2
AM18	Carries out a consistent programme of maintenance services designed to meet Decent Homes Standards (DHS), sustainable communities and other service targets	1	2
AM19	Collects accurate information on stock condition to confirm the condition of its properties in relation to the DHS, and on costs and services, and uses it to decide prioirities and to strategically manage resources.  Carries out a statistically representative sample stock condition survey at least every three years	0	3
AM20	Automatically updates information from asset management programmes into its stock condition database	0	3
AM21	Maintains an up-to-date record of the location and condition of asbestos or presumed asbestos in its properties and provides information on its location and condition to anyone who is liable to work on or disturb any asbestos	0	3
AM22	Has improvement programmes which aim to deliver homes to a high quality, "DHS plus", and address 'lifetime' homes and ecological issues	0	3
AM23	Has an investment programme which covers the short, medium, and long term and provides sufficient detail so that service users and others are clear about the extent and timing of works	0	3
AM24	Has a repair service which reflects the wider needs of service users - for example, they meet service standards, address security and anti-social behaviour (ASB) issues or address hard to let areas/properties	0	3
AM25	Services electrical systems, communal heating systems, play equipment, lifts and other plant and mechanical systems in accordance with manufacturers' guidelines, statutory requirements and current good practice guidelines	1	2
AM26	Can get the necessary work done quickly and efficiently without long-winded approval systems	1	2
AM27	Completes repairs to a high standard within its target timescales, generally at the first visit	0	3
AM28	Uses an innovative mix of caretaker, handyperson, and multi-trade working to complete repair works in a responsive and customer-focussed way	0	3
AM29	Regularly inspects communal areas, jointly with residents' representatives, and ensures that the necessary repairs are carried out within target timescales	0	3
AM30	Has a challenging re-let standard, to which service users, have contributed, and which is availabile to tenants and prospective tenants before they view the property	0	3
AM31	Carries out repairs and safety checks to empty properties quickly and efficiently, to its own re-let standard.  As a result, there is a high level of service user satisfaction with the standard at which homes are re-let	0	3
AM32	Annually services and carries out safety checks to all internal gas appliances and carries out all necessary repairs and replacements promptly	1	2
AM33	Uses innovative ways to gain access where service users refuse it, using forced entry as a last resort and only after taking appropriate legal advice	1	2
AM34	Has good relationships with other stakeholders, including Health and Social Service specialists, enabling service users to receive aids and adaptations as part of appropriate support packages	1	2
AM35	Promotes adaptations for service users with disabilities and provides them quickly and to a high standard	1	2
AM36	Collects accurate information on costs and servieces and uses tit to decide priorities and to strategically manage resources in the context of a formal procurement strategy	0	3
AM37	Has undertaken a thorough assessment of the resources available and potentially available to support investment in the DHS, including (where appropriate) private finance, social housing grant, recycled grant funds, proceeds from the disposal of properties and regeneration resources (for example Market Renewal Fund), as well as Single Regeneration Budget (SRB), Neighbourhood Renewal Fund (NRF) and European Union (EU) funding), as well as internal budgets	1	2
AM38	Provides serivce users with clear, comprehensive and accurate information on services, including costs and benefits when presenting options for improvement	0	3
AM39	Provides clear and well understood infomation on costs and benefits and how these relate to the quality of services delivered	0	3
AM40	Follows good practice in procurement and understands where the greatest potential benefits can be gained, internally and externally.  For example is able to demonstate significant cost savings and/or quality improvements by employing partnering methods and incentives such as standardisation, partnering down the chain and discounts or long contract periods	0	3
AM41	Employs partnering arrangements with contractors and uses a range of Egan initiatives to provide an improved range of services to service users and reduces overall costs.  The organisation may have achieved Chartered Construction Client status for its maintenance services.  These partnerships may include those with other organisations wishing to procure similar services (Collective Procurement) such as other housing associations/councils/ALMOs	0	3
AM42	Uses costs and other information (including Housing Quality Indicators, performance indicators and costs in use) effectively to compare with others and monitor its own performance over time.  The organisation can demonstrate how information has been used to improve services	0	3
AM43	Has low overall costs as well as unit costs for key services compared to other organisations providing similar levels of services and allowing for the local context (service users may have agreed to pay more for higher quality services)	1	2
AM44	Has used procurement to achieve significant savings without loss of quality, eg can demonstrate achievements in delivering programmes and projects on time, to target and to service users' satisfaction, in terms of both cost and quality	0	3
AM45	Have effective arrangements for advising and recovering appropriate costs for communal services and improvements from leaseholders	0	3
AM46	Aims to keep repair pre-inspections within good practice guidelines	2	1
AM47	Carries out inspections of completed repairs within good practice guidelines using a risk-based assessment	1	2
AM48	Ensures that aids and adaptations are recycled, if the property is not to be re-let to a new tenant who needs them	0	3
AM49	Has a standardised specification for building works for use on individual projects or programmes of work that provides high quality accommodation that is well above DHS requirements, which has been evaluated for value for money and agreed with service users	0	3
AM50	Can demonstrate competitiveness of internal service provision when compared with external providers and has carried out a review of procurement capacity within the organaisation	0	3
AM51	Has achieved an optimum balance of expenditure between planned maintenance and responsive repairs, having regard to good practice guidelines, but appropriate to the age and condition of the organisation's stock	0	3
AM52	Has achieved an optimum balance of expenditure between emergency, urgent and routine response repairs, having regard to good practice guidelines, but appropriate to the age and condition of the organisation's stock	0	3
AM53	Manages contracts effectively and can demonstrate achievements in delivering programmes and projects on target and to service users' satisfaction, in terms of both cost and quality and performance	0	3
AM54	Has systems in place which ensure there is probity of procurement including an internal audit process	2	1
AM55	Consistently meets or exceeds targets specified in service standards and performance indicators	0	3
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