Customer Services
How Circle 33 works
Governance
The Group Board holds overall responsibility for Circle 33’s financial targets, performance, business planning and risk mapping/review, but is accountable to Circle 33 and other partner boards for the delivery of group and central services and its responsibilities as parent.
A sub committee of the Group Board, the Resident and Service Users Panel (RASP – with up to 20 resident and service user members, 2 drawn from each subsidiary – including Circle 33) will be operational from September 2008, and be the voice of the resident and service user in the governance of Circle, as well as the scrutiny panel for all impact assessments of involvement across the group. One member of the RASP will sit on the Group Strategy Board.
Circle 33’s Board consists of 12 members, including four Tenants’ Joint Commission members. The Board’s central focus is delivery of the vision, core purpose and quality of services provided for residents by Circle 33. The Board promotes the vision for the whole organisation, takes a lead role in service areas (e.g. the Board Diversity Champion), takes informed decisions, manages risks and ensures that stakeholders are effectively engaged. The Chair of the Board is Baroness Maggie Jones.
Circle 33 is proud of its history of involving its residents at all levels. In particular, residents are involved in the decision making process at the highest level through the board and the Joint Commission. The Joint Commission has twelve elected tenant representatives and is responsible for providing a focused voice for Circle 33 residents. It meets 6 times a year and has a wide remit covering scrutiny of performance, policy, business planning and service reviews.
Leadership
Circle 33 has a senior management team led by a Managing Director, Carol Carter, (who reports to the Group Director of Services and via that to the Group Chief Executive) comprising of 4 Assistant Directors; the Geoffrey Osborne Ltd Contract Manager; and a centrally employed Director of Finance.
Assistant Directors have responsibility for Property Services (Responsive and Planned maintenance), Neighbourhood Services (Customer Service, Allocations & Lettings, Income, and Tenancy & Estate Management), Community Development / Resident Involvement, and Continuous Improvement.
Central services provided by the group are monitored at a local level and reviewed via the Group Service Excellent Team (chaired by the Group Director of Services and including all 10 group partner Managing Directors), and in turn by the Group Senior Executive Team.
