After a year of significant change, THCH is confident the organisation has made real progress as highlighted in the publishing of their 2016/17 annual report.
The report, the first published since the appointment of new Chief Executive Philip Sullivan, details the significant changes and progress made since the Home and Communities Agency (HCA) downgraded THCH to a non-compliant G3 rating, based on the governance of the organisation.
A major transformation programme ‘Fit for the Future’ has set about modernising services for residents and delivering better value for money by reducing costs. Changes have included a staff restructure, improving customer service with extended opening hours, the creation of a new team of customer service advisors, and better use of IT to engage with residents.
“We’ve made a significant start on our programme of continuous improvement” said THCH Chief Executive Philip Sullivan. “We have continued to get better at what we do, and have a committed workforce working hard to deliver improved services.”
Since the previous annual report in 2015/16, the organisation has seen turnover increase by £4.8M to £26.7M, and operational costs increase by just under £3M. Stage 1 complaints have also fallen by 28% since 2015/16, with the organisation’s renewed focus to improve the handling of complaints.
“This is an exciting time for THCH” added Philip. “There is much still to do, but together with our team, our stakeholders, and our residents, we have laid the foundations to continue to improve the lives of many people in Tower Hamlets.”
You can read the Annual Report on our Publications page here.