Potential Locations of Salix Satellite service.

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Dera Mr Brodie

Please find attached your acknowledgement letter to the FOI request which you submitted

If you have any queries please contact me.

Kind Regards

Daryl Stonebank
Service Improvement Manager
Improvement and Communcations
*:Salix Homes | Diamond House | Peel Cross Road | Salford M5 4DT
(:0161 779 8835
6 :0161 779 8978
8 : [email address]
www.salixhomes.org
'More than just a place to live'

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Dear Mr Brodie

Firstly, please accept my apologies about the delay in the Freedom Of Information response you are due. I am out of the office today, but will ensure the response is with you on Monday, 7th September

Yours Sincerely

Daryl Stonebank
________________________________________
From: Paul Brodie [[FOI #16441 email]]
Sent: Friday, September 04, 2009 12:54 AM
To: Stonebank, Daryl
Subject: Re: Freedom of Information request - Potential Locations of Salix Satellite service.

Dear Daryl Stonebank,

My Freedom of Information Request is now overdue. The response
should have been received no later than 3rd September 2009. Could
you please respond asap with an update.

Yours sincerely,

Paul Brodie

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Dear Mr Brodie

Thank you for your recent request for information wich was received at our
offices 6^th August, 2009 , regarding the for the relocation of services
from Blackfriars Office to a Salix Homes Satellite Service, in the East
Salford Area.

Your request has been processed under the terms of the Freedom of
Information Act 2000. I have listed the figures requested next to the
corresponding questions which you posed in your original e-mail.

As part of our change management programme, a review of existing customer
access points was needed, this involved a development of a 3 year Customer
Access Strategy with two key objectives.

* To support the wider integration of services by bringing key
teams together at Diamond House;
* To widen customer access by providing customer access centre at more
appropriate places better suited to the needs of our customers.

Consequently during the autumn of 2008, the Customer Services team begun a
series of consultation exercises to gain the opinions of customers on how
they access our services, the location of customer access points and
opening hours. In response to this consultation, Salix Homes launched a
new service with extended opening hours as a pilot from January of 2009.
This pilot service has informed the development of the strategy.
Consultation has continued to take place with customers throughout 2009
and has included:

* Stand point electronic questionnaires to measure the level of customer
satisfaction
* `Getting to know you' campaign - door knocking and telephone contact
exercises to capture customer feedback;
* Customer Service Pilot surveys;
* Regular feedback from our Customer Access and Involvement Service
Specific Panel;
* Feedback from the Salix Homes Senate.

With specific reference to your request for information;

1.1 all the locations that have been considered, for the relocation of
services from Blackfriars Office to a Salix Homes Satellite Service, in
the East Salford Area

The sites which have been considered as Customer access Points in the East
Salford were;

* Shared accommodation with the Urban Regeneration Company at Shop Unit,
Mocha Parade, M7 1QE.
* The Vibe, Broughton Lane New Broughton, Salford, Greater Manchester M7
1ZT.
* Broughton Community Resource Centre. Clowes House 319 Bury New Road
Higher Broughton. Manchester. M7 2YN
* Oasis Centre, Silk Street, Salford, M3 6LZ

1.2 all the locations that are being considered, for the relocation of
services from Blackfriars Office to a Salix Homes Satellite Service, in
the East Salford Area

Please see 1.3

1.3 all the locations that will be considered, for the relocation of
services from Blackfriars Office to a Salix Homes Satellite Service, in
the East Salford Area.

The Customer Access Strategy has now been completed and approved with new
Customer Access arrangements now in place.

Our Local Offices
Customers can visit us in person at our two Local Offices.

Diamond House (Salix Homes Head Office)
2 Peel Cross Way, Salford, M5 4DT
Opening Hours: Monday, Wednesday, Friday 8:30am - 4:30pm
Tuesday, Thursday 8:30am - 7:00pm

Local Surgeries
As well as our full time customer contact points, we also have regular
surgeries at the following locations. Salix Homes staff will be available
to call about any issue.

Broughton Resource Centre (which would provide opportunities for Customer
Access arrangement
Clowes House 319 Bury New Road Higher Broughton. Manchester. M7 2YN
Opening Hours: Monday and Wednesday 8:30am -11:30am
Tuesday and Thursday 2:30pm - 4:30pm

Ordsall Neighbourhood Building
2 Robert Hall Street, Ordsall, M5 3LT
We'll be there on: Monday - Thursday 12:00pm - 2:00pm

As well as the provision of Customer Access Points, there are also a
number of methods which compliment the way in which customers can access
our services.

Home Visits
If customers cant make it to one of our contact points or would prefer
that we came to visit them at your home or at another location convenient
to them, they can request a home visit.

By Phone
8 out of 10 customers have told us that they prefer to contact us by
telephone. This is confirmed in both the Status Survey 2008, and in
customer feedback captured during 2009 as part of the learning from our
Customer Service pilot. It is essential therefore that we continue to
invest in and improve our telephone customer access services.
Salix Direct
Freephone 0800 218 2000 (local rate: 0161 909 6559)
Opening hours: Monday - Friday 8.00am - 18:30pm
Saturday 8:30am - 12:30pm

Salix Homes Free-Call Points
To make sure Salix Homes is never out of reach, we will install Salix
Homes Free-Call points around Central Salford. Customers can use our
dedicated telephone to get straight through to a member of staff and find
out the latest information from Salix Homes. Once the location of the
free call points are confirmed I will forward these details onto yourself.

Online
Customers can access a number of services and find out lots of useful
information and advice online at the click of a button on our website
[1]www.salixhomes.org.

Just Click
Customers can pay rent, order a repair, report anti-social behaviour or
environmental issues by signing up to our Just Click account online. Visit
[2]http://secure.salixhomes.net/customerser....

2.1 all of the locations deemed unsuitable for this relocation

Shop Unit at Mocha Parade, Salford, M7 1QE.
Oasis Centre, Silk Street, Salford, M3 6LZ

2.2 and the comprehensive reasons why they were found unsuitable,

An initial option to set up new office accommodation at Mocha Parade for
an interim period (before a secondary move to Block F) and share a
facility with Urban Regeneration Company has been rejected on Value For
Money Grounds. Costs for refurbishment were in the region of £60,000 to
£75,000. Given the short term nature of the lease on this property, this
was felt to be prohibitively high.

Currently the Oasis Centre does have facilities but refurbishment costs
are in the region of £80,000. However this centre has not been ruled out
in the future for surgeries, if investment is made.

We are currently also in the process of looking at a shared facilities
lease (alongside Housing Connections, Salford City Council, and Great
Place Housing Association) at The Vibe, Broughton Lane New Broughton,
which would add another access point in East Salford.

The Customer Access strategy
([3]http://www.salixhomes.org/microsoft_word... )
is a living document and consultation and reviews of service will continue
to take place to ensure that we are meeting customer expectations and
needs now and in the future.

Should you disagree with the information provided in the attachment, or if
you wish to make a formal appeal against this decision, please
contact myself on the contact details below.

Should you further disagree with the decision following the appeal, you
may wish to contact the Office of the Information Commissioner.

Office of the Information Commissioner
Wycliffe House
Water Lane, Wilmslow
Cheshire SK9 5AF

[4]www.informationcommissioner.gov.uk
Tel: 01625 545700
Fax: 01625 524510

Yours Sincerely

Daryl Stonebank
Service Improvement Manager
Improvement and Communications
Salix Homes | Diamond House | Peel Cross Road | Salford M5 4DT
T.0161 779 8835
F.0161 779 8978
E-mail -[email address]
[5]www.salixhomes.org
`More than just a place to live'

References

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