best practice scheme launch stormont hotel, belfast 24 january 2008
TRANSCRIPT
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Best Practice Scheme Launch
Stormont Hotel, Belfast
24 January 2008
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Jean Fulton Group Chief Executive
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Workshop Overview
• Jean Fulton - Group Chief Executiveo About BIHo BIH & Quality o Best Practice
• Alan Rea – Director of Housingo Customer Consultation
• Siobhan Mullan – Performance & Standards Managero Staff Consultationo Customer Focus
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About BIH• Registered Housing Association (HA)
• Established in 1976
• Voluntary Board – 15 members
• Currently manage and maintain approximately 4400 properties – largest housing association in NI
• Staff –127 full time posts
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BIH HOUSING GROUP
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BIH – A growing organisation
A people centred company
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BIH & Quality We believe it is
important to
seek recognition
for our
achievements
and success
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BIH & Quality Commitment to delivering quality services
Investors in People(Staff)
ISO 9001:2000(Processes)
EFQM(Organisation)
Benchmarking
Clients Charter (Development)
Bes
t Val
ue
Charter Mark(Customers)
Continuous
Improvem
ent
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Best Practice BIH has been recognised for
Best Practice in:• Consultation
o Consulting with customers
o Consulting with staff
• Customer focus
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Alan Rea Director of Housing
Consulting Customers
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Consulting with Customers
We recognise that
customer involvement
is vital to delivering
responsive, efficient
and effective services
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Tenant Participation Strategy
BIH Tenant Participation Strategy (2006) aims to encourage all tenants to participate in:
• Management of their homes• Design, improvement & monitoring of BIH
services• Running of the organisation at Board &
Committee level
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High level:
• Board ofManagement &Committees
• Tenants Associations
• Community Groups
• Tenants Forum
Tenant Participation StrategyBIH offers Choice in level of involvement offered:
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Tenant Participation StrategyBIH offers Choice in level of involvement:
Standard:
• Surveys
• Focus Groups
• One to one interviews
• Scheme surgeries
• Local consultation
• Tenants’ Tattler
Medium:• Tenant Voices• Mystery Shopping• Tenant Consultation
Database• Repairs & Maintenance• Area Meetings• Service Improvement
Teams• Tenants Conference
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Commitment of Resources
• Budget
• Staff
• Training
• Target specific groups
• Promotion
• Tenant Participation Compact
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Monitoring of Strategy
• Management, staff, tenants to ensure relevance
• Key Performance Indicators in place to aid monitoring of strategy
• Formal review 2009
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Consulting Staff
Siobhan MullanPerformance & Standards Manager
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Staff Consultation
We aim to
consult with
staff across the
organisation at
all levels
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Current InitiativesInitiative Frequency
Staff Consultative Forum Bi-annual
Continuous Improvement Team Monthly
Staff Attitude Survey Biennially
Team meetings Weekly
Managers Meeting Weekly
Senior Executives Meeting Weekly
Quarterly Management Review Quarterly
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Customer Focus
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Customer Focused Service
We are
extremely
proud of the
service we
deliver to our
customers
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Customer Service Standards
• Meaningful to customers
• Relevant to the services we provide
• Advise customers of the level of service they can
expect to receive
• Invites customers to help us deliver an effective
service
• Published annually
• Alternative formats available / offered
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Review & Monitoring• Annual review by:
o Tenants’ Forumo Continuous
Improvement Team
• Performance against standards monitored & reported annually
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Reporting Performance• Annual performance
report to tenants:– Development– Repairs– Adaptations– Equality Duty– Charges– Complaints– Tenant Participation
• Charter Mark Best Practice recognition
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Jean Fulton
Group Chief Executive
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Effects• Positive effect on
– whole organisation– staff involved – tenants involved
• Ensures Customer Services are:– relevant– up to date– meaningful
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Satisfaction Levels• Tenant satisfaction levels
with BIH:82% 2006 89% 2007(76% 2007 National benchmark)
• Staff satisfaction levels with BIH:64% 2005 80% 2007
(47% 2007 National benchmark)
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Additional Measures• Use of in-house skills & expertise
ensuring value for money
• Use of IT – Staff Attitude Survey completed online
• Appreciation to participants demonstrated by 1 hour flexi-time credit
• Provision of affordable survey services to other housing associations which do not have resources in-house
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Thank you
Questions?