1 background michael gelling obe cihm spbm performance event for smaller housing associations...
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1
Background
Michael Gelling OBE CIHM
SPBM Performance Event for Smaller Housing Associations
(Landlords)
a tenant and resident perspective
2
Background
Tenants And Residents Organisations of England
Largest non-funded national tenant organisation in England
a tenant and resident perspective
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Background
Run by a Board of 12 tenants(Oct 2011 – Oct 2012 only 7 tenants)
plus2 tenant cooptees
a tenant and resident perspective
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Background
Also have• 3 professional honorary
advisors• 2 fantastic members of staff• 1 volunteer
a tenant and resident perspective
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Background
Independent income is raised by working with partners, landlords
and tenants
a tenant and resident perspective
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Background
Training and Speaking eventsWorking with partners, running conferences, recruitment advice and involvement for both staff
and tenants
a tenant and resident perspective
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Background
What is satisfaction
orgreat performance?
a tenant and resident perspective
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Background
Tenant satisfaction is personal
Performance is measured against a personal experience
a tenant and resident perspective
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Background
Organisations measure against things that no one
understands95% satisfaction(95% of what)??
a tenant and resident perspective
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Background
Internal targets that mean nothing
“Our internal target of 95% has been achieved” ????
a tenant and resident perspective
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Background
Reality checks are checks that are made against other landlords in the samestreet/estate/town
a tenant and resident perspective
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Background
Reality checks carried out by independent, well trained and well supported tenants who
may not be yours?
a tenant and resident perspective
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Background
Tenant Panels• Remit• Areas covered• Who do they represent• Accreditation
a tenant and resident perspective
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Background
Speaking to organisations who have a great deal in common and are best placed to create,
with their tenants,‘Tenant Panels’
a tenant and resident perspective
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Background
Your tenants know:-you
your servicesyour contractors
your geographical area
a tenant and resident perspective
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Background
Value for moneycan be achieved by
organisations who are brave enough to recognise
a tenant and resident perspective
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Background
what they are good at but more importantly
what they are not so good at
a tenant and resident perspective
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Background
Value for moneyBest feedback is from:-
*receive services *complaints*reported repairs *inspections
a tenant and resident perspective
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Background
Change is easybut you do need to have things
in place
a tenant and resident perspective
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Background
A culture that embraces changeAnyone can have an idea that
will be welcomed
a tenant and resident perspective
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Background
Eradicate the fear of change to individuals
Jobs being safeA ‘no blame’ regime
a tenant and resident perspective
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Background
A culture that embraces itA mistake in strategy becomes a
learning pointFlexibility in job roles
a tenant and resident perspective
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Background
Remiss if I did not mention good quality benchmarking
HouseMark and STAR
a tenant and resident perspective
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Background
Not rocket scienceand
if everyone has signed up it will happen
a tenant and resident perspective
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Background
alsoCreating your own local
benchmarking
a tenant and resident perspective
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Thank you
and willing to answer any questions after Rafael’s slot
a tenant and resident perspective
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TAROETel: 01928 798120
Email: [email protected]: www.taroe.org
Tenants and Residents Organisations of England