Meet The Teams
Here at Partners Foundation, we have groups of people that work together as part of a team in different areas of our company.
Tenant Services
The department will deliver tenant-related services such as sign ups, end of tenancy hand backs and property related tenant support which is a bespoke service tailored to the individual needs of the tenant.
All of our tenants receive an annual review meeting where we discuss any issues and make sure that the tenant is still happy living in their home and that it is suitable to their needs.
We will also conduct annual Service Level Agreement review meetings with the Support Provider that support our tenants. We work with Commissioners and Support Providers to fill voids in our properties.
We will work with repairs, finance and the benefits team to enable us to work effectively for the best outcome for our tenants. We will also share good news stories with the Media Department so that we can promote the great work that PFL do.
Our success will be measured internally via our KPIs and externally through tenant satisfaction questionnaires and feedback through our website.
Benefits & Rent Setting
The department will carry out an initial assessment to make sure that the prospective tenant is eligible for supported housing. We will then support them with their initial housing benefit application and make sure that it stays in payment.
We will visit our tenants, their appointees or family members and carry out a benefit health check to make sure that they are receiving everything that they are entitled to.
For any benefits the tenants are entitled to, but are not currently receiving, we will assist with the application and track the progress until the claim is in payment. We aim to do this within a month from the tenancy commencement date.
We offer an ongoing personal benefits maintenance service where monthly bank statements for each tenant are sent to us so that we can check if the correct amount of benefits are being paid regularly into the bank accounts.
We will monitor benefits and savings each month and make the necessary amendments as and when anything changes.
We will also support our tenants, their family members or appointees with any formal benefit review letters, over and underpayments, suspensions or appeals, this also includes Council Tax.
Any benefit review forms that need completing we will support the tenant/appointee to complete the forms and submit these on the tenants behalf.
We work closely with finance, repairs and tenant services departments to make sure that any discrepancies can be discussed and rectified.
We will carry out annual rent reviews based on the latest government guidelines. This includes sending out revision letters to tenants, their appointees and family members.
On our behalf the tenant services department will carry out annual satisfaction surveys on our personal benefits service.
We will measure our delivery by performing weekly checks on the department ensuring all KPI’s are satisfactory.
All of the above links in with the rent setting/succession department.
Repairs & maintenance
The department will deliver the following - gardening and DIY services, responsive repairs, emergency repairs, planned / programmed works and property compliance.
We will do this by ensuring that all properties are aware of the repairs process and are compliant with current legislation.
We will monitor repairs and programmed works to make sure that they are completed within anticipated timescales and cost.
We work with finance, benefit and tenant services to make sure our houses are kept in a good state of repair and remain affordable.
On our behalf the tenant services department will carry out annual satisfaction surveys on our repairs, DIY and gardening services.
We will measure our success in delivery by internal auditing and reviewing internal database to ensure repairs and compliance are undertaken.
On our behalf the tenant services department will carry out annual satisfaction surveys on our repairs, DIY and gardening services.
Media
The media department is responsible for all elements of social media and associated tenant information items such as newsletters, annual report and videos.
In addition, the media department ensures that the external website and the internal intranet service are current.
The aim of the service is to promote Partners Foundation, the work we do and to increase our presence in the sector.
We will continue to deliver high quality informative content on a daily, weekly, monthly, quarterly and annual basis to ensure our tenants and other stakeholders are kept informed of what we are doing to provide them with a quality service.
The media department sources its content by working closely with all other departments, tenants and stakeholders and shares this on a variety of social media platforms.
We have a robust KPI monitoring system which we complete weekly to ensure we are attracting viewing and positive feedback.
Administration & Office Management
The department is responsible for the day to day smooth running of the office, including stock control, managing office equipment and recruitment and training of new team members.
In addition, the department has overarching responsibility for personnel, including monitoring time off, training and health and safety. The department also ensures that personnel comply with all policies and procedures.
The department holds the main company contact email address so receives, responds to and monitors complaints, compliments, comments and reports of anti-social behaviour. Our performance is measured through specific KPI's.
We work with all departments to ensure a consistent approach to everything that the company does.